Compare Freshdesk, Oracle Service Cloud (formerly RightNow), and Salesforce Service Cloud

Pricing

 
Sprout
Free for UNLIMITED agents
Salesforce Service Essentials
$ 25 USD Per user/month (billed annually)
 
Blossom
$19 / agent / month billed annually
Lightning Professional
$ 75 USD Per user/month (billed annually)
 
Garden
$35 / agent / month billed annually
Lightning Enterprise
$ 150 USD Per user/month (billed annually)
 
Estate
$49 / agent / month billed annually
Lightning Unlimited
$ 300 USD Per user/month (billed annually)
 
Forest
$89 / agent / month billed annually
 
Free Trial
Free Trial Unavailable
Free Trial
Freshdesk
Sprout
Freefor UNLIMITED agents
Blossom
$19/ agent / month billed annually
Garden
$35/ agent / month billed annually
Estate
$49/ agent / month billed annually
Forest
$89/ agent / month billed annually
Free Trial
Oracle Service Cloud (formerly RightNow)
Free Trial Unavailable
Salesforce Service Cloud
Salesforce Service Essentials
$ 25 USDPer user/month (billed annually)
Lightning Professional
$ 75 USDPer user/month (billed annually)
Lightning Enterprise
$ 150 USDPer user/month (billed annually)
Lightning Unlimited
$ 300 USDPer user/month (billed annually)
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.5
8.0
8.4
Ease of Use
Ease of Use
8.8
7.8
8.0
Ease of Setup
Ease of Setup
8.5
7.0
7.5
Ease of Admin
Ease of Admin
8.7
7.2
7.9
Quality of Support
Quality of Support
8.9
7.0
8.1
Ease of Doing Business With
Ease of Doing Business With
8.8
7.1
8.4
Product Direction (% positive)
Product Direction (% positive)
8.6
5.5
7.8
Meets Requirements
Freshdesk
8.5
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.4
Ease of Use
Freshdesk
8.8
Oracle Service Cloud (formerly RightNow)
7.8
Salesforce Service Cloud
8.0
Ease of Setup
Freshdesk
8.5
Oracle Service Cloud (formerly RightNow)
7.0
Salesforce Service Cloud
7.5
Ease of Admin
Freshdesk
8.7
Oracle Service Cloud (formerly RightNow)
7.2
Salesforce Service Cloud
7.9
Quality of Support
Freshdesk
8.9
Oracle Service Cloud (formerly RightNow)
7.0
Salesforce Service Cloud
8.1
Ease of Doing Business With
Freshdesk
8.8
Oracle Service Cloud (formerly RightNow)
7.1
Salesforce Service Cloud
8.4
Product Direction (% positive)
Freshdesk
8.6
Oracle Service Cloud (formerly RightNow)
5.5
Salesforce Service Cloud
7.8

Features

Ticket and Case Management
Workflow
Freshdesk
8.4
Oracle Service Cloud (formerly RightNow)
8.2
Salesforce Service Cloud
8.1
Response Automation
Freshdesk
8.4
Oracle Service Cloud (formerly RightNow)
8.8
Salesforce Service Cloud
8.1
SLA Management
Freshdesk
8.2
Oracle Service Cloud (formerly RightNow)
7.6
Salesforce Service Cloud
8.0
Attachments/Screencasts
Freshdesk
8.4
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
7.6
Ticket Collaboration
Freshdesk
8.6
Oracle Service Cloud (formerly RightNow)
8.7
Salesforce Service Cloud
8.1
Ticket creation user experience
Freshdesk
8.8
Oracle Service Cloud (formerly RightNow)
9.0
Salesforce Service Cloud
8.3
Ticket response user experience
Freshdesk
8.8
Oracle Service Cloud (formerly RightNow)
8.5
Salesforce Service Cloud
8.2
Knowledge Share
Knowledge Base
Freshdesk
8.7
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.4
Searchable Articles
Freshdesk
8.6
Oracle Service Cloud (formerly RightNow)
7.8
Salesforce Service Cloud
8.1
Community Forums
Freshdesk
8.4
Oracle Service Cloud (formerly RightNow)
7.3
Salesforce Service Cloud
8.2
Interactive FAQs & Forums
Freshdesk
8.5
Oracle Service Cloud (formerly RightNow)
7.8
Salesforce Service Cloud
7.9
Communication
Pop-up Chat
Freshdesk
9.0
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.4
Notifications
Freshdesk
8.8
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.0
Targeted Emails
Freshdesk
8.9
Oracle Service Cloud (formerly RightNow)
8.8
Salesforce Service Cloud
8.2
In-App Messaging
Freshdesk
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.4
Process
Mentions
Freshdesk
Not enough data available
Oracle Service Cloud (formerly RightNow)
Not enough data available
Salesforce Service Cloud
8.6
Tickets
Freshdesk
9.4
Oracle Service Cloud (formerly RightNow)
7.7
Salesforce Service Cloud
8.4
Macros
Freshdesk
8.9
Oracle Service Cloud (formerly RightNow)
Not enough data available
Salesforce Service Cloud
8.2
Collaboration
Freshdesk
9.1
Oracle Service Cloud (formerly RightNow)
Not enough data available
Salesforce Service Cloud
8.6
Interaction
Web Portals
Freshdesk
7.2
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.3
Forum to Reponse
Freshdesk
8.5
Oracle Service Cloud (formerly RightNow)
7.5
Salesforce Service Cloud
8.3
Tickets and Tagging
Freshdesk
8.8
Oracle Service Cloud (formerly RightNow)
8.4
Salesforce Service Cloud
8.5
Live Chat
Freshdesk
8.8
Oracle Service Cloud (formerly RightNow)
8.2
Salesforce Service Cloud
8.2
Internal Use
Customization
Freshdesk
8.0
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.1
Conversation Archiving
Freshdesk
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.5
Salesforce Service Cloud
8.3
Lead Development
Freshdesk
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.6
Salesforce Service Cloud
8.2
Knowledge Base
Freshdesk
8.9
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
7.9
Team Inbox
Freshdesk
8.9
Oracle Service Cloud (formerly RightNow)
8.4
Salesforce Service Cloud
8.4
Customer Profiles
Freshdesk
8.6
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.4
Channels
Phone
Freshdesk
8.8
Oracle Service Cloud (formerly RightNow)
6.7
Salesforce Service Cloud
8.2
Text
Freshdesk
Not enough data available
Oracle Service Cloud (formerly RightNow)
Not enough data available
Salesforce Service Cloud
8.4
Email
Freshdesk
9.3
Oracle Service Cloud (formerly RightNow)
7.6
Salesforce Service Cloud
8.7
Social
Freshdesk
8.9
Oracle Service Cloud (formerly RightNow)
6.0
Salesforce Service Cloud
8.1
Live Chat
Freshdesk
9.1
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.2
Insight
Surveys
Freshdesk
8.8
Oracle Service Cloud (formerly RightNow)
7.7
Salesforce Service Cloud
8.1
Reporting
Freshdesk
Not enough data available
Oracle Service Cloud (formerly RightNow)
9.4
Salesforce Service Cloud
8.7
Visitor Activity
Freshdesk
8.9
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.3
Help Desk
Freshdesk
9.2
Oracle Service Cloud (formerly RightNow)
7.6
Salesforce Service Cloud
8.6
Communication Channels
Customer Portal
Freshdesk
8.6
Oracle Service Cloud (formerly RightNow)
8.6
Salesforce Service Cloud
8.2
Email to Case
Freshdesk
8.9
Oracle Service Cloud (formerly RightNow)
8.9
Salesforce Service Cloud
8.5
Chat/Live Support
Freshdesk
8.5
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
7.9
Social Integration
Freshdesk
8.2
Oracle Service Cloud (formerly RightNow)
6.4
Salesforce Service Cloud
7.9
Call Center
Make, Receive, and Record Calls
Freshdesk
8.3
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.0
Customer and Contacts Database
Freshdesk
7.9
Oracle Service Cloud (formerly RightNow)
8.2
Salesforce Service Cloud
8.2
Products and Version Tracking
Freshdesk
8.2
Oracle Service Cloud (formerly RightNow)
7.7
Salesforce Service Cloud
8.0
Call Scripting
Freshdesk
8.1
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
7.9
Interactive Voice Response (IVR)
Freshdesk
8.3
Oracle Service Cloud (formerly RightNow)
8.6
Salesforce Service Cloud
7.9
Self Service/Community
Forums
Freshdesk
8.3
Oracle Service Cloud (formerly RightNow)
9.2
Salesforce Service Cloud
8.0
Knowledge Base
Freshdesk
8.5
Oracle Service Cloud (formerly RightNow)
8.8
Salesforce Service Cloud
8.1
Ideas/Feedback
Freshdesk
8.3
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.0
Q&A
Freshdesk
8.5
Oracle Service Cloud (formerly RightNow)
8.5
Salesforce Service Cloud
8.1
Reporting & Analytics
Social Monitoring
Freshdesk
8.2
Oracle Service Cloud (formerly RightNow)
6.5
Salesforce Service Cloud
8.0
Reporting
Freshdesk
7.8
Oracle Service Cloud (formerly RightNow)
7.5
Salesforce Service Cloud
8.0
Dashboards
Freshdesk
8.2
Oracle Service Cloud (formerly RightNow)
7.8
Salesforce Service Cloud
8.0
Platform
ITIL Compliance
Freshdesk
8.2
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.2
Mobile User Support
Freshdesk
8.1
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
7.7
Customization
Freshdesk
8.0
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.1
User, Role, and Access Management
Freshdesk
8.5
Oracle Service Cloud (formerly RightNow)
8.4
Salesforce Service Cloud
8.4
Internationalization
Freshdesk
8.1
Oracle Service Cloud (formerly RightNow)
8.2
Salesforce Service Cloud
8.0
Performance & Reliability
Freshdesk
8.8
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.2
Integration APIs
Freshdesk
8.2
Oracle Service Cloud (formerly RightNow)
7.4
Salesforce Service Cloud
8.0

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
53.2%
8.3%
25.2%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
36.1%
33.3%
40.8%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
10.7%
58.3%
34.0%
Freshdesk
Small-Business
53.2%
Mid-Market
36.1%
Enterprise
10.7%
Oracle Service Cloud (formerly RightNow)
Small-Business
8.3%
Mid-Market
33.3%
Enterprise
58.3%
Salesforce Service Cloud
Small-Business
25.2%
Mid-Market
40.8%
Enterprise
34.0%

Reviewers' Industry

 
Information Technology and Services
20.4%
Information Technology and Services
19.8%
Information Technology and Services
14.6%
 
Computer Software
14.0%
Retail
12.5%
Computer Software
14.3%
 
Internet
5.9%
Financial Services
6.3%
Internet
8.1%
 
Education Management
3.7%
Computer Software
6.3%
Hospital & Health Care
3.7%
 
E-Learning
3.4%
Pharmaceuticals
4.2%
Financial Services
3.4%
 
Other
52.6%
Other
51.0%
Other
56.0%
Freshdesk
Information Technology and Services
20.4%
Computer Software
14.0%
Internet
5.9%
Education Management
3.7%
E-Learning
3.4%
Other
52.6%
Oracle Service Cloud (formerly RightNow)
Information Technology and Services
19.8%
Retail
12.5%
Financial Services
6.3%
Computer Software
6.3%
Pharmaceuticals
4.2%
Other
51.0%
Salesforce Service Cloud
Information Technology and Services
14.6%
Computer Software
14.3%
Internet
8.1%
Hospital & Health Care
3.7%
Financial Services
3.4%
Other
56.0%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Ed B.
Administrator in Computer Games

Rightnow includes many items in their service that others charge extra for. For what is included it's a great service with many features. Setup can be simple or it can be quite complicated. Simple to get it up and running quickly knowing you can add to it...

G2 Crowd User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Most Helpful Critical Review
Most Helpful Critical Review
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

Peter B.
Internal Consultant in Computer Software

It's now owned by Oracle .. does not play well with Salesforce. Cost was going up. reporting was challenging at first.

Josh E.
User in Computer Software

The Next Gen Agent is rather complicated and it seems kind of difficult to use. Also, it doesn't seem to understand to combine certain tickets (such as those starting with "Re:") so we have to do that manually. It is also rather annoying that the Next Gen...

 
Freshdesk
Most Helpful Favorable Review
Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Most Helpful Critical Review
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

Oracle Service Cloud (formerly RightNow)
Most Helpful Favorable Review
Ed B.
Administrator in Computer Games

Rightnow includes many items in their service that others charge extra for. For what is included it's a great service with many features. Setup can be simple or it can be quite complicated. Simple to get it up and running quickly knowing you can add to it...

Most Helpful Critical Review
Peter B.
Internal Consultant in Computer Software

It's now owned by Oracle .. does not play well with Salesforce. Cost was going up. reporting was challenging at first.

Salesforce Service Cloud
Most Helpful Favorable Review
G2 Crowd User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Most Helpful Critical Review
Josh E.
User in Computer Software

The Next Gen Agent is rather complicated and it seems kind of difficult to use. Also, it doesn't seem to understand to combine certain tickets (such as those starting with "Re:") so we have to do that manually. It is also rather annoying that the Next Gen...

Screenshots

 
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Oracle Service Cloud (formerly RightNow)
Salesforce Service Cloud

Videos

 

A modern customer service strategy requires connecting all customer touch-points and empowering agents to offer consistent, personalized, and immediate service across all channels. Watch Oracle Service Cloud in action and hear from our customers how they've successfully adopted a next generation service strategy.

Freshdesk
Oracle Service Cloud (formerly RightNow)

A modern customer service strategy requires connecting all customer touch-points and empowering agents to offer consistent, personalized, and immediate service across all channels. Watch Oracle Service Cloud in action and hear from our customers how they've successfully adopted a next generation service strategy.

Salesforce Service Cloud
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