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

Pricing

 
Salesforce Service Essentials
$ 25 USD
Per user/month (billed annually)
Sprout
Free
for UNLIMITED agents
Support Desk
$50
/ agent / month billed annually
 
Lightning Professional
$ 75 USD
Per user/month (billed annually)
Blossom
$19
/ agent / month billed annually
Enterprise
$65
/ agent / month billed annually
 
Lightning Enterprise
$ 150 USD
Per user/month (billed annually)
Garden
$35
/ agent / month billed annually
Private Cloud
Custom
Contact Us for Pricing
 
Lightning Unlimited
$ 300 USD
Per user/month (billed annually)
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial Unavailable
Free Trial
Free Trial
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
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
TeamSupport
Support Desk
$50/ agent / month billed annually
Enterprise
$65/ agent / month billed annually
Private Cloud
CustomContact Us for Pricing
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.1
8.4
8.5
8.6
Ease of Use
Ease of Use
7.7
8.0
8.8
8.6
Ease of Setup
Ease of Setup
6.8
7.5
8.5
8.3
Ease of Admin
Ease of Admin
7.3
7.9
8.7
8.7
Quality of Support
Quality of Support
7.2
8.1
8.9
8.8
Ease of Doing Business With
Ease of Doing Business With
7.3
8.4
8.8
9.2
Product Direction (% positive)
Product Direction (% positive)
5.7
7.8
8.6
9.0
Meets Requirements
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.4
Freshdesk
8.5
TeamSupport
8.6
Ease of Use
Oracle Service Cloud (formerly RightNow)
7.7
Salesforce Service Cloud
8.0
Freshdesk
8.8
TeamSupport
8.6
Ease of Setup
Oracle Service Cloud (formerly RightNow)
6.8
Salesforce Service Cloud
7.5
Freshdesk
8.5
TeamSupport
8.3
Ease of Admin
Oracle Service Cloud (formerly RightNow)
7.3
Salesforce Service Cloud
7.9
Freshdesk
8.7
TeamSupport
8.7
Quality of Support
Oracle Service Cloud (formerly RightNow)
7.2
Salesforce Service Cloud
8.1
Freshdesk
8.9
TeamSupport
8.8
Ease of Doing Business With
Oracle Service Cloud (formerly RightNow)
7.3
Salesforce Service Cloud
8.4
Freshdesk
8.8
TeamSupport
9.2
Product Direction (% positive)
Oracle Service Cloud (formerly RightNow)
5.7
Salesforce Service Cloud
7.8
Freshdesk
8.6
TeamSupport
9.0

Features

Ticket and Case Management
Workflow
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.1
Freshdesk
8.4
TeamSupport
8.4
Response Automation
Oracle Service Cloud (formerly RightNow)
8.6
Salesforce Service Cloud
8.1
Freshdesk
8.4
TeamSupport
8.5
SLA Management
Oracle Service Cloud (formerly RightNow)
7.3
Salesforce Service Cloud
8.0
Freshdesk
8.2
TeamSupport
8.4
Attachments/Screencasts
Oracle Service Cloud (formerly RightNow)
8.2
Salesforce Service Cloud
7.6
Freshdesk
8.4
TeamSupport
8.6
Ticket Collaboration
Oracle Service Cloud (formerly RightNow)
8.6
Salesforce Service Cloud
8.1
Freshdesk
8.6
TeamSupport
8.8
Ticket creation user experience
Oracle Service Cloud (formerly RightNow)
8.8
Salesforce Service Cloud
8.3
Freshdesk
8.9
TeamSupport
8.9
Ticket response user experience
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.2
Freshdesk
8.8
TeamSupport
8.8
Knowledge Share
Knowledge Base
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.4
Freshdesk
8.8
TeamSupport
8.2
Searchable Articles
Oracle Service Cloud (formerly RightNow)
7.8
Salesforce Service Cloud
8.2
Freshdesk
8.6
TeamSupport
8.3
Community Forums
Oracle Service Cloud (formerly RightNow)
7.1
Salesforce Service Cloud
8.2
Freshdesk
8.4
TeamSupport
7.9
Interactive FAQs & Forums
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
7.9
Freshdesk
8.5
TeamSupport
8.3
Interaction
Web Portals
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
8.3
Freshdesk
7.2
TeamSupport
8.7
Forum to Reponse
Oracle Service Cloud (formerly RightNow)
7.4
Salesforce Service Cloud
8.3
Freshdesk
8.5
TeamSupport
8.4
Tickets and Tagging
Oracle Service Cloud (formerly RightNow)
8.4
Salesforce Service Cloud
8.5
Freshdesk
8.8
TeamSupport
8.8
Live Chat
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.2
Freshdesk
8.8
TeamSupport
8.4
Communication Channels
Customer Portal
Oracle Service Cloud (formerly RightNow)
8.5
Salesforce Service Cloud
8.2
Freshdesk
8.6
TeamSupport
8.4
Email to Case
Oracle Service Cloud (formerly RightNow)
8.8
Salesforce Service Cloud
8.5
Freshdesk
8.9
TeamSupport
8.9
Chat/Live Support
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
7.9
Freshdesk
8.5
TeamSupport
8.4
Social Integration
Oracle Service Cloud (formerly RightNow)
6.4
Salesforce Service Cloud
7.9
Freshdesk
8.2
TeamSupport
8.4
Call Center
Make, Receive, and Record Calls
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.0
Freshdesk
8.3
TeamSupport
7.9
Customer and Contacts Database
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
8.2
Freshdesk
8.0
TeamSupport
8.6
Products and Version Tracking
Oracle Service Cloud (formerly RightNow)
7.7
Salesforce Service Cloud
8.0
Freshdesk
8.2
TeamSupport
8.6
Call Scripting
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
7.9
Freshdesk
8.1
TeamSupport
Not enough data available
Interactive Voice Response (IVR)
Oracle Service Cloud (formerly RightNow)
8.6
Salesforce Service Cloud
7.9
Freshdesk
8.3
TeamSupport
Not enough data available
Self Service/Community
Forums
Oracle Service Cloud (formerly RightNow)
9.1
Salesforce Service Cloud
8.0
Freshdesk
8.3
TeamSupport
8.3
Knowledge Base
Oracle Service Cloud (formerly RightNow)
8.6
Salesforce Service Cloud
8.2
Freshdesk
8.5
TeamSupport
8.4
Ideas/Feedback
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.0
Freshdesk
8.3
TeamSupport
8.4
Q&A
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.1
Freshdesk
8.5
TeamSupport
8.4
Reporting & Analytics
Social Monitoring
Oracle Service Cloud (formerly RightNow)
6.5
Salesforce Service Cloud
8.0
Freshdesk
8.2
TeamSupport
Not enough data available
Reporting
Oracle Service Cloud (formerly RightNow)
7.2
Salesforce Service Cloud
8.0
Freshdesk
7.8
TeamSupport
8.3
Dashboards
Oracle Service Cloud (formerly RightNow)
7.4
Salesforce Service Cloud
8.0
Freshdesk
8.2
TeamSupport
8.6
Platform
ITIL Compliance
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.2
Freshdesk
8.2
TeamSupport
Not enough data available
Mobile User Support
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
7.7
Freshdesk
8.1
TeamSupport
7.4
Customization
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.1
Freshdesk
8.0
TeamSupport
8.4
User, Role, and Access Management
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.4
Freshdesk
8.5
TeamSupport
8.7
Internationalization
Oracle Service Cloud (formerly RightNow)
8.2
Salesforce Service Cloud
8.0
Freshdesk
8.1
TeamSupport
7.8
Performance & Reliability
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
8.2
Freshdesk
8.8
TeamSupport
8.7
Integration APIs
Oracle Service Cloud (formerly RightNow)
7.4
Salesforce Service Cloud
8.0
Freshdesk
8.2
TeamSupport
8.5

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
6.2%
25.1%
53.1%
41.1%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
33.3%
40.7%
36.1%
47.6%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
60.5%
34.1%
10.8%
11.3%
Oracle Service Cloud (formerly RightNow)
Small-Business
6.2%
Mid-Market
33.3%
Enterprise
60.5%
Salesforce Service Cloud
Small-Business
25.1%
Mid-Market
40.7%
Enterprise
34.1%
Freshdesk
Small-Business
53.1%
Mid-Market
36.1%
Enterprise
10.8%
TeamSupport
Small-Business
41.1%
Mid-Market
47.6%
Enterprise
11.3%

Reviewers' Industry

 
Information Technology and Services
17.1%
Information Technology and Services
14.6%
Information Technology and Services
20.4%
Computer Software
27.2%
 
Retail
14.5%
Computer Software
14.3%
Computer Software
14.0%
Information Technology and Services
21.0%
 
Computer Software
7.7%
Internet
8.1%
Internet
5.9%
Internet
5.7%
 
Financial Services
6.0%
Hospital & Health Care
3.7%
Education Management
3.7%
Financial Services
4.4%
 
Pharmaceuticals
3.4%
Financial Services
3.4%
E-Learning
3.4%
Hospitality
3.6%
 
Other
51.3%
Other
56.0%
Other
52.7%
Other
38.1%
Oracle Service Cloud (formerly RightNow)
Information Technology and Services
17.1%
Retail
14.5%
Computer Software
7.7%
Financial Services
6.0%
Pharmaceuticals
3.4%
Other
51.3%
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%
Freshdesk
Information Technology and Services
20.4%
Computer Software
14.0%
Internet
5.9%
Education Management
3.7%
E-Learning
3.4%
Other
52.7%
TeamSupport
Computer Software
27.2%
Information Technology and Services
21.0%
Internet
5.7%
Financial Services
4.4%
Hospitality
3.6%
Other
38.1%

Reviews

Most Helpful Favorable Review
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...

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...

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...

Jessica H.
Administrator in Information Technology and Services

TeamSupport gives our team a way to organize our ticket types, create workflow, and tag commonly used knowledge articles to ensure our process is efficient and effective for supporting our clients. We can open our tickets in real-time, collaborate, and...

Most Helpful Critical Review
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.

G2 Crowd User in Electrical/Electronic Manufacturing

Difficult to export existing KB articles. It has to be RSS and must be very specifically structured. Searching for cases or customers have some issues sometimes Custom rules and notifications are complicated to setup

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

Alexander H.
User in Information Technology and Services

Ticket searching. The search field freezes and errors regularly, and there is no option to see all open tickets created by myself, or search another persons tickets directly.

 
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
G2 Crowd User in Electrical/Electronic Manufacturing

Difficult to export existing KB articles. It has to be RSS and must be very specifically structured. Searching for cases or customers have some issues sometimes Custom rules and notifications are complicated to setup

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.

TeamSupport
Most Helpful Favorable Review
Jessica H.
Administrator in Information Technology and Services

TeamSupport gives our team a way to organize our ticket types, create workflow, and tag commonly used knowledge articles to ensure our process is efficient and effective for supporting our clients. We can open our tickets in real-time, collaborate, and...

Most Helpful Critical Review
Alexander H.
User in Information Technology and Services

Ticket searching. The search field freezes and errors regularly, and there is no option to see all open tickets created by myself, or search another persons tickets directly.

Screenshots

 
1 of 6
2 of 6
3 of 6
4 of 6
5 of 6
6 of 6
1 of 4
2 of 4
3 of 4
4 of 4
1 of 6
2 of 6
3 of 6
4 of 6
5 of 6
6 of 6
1 of 6
2 of 6
3 of 6
4 of 6
5 of 6
6 of 6

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.

TeamSupport: The Customer Support Solution Built for B2B Help Desks

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
Freshdesk
TeamSupport

TeamSupport: The Customer Support Solution Built for B2B Help Desks

Ask Oracle a QuestionContact OracleAsk SF Service Cloud a QuestionContact SF Service CloudAsk Freshdesk a QuestionContact Freshdesk