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

Pricing

 
Salesforce Service Essentials
$ 25 USD Per user/month (billed annually)
Sprout
Free for UNLIMITED agents
FREE
$0 /agent/month
 
Lightning Professional
$ 75 USD Per user/month (billed annually)
Blossom
$19 / agent / month billed annually
PROFESSIONAL
$12 /agent/month
 
Lightning Enterprise
$ 150 USD Per user/month (billed annually)
Garden
$35 / agent / month billed annually
ENTERPRISE
$25 /agent/month
 
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
Zoho Desk
FREE
$0/agent/month
PROFESSIONAL
$12/agent/month
ENTERPRISE
$25/agent/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.0
8.4
8.5
8.6
Ease of Use
Ease of Use
7.8
8.0
8.8
8.5
Ease of Setup
Ease of Setup
7.0
7.5
8.5
8.2
Ease of Admin
Ease of Admin
7.2
7.9
8.7
8.4
Quality of Support
Quality of Support
7.0
8.1
8.9
8.2
Ease of Doing Business With
Ease of Doing Business With
7.1
8.4
8.8
8.5
Product Direction (% positive)
Product Direction (% positive)
5.5
7.8
8.6
8.7
Meets Requirements
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.4
Freshdesk
8.5
Zoho Desk
8.6
Ease of Use
Oracle Service Cloud (formerly RightNow)
7.8
Salesforce Service Cloud
8.0
Freshdesk
8.8
Zoho Desk
8.5
Ease of Setup
Oracle Service Cloud (formerly RightNow)
7.0
Salesforce Service Cloud
7.5
Freshdesk
8.5
Zoho Desk
8.2
Ease of Admin
Oracle Service Cloud (formerly RightNow)
7.2
Salesforce Service Cloud
7.9
Freshdesk
8.7
Zoho Desk
8.4
Quality of Support
Oracle Service Cloud (formerly RightNow)
7.0
Salesforce Service Cloud
8.1
Freshdesk
8.9
Zoho Desk
8.2
Ease of Doing Business With
Oracle Service Cloud (formerly RightNow)
7.1
Salesforce Service Cloud
8.4
Freshdesk
8.8
Zoho Desk
8.5
Product Direction (% positive)
Oracle Service Cloud (formerly RightNow)
5.5
Salesforce Service Cloud
7.8
Freshdesk
8.6
Zoho Desk
8.7

Features

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

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
8.3%
25.2%
53.2%
71.9%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
33.3%
40.8%
36.1%
22.1%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
58.3%
34.0%
10.7%
6.0%
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%
Freshdesk
Small-Business
53.2%
Mid-Market
36.1%
Enterprise
10.7%
Zoho Desk
Small-Business
71.9%
Mid-Market
22.1%
Enterprise
6.0%

Reviewers' Industry

 
Information Technology and Services
19.8%
Information Technology and Services
14.6%
Information Technology and Services
20.4%
Information Technology and Services
24.4%
 
Retail
12.5%
Computer Software
14.3%
Computer Software
14.0%
Computer Software
10.7%
 
Financial Services
6.3%
Internet
8.1%
Internet
5.9%
Marketing and Advertising
4.1%
 
Computer Software
6.3%
Hospital & Health Care
3.7%
Education Management
3.7%
Telecommunications
4.0%
 
Pharmaceuticals
4.2%
Financial Services
3.4%
E-Learning
3.4%
Internet
4.0%
 
Other
51.0%
Other
56.0%
Other
52.6%
Other
52.8%
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%
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%
Zoho Desk
Information Technology and Services
24.4%
Computer Software
10.7%
Marketing and Advertising
4.1%
Telecommunications
4.0%
Internet
4.0%
Other
52.8%

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...

G2 Crowd User in Maritime

It's fast and intuitive and does exactly what we need for handling emails. They finally launched the iPhone App for the product which works really great!

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.

Hannah R.
User in E-Learning

Business Insights is handy, but it is not as customizable as we would like. For example, at this time, it is impossible to automatically email a report to certain users. There's also no way to limit resolution times for cases to business hours. In general,...

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

G2 Crowd User in Computer Software

I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...

 
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
Hannah R.
User in E-Learning

Business Insights is handy, but it is not as customizable as we would like. For example, at this time, it is impossible to automatically email a report to certain users. There's also no way to limit resolution times for cases to business hours. In general,...

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.

Zoho Desk
Most Helpful Favorable Review
G2 Crowd User in Maritime

It's fast and intuitive and does exactly what we need for handling emails. They finally launched the iPhone App for the product which works really great!

Most Helpful Critical Review
G2 Crowd User in Computer Software

I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...

Screenshots

 
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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.

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
Zoho Desk
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