Compare Oracle Service Cloud (formerly RightNow) vs Zendesk Support
See this
comparison of Oracle Service Cloud (formerly RightNow) vs. Zendesk Support
based on data from user reviews. Oracle Service Cloud (formerly RightNow) rates 3.8/5 stars with 84 reviews. Zendesk Support rates 4.2/5 stars with 1,455 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
Essential
$5
/month
 
Team
$19
/month
 
Professional
$49
/month
 
Enterprise
$99
/month
 
Free Trial Unavailable
Free Trial
Oracle Service Cloud (formerly RightNow)
Free Trial Unavailable
Zendesk Support
Essential
$5/month
Team
$19/month
Professional
$49/month
Enterprise
$99/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.1
8.6
Ease of Use
Ease of Use
7.7
8.6
Ease of Setup
Ease of Setup
6.8
8.2
Ease of Admin
Ease of Admin
7.3
8.3
Quality of Support
Quality of Support
7.2
8.4
Ease of Doing Business With
Ease of Doing Business With
7.3
8.4
Product Direction (% positive)
Product Direction (% positive)
5.7
7.6
Meets Requirements
Oracle Service Cloud (formerly RightNow)
8.1
Zendesk Support
8.6
Ease of Use
Oracle Service Cloud (formerly RightNow)
7.7
Zendesk Support
8.6
Ease of Setup
Oracle Service Cloud (formerly RightNow)
6.8
Zendesk Support
8.2
Ease of Admin
Oracle Service Cloud (formerly RightNow)
7.3
Zendesk Support
8.3
Quality of Support
Oracle Service Cloud (formerly RightNow)
7.2
Zendesk Support
8.4
Ease of Doing Business With
Oracle Service Cloud (formerly RightNow)
7.3
Zendesk Support
8.4
Product Direction (% positive)
Oracle Service Cloud (formerly RightNow)
5.7
Zendesk Support
7.6

Features

Ticket and Case Management
Workflow
Oracle Service Cloud (formerly RightNow)
8.0
Zendesk Support
8.5
Response Automation
Oracle Service Cloud (formerly RightNow)
8.6
Zendesk Support
8.4
SLA Management
Oracle Service Cloud (formerly RightNow)
7.3
Zendesk Support
8.1
Attachments/Screencasts
Oracle Service Cloud (formerly RightNow)
8.2
Zendesk Support
8.3
Ticket Collaboration
Oracle Service Cloud (formerly RightNow)
8.6
Zendesk Support
8.6
Ticket creation user experience
Oracle Service Cloud (formerly RightNow)
8.8
Zendesk Support
8.9
Ticket response user experience
Oracle Service Cloud (formerly RightNow)
8.3
Zendesk Support
8.7
Knowledge Share
Knowledge Base
Oracle Service Cloud (formerly RightNow)
8.0
Zendesk Support
8.6
Searchable Articles
Oracle Service Cloud (formerly RightNow)
7.8
Zendesk Support
8.6
Community Forums
Oracle Service Cloud (formerly RightNow)
7.1
Zendesk Support
8.2
Interactive FAQs & Forums
Oracle Service Cloud (formerly RightNow)
7.9
Zendesk Support
8.2
Process
Mentions
Oracle Service Cloud (formerly RightNow)
Not enough data available
Zendesk Support
8.3
Tickets
Oracle Service Cloud (formerly RightNow)
8.1
Zendesk Support
9.1
Macros
Oracle Service Cloud (formerly RightNow)
Not enough data available
Zendesk Support
8.7
Collaboration
Oracle Service Cloud (formerly RightNow)
Not enough data available
Zendesk Support
8.7
Interaction
Web Portals
Oracle Service Cloud (formerly RightNow)
7.9
Zendesk Support
8.6
Forum to Reponse
Oracle Service Cloud (formerly RightNow)
7.4
Zendesk Support
8.5
Tickets and Tagging
Oracle Service Cloud (formerly RightNow)
8.4
Zendesk Support
8.9
Live Chat
Oracle Service Cloud (formerly RightNow)
8.1
Zendesk Support
8.5
Channels
Phone
Oracle Service Cloud (formerly RightNow)
6.9
Zendesk Support
7.9
Text
Oracle Service Cloud (formerly RightNow)
Not enough data available
Zendesk Support
8.3
Email
Oracle Service Cloud (formerly RightNow)
7.7
Zendesk Support
9.0
Social
Oracle Service Cloud (formerly RightNow)
6.0
Zendesk Support
8.5
Live Chat
Oracle Service Cloud (formerly RightNow)
8.3
Zendesk Support
8.5
Insight
Surveys
Oracle Service Cloud (formerly RightNow)
8.1
Zendesk Support
8.4
Reporting
Oracle Service Cloud (formerly RightNow)
8.8
Zendesk Support
8.3
Visitor Activity
Oracle Service Cloud (formerly RightNow)
7.2
Zendesk Support
8.5
Help Desk
Oracle Service Cloud (formerly RightNow)
7.6
Zendesk Support
8.6
Communication Channels
Customer Portal
Oracle Service Cloud (formerly RightNow)
8.5
Zendesk Support
8.4
Email to Case
Oracle Service Cloud (formerly RightNow)
8.8
Zendesk Support
8.8
Chat/Live Support
Oracle Service Cloud (formerly RightNow)
8.1
Zendesk Support
8.4
Social Integration
Oracle Service Cloud (formerly RightNow)
6.4
Zendesk Support
8.1
Call Center
Make, Receive, and Record Calls
Oracle Service Cloud (formerly RightNow)
8.1
Zendesk Support
8.0
Customer and Contacts Database
Oracle Service Cloud (formerly RightNow)
7.9
Zendesk Support
8.1
Products and Version Tracking
Oracle Service Cloud (formerly RightNow)
7.7
Zendesk Support
8.1
Call Scripting
Oracle Service Cloud (formerly RightNow)
7.9
Zendesk Support
7.9
Interactive Voice Response (IVR)
Oracle Service Cloud (formerly RightNow)
8.6
Zendesk Support
7.7
Self Service/Community
Forums
Oracle Service Cloud (formerly RightNow)
9.1
Zendesk Support
8.0
Knowledge Base
Oracle Service Cloud (formerly RightNow)
8.6
Zendesk Support
8.4
Ideas/Feedback
Oracle Service Cloud (formerly RightNow)
8.0
Zendesk Support
8.1
Q&A
Oracle Service Cloud (formerly RightNow)
8.3
Zendesk Support
8.2
Reporting & Analytics
Social Monitoring
Oracle Service Cloud (formerly RightNow)
6.5
Zendesk Support
7.9
Reporting
Oracle Service Cloud (formerly RightNow)
7.2
Zendesk Support
8.0
Dashboards
Oracle Service Cloud (formerly RightNow)
7.4
Zendesk Support
8.1
Platform
ITIL Compliance
Oracle Service Cloud (formerly RightNow)
8.1
Zendesk Support
8.1
Mobile User Support
Oracle Service Cloud (formerly RightNow)
7.9
Zendesk Support
8.1
Customization
Oracle Service Cloud (formerly RightNow)
8.1
Zendesk Support
8.0
User, Role, and Access Management
Oracle Service Cloud (formerly RightNow)
8.0
Zendesk Support
8.3
Internationalization
Oracle Service Cloud (formerly RightNow)
8.2
Zendesk Support
8.2
Performance & Reliability
Oracle Service Cloud (formerly RightNow)
7.9
Zendesk Support
8.5
Integration APIs
Oracle Service Cloud (formerly RightNow)
7.4
Zendesk Support
8.4

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
6.2%
39.0%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
33.3%
44.7%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
60.5%
16.2%
Oracle Service Cloud (formerly RightNow)
Small-Business
6.2%
Mid-Market
33.3%
Enterprise
60.5%
Zendesk Support
Small-Business
39.0%
Mid-Market
44.7%
Enterprise
16.2%

Reviewers' Industry

 
Information Technology and Services
17.1%
Computer Software
17.9%
 
Retail
14.5%
Information Technology and Services
15.3%
 
Computer Software
7.7%
Internet
10.2%
 
Financial Services
6.0%
Marketing and Advertising
4.9%
 
Pharmaceuticals
3.4%
Telecommunications
3.3%
 
Other
51.3%
Other
48.3%
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%
Zendesk Support
Computer Software
17.9%
Information Technology and Services
15.3%
Internet
10.2%
Marketing and Advertising
4.9%
Telecommunications
3.3%
Other
48.3%

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...

Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service 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.

Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

 
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.

Zendesk Support
Most Helpful Favorable Review
Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

Most Helpful Critical Review
Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

Screenshots

 
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Oracle Service Cloud (formerly RightNow)

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.

No videos provided
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.

Zendesk Support
No videos provided

Downloads

Oracle Service Cloud (formerly RightNow)
Zendesk Support
No downloads provided
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