Freshdesk vs Oracle E-Business Suite comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Freshdesk and Oracle E-Business Suite based on real PeerSpot user reviews.

Find out in this report how the two Field Service Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed Freshdesk vs. Oracle E-Business Suite Report (Updated: November 2022).
657,849 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues.""It is quite easy to program custom apps and integrate them.""The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy.""Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour.""Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great.""It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets.""It is very easy to make reports.""The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."

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"ERP is a valuable feature of this product.""It's highly customizable.""It makes financial operations easier to perform.""E-Business Suite's best features are BAT functionality, flexibility, configurability, and integration with Oracle Database.""The new Subledger Accounting feature is very strong.""Oracle E-Business Suite improves forecast accuracy, reduces costs, and increases manufacturing capacity.""It can easily be developed into an application.""Finance, HRMS, and payroll are all great, and Oracle EBS is fantastic."

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Cons
"The reporting, analysis modules and insights capabilities for this solution could be improved.""There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback.""I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM.""While it's good for a small number of tickets, definitely in the future, we will require something more powerful.""There are some restrictions where you need automation and sometimes there is just no way to achieve what you need.""There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with.""If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form.""The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."

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"Oracle is easy to implement at a new organization like ours, but it might be more challenging for an established organization with more rules and policies in place.""Earlier when our organization was small they chose Oracle because in the telecommunication industry everybody was using Oracle. Our company has grown to a size where our particularly billing phase has created some challenges and now we are looking at alternate solutions. There is not a billing engine or module that you can buy from Oracle that can be added to this EBS solution to fix our problem. They should add a billing module or engine to the solution.""There are some business-specific processes still not implemented.""There are some cycles in HR that are not straightforward.""They should include database functionality.""The initial setup is complex.""Oracle has improved a lot because Oracle E-Business Suite is quite outdated. Oracle built the Oracle Fusion platform and it has many improved processes. We registered a few enhancements requests, but it's a very long bureaucratic process with Oracle. It doesn't make any sense to communicate with Oracle about what changes should be made to the system.""I would rate the support for Oracle E-Business Suite a four out of five."

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Pricing and Cost Advice
  • "It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."
  • "The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."
  • "The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."
  • "We use a licensing model only so we pay for the number of agents we have configured in the system only."
  • "Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."
  • "We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."
  • "We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."
  • More Freshdesk Pricing and Cost Advice →

  • "Licensing is on a yearly basis. There is an initial cost, and the standard fee is 22% per year."
  • "Oracle's licenses are not straightforward."
  • "The license is very expensive and I think that it needs to be cheaper to get a wider range of users or customers."
  • "The price of the solution is extremely high."
  • "The price would be better if it were lower."
  • "Oracle prices are better in Vietnam and more flexible. If we need to customize something in Oracle, it's very flexible and easy to customize."
  • "Fees for support and licensing should be reduced."
  • "Oracle's pricing is lower than that of its competitors."
  • More Oracle E-Business Suite Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system.
    Top Answer:We are using it for IT support, desktop support, and any issues with any of our applications. We use it pretty extensively. It is the portal that we use for any requests, work being done, questions… more »
    Top Answer:If somebody is implementing a new IT service desk ticketing system, they should definitely look at Freshdesk. If they just want a lean and mean system, it is really a great option. If you need a lot… more »
    Top Answer:My recommendation is to not customize E-Business Suite. The upgrades are complicated and when you go from version to version, it's not a good thing. You have to spend a lot of money so if you're… more »
    Top Answer:Yes, it is possible. Oracle has a Payroll system. You need an HCM SaaS system implementation.
    Top Answer:For starters, I would stop comparing tools, and start looking at my business and what I want to achieve. So identify objectives and what's blocking achievement, define quality outcomes  for the… more »
    Ranking
    2nd
    Views
    3,556
    Comparisons
    2,384
    Reviews
    12
    Average Words per Review
    840
    Rating
    7.9
    1st
    Views
    11,407
    Comparisons
    8,670
    Reviews
    40
    Average Words per Review
    507
    Rating
    7.6
    Comparisons
    Also Known As
    Oracle EBS, OEBS
    Learn More
    Overview

    Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.

    The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers. 

    Freshdesk Features and Benefits

    Some of the solution's top features and benefits include:

    • Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.
    • Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.
    • Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.
    • Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.
    • Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.

      With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.
    • Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.

    • Integration: Freshdesk’s open API can be used to integrate the solution with multiple  third-party systems. 
    • Comprehensive security: Freshdesk’s security features allow you to:

      • Set custom access permissions for agents.
      • Perform comprehensive audits of networks and systems.
      • Secure your own support domain or vanity URL with custom SSL certificates.
      • Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
      • Set up SSO scripts for credential authentication.

    Reviews from Real Users

    Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.

    Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”

    Oracle E-Business Suite (EBS) is considered the most extensive offering of amalgamated worldwide business applications available. Oracle EBS helps facilitate medium to large business enterprise organizations with the ability to enhance critical decision-making processes, streamline business procedures, minimize costs, and improve overall performance and productivity.

    Oracle EBS runs as a complement to Oracle Database software. The applications serve to automate such processes as supply chain management (SCM), human resource management (HRM), customer relations management (CRM), project portfolio management (PPM), financial management, service management, and more.

    Oracle EBS runs best in the cloud. It is a cost-saving option that offers greater productivity and can immediately and easily respond to changing dynamic business needs with an intuitive, automated scalable cloud infrastructure.

    Below are some of the valuable features of popular application offerings available within Oracle EBS:

    Supply Chain Management (SCM): Every possible supply chain process can be fully automated, from planning, creation, and appropriation to development and fulfillment, delivering a comprehensive solution application to ensure organizations have robust, intelligent-driven, value-added chains. Some applications include:

    • Manufacturing
    • Value Chain Planning and Execution
    • Procurement and Fulfillment
    • Lifecycle Management
    • Business Intelligence and Analytics

    Human Resource Management (HRM): The solution offers a sturdy group of outstanding human resource processes that enable users to improve productivity, enhance overall business performance, and lower TCO. Some processes include:

    • Workforce Management
    • Talent Management
    • Global Personnel Policy Management
    • Human Resource Analytics

    Customer Relations Management (CRM): This application provides for a streamlined, unique global gathering of information that will ensure all selling channels are continually following the organization's objectives and protocols. Some features include:

    • Oracle Service
    • Oracle Marketing
    • Oracle Order Management
    • Oracle Channel Revenue Management

    Project Portfolio Management (PPM): Oracle EBS provides a comprehensive, full lifecycle offering of project and portfolio management. Users get a single fully transparent view of all project-related ventures coupled with a superb performance process that grants users the ability to choose the best, most dynamic portfolio ventures.

    • Project Collaboration
    • Project Management
    • Project Analytics
    • Project Cost
    • Project Billing

    Financial Management: Users are able to perform more effectively, improve productivity and efficiency, develop productivity tools and integrated performance management, and develop processes for shared services to reduce overall operating costs. Some features include:

    • Asset Lifecycle Management
    • Financial Control and Reporting
    • Travel and Expense Management
    • Lease and Finance Management
    • Risk Management and Compliance

    Service Management: This application allows users access to the best data necessary to provide correct, precise, reliable information to their clients to ensure that every expectation is exceeded and consistently satisfied.

    • Inbound and outbound telephony
    • Project Collaboration
    • Project Cost
    • Billing
    • Project Management

    Reviews from Real Users:

    Kopano R., Freelancer at a tech services company, says, “What I found most valuable in Oracle E-Business Suite is the patching because it is straightforward. As long as you follow Oracle's best practices, you are able to finish the task of patching without a problem. I like that it's also easy to add products, e.g. if you want to add on financials, you can, or if you don't have financials, you can expand on that. I like that Oracle E-Business Suite is really scalable.”

    Mohammed G., Senior Oracle Application Consultant at a comms service provider, writes, “Oracle E-Business Suite consists of a lot of streams, such as financial and HR processes of the enterprise companies. We are using most of the Oracle financial modules, and we have an Oracle stream, FI procurement stream, and HR streams, which have a lot of applications. Oracle E-Business Suite has over 20 different modules to choose from, it is comprehensive. Additionally, the integration is very good. “

    Offer
    Learn more about Freshdesk
    Learn more about Oracle E-Business Suite
    Sample Customers
    Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
    Colab, Portobello, Saudi Telecom Company, DG Khan Cement, Dubai Holding
    Top Industries
    REVIEWERS
    Retailer21%
    Computer Software Company14%
    University7%
    Healthcare Company7%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Comms Service Provider13%
    Government8%
    Media Company6%
    REVIEWERS
    Comms Service Provider13%
    Energy/Utilities Company7%
    Manufacturing Company7%
    Construction Company7%
    VISITORS READING REVIEWS
    Computer Software Company23%
    Comms Service Provider10%
    Government7%
    Financial Services Firm7%
    Company Size
    REVIEWERS
    Small Business57%
    Midsize Enterprise14%
    Large Enterprise29%
    VISITORS READING REVIEWS
    Small Business29%
    Midsize Enterprise14%
    Large Enterprise56%
    REVIEWERS
    Small Business21%
    Midsize Enterprise16%
    Large Enterprise63%
    VISITORS READING REVIEWS
    Small Business22%
    Midsize Enterprise13%
    Large Enterprise65%
    Buyer's Guide
    Freshdesk vs. Oracle E-Business Suite
    November 2022
    Find out what your peers are saying about Freshdesk vs. Oracle E-Business Suite and other solutions. Updated: November 2022.
    657,849 professionals have used our research since 2012.

    Freshdesk is ranked 2nd in Field Service Management with 12 reviews while Oracle E-Business Suite is ranked 1st in Field Service Management with 41 reviews. Freshdesk is rated 8.0, while Oracle E-Business Suite is rated 7.6. The top reviewer of Freshdesk writes "Phenomenal knowledge base and great for customer support functions, but not suitable if you are trying to solve problems and use assets". On the other hand, the top reviewer of Oracle E-Business Suite writes "Highly flexible but lacks some balance between the cloud and on-premise versions". Freshdesk is most compared with JIRA Service Management, ServiceNow, ManageEngine ServiceDesk Plus, Microsoft Dynamics CRM and N-able MSP Manager, whereas Oracle E-Business Suite is most compared with SAP ERP, PeopleSoft, JD Edwards EnterpriseOne, Salesforce Sales Cloud and Oracle HCM Cloud. See our Freshdesk vs. Oracle E-Business Suite report.

    See our list of best Field Service Management vendors.

    We monitor all Field Service Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.