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."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."
"The UI is easy to use."
"It is quite easy to program custom apps and integrate them."
"The organization that is possible with other departments is the solution's most valuable aspect."
"Omnichannel is one of the most valuable features of the solution."
"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."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"Financial and asset management features are valuable."
"The most valuable feature is the integration between accounts receivable, accounts payable, general ledger, and budgeting."
"The implementation of Oracle E-Business Suite is easy."
"Technical support is good."
"The on-premises solution has maturity in features but also flex fields."
"The new Subledger Accounting feature is very strong."
"Oracle E-Business Suite's most valuable feature is the information that it provides. For example, it's good to know the AR due date and the receipt of the products that you have sold. It is a good solution overall for enterprise management."
"The most valuable feature of Oracle E-Business Suite is the customization."
"I would like on-the-go translation,"
"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."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"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."
"Asset management and branding are two areas in the solution that have scope for improvement."
"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."
"There are always some bugs and missing patches."
"Areas for improvement would be that sometimes it's a bit rigid with customization and doesn't always facilitate region-specific requirements."
"It would be great to see Oracle E-Business Suite become less dependent on the SAO solution, which is an integration solution for Oracle platforms."
"On-site cloud support is slow and unresponsive."
"The issue of frequently applying patches and updates to fix bugs. Oracle should improve upon this issue, especially since it happens too frequently."
"The implementation took a long time but it was for many reasons. However, Oracle made sure that the solution and systems were up and running."
"They started on the mobile app and tablets, but still I see there are no short-forms used in EBS."
"It's difficult for some customers to understand in the beginning. A user really has to understand the processes."
Freshdesk is ranked 3rd in Field Service Management with 27 reviews while Oracle E-Business Suite is ranked 1st in Field Service Management with 141 reviews. Freshdesk is rated 8.4, while Oracle E-Business Suite is rated 7.8. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Oracle E-Business Suite writes "Offers valuable finance tools". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas Oracle E-Business Suite is most compared with Oracle HCM Cloud, SAP S/4HANA, SAP ERP, NetSuite ERP and Salesforce Sales Cloud. See our Freshdesk vs. Oracle E-Business Suite report.
See our list of best Field Service Management vendors.
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