We performed a comparison between Freshdesk and Oracle Fusion Service based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management."The UI is easy to use."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"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."
"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."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"Technical support is outstanding."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"The service management features are valuable."
"The most valuable feature of the solution is that customers can easily understand it."
"Stable and scalable with good technical support."
"Everything is managed by Oracle, so they have security in place."
"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."
"The product's most valuable feature is an efficient fusion of finance and HR modules."
"Oracle Service Cloud could improve the integration for older platforms."
"The solution is easy to learn."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"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."
"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."
"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."
"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."
"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."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"We built some custom code to make a few functions easier. Oracle needs to look at what the customers do and integrate them into the product."
"One suggestion I have is to shorten the IT team's response time. When we submit an ASR or similar request, it takes a while to receive a response, and this can be seen as a drawback."
"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."
"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."
"The UI experience needs refinement to enhance user-friendliness."
"The user experience has to be much better."
"The product must provide modules for operations management."
"Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation."
Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while Oracle Fusion Service is ranked 8th in CRM with 29 reviews. Freshdesk is rated 8.4, while Oracle Fusion Service is rated 8.6. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Oracle Fusion Service writes "A reasonably stable and scalable tool to manage human resources, payroll, and expenses of a business". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas Oracle Fusion Service is most compared with QuickBase, Siebel CRM, Oracle CX Sales, Salesforce Sales Cloud and Microsoft Dynamics CRM.
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