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 ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"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."
"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."
"Oracle offers a wide range of applications, each capable of delivering significant value to our business."
"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."
"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."
"The service management features are valuable."
"The solution is easy to learn."
"Everything is managed by Oracle, so they have security in place."
"The product's most valuable feature is an efficient fusion of finance and HR modules."
"Oracle's strength lies in swiftly building and deploying enterprise applications globally."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"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."
"It should enhance its service and its reporting capabilities."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"Asset management and branding are two areas in the solution that have scope for improvement."
"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."
"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."
"The UI experience needs refinement to enhance user-friendliness."
"The solution’s reporting could be improved."
"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."
"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."
"The product's option to upload payroll data doesn't work seamlessly."
"The vendor must provide a user-friendly mobile application."
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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