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Freshdesk vs Oracle Fusion Service comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
8.1
Freshdesk enhances time management, efficiency, and ROI, proving cost-effective and impactful despite manageable maintenance requirements.
Sentiment score
7.5
Oracle Fusion Service enhances customer experience, reduces costs, and offers substantial ROI, supported by integrated reporting and strong partnerships.
 

Customer Service

Sentiment score
7.3
Freshdesk support is responsive and helpful, but improvements are needed in technical issue handling and communication timeliness.
Sentiment score
6.0
Oracle Fusion Service's customer support is knowledgeable but slow, with service rated 7-9/10 and regional disparities noted.
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
I would rate them a nine on a scale of one to ten, as their service meets our expectations.
Customer service varies as sometimes I receive a good response, and other times I need to escalate issues and involve engineers from Oracle in an OWC session.
 

Scalability Issues

Sentiment score
7.8
Freshdesk is highly scalable, suitable for various team sizes, with some integration limitations noted by users.
Sentiment score
8.3
Oracle Fusion Service is highly scalable, supporting seamless expansion for all organization sizes with high user satisfaction ratings.
Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
In our environment, which is a fairly small company in one country, Freshdesk is easy to scale.
Initially, we had ten ERPs, and I have added more since.
 

Stability Issues

Sentiment score
8.2
Freshdesk is generally stable with high reliability, though minor issues and rare outages occasionally require technical support.
Sentiment score
8.1
Oracle Fusion Service is highly stable, supporting large-scale operations with minimal disruptions and proactive management of minor outages.
 

Room For Improvement

Freshdesk users seek interface enhancements, improved ticketing, integration, and support with better customization, documentation, and multi-language support.
Oracle Fusion Service needs improvements in user experience, pricing, integration, performance, documentation, and modern functionalities for large enterprises.
Currently, some features like SMS or WhatsApp integration are only available to larger user groups, but even smaller teams should have access based on their specific needs.
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
The current integration is more complicated and doesn’t work as well.
Simpler integration capabilities.
When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.
 

Setup Cost

Freshdesk offers competitive pricing per agent, favorably compared to alternatives, with optional integration costs and negotiable deals.
Oracle Fusion Service offers flexible pricing but can be costly for small businesses; efficient license management is essential.
Our organization pays about 200,000 Indian rupees per year for the license.
I think it's expensive, yet it does not pose a threat, making it costly for my enterprise.
 

Valuable Features

Freshdesk is favored for its customizable features, seamless integration, user-friendly interface, and efficient customer support management.
Oracle Fusion Service enhances customer interaction and streamlines operations with omni-channel communication, integration, automation, and flexible customization.
These features are easy to use, and the filtering is really good, providing a good overview of active tickets and who's working on them.
Some of the best features of Freshdesk include automation, user-friendly interface, and comprehensive support options that enhance our workflow.
The auto-assignment feature is particularly valuable as it alleviates the administrative task of manually checking for available engineers to assign tickets.
The company has invested in ERP Cloud, and the seeded APIs and VIP features allow for customization using Groovy script.
There is also a focus on maintaining efficiency, and it is a significant time saver.
 

Categories and Ranking

Freshdesk
Average Rating
8.2
Reviews Sentiment
7.5
Number of Reviews
32
Ranking in other categories
Customer Experience Management (4th), Field Service Management (3rd), Help Desk Software (5th), Knowledge Management Software (5th)
Oracle Fusion Service
Average Rating
8.6
Reviews Sentiment
7.0
Number of Reviews
33
Ranking in other categories
CRM Customer Engagement Centers (4th), CRM (10th), Marketing Management (7th)
 

Mindshare comparison

While both are Customer Relationship Management solutions, they serve different purposes. Freshdesk is designed for Customer Experience Management and holds a mindshare of 5.3%, up 4.5% compared to last year.
Oracle Fusion Service, on the other hand, focuses on CRM, holds 1.4% mindshare, down 1.5% since last year.
Customer Experience Management
CRM
 

Featured Reviews

SujayRao - PeerSpot reviewer
Offers insights into team performance, with ready-made reports and GenAI features that assist in creating reports
Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs. Despite having third-party integration options, these features should be inherently available in the tool without additional expenses. Integration with social media and review platforms should be built-in.
MahaboobPasha - PeerSpot reviewer
Integration enhances efficiency with good ERP Fusion Console that helps with centralization
When it comes to ERP Cloud, performance has always been an issue, especially when calling an API or a VIP publisher. I experience timeouts, which Oracle needs to improve. There have been many service requests around this, particularly last year. Although progress has been made, performance is still a concern for me. When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them. Enhanced performance is something that I would be interested in.
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Top Industries

By visitors reading reviews
Computer Software Company
24%
Real Estate/Law Firm
8%
Financial Services Firm
7%
Manufacturing Company
7%
Educational Organization
37%
Financial Services Firm
8%
Manufacturing Company
8%
Computer Software Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Freshdesk?
Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.
What needs improvement with Freshdesk?
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
What is your primary use case for Freshdesk?
My primary use cases with Freshdesk involve help desk software as well as additional functionalities tailored to our operations. For the industry that I'm working in, Freshdesk is used primarily fo...
What needs improvement with Oracle Service Cloud?
I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.
 

Also Known As

No data available
Oracle Service Cloud, Oracle RightNow
 

Overview

 

Sample Customers

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
Pacifico Seguros Generales, Elsevier B.V., Madison Area Technical College, Bigtree Entertainment, Pvt. Ltd., HM Land Registry, Walmart Stores Inc., MakeMyTrip Ltd., Orbitz Worldwide LLC, Big Fish Games Inc.
Find out what your peers are saying about Qualtrics, Salesforce, ServiceNow and others in Customer Experience Management. Updated: June 2025.
861,170 professionals have used our research since 2012.