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Freshdesk vs Oracle Service Cloud comparison

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Freshdesk Logo
2,243 views|1,789 comparisons
Oracle Service Cloud Logo
1,245 views|996 comparisons
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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.""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.""I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before.""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.""The organization that is possible with other departments is the solution's most valuable aspect.""It is quite easy to program custom apps and integrate them.""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's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."

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"Oracle Cloud Services integrates well. It has lots of APIs to integrate with other solutions, like the PBX we use from Cisco. The ability to integrate Siebel data with Cisco PBX was nice.""Everything is managed by Oracle, so they have security in place."

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Cons
"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 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.""There are some restrictions where you need automation and sometimes there is just no way to achieve what you need.""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.""While it's good for a small number of tickets, definitely in the future, we will require something more powerful.""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.""Technical support is not the best. It could be much, much better and offer better support to users.""We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."

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"Oracle changed the means by which users are created in the system. I would like this to be easier to implement.""The user experience has to be much better."

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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."
  • More Freshdesk Pricing and Cost Advice →

  • "This is definitely an expensive product compared to others on the market."
  • More Oracle Service Cloud 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 have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than… more »
    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: 
    Does it scale the same way your company does?  It’s great for small- to medium-size companies but struggles out-of-the-box with big companies (e.g., for >5k logged-in users).
    Ranking
    Views
    2,243
    Comparisons
    1,789
    Reviews
    6
    Average Words per Review
    823
    Rating
    8.5
    11th
    out of 68 in CRM
    Views
    1,245
    Comparisons
    996
    Reviews
    1
    Average Words per Review
    275
    Rating
    6.0
    Comparisons
    Also Known As
    Oracle RightNow
    Learn More
    Overview
    Freshdesk is a full-fledged cloud based customer support solution that offers everything a business needs to deliver exceptional support. Unlike competing products with steep pricing tiers and hidden strings, Freshdesk is priced affordably, and is free forever for the first three agents. Built with an emphasis on usability, Freshdesk offers all the tools a company needs to wow its customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations and a lot more. From startups to enterprises, more than 80,000 businesses of all sizes use Freshdesk to streamline their support processes. Freshdesk is part of the Freshworks product family, whose products include Freshservice IT Service Management Software, Freshsales CRM Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

    Oracle Service Cloud, part of the Oracle CX Cloud Suite, is a cloud-based, omnichannel solution that captures a 360-degree view of every customer in a dynamic and unified agent desktop. Oracle Service Cloud’s innovative approach is driven by knowledge, automation, and evolving customer interaction channels, simplifying every service experience for service administrators and customers alike. By helping to differentiate your organization's service experience, Oracle Service Cloud delivers measurable business impacts across all industries.

    This flexible and scalable platform includes:

    • A highly interactive and pixel-perfect Web and Mobile Customer Service, encouraging customers to self-serve via a customer portal, knowledge base, Facebook page, or peer-based community. Service can also be predictive, through the Internet of Things, or automated through virtual assistants, for example.
    • A unified Cross-Channel Contact Center that captures a unique 360-degree view of every consumer across all channels guiding agents to seamless resolution.
    • A time-based, self-learning, and predictive Field Service Management (formerly TOA Technologies) that automates and optimizes operations in the field.
    • A fully integrated cloud Knowledge Management solution that delivers a seamless and consistent experience across all channels. It is the backbone of every omnichannel service strategy.
    • Oracle Policy Automation delivers Smarter Advice–a more personal, richer interaction with customers based on the easy automation of business processes, rules, regulations, and organizational policies.

      For more information visit https://cloud.oracle.com/en_US/service-cloud

    Offer
    Learn more about Freshdesk
    Learn more about Oracle Service Cloud
    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.
    Top Industries
    REVIEWERS
    Retailer25%
    Computer Software Company17%
    University8%
    Healthcare Company8%
    VISITORS READING REVIEWS
    Computer Software Company30%
    Comms Service Provider20%
    Government5%
    Energy/Utilities Company5%
    VISITORS READING REVIEWS
    Computer Software Company42%
    Comms Service Provider14%
    Government4%
    Healthcare Company4%
    Company Size
    REVIEWERS
    Small Business53%
    Midsize Enterprise18%
    Large Enterprise29%
    REVIEWERS
    Small Business44%
    Midsize Enterprise13%
    Large Enterprise44%

    Freshdesk is ranked 1st in Customer Experience Management with 9 reviews while Oracle Service Cloud is ranked 11th in CRM with 2 reviews. Freshdesk is rated 8.6, while Oracle Service Cloud is rated 8.0. The top reviewer of Freshdesk writes "Easy to use with great features and helpful technical support". On the other hand, the top reviewer of Oracle Service Cloud writes "It has lots of APIs to integrate with other solutions". Freshdesk is most compared with ServiceNow, JIRA Service Management, Zendesk Guide, Microsoft Dynamics CRM and SolarWinds Web Help Desk, whereas Oracle Service Cloud is most compared with Oracle CX Sales, Siebel CRM, Microsoft Dynamics CRM, Salesforce Service Cloud and Vlocity.

    We monitor all Customer Experience 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.