We performed a comparison between Freshdesk and Oracle Fusion Service based on real PeerSpot user reviews.
Find out what your peers are saying about Qualtrics, ServiceNow, Salesforce and others in Customer Experience Management."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 organization that is possible with other departments is the solution's most valuable aspect."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"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 is very easy to make reports."
"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."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"Previously, my clients used a smaller ERP system, not a major one. However, they have now transitioned to Oracle, which provides them with a more extensive range of options. Unlike before, it's now an integrated system that covers various aspects, including finance, supply chain management, and other functionalities."
"The solution is easy to learn."
"The solution is completely cloud-based and very easy to access from anywhere."
"Oracle Service Cloud could improve the integration for older platforms."
"Oracle Fusion Service offers good efficiency."
"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."
"The solution changes the way clients work to make it easier and faster."
"Technical support is not the best. It could be much, much better and offer better support to users."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"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."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"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."
"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."
"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."
"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."
"The UI experience needs refinement to enhance user-friendliness."
"The user experience has to be much better."
"Lacks the ability to deploy custom code for customization."
"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."
"The product must provide modules for operations management."
"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."
"The vendor must provide a user-friendly mobile application."
Freshdesk is ranked 4th in Customer Experience Management with 27 reviews while Oracle Fusion Service is ranked 10th in CRM with 30 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 TOPdesk, whereas Oracle Fusion Service is most compared with QuickBase, Siebel CRM, Oracle CX Sales, Sales Creatio and Salesforce Service Cloud.
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