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 UI is easy to use."
"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."
"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's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"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 is very easy to make reports."
"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."
"It is quite easy to program custom apps and integrate them."
"The solution is easy to learn."
"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."
"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."
"The most valuable feature of the solution is that customers can easily understand it."
"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."
"The product's most valuable feature is an efficient fusion of finance and HR modules."
"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."
"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."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"Technical support is not the best. It could be much, much better and offer better support to users."
"Asset management and branding are two areas in the solution that have scope for improvement."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"The product's option to upload payroll data doesn't work seamlessly."
"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."
"The user experience has to be much better."
"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."
"Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation."
"The vendor must provide a user-friendly mobile application."
"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."
"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."
Freshdesk is ranked 2nd in Customer Experience Management with 27 reviews while Oracle Fusion Service is ranked 8th 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, Salesforce Sales Cloud and Microsoft Dynamics CRM.
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