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Top Rated
237 Ratings
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167 Ratings

Freshdesk

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Top Rated
237 Ratings
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Score 8.4 out of 100

Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)

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167 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Freshdesk

Freshdesk does not meet expectations by requiring such a complicated installation for desktop computers, which makes it suitable mainly if you are going to work from the cloud. Based on that it is feasible that the information of each attendance performed is stored online instead of downloading it. The situation where Freshdesk can be most useful is when you need to constantly review lists of support tickets. As easy as it is to find your way around the platform and organize such lists, there is no problem in needing data quickly. It is recommended to improve the support operations of any type of startup, mainly because its model is much more adaptable to the type of small business that can pay more attention to a specific customer.
Maria Wiley | TrustRadius Reviewer

Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)

This is generally used where there is a large number of employees in the organisation who are doing sales as it is difficult to keep track of everyone, so it can fetch all the data in one place. This is CRM and used where all information related to sales needs to be stored like leads, pipeline, updates, closure, etc. This also does the implementation process.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshdesk
8.7
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
Organize and prioritize service tickets
Freshdesk
9.0
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
Expert directory
Freshdesk
8.4
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
Subscription-based notifications
Freshdesk
8.4
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
ITSM collaboration and documentation
Freshdesk
7.6
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
Ticket creation and submission
Freshdesk
9.3
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
Ticket response
Freshdesk
9.7
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)

Self Help Community

Freshdesk
8.3
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
External knowledge base
Freshdesk
8.7
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
Internal knowledge base
Freshdesk
7.9
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)

Multi-Channel Help

Freshdesk
7.4
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
Customer portal
Freshdesk
8.4
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
IVR
Freshdesk
3.0
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
Social integration
Freshdesk
7.6
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
Email support
Freshdesk
9.8
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
Help Desk CRM integration
Freshdesk
8.3
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)

Sales Force Automation

Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.4
Customer data management / contact management
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.7
Workflow management
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.0
Territory management
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.2
Opportunity management
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.7
Integration with email client (e.g., Outlook or Gmail)
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
7.6
Contract management
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.6
Quote & order management
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.7
Interaction tracking
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.0
Channel / partner relationship management
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.8

Customer Service & Support

Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.3
Case management
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.2
Call center management
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.7
Help desk management
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
7.9

Marketing Automation

Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.4
Lead management
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
9.1
Email marketing
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
7.7

CRM Project Management

Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.9
Task management
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
9.1
Reporting
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.7

CRM Reporting & Analytics

Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.8
Forecasting
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
9.1
Pipeline visualization
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.6
Customizable reports
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.9

Customization

Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.5
Custom fields
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.8
Custom objects
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.8
Scripting environment
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.5
API for custom integration
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.1

Security

Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.4
Single sign-on capability
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.1
Role-based user permissions
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.7

Social CRM

Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.7
Social data
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
9.0
Social engagement
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.4

Integrations with 3rd-party Software

Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.1
Marketing automation
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.2
Compensation management
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
7.9

Platform

Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.5
Mobile access
Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
8.5

Pros

Freshdesk

  • A built-in phone system that clients use to reach our agents
  • Integration with Facebook and other social media apps that help us keep an eye to what is happening around the world.
  • The support portal is a one-stop destination where customers find answers and reach out for help.
  • The gamification mechanics turns the monotonous customer support job into an enjoyable and fun activity for agents.
Elizabeth Cassidy | TrustRadius Reviewer

Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)

  • Insights of companies are really practical because gives you an overview of the company performance at the time you are looking at it.
  • Easy to use the Company Search Module where you can easily search for companies on DataFox.
  • The integration with Salesforce gives you a look at who is currently working with the prospect at this point and who has work in the past.
ABRAHAM PABLO | TrustRadius Reviewer

Cons

Freshdesk

  • Reporting is a bit awkward sometimes, but you can level up for better reporting
  • The client onboarding to get them user accounts isn't always clearly defined
  • There are a lot of features many we didn't use, would have been nice to have more granular control over that to adjust our pricing
John Reitz | TrustRadius Reviewer

Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)

  • I would like to see more integration with other CRMs such as Salesforce.
  • We have each business unit built into Salesforce and it can track the amount of gross profit that flows through our Oracle database. It then further it trickles to each sales rep and what they've closed during their time at the company. These figures are not always accurate.
  • It be difficult navigating to accounts and drilling down into each specific customer to understand details.
Simon Vargas | TrustRadius Reviewer

Likelihood to Renew

Freshdesk

Freshdesk 10.0
Based on 4 answers
Freshdesk is feature rich and easy to use. The setup is intuitive and can integrate with Google, so we do not need to create accounts for new employees. The first time an employee needs to create a ticket they login with their Google account and the Freshdesk account is automatically generated
Jeffery Albertson | TrustRadius Reviewer

Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)

No score
No answers yet
No answers on this topic

Usability

Freshdesk

Freshdesk 8.8
Based on 18 answers
Freshdesk is by far the easiest to use Help Desk software that I have ever used. It is much simpler for day to day use. While it lacks some of the invoicing and CRM features of more cumbersome software, it more than makes up for this by being easy to use and quick for users to learn. The setup was fast as well.
Mikel Seidl | TrustRadius Reviewer

Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)

Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud) 7.5
Based on 11 answers
Overall our organization has completely moved to Oracle CX Sales and now is able to utilize the latest technology backed by AI to provide a much better experience to customers and saving money at the same time. So it's a Win-Win situation. I believe there is a slight learning curve to derive [the] full value out of this but once you are there, you can delight your customers.
Priya Joshi | TrustRadius Reviewer

Support Rating

Freshdesk

Freshdesk 9.1
Based on 19 answers
Support has been good the few times we have needed it, but most of our issues have been easily resolved by using the support documentation. We used guides starting out getting everything ready for the first use and it was smooth sailing. For contacting the support team, responses have been quick and accurate.
Anonymous | TrustRadius Reviewer

Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)

Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud) 7.9
Based on 11 answers
The support the Oracle team gives is generally very good. They are patient, willing to help, and their training methods are collaborative and inclusive. They have conducted multiple support sessions and it’s always been a great user experience. The stellar team [is] always on hand to lend support when the right time comes and their helpdesk is always on hand to help.
Graeme Canter | TrustRadius Reviewer

Implementation Rating

Freshdesk

Freshdesk 10.0
Based on 2 answers
No, it is easy to do
Victor Vũ | TrustRadius Reviewer

Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)

No score
No answers yet
No answers on this topic

Alternatives Considered

Freshdesk

ManageEngine was our first customer support ticketing system we implemented (instead of using a massive Excel file) - it vastly improved our ability to engage with customers, but we quickly outgrew it's feature-set and needing a solution that would continue to grow with us. Salesforce was difficult at best during our time using it - felt like we were told of the amazing things it could do, and upon purchase were sent a bunch of building blocks that we were expected to build ourselves - between Salesforce costs and third-party programming to get it to do what we needed to, Salesforce was not around for long (the 7% year after year increases were also a deal breaker).We picked Freshdesk because it offered a modern solution for a price that we were very happy with. We did compare it to Zendesk, but at the time of purchase several years ago, we were hearing better reviews of a relative new system of Freshdesk, so went with them. So far it has been a good investment, minus the occasional hiccups and quality of life issues.
Anonymous | TrustRadius Reviewer

Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)

Oracle Sales Cloud was our preference for a CRM cloud system because it had great additional features that we also wanted to utilise in addition to the traditional CRM. We really liked the lead tracking and the incentive sales compensation feature. Several department heads debated which software to go with and in the end we all agreed on Oracle Sales Cloud because it addressed the needs of all the different departments that now utilise the software.
Alina Hera | TrustRadius Reviewer

Contract Terms and Pricing Model

Freshdesk

No score
No answers yet
No answers on this topic

Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)

Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud) 7.0
Based on 1 answer
When we purchased this system it was one of the more expensive options in the market. However, with an adjustment in service and a relative price structure, this has become a lot more cost-effective over the past few years. It’s now more of a middle-ranking in the pricing structure and I would definitely say this is value for money.
Graeme Canter | TrustRadius Reviewer

Return on Investment

Freshdesk

  • The value provided by Freshdesk is better than the competitors we considered when looking at cost vs features
  • We migrated to Freshdesk from another similar platform and found that the UX/UI was easier to navigate and required less clicks to close out a support request, these clicks add up over time and allowed us to process more tickets in a given day without growing out team.
Anonymous | TrustRadius Reviewer

Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)

  • Unfortunately, our sales team has decreased productivity by trying to use the mobile application. It is poorly designed, and I've heard the same feedback from people at other organizations.
  • The ability to track and convert sales leads has proven to be a positive impact on ROI.
  • We are able to pass along leads and opportunities to our resellers.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Freshdesk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Freshdesk Editions & Modules

Edition
SproutFree
Blossom$15.002
Garden$35.002
Estate$49.002
Forest$99.002
Estate Omnichannel$79.002
Forest Omnichannel$139.002
  1. none
  2. Per Agent/Per Month (billed annually)
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan. Higher plans at $19.00, $45.00, $69.00 and $125.00 if billed monthly. The 21-day free trial covers all features at the Estate plan.

Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud) Editions & Modules

Edition
Professional$65.001
Standard$100.001
Enterprise$200.001
Premium$300.001
  1. Per User Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk
8.6
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
7.6

Likelihood to Renew

Freshdesk
10.0
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)

Usability

Freshdesk
8.8
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
7.5

Support Rating

Freshdesk
9.1
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
7.9

Implementation Rating

Freshdesk
10.0
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)

Contract Terms and Pricing Model

Freshdesk
Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
7.0

Add comparison