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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Oracle Service

    Score5.1 out of 10
    N/AOracle Service is the help desk and customer experience management platform from Oracle. The technology was developed and supported by RightNow Technologies as RightNow CX for cloud-based call center automation, until that company's acquisition by Oracle in 2011 for about $1.5 billion.N/A

    Zendesk Suite

    Score8.8 out of 10
    N/AZendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.

    $69

    per month per agent

    Pricing
    Oracle ServiceZendesk Suite
    Editions & Modules
    No answers on this topic
    Suite Team
    $69
    per month per agent
    Suite Growth
    $115
    per month per agent
    Suite Professional
    $149
    per month per agent
    Suite Enterprise
    Contact Sales
    Offerings
    Pricing Offerings
    Oracle ServiceZendesk Suite
    Free Trial
    NoYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoYes
    Entry-level Setup FeeNo setup feeOptional
    Additional Details20% discount available with annual pricing.
    More Pricing Information
    Community Pulse
    Oracle ServiceZendesk Suite
    Considered Both Products
    Oracle
    Chose Oracle Service
    At the time of our evaluation, the language and API support in Oracle surpassed that of Zendesk. The OOTB Knowledge base solution with Dynamics 365 was lacking in features.
    Incentivized
    Chose Oracle Service
    Our company selected Oracle Service Cloud over others at the time because of the customization opportunities. In the original set-up and working with the Oracle team, we were able to essentially create a platform entirely based around our needs as a department. The reporting …
    Incentivized
    Chose Oracle Service
    The only software I have used in the past, at another employer, that comes anywhere close to this functionality was Zendesk. It is not a direct comparison as Oracle Service Cloud offers much more than Zendesk's basic support ticketing and communications. At the scale and …
    Incentivized
    Chose Oracle Service
    Oracle Service Cloud is more complete and flexible. It is an enterprise platform. 95% of products and capabilities are native and don't need add-ons.
    Incentivized
    Chose Oracle Service
    We switched from Zendesk to Oracle, and there are definitely pros and cons to each product. Zendesk is definitely easier to navigate and has a more simple feel to it. However, Oracle has a huge advantage in how many different services it is able to integrate into one platform. …
    Incentivized
    Chose Oracle Service
    The decision was made well before my time but I know that eGain was one of the others evaluated.

    For a more recent integration, we switched a newly-acquired site from Zendesk because we needed it to fit into our larger RightNow ecosystem.
    Incentivized
    Zendesk
    No answer on this topic
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    Oracle ServiceZendesk Suite
    Incident and problem management
    Comparison of Incident and problem management features of Oracle Service and Zendesk Suite
    Feature
    Oracle Service
    7.5
    78 Ratings
    Zendesk Suite
    8.8
    154 Ratings
    Organize and prioritize service tickets7.073 Ratings9.2153 Ratings
    Expert directory7.553 Ratings8.3102 Ratings
    Subscription-based notifications7.057 Ratings8.6106 Ratings
    ITSM collaboration and documentation6.750 Ratings8.5104 Ratings
    Ticket creation and submission9.074 Ratings9.3153 Ratings
    Ticket response8.074 Ratings9.3152 Ratings
    Self Help Community
    Comparison of Self Help Community features of Oracle Service and Zendesk Suite
    Feature
    Oracle Service
    7.3
    74 Ratings
    Zendesk Suite
    8.5
    139 Ratings
    External knowledge base6.865 Ratings8.5133 Ratings
    Internal knowledge base7.774 Ratings8.5127 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Oracle Service and Zendesk Suite
    Feature
    Oracle Service
    7.2
    76 Ratings
    Zendesk Suite
    9.0
    150 Ratings
    Customer portal7.569 Ratings9.2121 Ratings
    IVR7.635 Ratings8.659 Ratings
    Social integration4.746 Ratings8.597 Ratings
    Email support7.874 Ratings9.4147 Ratings
    Help Desk CRM integration8.654 Ratings9.2112 Ratings
    User Ratings
    Oracle ServiceZendesk Suite
    Likelihood to Recommend
    5.1
    (89 ratings)
    9.0
    (192 ratings)
    Likelihood to Renew
    10.0
    (9 ratings)
    10.0
    (43 ratings)
    Usability
    10.0
    (5 ratings)
    8.9
    (65 ratings)
    Availability
    10.0
    (1 ratings)
    8.6
    (13 ratings)
    Performance
    9.0
    (1 ratings)
    8.0
    (10 ratings)
    Support Rating
    10.0
    (7 ratings)
    5.5
    (31 ratings)
    In-Person Training
    9.0
    (1 ratings)
    10.0
    (1 ratings)
    Online Training
    -
    (0 ratings)
    7.9
    (9 ratings)
    Implementation Rating
    9.0
    (4 ratings)
    9.0
    (18 ratings)
    Configurability
    9.0
    (1 ratings)
    9.3
    (3 ratings)
    Ease of integration
    5.0
    (11 ratings)
    -
    (0 ratings)
    Product Scalability
    10.0
    (1 ratings)
    -
    (0 ratings)