We compared Freshdesk and Adobe Web Experience Management across several parameters based on our users' reviews. After reading the collected data, you can find our conclusion below:
Features: Freshdesk stands out for its ease of use and customizability. It enables users to connect with different folders and integrate seamlessly. Reviewers also mentioned Freshdesk’s strong reporting and comprehensive knowledge base. Adobe Web Experience Management offers strong content management capabilities, pre-designed templates, and integration with third-party tools.
Room for Improvement: Freshdesk could improve its ticketing system, reporting templates, integration with Freshcaller, and implementation of feature requests. Adobe Web Experience Management could improve its handling of large video files and related elements. Users also want more styling and design customization.
Service and Support: Freshdesk’s customer service is regarded as efficient and prompt. Users described it as excellent, speedy, and attentive. Adobe’s customer service is highly rated, but some reported slower response times and wanted more extensive troubleshooting information.
Ease of Deployment: Freshdesk’s setup is quick, painless, and can be completed without outside help. Adobe Web Experience Management's initial setup can be challenging, particularly for self-deployment.
Pricing: Opinions about Freshdesk’s pricing are mixed. Some find it competitive and affordable, while others find it expensive, particularly when expanding or adding features. Adobe Web Experience Management has a relatively high cost compared to other content management systems.
ROI: Freshdesk improves the efficiency of customer management, addressing requests, and organizing documentation, resulting in a favorable return on investment. Adobe Web Experience Management has a relatively high cost compared to other content management systems.
Comparison Results: Freshdesk is highly regarded for its user-friendly interface, easy setup process, customizable features, seamless connectivity, and efficient reporting abilities. Still, there is room for improvement in areas like ticketing, integrations, reporting templates, and pricing. Adobe Web Experience Management provides easy deployment options, effective content management, and seamless integration with other systems. It could be better at handling large video files and offer more competitive pricing compared to other content management systems.
"The templates and components that come out of the box are very helpful, especially in terms of the content fragments and experience fragments. Every client would like to have some templates and components, and they would like to cut down the effort of having to create every component that's customized. So, they try to use them out of the box. Other than that, the user roles and permissions workflows, third-party integrations, and system integration are the features that are very important."
"Good content and digital management capabilities."
"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."
"It is quite easy to program custom apps and integrate them."
"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 generated reports for us, which helped us identify the status of requests and the aging of requests."
"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."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"Omnichannel is one of the most valuable features of the solution."
"Unable to handle very large video files."
"It would be better if it also supports some styling. Currently, whenever we have to do design for a particular client according to their brand strategy, it takes a good amount of effort. Adobe never focuses on this area. They say that you design your pages, templates, etc. If they can define common components or a common section of the style sheet so that if you want to have a button by default, you can go and just mention the specifications, such as the color code, and those specifications are automatically followed across the whole site or multiple sites according to the brand strategy. Such functionality will be helpful because currently, it takes a lot of effort to manage them separately."
"I would like on-the-go translation,"
"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."
"I would like to see a little bit more color in the solution."
"Technical support is not the best. It could be much, much better and offer better support to users."
"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."
"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."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"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."
More Adobe Web Experience Management Pricing and Cost Advice →
Adobe Web Experience Management is ranked 9th in Customer Experience Management with 2 reviews while Freshdesk is ranked 1st in Customer Experience Management with 27 reviews. Adobe Web Experience Management is rated 8.0, while Freshdesk is rated 8.4. The top reviewer of Adobe Web Experience Management writes "It has a lot of features, and it is very easy to learn, use, integrate, and manage". On the other hand, the top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". Adobe Web Experience Management is most compared with FullStory and OpenText Extended ECM, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, BMC Helix ITSM and ManageEngine ServiceDesk Plus. See our Adobe Web Experience Management vs. Freshdesk report.
See our list of best Customer Experience Management vendors.
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.