We performed a comparison between Adobe Experience Manager and Freshdesk based on real PeerSpot user reviews.
Find out what your peers are saying about Microsoft, OpenText, Box and others in Enterprise Content Management."Adobe Experience Manager is a content management system, and we use it to create and manage a website."
"I like the native applications such as Adobe Target, Adobe Analytics, and Adobe Experience Platform. Because of these, it's very easy to connect and obtain reports on how my website is doing, how many have visited it, how frequently, etc. The multiple publisher concept is one of the best parts of this solution."
"If you want to use content in a mobile application and you want the content in some other application, you can simply expose it from the CMS to different clients or different systems. It's easy. On top of that, the technology underlying AEM is open-source and is very powerful like Apache Sling and JCR."
"Adobe Experience Manager is quite a powerful product that you can use to design files and export them."
"It is easy to learn. You don't need to be an advanced Java developer."
"Easy to work with the solution."
"I've used several CMS tools, but Adobe Experience Manager is feature-rich, especially for web security and content management. It's more efficient to manage content on Adobe Experience Manager, and you can do a lot with it, such as updating content at any time, and on any platform, even from mobile or tablet. Adobe Experience Manager is still getting updated daily, and it's the best CMS tool in the market for me. I like that you can manage assets in Adobe Experience Manager. I also like that the solution has an analytics dashboard that shows you where the traffic comes from, how many clicks come from a specific location, the number of clicks and impressions, etc. Adobe Experience Manager can be accessed by other teams, for example, the digital media department of my company, so the solution can be used and updated per each team's requirement. Adobe Experience Manager is more than just a web developer tool, as it also allows visibility tracking and has other uses. I also like that the GUI for Adobe Experience Manager is straightforward and catchy. It has separate folders and icons, so using Adobe Experience Manager isn't tough. The solution is straightforward to use and handle."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"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 quite easy to program custom apps and integrate them."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"Technical support is outstanding."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"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."
"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."
"Adobe Experience Manager's pricing could be improved."
"In comparison to other CMS products, Adobe Experience Manager is missing some capabilities such as proper versioning or a better versioning system and backend connectivity. If something is deleted in AEM, the user cannot recover it. You have to call technical support, and they will need to recover the whole instance. So, it's really difficult. For example, if you delete a page, you cannot recover it. There should be an option to recover it. In AEM, you have to go to the previous state of the instance itself or the virtual machine, and you have to restore everything, which is not good."
"Tool-wise, the Adobe Experience Manager support team is not very responsive when the user face issues in AEM as a Cloud Service."
"I haven't seen any areas for improvement in Adobe Experience Manager as it's a full-fledged CMS tool, and Adobe is already working on enhancements for the solution. Adobe is working to make Adobe Experience Manager more valuable and easier to use for any user, even non-technical ones, through multiple components and templates. Day by day, Adobe provides the latest update to Adobe Experience Manager, and if my team needs any particular change, it just needs to be reported to the Adobe team. As Adobe Experience Manager has a broad scope and a lot of use cases and features, it's a solution that requires some time and effort from you in terms of learning, especially if you're implementing it for different clients, which could be an area for improvement."
"Programming model could be improved, it's a monolithic solution."
"The latest trend is to render everything in the client-side framework. For example, SPA or single page application. This is a feature that needs improvement. The cloud deployment pipeline needs to be improved as well."
"The solution's pricing and stability could be improved."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"I would like to see a little bit more color in the solution."
"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."
"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."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"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."
Adobe Experience Manager is ranked 7th in Enterprise Content Management with 16 reviews while Freshdesk is ranked 1st in Customer Experience Management with 27 reviews. Adobe Experience Manager is rated 7.8, while Freshdesk is rated 8.4. The top reviewer of Adobe Experience Manager writes "A powerful product that can be used for user experience, product design, and user journeys". On the other hand, the top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". Adobe Experience Manager is most compared with Adobe CQ5, Liferay Digital Experience Platform, WordPress, SharePoint and SDL Tridion DX, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM.
We monitor all Enterprise Content 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.
