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."It is easy to learn. You don't need to be an advanced Java developer."
"Adobe Experience Manager is quite a powerful product that you can use to design files and export them."
"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."
"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 a content management system, and we use it to create and manage a website."
"Easy to work with the solution."
"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."
"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."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"The organization that is possible with other departments is the solution's most valuable aspect."
"Omnichannel is one of the most valuable features of the solution."
"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."
"Technical support is outstanding."
"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."
"Tool-wise, the Adobe Experience Manager support team is not very responsive when the user face issues in AEM as a Cloud Service."
"Programming model could be improved, it's a monolithic solution."
"The solution's pricing and stability could be improved."
"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."
"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."
"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."
"It should enhance its service and its reporting capabilities."
"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."
"I would like to see a little bit more color in the solution."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"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 see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
Adobe Experience Manager is ranked 7th in Enterprise Content Management with 16 reviews while Freshdesk is ranked 2nd 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, SharePoint, WordPress and SDL Tridion DX, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk.
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