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.
"Good content and digital management capabilities."
"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."
"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."
"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."
"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 is very easy to make reports."
"The UI is easy to use."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"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."
"Unable to handle very large video files."
"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."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"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."
"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."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"I would like on-the-go translation,"
"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."
"Asset management and branding are two areas in the solution that have scope for improvement."
More Adobe Web Experience Management Pricing and Cost Advice →
Adobe Web Experience Management is ranked 8th in Customer Experience Management with 2 reviews while Freshdesk is ranked 2nd 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, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM. See our Adobe Web Experience Management vs. Freshdesk report.
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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.