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Adobe Workfront vs Freshservice comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 19, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
5.6
Adobe Workfront boosts efficiency and productivity significantly, saving time and resources while enhancing collaboration and user growth.
Sentiment score
6.4
Freshservice offers significant ROI benefits with improved efficiency, though costs and user management are concerns for some regions.
We tracked all of the savings through Adobe Workfront, and at the end of the year, for those 2,500 users, we saved over 1,200 hours, or 1,200 man hours.
 

Customer Service

Sentiment score
7.0
Adobe Workfront's support is well-rated for expertise and responsiveness, though complex issues can experience longer response times.
Sentiment score
6.4
Freshservice support is responsive and professional, but users note occasional navigation issues and delays in problem resolution.
They provide answers and guidance on how to resolve issues, such as clearing cookies and cache, and assist in best practice configuration and optimization of the platform.
It is considered a citizen admin system, and you don't need to be an IT professional to be an administrator.
If L5 does not understand, it moves to L4. If they can't solve it, it moves to a higher level.
However, they have improved over the period of two years.
We had a good experience with customer service, receiving a positive response from technical support.
 

Scalability Issues

Sentiment score
6.7
Adobe Workfront scales well for midsize to enterprise businesses, offering flexibility, customization, and strategic planning with manageable scalability challenges.
Sentiment score
7.2
Freshservice offers scalable, cloud-based IT solutions with flexible licensing, though customization may be limited for larger enterprises.
We have gone from two or three marketing teams up to over 40 marketing teams and 6,500 users in a few years.
The solution is really scalable.
Freshservice is easy to use for scalability.
 

Stability Issues

Sentiment score
6.8
Adobe Workfront is praised for its stability, with issues resolved quickly and performance consistently rated highly by users.
Sentiment score
8.1
Freshservice is stable and reliable, with minor glitches addressed efficiently, ensuring robust performance and high user satisfaction.
Adobe Workfront provides a stable foundation for project management.
Overall, I would rate the stability and reliability of Adobe Workfront a ten.
I have not faced any challenges with the stability of Adobe Workfront.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
 

Room For Improvement

Adobe Workfront users want improved reporting, integration, and interface customization for better usability, efficiency, and data visualization.
Freshservice faces issues with reporting, project management, customization, integration, asset management, support features, and performance for large users.
We can enhance integrations, such as ensuring Adobe Workfront integrates more seamlessly with other Adobe products like Experience Manager and Creative Cloud.
If I have issue-level data and project-level data that I need to see, with some custom coding, you can do some of it in a report, but in general, if you have a lot of that blended data between levels, you need to use a dashboard, which requires two different reports due to the difficulty in pulling data at the different levels into one thing.
Integration with Azure DevOps could be improved to facilitate better communication between the two systems.
There's limited experience with the CMDB or asset management features.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.
 

Setup Cost

Adobe Workfront's pricing is high but offers flexibility, discounts, and value for large remote teams with efficiency improvements.
Freshservice provides transparent, flexible pricing options praised for competitiveness, though considered expensive by some, ideal for various enterprise solutions.
This can include items such as mileage, supplies, software, licenses, and travel costs.
The per-user cost in the ultimate plan of Adobe Workfront is approximately $1,232 when purchasing 800 to 1,000 licenses.
The solution offers flat licensing and appears to be cost-effective.
We pay a certain amount annually for the number of users, and as users increase, the cost increases.
 

Valuable Features

Adobe Workfront offers customizable tools for effective project management, enhancing collaboration, automation, integration, and workflow flexibility for users.
Freshservice offers incident management, automation, asset management, customization, scalability, ITIL compliance, with user engagement via Freshchat and APIs.
It provides comprehensive features with built-in integration for creative tools, addressing the pain point of creative collaboration in the content supply chain.
Reporting is a major part of Adobe Workfront, making it not just a workflow management tool but also a tool where we can get data and present it to executives through comprehensive reporting.
The system aids in supporting demand management and producing high-level status reports.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
 

Categories and Ranking

Adobe Workfront
Ranking in Project Management Software
6th
Average Rating
8.4
Reviews Sentiment
6.6
Number of Reviews
42
Ranking in other categories
Digital Asset Management (1st)
Freshservice
Ranking in Project Management Software
9th
Average Rating
8.0
Reviews Sentiment
6.9
Number of Reviews
35
Ranking in other categories
Help Desk Software (7th), Cloud Management (15th), IT Asset Management (6th), IT Service Management (ITSM) (5th)
 

Mindshare comparison

As of October 2025, in the Project Management Software category, the mindshare of Adobe Workfront is 2.7%, down from 4.0% compared to the previous year. The mindshare of Freshservice is 1.6%, down from 1.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Project Management Software Market Share Distribution
ProductMarket Share (%)
Adobe Workfront2.7%
Freshservice1.6%
Other95.7%
Project Management Software
 

Featured Reviews

Chris French - PeerSpot reviewer
Enhanced project management and automation simplify reporting and approval processes
I think that Adobe Workfront could be improved in several areas, including reporting, which I've already mentioned. There are very specific things within the custom forms that I think could be improved, such as having different labels within forms instead of system-wide. The ability to hide options in a drop-down at the custom form level instead of system-wide would be another improvement. There are times we have to create brand new fields because we need slightly different wording within the label. If we had the capability, we could easily trim down from over 1,000 custom fields to about 400 custom fields if we had the ability to have individual labels by form. So reporting is a big one, and I think there are some not huge changes needed, but improvements to custom forms and custom fields would be beneficial. My experience with reporting in Adobe Workfront so far is that the reporting could be better. The ability to report is great, but I think it is too difficult. Regarding dashboards, they are crucial to be able to pull information from different levels, but that's also a negative because it is very difficult to do that on a report. If I have issue-level data and project-level data that I need to see, with some custom coding, you can do some of it in a report, but in general, if you have a lot of that blended data between levels, you need to use a dashboard, which requires two different reports due to the difficulty in pulling data at the different levels into one thing.
Trilochana Gouda - PeerSpot reviewer
Smooth incident management and easy to use while needing better escalation management
We are using Freshservice for the IT ticketing system for business users We use the ticketing system primarily, which is very easy to use for all users. Freshservice is helpful, especially in incident management. Incident management is very helpful, and the system is straightforward, making it…
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Healthcare Company
11%
Manufacturing Company
8%
Retailer
8%
Computer Software Company
19%
University
7%
Manufacturing Company
7%
Educational Organization
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise6
Large Enterprise30
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise3
Large Enterprise12
 

Questions from the Community

What is your experience regarding pricing and costs for Workfront?
The per-user cost in the ultimate plan of Adobe Workfront is approximately $1,232 when purchasing 800 to 1,000 licenses. The ultimate plan includes Fusion, which is an excellent automation tool. In...
What needs improvement with Workfront?
The platform could benefit from additional customization features. The external lookup field, which allows custom API calls to fill data, is limited to two thousand results, which is insufficient f...
What is your primary use case for Workfront?
We specifically implement Adobe Workfront for other clients as Deloitte is a partner of Adobe. We work with different clients to implement Workfront and streamline marketing resource management wit...
What do you like most about Freshservice?
The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding...
What is your experience regarding pricing and costs for Freshservice?
The solution offers flat licensing and appears to be cost-effective.
What needs improvement with Freshservice?
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs impr...
 

Comparisons

 

Also Known As

AtTask, Workfront DAM
Flint
 

Overview

 

Sample Customers

Advance Autoparts, Emerson, Covario, Cisco, Caroma, TREK, Sapient Nitro, ATB, LexisNexis, CarPhone Warehouse
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Find out what your peers are saying about Adobe Workfront vs. Freshservice and other solutions. Updated: September 2025.
869,566 professionals have used our research since 2012.