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Adobe Web Experience Management vs Freshdesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Feb 8, 2026

Review summaries and opinions

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

Categories and Ranking

Adobe Web Experience Manage...
Ranking in Customer Experience Management
8th
Average Rating
8.2
Reviews Sentiment
4.4
Number of Reviews
4
Ranking in other categories
No ranking in other categories
Freshdesk
Ranking in Customer Experience Management
2nd
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
41
Ranking in other categories
Field Service Management (3rd), Help Desk Software (5th), Knowledge Management Software (4th)
 

Mindshare comparison

As of June 2026, in the Customer Experience Management category, the mindshare of Adobe Web Experience Management is 2.1%, up from 1.9% compared to the previous year. The mindshare of Freshdesk is 2.2%, down from 6.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Customer Experience Management Mindshare Distribution
ProductMindshare (%)
Freshdesk2.2%
Adobe Web Experience Management2.1%
Other95.7%
Customer Experience Management
 

Featured Reviews

Somnath Shelke - PeerSpot reviewer
Tech Architect at IBM
Content as a service has improved omnichannel delivery but deployment and debugging still need work
There is room for improvement in Adobe Web Experience Management, particularly concerning single-page applications. It has certain aspects that need improvement regarding content exposure. While content as a service has been introduced, there are some difficulties when implementing it, as customizations are required, which are not out-of-the-box features or APIs provided. Additionally, the deployment strategy employed for Adobe Cloud Services has room for improvement, particularly in the time taken for deployment and debugging. Developers find it challenging to debug issues in the environment, as previous on-premises versions provided more visibility. This aspect definitely needs improvement. Normally, for the cloud, deployment takes around thirty to forty-five minutes, but I have seen situations where it takes more than one hour, sometimes even one and a half hours. For the production environment, at least half an hour may be acceptable, but one and a half hours is not acceptable. This contrasts with the on-premises version, which has a different architecture for deployment. This should be improved, and they need to look into it because one and a half hours for deployment is too much.
Gauri Thakur - PeerSpot reviewer
Director, Portfolio Projects at Microland Limited
Integrated support workflows have provided a unified view but need broader enterprise flexibility
Freshdesk's scalability could be improved for larger businesses across departments. Its intuitive interface is appealing for small to medium-sized businesses. However, when you look at larger enterprise levels, ServiceNow operates more efficiently. This scalability is an area where Freshdesk could expand its offerings. Additionally, I don't have too much hands-on experience with Freshdesk ticket routing. I need to check with the service desk team if they've used it. Similarly, for analytics capability, I haven't explored much on Freshdesk, but I have done it for ServiceNow. I have seen a lot on ServiceNow and the BMC Remedy, so I can speak better for them. I haven't had the chance to look at it so much that I can do a comparison. I haven't had much experience with Freshdesk's reporting. Within its paradigm of customer service management, Freshdesk is quite scalable. But I've said that inter-department and the interoperability is better off in ServiceNow than in Freshdesk.

Quotes from Members

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

Pros

"The user interface of Adobe Web Experience Management is user-friendly, and that is the main reason most clients are moving to Adobe from other vendors."
"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."
"This product is very efficient at managing end-to-end content publishing flows."
"When new clients come for a requirement of a new site, we suggest Adobe Experience Manager because this is one of the best content management systems; it is easy to author, easy to manage, and easy to maintain."
"Overall, I find this product to be good because it is a hundred percent Java-based tool and supports the integration of other frameworks seamlessly, providing visibility for developers while offering considerable feasibility to integrate different frameworks comfortably."
"Good content and digital management capabilities."
"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's a product that is very easy to use and very user-friendly."
"Freshdesk's requirement for appending resolution details before allowing ticket closure ensures the automatic creation of a knowledge base."
"The most valuable features of Freshdesk that I have found useful are the quick and automated customer handling that uses AI and self-service options along with collaboration tools, which I plug into Slack, allowing my developer team to know directly what errors come from the main core of our website."
"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."
"When it is the appropriate solution, Freshdesk is fantastic."
"Freshdesk is very easy to use and understand; it has one of the best ticket systems that is easy to understand and provides the best visibility to customers."
"Freshdesk saves us a lot of time, and allows us to provide an excellent and efficient customer service."
 

Cons

"Additionally, the deployment strategy employed for Adobe Cloud Services has room for improvement, particularly in the time taken for deployment and debugging."
"Sometimes, they take a good amount of time to react to the issues."
"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."
"This product is unable to handle very large video files and related elements."
"From a technical support point of view for Adobe Web Experience Management, I would rate them a five. They attempt to resolve issues promptly, but response times can vary, and sometimes clients need to wait at least a month for more complex queries related to product parts as the support team has to consult with the core product team, which can take time."
"Freshdesk I do not like as much. It's much more time-consuming; it's much more complicated."
"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."
"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."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"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."
"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."
"Their support wasn't the best, it took a little bit for the person to understand what I was trying to say."
 

Pricing and Cost Advice

"It's definitely an expensive solution, but it comes with a lot of features and scalability. As compared to other content management systems that we have in the market, AEM is the costliest one. There is no hidden or additional fee."
"We use a licensing model only so we pay for the number of agents we have configured in the system only."
"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."
"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."
"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."
"It is costly."
"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."
"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."
"The pricing is pretty manageable and acceptable."
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Top Industries

By visitors reading reviews
No data available
Construction Company
12%
Financial Services Firm
11%
Manufacturing Company
10%
University
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business28
Midsize Enterprise6
Large Enterprise14
 

Questions from the Community

What is your experience regarding pricing and costs for Adobe Web Experience Management?
Adobe Web Experience Management is a little bit costlier compared to other products. I would rate the pricing for Adobe Web Experience Management as a high price, probably around three or four, ind...
What needs improvement with Adobe Web Experience Management?
There is room for improvement in Adobe Web Experience Management, particularly concerning single-page applications. It has certain aspects that need improvement regarding content exposure. While co...
What is your primary use case for Adobe Web Experience Management?
Adobe Web Experience Management is mainly used for static websites where frequent content changes occur. The tool is utilized in parallel for websites where content is configured in one place and c...
What needs improvement with Freshdesk?
I think the main problem with Freshdesk is the deep settings, interface, and analytics. When you need complex cross-functional reports, such as a link between tickets and CRM data or a specific vis...
What is your primary use case for Freshdesk?
My main use case for Freshdesk is customer support tickets. A specific example of how my team uses Freshdesk for customer support tickets is that it was a pre-integrated Freshdesk tool with Jira, w...
What advice do you have for others considering Freshdesk?
My advice for others looking into using Freshdesk is to consider that compared to Zendesk or Salesforce, where the settings might take months, Freshdesk can allow you to launch it in just a few day...
 

Overview

 

Sample Customers

Rundfunk Berlin-Brandenburg, University of Georgia, The University of Auckland, Dalhousie University, KfW Bankengruppe, IG Group, National Australia Bank, Investec, New Mexico Department of Transportation (NMDOT), Swiss Federal Railways (SBB), Singapore Tourism Board, European Southern Observatory (ESO)
Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
Find out what your peers are saying about Adobe Web Experience Management vs. Freshdesk and other solutions. Updated: June 2026.
900,644 professionals have used our research since 2012.