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Adobe Web Experience Management vs Freshdesk comparison

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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
10th
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
3rd
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 (5th)
 

Mindshare comparison

As of September 2026, in the Customer Experience Management category, the mindshare of Adobe Web Experience Management is 2.2%, up from 1.9% compared to the previous year. The mindshare of Freshdesk is 2.4%, down from 3.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Customer Experience Management Mindshare Distribution
ProductMindshare (%)
Freshdesk2.4%
Adobe Web Experience Management2.2%
Other95.4%
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 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."
"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."
"This product is very efficient at managing end-to-end content publishing flows."
"Good content and digital management capabilities."
"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."
"Freshdesk is a time saver and reduces the need for fewer employees."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"The organization that is possible with other departments is the solution's most valuable aspect."
"Aside from sending a ticket to client, it can also send an image."
"Overall, this is a good and robust solution that offers an extensive number of features that we have not yet used."
"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."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
 

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."
"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."
"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."
"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."
"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."
"The billing issues I have with Freshdesk are in terms of additional users getting subscribed without my intervention."
"However, the challenging part comes from getting exactly what other departments needed from Freshdesk, especially the sales department, which requires good collaboration to extract the needed data."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"It's a heavy app with lots of APIs, third-party integrations, etc. They should make it lighter."
"Improvement can be done with the overall look, and fields like Query Type can be shown at the home page itself."
 

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."
"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."
"The pricing is pretty manageable and acceptable."
"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."
"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."
"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."
"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."
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Top Industries

By visitors reading reviews
No data available
Construction Company
11%
Manufacturing Company
9%
Financial Services Firm
9%
Outsourcing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business30
Midsize Enterprise6
Large Enterprise13
 

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: September 2026.
913,924 professionals have used our research since 2012.