Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Adobe Target
Score 7.4 out of 10
N/A
Adobe Test and Target is an A/B, multi-variate testing platform which Adobe acquired as part of the Omniture platform in 2009. It is now part of the Adobe Marketing Cloud. It offers tight integration with Adobe analytics and content management products.N/A
Freshdesk
Score 8.6 out of 10
N/A
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
$0
Up to 10 agents per user
Pricing
Adobe TargetFreshdesk
Editions & Modules
No answers on this topic
Free
$0
Up to 10 agents
Growth
$15
per month per agent
Pro
$49
per month per agent
Enterprise
$69
per month per agent
Offerings
Pricing Offerings
Adobe TargetFreshdesk
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Adobe TargetFreshdesk
Top Pros
Top Cons
Features
Adobe TargetFreshdesk
Testing and Experimentation
Comparison of Testing and Experimentation features of Product A and Product B
Adobe Target
8.1
9 Ratings
6% below category average
Freshdesk
-
Ratings
a/b experiment testing8.59 Ratings00 Ratings
Split URL testing8.28 Ratings00 Ratings
Multivariate testing8.28 Ratings00 Ratings
Multi-page/funnel testing7.36 Ratings00 Ratings
Cross-browser testing8.65 Ratings00 Ratings
Mobile app testing8.65 Ratings00 Ratings
Test significance7.59 Ratings00 Ratings
Visual / WYSIWYG editor7.78 Ratings00 Ratings
Advanced code editor8.07 Ratings00 Ratings
Page surveys7.84 Ratings00 Ratings
Visitor recordings8.24 Ratings00 Ratings
Preview mode8.28 Ratings00 Ratings
Test duration calculator8.18 Ratings00 Ratings
Experiment scheduler8.19 Ratings00 Ratings
Experiment workflow and approval7.96 Ratings00 Ratings
Dynamic experiment activation7.84 Ratings00 Ratings
Client-side tests8.57 Ratings00 Ratings
Server-side tests7.74 Ratings00 Ratings
Mutually exclusive tests8.28 Ratings00 Ratings
Audience Segmentation & Targeting
Comparison of Audience Segmentation & Targeting features of Product A and Product B
Adobe Target
8.4
9 Ratings
5% below category average
Freshdesk
-
Ratings
Standard visitor segmentation8.69 Ratings00 Ratings
Behavioral visitor segmentation8.28 Ratings00 Ratings
Traffic allocation control8.69 Ratings00 Ratings
Website personalization8.28 Ratings00 Ratings
Results and Analysis
Comparison of Results and Analysis features of Product A and Product B
Adobe Target
8.1
9 Ratings
5% below category average
Freshdesk
-
Ratings
Heatmap tool8.24 Ratings00 Ratings
Click analytics7.37 Ratings00 Ratings
Scroll maps7.84 Ratings00 Ratings
Form fill analysis8.74 Ratings00 Ratings
Conversion tracking8.28 Ratings00 Ratings
Goal tracking8.28 Ratings00 Ratings
Test reporting8.59 Ratings00 Ratings
Results segmentation8.28 Ratings00 Ratings
CSV export7.37 Ratings00 Ratings
Experiments results dashboard8.39 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Adobe Target
-
Ratings
Freshdesk
8.4
145 Ratings
6% above category average
Organize and prioritize service tickets00 Ratings8.7141 Ratings
Expert directory00 Ratings8.195 Ratings
Subscription-based notifications00 Ratings8.43 Ratings
ITSM collaboration and documentation00 Ratings7.64 Ratings
Ticket creation and submission00 Ratings8.8142 Ratings
Ticket response00 Ratings8.7142 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Adobe Target
-
Ratings
Freshdesk
8.3
130 Ratings
7% above category average
External knowledge base00 Ratings8.4116 Ratings
Internal knowledge base00 Ratings8.3120 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Adobe Target
-
Ratings
Freshdesk
8.4
138 Ratings
9% above category average
Customer portal00 Ratings8.1116 Ratings
IVR00 Ratings8.143 Ratings
Social integration00 Ratings8.572 Ratings
Email support00 Ratings8.7138 Ratings
Help Desk CRM integration00 Ratings8.284 Ratings
Best Alternatives
Adobe TargetFreshdesk
Small Businesses
Kameleoon
Kameleoon
Score 9.5 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Dynamic Yield
Dynamic Yield
Score 9.1 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Dynamic Yield
Dynamic Yield
Score 9.1 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Adobe TargetFreshdesk
Likelihood to Recommend
6.8
(36 ratings)
8.8
(212 ratings)
Likelihood to Renew
6.3
(24 ratings)
9.8
(14 ratings)
Usability
1.1
(4 ratings)
8.9
(35 ratings)
Availability
6.1
(4 ratings)
9.1
(4 ratings)
Performance
8.0
(3 ratings)
8.6
(4 ratings)
Support Rating
3.5
(9 ratings)
8.6
(33 ratings)
In-Person Training
8.1
(3 ratings)
8.2
(1 ratings)
Online Training
6.1
(3 ratings)
8.0
(2 ratings)
Implementation Rating
7.2
(5 ratings)
8.4
(142 ratings)
Configurability
-
(0 ratings)
8.5
(3 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
9.1
(3 ratings)
Ease of integration
-
(0 ratings)
8.8
(2 ratings)
Product Scalability
-
(0 ratings)
9.1
(4 ratings)
Vendor post-sale
-
(0 ratings)
8.0
(2 ratings)
Vendor pre-sale
-
(0 ratings)
7.8
(2 ratings)
User Testimonials
Adobe TargetFreshdesk
Likelihood to Recommend
Adobe
If you're using the Adobe stack and tools to power your website, Target is a great solution to implement. I've utilized Target within two organizations, one running on Adobe Experience Manager (AEM), and the other on Adobe Magento. I don't see how companies could harness the full capacity of Target without also having Adobe Analytics integrated. This is their 'secret sauce' and might not be a good solution for companies who are invested in Google Analytics 360. Integration was straightforward but did require support from the Adobe team to implement successfully. While Target is a great tool for digital teams to support, you'll need your tech team aligned and available to support implementation.
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Freshworks Inc
Using a collection of Skill Based Ticket Assignment, Ticket Allocation, and alerts, we’ve been able to bring our average resolution time to under half our previous time. This is done by making sure the right tickets get to the right agents, and by ensuring agents are followed up on to ensure they do not forget deadlines on tickets in their queue. Furthermore, tickets which would be open for weeks due to lack of a client response are now closed automatically following a prompt email to the end-user
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Pros
Adobe
  • This application gives us an incredible integration with Adobe Analytics that allows its operation to be the best and determine the performance of our website.
  • It offers us an analysis based on user behavior and a web page customization option to adapt and meet the needs of those users.
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Freshworks Inc
  • Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
  • Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
  • There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
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Cons
Adobe
  • This is something a lot of testing tools struggle with, but I think the WYSIWYG ("What you see is what you get") editor - or Visual Experience Composer (VEC) in Adobe terminology - could definitely use some work. It's a struggle to execute many tests beyond simple copy, color, placement changes, and even the features that do exist are often clunky if not altogether broken.
  • The interface itself can be a bit counterintuitive in certain parts. If you are familiar with other tools, it's likely middle of the road in this respect; think much easier to understand than Monetate for instance, but a far cry from the simplicity of an Optimizely.
  • It can be a bit buggy from time to time. The worst example is the frequency at which the tool will fail to save due to an error, but not inform you of this until you try to save, at which point your only option is to log out, log back in, and make all of your updates once again. It can become an extreme pain point at times, and I personally have just gotten into the habit of saving every couple of minutes to avoid a massive loss of productivity.
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Freshworks Inc
  • Ticket templates and canned responses should be able to be used interchangeably. We frequently have the same response in both fields.
  • The spam filter can be a little too aggressive. We have had issues with tickets being accidentally marked as spam then filtering incorrectly for weeks at a time.
  • Freshdesk doesn't quite have the right integrations with our other providers (Vonage, and Avochato, to name a few).
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Likelihood to Renew
Adobe
We have a team of people trained on how to use the application and it integrates well with the other Adobe products we use. Our future roadmap of testing will require some complex scenarios which we hope Target will be able to accomplish
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Freshworks Inc
We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
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Usability
Adobe
Can be difficult to learn, but once you understand Mboxes and the nuances of the system it's very user friendly
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Freshworks Inc
I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
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Reliability and Availability
Adobe
i don't think we use the full functionalities of the tool, but to use the full functions, it's almost impossible (Too hard)
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Freshworks Inc
I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
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Performance
Adobe
The bottleneck is never the software program
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Freshworks Inc
The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
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Support Rating
Adobe
On several occasions, we have had the need to ask for help from the Adobe Target support team, and I must say that they have provided us with an excellent experience, as they take care of solving the problems quickly and with high precision
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Freshworks Inc
The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
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In-Person Training
Adobe
The instructor that came to train us was awesome and this training was very useful. I would recommend it for anyone who is going to be using this software. I only mark it lower because it is an added expense to an already expensive product, and a lot of the training covered the "Target" portion of the software (which again, we didn't use)
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Freshworks Inc
In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
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Online Training
Adobe
The training was very easy to understand, however it would have been more useful to my development team than me. It was also primarily over-the-phone, which is never as easy to follow as in-person. We ended up scheduling and paying for an in-person training session to supplement the online/phone training because it wasn't helpful enough.
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Freshworks Inc
This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
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Implementation Rating
Adobe
Implement using a global mBox on the page so you can change any and everything over the traditional method. Traditional method is good if you do not have technical web dev resources, do not know Javascript/jQuery, or you have money to blow on mBox calls. Global deployment reduces mBox calls and allows you to touch many parts of the page easily. A lot more customizable
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Freshworks Inc
Not applicable. I have never used a support desk system before and FreshDesk had already been implemented at my company before I joined. I am not involved in financial decisions and I have no opinion on buzzwords like "time to productivity" and "time to value"
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Alternatives Considered
Adobe
We seriously considered another software but because we use so many other Adobe products this made the most sense for us. If you are not dependent on other Adobe software and are a smaller company, in my opinion, Target may not be the best fit.
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Freshworks Inc
FreshDesk was the best combination of ease of use and price. While inexpensive, even the lowest tier offered more functionality than the other guys, and the learning curve is almost nonexistent so it's easy to add new agents and get them up to speed quickly instead of having them spend days getting use to the UI.
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Contract Terms and Pricing Model
Adobe
No answers on this topic
Freshworks Inc
The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
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Scalability
Adobe
No answers on this topic
Freshworks Inc
The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
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Return on Investment
Adobe
  • We have been able to run specific A/B tests that have shown an increase in conversion, which in turn has led to very large banked sales numbers for the year.
  • We have been able to prove that using and automated Merchandising process did not decrease conversion. This allowed us to greatly increase efficiency by opening up resource time.
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Freshworks Inc
  • Freshdesk is certainly better than nothing, or a simple shared inbox
  • Freshdesk is frustrating to incorporate social media with
  • Freshdesk excels at ticket management
  • Freshdesk needs to do more to bring it into alignment with business, rather than 'just' service desk needs.
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ScreenShots