We performed a comparison between Atlassian Confluence and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two Knowledge Management Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The most valuable features is its design documentation abilities."
"I like the documentation. It's a central platform, and there are many things that I can do with it. I'm very pleased about it."
"I think that it is one of the best products on the market from my experience."
"With Confluence, everything is in one place, so it's easy to find documentation."
"The search functionality is a really powerful feature."
"With respect to our experiences with Confluence, we haven't had any issues."
"The most valuable features are the ease of creating documentation, as well as charts."
"It is a very popular tool."
"It is a scalable solution."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"Confluence cannot replace Microsoft Word at the moment, so even though it can be used as a document management system, it is not meant for document creation, which adds a lot of limitations to it."
"The user interface could be improved."
"Space maintenance could be made a little more user-friendly."
"The UI is good but bland. It could be updated a bit to make it more modern and interesting to look at."
"There could be an option to collaborate with other users while editing the documents."
"When we have a project that we don't want to share with everybody but want people to know that it exists, there is no way to do this in Confluence. When a project is not shared, people cannot see that it exits."
"The roadmap feature should be made easier to work with and modify. It's not really scalable."
"The flexibility and simplicity of this solution could be improved. We would also like the ability to add plugins."
"The support team is time-consuming, and they don't find the answer to our problem."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"You couldn't give administrative access to new hires."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"The dashboard could be better."
"The price of the solution should be reduced."
"It needs to improve in terms of its flexibility, price, and installation."
Atlassian Confluence is ranked 1st in Knowledge Management Software with 99 reviews while Zendesk is ranked 2nd in Knowledge Management Software with 57 reviews. Atlassian Confluence is rated 8.2, while Zendesk is rated 8.2. The top reviewer of Atlassian Confluence writes "Good usability, helpful community support, and facilitates well-structured documentation ". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Atlassian Confluence is most compared with Microsoft Teams, Microsoft OneDrive, Office 365, SharePoint and Slack, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Freshservice, Microsoft Dynamics CRM and Moveworks. See our Atlassian Confluence vs. Zendesk report.
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