We performed a comparison between Atlassian Confluence and Freshdesk 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."This is a scalable solution that supports thousands of users."
"It's easy to use and you can create all types of pages."
"The most valuable feature of the solution stems from its document-controlling feature. In Atlassian Confluence, controlled documents cannot be edited by anyone else."
"It is a very popular tool."
"Confluence is easy to use and integrate with other solutions, including social media platforms."
"It integrates well with other Atlassian products"
"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's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"Technical support is outstanding."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"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."
"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 generated reports for us, which helped us identify the status of requests and the aging of requests."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"Atlassian should rethink its withdrawal of the self-hosted version of the product. They only offer cloud-based service or the "datacenter-edition", which is quite expensive for small companies and private users."
"The UI is good but bland. It could be updated a bit to make it more modern and interesting to look at."
"I'd like to see some improved reporting on usage."
"Some macros can be technical, and they are better managed on the Confluence cloud rather than on-premises. For example, when you add an image on the cloud, you can resize it just by using the mouse. This is not the case on-premises yet. You have to write pixels of the size of the image sometimes. Some of the very old macros are still there, and some of them are technical. It can be hard for users if they are not from an IT background to understand how to use them quickly."
"The user interface could be improved."
"I would like to see more macros provided by the company included in the license."
"Some elements of the user interface could be more user-friendly, including embedding diagrams."
"Some aspects of the drawing perspective could be improved. When we upgrade a design and make technical architecture drawings to publish, we still use Visio first and then copy and paste it. If this feature were available on Confluence, it would be a useful tool."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"It should enhance its service and its reporting capabilities."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"I would like on-the-go translation,"
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"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."
"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."
"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."
Atlassian Confluence is ranked 1st in Knowledge Management Software with 99 reviews while Freshdesk is ranked 3rd in Knowledge Management Software with 27 reviews. Atlassian Confluence is rated 8.2, while Freshdesk is rated 8.4. 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 Freshdesk writes "Incredibly user-friendly, flexible, and affordable". Atlassian Confluence is most compared with Microsoft Teams, Microsoft OneDrive, Office 365, SharePoint and Alfresco, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and Zoho Desk. See our Atlassian Confluence vs. Freshdesk report.
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