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 search functionality is a really powerful feature."
"The most valuable feature is the accessibility from different sites for different colleagues and the search option."
"The best feature is the automatic tagging of information in documents. The automatic algorithm highlights irrelevant information that conflict with the actual documents."
"Many people enjoy its zero learning-curve."
"This is a scalable solution that supports thousands of users."
"Confluence can link any ticket or task from JIRA to be included on the Confluence page."
"The sharing of information and simple formatting are valuable features. That is, there are no templates, and everything uses one format. This means that people don't need to worry about formatting."
"A simple tool for developers to write and record team decisions explaining the product that they are creating."
"The product offers very good management. It has a great ability to assign tickets based on content."
"The stability has been very good."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The initial setup is simple and straightforward."
"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"Zendesk Support has a lot of good APIs."
"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."
"We would like there to be more advanced data manipulation features available in this solution, such as creating more complex charts, and a column freezing option."
"Atlassian Confluence should improve the interface, it needs to be more user-friendly. It is easy to use, but it could be more intuitive."
"Confluence could incorporate stronger records management and automation features. The current management structure is too open, which becomes an issue."
"The UI is good but bland. It could be updated a bit to make it more modern and interesting to look at."
"The price could be improved. I have heard that certain adjustments would be made in 2024 and that it will then be more expensive, but I don't know the specifics."
"The solution is not very user-friendly."
"It would be good if they can continue working towards making documentation and editing as quick and easy as possible. It has got a lot of capability, but I don't know how to use it. I don't find some of the things that intuitive. Sometimes, it doesn't seem obvious to me how to use it, but it is like learning any new tool. You actually need to get trained on the tool to get maximum out of it."
"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."
"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."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"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."
"It needs to improve in terms of its flexibility, price, and installation."
"The solution itself wasn't easy to set up."
"The support team is time-consuming, and they don't find the answer to our problem."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
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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