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."The most valuable feature of the solution stems from its document-controlling feature. In Atlassian Confluence, controlled documents cannot be edited by anyone else."
"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."
"This is a scalable solution that supports thousands of users."
"Atlassian Confluence is flexible and allows adding different types of context on the page and connecting a hypertext, like a web page, without a source."
"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."
"What I like the most is the Wiki software that comes with Atlassian Confluence."
"It has a very intuitive user interface, which every user able to manage the basic functionality of a PC will be able to work with and produce quite satisfactory results."
"There is a good library of templates for a wide range of needs."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"The UI is easy to use."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"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."
"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."
"The UX is a little bit all over the place."
"The cost of the solution is too high."
"It lacks ease of integration."
"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 way Atlassian Confluence handles tickets could be improved."
"Atlassian Confluence should improve the interface, it needs to be more user-friendly. It is easy to use, but it could be more intuitive."
"There is no concept of peer review or a draft mode - whatever you write is live."
"There is room for improvement in maybe the tree structure for articles. If you have a lot of articles, it becomes difficult to navigate."
"Technical support is not the best. It could be much, much better and offer better support to users."
"I would like to see a little bit more color in the solution."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"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 some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
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 ManageEngine ServiceDesk Plus. See our Atlassian Confluence vs. Freshdesk report.
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