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 feature of the solution stems from its document-controlling feature. In Atlassian Confluence, controlled documents cannot be edited by anyone else."
"The customization that Confluence offers is one of its most useful features. You can customise it based on the specific project you are working on. It also supports multiple languages."
"It seems highly scalable. There are 500 end users using this solution."
"Confluence can link any ticket or task from JIRA to be included on the Confluence page."
"The best feature is the automatic tagging of information in documents. The automatic algorithm highlights irrelevant information that conflict with the actual documents."
"Great shareable and co-editing features."
"The trial stages, the ability to connect it to Jira, and the ability to export in PDF are all good capabilities."
"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."
"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."
"We rarely had issues with Zendesk."
"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."
"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."
"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."
"It's very convenient to use."
"Zendesk Support has a lot of good APIs."
"The flexibility and simplicity of this solution could be improved. We would also like the ability to add plugins."
"The dashboards should be improved."
"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."
"There are some issues with performance when creating tables."
"Atlassian Confluence is not really a community-friendly solution."
"The cost of the solution is too high."
"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."
"RAM usage seems to be higher than it should be."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"You couldn't give administrative access to new hires."
"It wasn't easy to set up so we're only using a third of all of the features,"
"The solution could integrate better with QR codes from some websites such as Facebook."
"The dashboard could be better."
"The solution itself wasn't easy to set up."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
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 "Stable tool, making it reliable for handling tasks but difficult initial setup". Atlassian Confluence is most compared with Microsoft Teams, Microsoft OneDrive, Office 365, SharePoint and Zoho Learn, 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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