What is most valuable?
The fact that Confluence is a wiki that allows near WYSIWYG editing. Having an “easy to use” product means that users have a “low threshold” to use it. This is very important, as the value of any information store is that of the data that is put in to it.
How has it helped my organization?
The ease of use makes it accessible for all users. Users are able to insert/edit information without having to have wiki knowledge. We can put any “static” information in Confluence. “Static” meaning that the information does not change on a daily basis. The strong search function let’s us find stored information rapidly.
We store customer information, work processes, to do’s, best practices, etc.
What needs improvement?
Some things like:
- Being able to (default) sort comments on pages with the last comment first.
- Being able to require “restricted access” permission to view Confluence pages (like JSD).
- The Atlassian cloud pricing model is pretty steep. Confluence should be accessible by a relatively large audience, but the pricing model prohibits this. For example, we like to grant our customers access.
- Inheritable permissions. This enables a “tree” of pages to share the same permissions. Currently, permissions can be set on a space, and altered per page. This is not very handy, as it is easy to forget setting permissions where it is needed or desired.
For how long have I used the solution?
I have been using Confluence for five years.
What do I think about the stability of the solution?
We have not noticed any stability issues.
What do I think about the scalability of the solution?
The pricing model is too steep for us to really use it for everything.
How are customer service and technical support?
Technical support is generally very good. I must say though, that Atlassian’s success has made the company less flexible with respect to responding to users wishes and requirements. I have had several issues/demands that I found I was not alone in. On most occasions, there where one or more support issues in the Atlassian support portal and more and more, people complain about not being heard.
Which solution did I use previously and why did I switch?
I have not used another solution before.
How was the initial setup?
Having a cloud solution, setup is easy. Being somewhat of an expert from using Atlassian products for years, I know where to look. For novice users, I’ve been told that not everything is easy to find.
What's my experience with pricing, setup cost, and licensing?
My advise to Atlassian is to offer a less steep model and also offer “read-only access” for non-paying users. We currently are looking for a second product to use in a situation where we need to offer access to 40-50 read-only customers.
Which other solutions did I evaluate?
I started using Confluence when we started with JIRA. Therefore, I did not evaluate other products.
What other advice do I have?
Confluence Cloud is especially easy to get started with. With $10 a month for 10 users, it is pretty cheap. You have to keep in mind, however, that the pricing changes dramatically when the user count goes up. New users should think about what they may need later, when they start.