Compare Atlassian Confluence vs. Freshdesk

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Atlassian Confluence Logo
8,806 views|7,319 comparisons
Freshdesk Logo
1,967 views|1,606 comparisons
Top Review
Find out what your peers are saying about Atlassian Confluence vs. Freshdesk and other solutions. Updated: September 2021.
534,468 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"The most valuable features are hyper-linking, the Drawing Tool, and enhanced tables.""It's extremely intuitive.""It is just the fact that it is a one-stop shop for all project documentation. It is compared to storing things in files and directories and stuff like that. It provides the overall usability and accessibility of many projects and documents in one area.""The integration's very good. You still have integration with lots of third party products, and it's very good.""It is easy to use.""There is a good library of templates for a wide range of needs.""It integrates well with other Atlassian products""The most valuable features are the ease of creating documentation, as well as charts."

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"The organization that is possible with other departments is the solution's most valuable aspect.""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."

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Cons
"The standard table capability is substandard and virtually unusable.""The UI is good but bland. It could be updated a bit to make it more modern and interesting to look at.""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.""This is kind of by design, however, the lack of control in terms of editing the page to make it look the way you want it to look is an issue. It would be nice if there was more flexibility there.""The product should have a workflow with approvals out-of-the-box.""Space maintenance could be made a little more user-friendly.""I would like to see integration with Slack.""It would be interesting if they had graphical templates that allowed typical agile ceremonies to be documented better."

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"Technical support is not the best. It could be much, much better and offer better support to users.""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."

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Pricing and Cost Advice
"For us, it's free to use. We don't pay any licensing.""When you purchase this solution you get some support.""The issues I have with the pricing are in respect to the add-ons.""The price of the on-premises data center version is too expensive."

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"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."

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Questions from the Community
Top Answer: 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.
Top Answer: Well, that´s difficult now. Until the end of 2020, using a self-hosted server, have one of your IT-Admins set it up, costs $10 a year for the 10-Author license. Nowadays? Don´t use it. The price of… more »
Top Answer: 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… more »
Top Answer: 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.
Top Answer: 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… more »
Top Answer: We are using it for IT support, desktop support, and any issues with any of our applications. We use it pretty extensively. It is the portal that we use for any requests, work being done, questions… more »
Ranking
Views
8,806
Comparisons
7,319
Reviews
9
Average Words per Review
640
Rating
8.2
Views
1,967
Comparisons
1,606
Reviews
2
Average Words per Review
682
Rating
9.5
Comparisons
Also Known As
Confluence
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Overview

Project management is easy with Atlassian's Confluence as your single source of truth. It integrates with JIRA so you can easily add context to your projects in one central location. Create and track issues & product requirements, publish release reports, track release progress, and more when you connect Confluence and JIRA. Confluence allows you to create, share, evolve, and capture your team's project documentation so you can collaborate better, smarter, and as a team.

Confluence also organizes your powerful repository of information, opinions, and knowledge to help you answer questions, create how-to docs, and possibly identify the next big thing. Logical and consistent management of knowledge and a powerful search engine ensure that you can always find the right content, when you need it most. Share, organize, and discover content all in one platform.

Confluence has multiple deployment options to provide the flexibility your organization needs.

Cloud is a fully hosted service for customers who want to iterate quickly and have us take care of managing the infrastructure.

For customers who need to run our applications behind their firewall, we have Server and Data Center options. Server delivers greater capacity for a larger user base and gives you more control, allowing you to remain compliant with your enterprise IT, security, IP and privacy policies. For our largest customers, Data Center provides all the capability of our Server option, along with high availability, instant scalability and performance at scale.

Atlassian also offers premium support and strategic services for enterprise customers. Technical Account Managers are cross-functional technical advisors providing proactive planning and strategic guidance across your organization. Premier Support goes above and beyond our standard offerings to give you account-wide support from a team of senior support engineers.

Freshdesk is a full-fledged cloud based customer support solution that offers everything a business needs to deliver exceptional support. Unlike competing products with steep pricing tiers and hidden strings, Freshdesk is priced affordably, and is free forever for the first three agents. Built with an emphasis on usability, Freshdesk offers all the tools a company needs to wow its customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations and a lot more. From startups to enterprises, more than 80,000 businesses of all sizes use Freshdesk to streamline their support processes. Freshdesk is part of the Freshworks product family, whose products include Freshservice IT Service Management Software, Freshsales CRM Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.
Offer
Learn more about Atlassian Confluence
Learn more about Freshdesk
Sample Customers
Facebook, Skype, Microsoft, NASA, Netflix, Adobe, Bonobos, LinkedIn, Pfizer, Citi.
Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
Top Industries
REVIEWERS
Financial Services Firm20%
Cloud Provider12%
Media Company8%
Computer Software Company8%
VISITORS READING REVIEWS
Computer Software Company23%
Comms Service Provider16%
Government10%
Financial Services Firm9%
VISITORS READING REVIEWS
Computer Software Company29%
Comms Service Provider20%
Energy/Utilities Company7%
Financial Services Firm4%
Company Size
REVIEWERS
Small Business29%
Midsize Enterprise29%
Large Enterprise43%
REVIEWERS
Small Business70%
Midsize Enterprise30%
Find out what your peers are saying about Atlassian Confluence vs. Freshdesk and other solutions. Updated: September 2021.
534,468 professionals have used our research since 2012.

Atlassian Confluence is ranked 1st in Knowledge Management Software with 9 reviews while Freshdesk is ranked 3rd in Knowledge Management Software with 2 reviews. Atlassian Confluence is rated 8.2, while Freshdesk is rated 9.6. 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 "Solid, good price, simple to use, and requires negligible training effort". Atlassian Confluence is most compared with Microsoft Teams, Office 365, SharePoint, Zendesk Guide and Microsoft OneDrive, whereas Freshdesk is most compared with ServiceNow, JIRA Service Management, Zendesk Guide, Microsoft Dynamics CRM and N-able MSP Manager. See our Atlassian Confluence vs. Freshdesk report.

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