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 features are hyper-linking, the Drawing Tool, and enhanced tables."
"The product has a valuable feature for quick verification of documents."
"It's extremely intuitive."
"The scalability is enough for our use cases. It covers all our needs."
"For me, the most valuable feature is its high performance. It's crucial for us in the bank, as we handle a massive number of transactions every day."
"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."
"Confluence is easy to use and integrate with other solutions, including social media platforms."
"Many people enjoy its zero learning-curve."
"It is quite easy to program custom apps and integrate them."
"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."
"It is very easy to make reports."
"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 organization that is possible with other departments is the solution's most valuable aspect."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"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."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"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."
"The user interface could be improved."
"The one way in which this solution could be improved is by offering better design and UI."
"The way Atlassian Confluence handles tickets could be improved."
"The roadmap feature should be made easier to work with and modify. It's not really scalable."
"In the next release, I would like to have the ability to import pictures."
"There is room for improvement in maybe the tree structure for articles. If you have a lot of articles, it becomes difficult to navigate."
"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."
"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."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"It should enhance its service and its reporting capabilities."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"Asset management and branding are two areas in the solution that have scope for improvement."
"I would like on-the-go translation,"
"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."
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, Office 365, Microsoft OneDrive, SharePoint and Asana, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and Zendesk. See our Atlassian Confluence vs. Freshdesk report.
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