Atlassian Confluence vs Zendesk comparison

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1,432 views|665 comparisons
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798 views|509 comparisons
Comparison Buyer's Guide
Executive Summary

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.
To learn more, read our detailed Atlassian Confluence vs. Zendesk Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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.""Atlassian Confluence's most valuable features are the ease in which you can use the tool, the flexibility in creating folder structures, receiving notifications in case others put remarks on the documents, and working together on documents.""The integration's very good. You still have integration with lots of third party products, and it's very good.""The solution is stable.""It's easy to search for information.""The best feature is document management.""The ease of use has been one of the most valuable features. It has a very simple wiki.""The search functionality is a really powerful feature."

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"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions.""The stability has been very good.""The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal.""The product offers very good management. It has a great ability to assign tickets based on content.""Zendesk Support has a lot of good APIs.""It's a very stable tool, very powerful.""It's very convenient 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."

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Cons
"The standard table capability is substandard and virtually unusable.""I'd like to see some improved reporting on usage.""I have a couple of different pipelines that I work with. However, I'd like to see them displayed differently on the same dashboard. So, I would like to have a unified dashboard to view the different pipelines.""There could be an option to collaborate with other users while editing the documents.""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.""I would like Confluence to include the ability to draw flowcharts and diagrams.""The area that needs improvement is the search capability. It should have generalized capabilities.""Managing user permissions and credentials could be easier."

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"The solution could integrate better with QR codes from some websites such as Facebook.""The support team is time-consuming, and they don't find the answer to our problem.""Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple.""One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data.""You couldn't give administrative access to new hires.""There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us.""They have something called Zendesk Explore, which isn't as good as what they had in place previously.""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."

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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."
  • "Licenses are quite expensive"
  • "There is an annual license."
  • "Pricing wise, it ends up being an expensive solution. In the beginning it's cheap, but by the time you have all the functions you need, it turns out to be expensive."
  • "We have a site license for Atlassian Confluence and there are some limitations on external users."
  • More Atlassian Confluence Pricing and Cost Advice →

  • "We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."
  • "The price is very competitive."
  • "Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."
  • "There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."
  • "You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."
  • More Zendesk Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: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.
    Top Answer:When it comes to affordability, I give it an eight out of ten. It's reasonably priced since many people are using it.
    Top Answer:Atlassian Confluence is not really a community-friendly solution. If you have a company, you'll have a license for each person, but it does not have such features as commenters. For example, Jira… more »
    Top Answer:It's a very stable tool, very powerful.
    Top Answer:You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well. The pricing is expensive. Back then, we were paying $51 per… more »
    Top Answer:It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some… more »
    Ranking
    Views
    1,432
    Comparisons
    665
    Reviews
    41
    Average Words per Review
    437
    Rating
    8.2
    Views
    798
    Comparisons
    509
    Reviews
    5
    Average Words per Review
    560
    Rating
    8.2
    Comparisons
    Also Known As
    Confluence
    Zendesk Support, Zendesk Guide, Zendesk Sell
    Learn More
    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.

    Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

    Sample Customers
    Facebook, Skype, Microsoft, NASA, Netflix, Adobe, Bonobos, LinkedIn, Pfizer, Citi.
    Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
    Top Industries
    REVIEWERS
    Computer Software Company20%
    Financial Services Firm18%
    Comms Service Provider10%
    Cloud Provider6%
    VISITORS READING REVIEWS
    Educational Organization64%
    Financial Services Firm5%
    Computer Software Company5%
    Manufacturing Company4%
    REVIEWERS
    Computer Software Company24%
    Financial Services Firm14%
    Construction Company10%
    Non Profit7%
    VISITORS READING REVIEWS
    Computer Software Company21%
    Educational Organization10%
    Financial Services Firm6%
    University6%
    Company Size
    REVIEWERS
    Small Business34%
    Midsize Enterprise23%
    Large Enterprise43%
    VISITORS READING REVIEWS
    Small Business7%
    Midsize Enterprise68%
    Large Enterprise25%
    REVIEWERS
    Small Business46%
    Midsize Enterprise35%
    Large Enterprise19%
    VISITORS READING REVIEWS
    Small Business25%
    Midsize Enterprise19%
    Large Enterprise56%
    Buyer's Guide
    Atlassian Confluence vs. Zendesk
    March 2024
    Find out what your peers are saying about Atlassian Confluence vs. Zendesk and other solutions. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    Atlassian Confluence is ranked 1st in Knowledge Management Software with 95 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 "Straightforward, very transparent, and very well organized". Atlassian Confluence is most compared with Microsoft Teams, Office 365, Microsoft OneDrive, SharePoint and Slack, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Freshservice, Microsoft Dynamics CRM and Moveworks. See our Atlassian Confluence vs. Zendesk report.

    See our list of best Knowledge Management Software vendors.

    We monitor all Knowledge Management Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.