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."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."
"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."
"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."
"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."
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.
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