

Atlassian Confluence and Zendesk are leading players in the collaboration and customer support software categories, respectively. While Atlassian Confluence excels in knowledge management and collaboration, Zendesk has the edge in efficiently managing customer support queries across multiple communication platforms.
Features: Atlassian Confluence offers robust collaboration tools, including dynamic user access to content, seamless integration with JIRA, and a variety of plugins for enhanced document management. It provides a user-friendly platform for efficient knowledge sharing. Zendesk shines in ticket management, providing tools for seamless integration with social media and email, allowing for efficient handling of customer support queries across various channels. It includes robust analytics tools and customizable features for a tailored user experience.
Room for Improvement: Atlassian Confluence faces challenges with its search functionality, cumbersome text editor, and limitations with third-party content integration. It also struggles with scalability and requires costly licenses for external collaboration. Zendesk could improve its flexibility in merging customer queries from different channels and enhance customization potential. The pricing model is often perceived as high, and better analytics and integration options are desired.
Ease of Deployment and Customer Service: Atlassian Confluence supports deployment across a variety of platforms, including private and public clouds as well as on-premises, which offers flexibility but can complicate deployment. Customer service is generally responsive though sometimes criticized for slow resolution times. Zendesk supports multiple deployment modes including public and hybrid cloud solutions and receives mixed reviews for customer service, praised for responsiveness but occasionally noted for limited technical depth at lower support levels.
Pricing and ROI: Atlassian Confluence employs a tiered pricing system that can increase with additional user licenses and necessary plugins. The flexibility in hosting and licensing can be beneficial but potentially frustrating for those requiring basic or extensive features. The ROI is generally positive with time savings and improved knowledge management. Zendesk's pricing is considered high, especially for enterprise plans, but the investment is often seen as worthwhile for its efficiency and comprehensive customer support features, though additional costs for advanced functionalities affect ROI perspectives.
I can tell you that we probably saved at least three employees full-time with the ticket management and the automation and the macros and the user follow-up being built in.
I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.
We were able to offer a seamless 24/7 support experience and meet all our SLAs due to the robust nature of the platform.
This team manages all queries and uses various plugins, such as Tempo for time tracking.
The Atlassian technical support team is reachable through different platforms.
There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.
The technical support provided by Zendesk has been very satisfactory.
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
We have not hit a peak or a turn yet that Zendesk has not been able to go with us or been able to grow with us in the process, change or pivot that the company is making.
Zendesk can scale from very small companies to very large ones.
Zendesk's scalability is excellent.
They are always informing us with a status update and an ETA, and the turnaround time is usually within the same day with no extended downtime that would cause a detriment to our company.
Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable.
The stability has been quite reliable.
The software does not currently have any kind of AI integration.
This chart used AI to offer users the option to create it based on the data.
Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple.
Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform.
Zendesk is amazing, and because they are always working on a new upgrade or a new integration, they are very forward-thinking from an engineering perspective.
It streamlines license management and renewal processes, which can otherwise lead to complications or lapses in access.
Money is a factor because Atlassian Confluence is not free.
It is not the cheapest solution nor the most expensive, but it provides value for money.
The experience with pricing, setup cost, and licensing for Zendesk was quite expensive.
This tool provides a single repository for interacting with the entire team.
I use Atlassian Confluence for task management and other project management tasks, such as reporting, visualization of tasks, tracking the progress of tickets, and understanding how work is progressing.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
Zendesk is way cheaper than other ITSM platforms such as ServiceNow, providing a good platform at a lower price so we could offer good support with a low budget for the license.
Being able to put response counters on certain tickets and have certain ones that are high priority and have a tighter SLA than lower priority items, being able to categorize them as a question versus an urgent request, and being able to bucket them as feature requests or product enhancements.
| Product | Market Share (%) |
|---|---|
| Atlassian Confluence | 8.9% |
| Zendesk | 10.3% |
| Other | 80.8% |


| Company Size | Count |
|---|---|
| Small Business | 38 |
| Midsize Enterprise | 26 |
| Large Enterprise | 52 |
| Company Size | Count |
|---|---|
| Small Business | 35 |
| Midsize Enterprise | 20 |
| Large Enterprise | 11 |
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.
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