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."What I find the most valuable about Confluence is how easy it is to use."
"It's easy to use and you can create all types of pages."
"It seems highly scalable. There are 500 end users using this solution."
"The most valuable features are hyper-linking, the Drawing Tool, and enhanced tables."
"The product has a valuable feature for quick verification of documents."
"The scalability is enough for our use cases. It covers all our needs."
"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."
"Collaboration is most valuable. You can upload or create your documents on Confluence and share them with your team members. Your team members also can share documents."
"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 most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"Technical support is outstanding."
"It is quite easy to program custom apps and integrate them."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"The UI is easy to use."
"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."
"Space maintenance could be made a little more user-friendly."
"The UI is good but bland. It could be updated a bit to make it more modern and interesting to look at."
"The solution is not very user-friendly."
"Confluence could incorporate stronger records management and automation features. The current management structure is too open, which becomes an issue."
"An area for improvement would be the intuitiveness of using the features, especially if you want to customize."
"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."
"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."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"I would like on-the-go translation,"
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"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."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
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 Liferay Digital Experience Platform, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and Zendesk. See our Atlassian Confluence vs. Freshdesk 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.