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."Great shareable and co-editing features."
"As for valuable features, the team management features help us to share information very easily."
"Confluence is easy to use and integrate with other solutions, including social media platforms."
"The best feature is the automatic tagging of information in documents. The automatic algorithm highlights irrelevant information that conflict with the actual documents."
"It is stable and reliable."
"Confluence can link any ticket or task from JIRA to be included on the Confluence page."
"The solution offers a lot of freedom when drafting directly online."
"The initial setup is very easy."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"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 quite easy to program custom apps and integrate them."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"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."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"I would like to see the text editor upgraded from its current limited abilities."
"I think the couple of improvement areas would be around Markdown support and support for adding code."
"There needs to be a flexible pricing model, where we can pick and choose services and customize our pricing model."
"The product is considered expensive."
"The one way in which this solution could be improved is by offering better design and UI."
"An area for improvement in Atlassian Confluence is encouraging more vital interaction among the project members or users involved. I was researching a tool that could be used for better interactions offline among users on a specific topic or discussion. That feature would make Atlassian Confluence better."
"Some aspects of the drawing perspective could be improved. When we upgrade a design and make technical architecture drawings to publish, we still use Visio first and then copy and paste it. If this feature were available on Confluence, it would be a useful tool."
"The roadmap feature should be made easier to work with and modify. It's not really scalable."
"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."
"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."
"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."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"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."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
Atlassian Confluence is ranked 1st in Knowledge Management Software with 41 reviews while Freshdesk is ranked 2nd in Knowledge Management Software with 12 reviews. Atlassian Confluence is rated 8.0, while Freshdesk is rated 8.0. 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 "Phenomenal knowledge base and great for customer support functions, but not suitable if you are trying to solve problems and use assets". Atlassian Confluence is most compared with Microsoft Teams, SharePoint, Office 365, Microsoft OneDrive and Slack, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, ManageEngine ServiceDesk Plus, Microsoft Dynamics CRM and BMC Helix ITSM. See our Atlassian Confluence vs. Freshdesk report.
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