Atlassian Confluence vs Freshdesk comparison

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Executive Summary

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.
To learn more, read our detailed Atlassian Confluence vs. Freshdesk Report (Updated: November 2022).
656,474 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
"The templates are a valuable feature. You can make templates. There is a space inside where you can create pages. When you use the template, the page auto-generates text and images. You do not have to think about the structure of your page as well, which I think is a very good thing for a user. Because usually when you're in front of a blank page, it can be a bit dreadful to know where to start.""It's easy to search for information.""We have found limiting permissions and history very valuable.""The most valuable features of Atlassian Confluence are version management and search and linkage to the JIRA tickets. They are integrated very well together. You can have links from many places and can easily jump from one to the other. If you want to find all the information about a topic, you only need to click and you receive the information.""The best feature is the automatic tagging of information in documents. The automatic algorithm highlights irrelevant information that conflict with the actual documents.""It's easy to use and you can create all types of pages.""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 most valuable feature of Atlassian Confluence is the ability to access your files from anywhere."

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"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.""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.""We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources.""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.""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.""It is quite easy to program custom apps and integrate them.""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."

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Cons
"We would like there to be more advanced data manipulation features available in this solution, such as creating more complex charts, and a column freezing option.""The price could be improved. I have heard that certain adjustments would be made in 2024 and that it will then be more expensive, but I don't know the specifics.""The UX is a little bit all over the place.""When we have a project that we don't want to share with everybody but want people to know that it exists, there is no way to do this in Confluence. When a project is not shared, people cannot see that it exits.""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.""In the next release, I would like to have the ability to import pictures.""The cost of the solution is too high.""The product is considered expensive."

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"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.""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.""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.""Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming.""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.""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.""The reporting, analysis modules and insights capabilities for this solution could be improved."

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Pricing and Cost Advice
  • "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."
  • "There is a license needed to use Atlassian Confluence."
  • "There are some cases where you can go on Confluence as a public site without a license, but you will not have all of the features. You can also have a Confluence site that does not require a license just to read the articles. When you have Jira Service Management attached to Confluence, then you can go through the portal of Jira Service Management and read the Confluence articles without the license. This is good because when you are in an ITSM environment, you have many customers, and you do not want them to have to pay just to read articles. Regarding the use of the full features of Confluence, there is a license cost, and it depends on how many users you want."
  • "Maybe we're only using 10% of it, but we have to pay for everything."
  • More Atlassian Confluence Pricing and Cost Advice →

  • "It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."
  • "The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."
  • "The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."
  • "We use a licensing model only so we pay for the number of agents we have configured in the system only."
  • "Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."
  • "We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."
  • "We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."
  • More Freshdesk Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:I work with Confluence, however, I'm not sure what's lacking. The price could be improved. I have heard that certain adjustments would be made in 2024 and that it will then be more expensive, but I… more »
    Top Answer:Hi @WiseCat, @Sebastian Lawrence ​and @Lindsay Fifield. Can you possibly chime in here?
    Top Answer: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.
    Top Answer:We are using it for IT support, desktop support, and any issues with any of our applications. We use it pretty extensively. It is the portal that we use for any requests, work being done, questions… more »
    Top Answer:If somebody is implementing a new IT service desk ticketing system, they should definitely look at Freshdesk. If they just want a lean and mean system, it is really a great option. If you need a lot… more »
    Ranking
    Views
    8,849
    Comparisons
    6,299
    Reviews
    33
    Average Words per Review
    452
    Rating
    8.2
    Views
    3,556
    Comparisons
    2,384
    Reviews
    12
    Average Words per Review
    840
    Rating
    7.9
    Comparisons
    Also Known As
    Confluence
    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.

    Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.

    The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers. 

    Freshdesk Features and Benefits

    Some of the solution's top features and benefits include:

    • Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.
    • Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.
    • Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.
    • Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.
    • Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.

      With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.
    • Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.

    • Integration: Freshdesk’s open API can be used to integrate the solution with multiple  third-party systems. 
    • Comprehensive security: Freshdesk’s security features allow you to:

      • Set custom access permissions for agents.
      • Perform comprehensive audits of networks and systems.
      • Secure your own support domain or vanity URL with custom SSL certificates.
      • Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
      • Set up SSO scripts for credential authentication.

    Reviews from Real Users

    Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.

    Deepak B., an application manager, writes, “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. This information is valuable for board meetings.”

    Offer
    Learn more about Atlassian Confluence
    Learn more about Freshdesk
    Sample Customers
    Facebook, Skype, Microsoft, NASA, Netflix, Adobe, Bonobos, LinkedIn, Pfizer, Citi.
    Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
    Top Industries
    REVIEWERS
    Financial Services Firm18%
    Computer Software Company18%
    Comms Service Provider9%
    Cloud Provider7%
    VISITORS READING REVIEWS
    Computer Software Company17%
    Financial Services Firm14%
    Comms Service Provider10%
    Government10%
    REVIEWERS
    Retailer21%
    Computer Software Company14%
    University7%
    Healthcare Company7%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Comms Service Provider13%
    Government8%
    Media Company6%
    Company Size
    REVIEWERS
    Small Business32%
    Midsize Enterprise24%
    Large Enterprise44%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise14%
    Large Enterprise68%
    REVIEWERS
    Small Business57%
    Midsize Enterprise14%
    Large Enterprise29%
    VISITORS READING REVIEWS
    Small Business30%
    Midsize Enterprise15%
    Large Enterprise56%
    Buyer's Guide
    Atlassian Confluence vs. Freshdesk
    November 2022
    Find out what your peers are saying about Atlassian Confluence vs. Freshdesk and other solutions. Updated: November 2022.
    656,474 professionals have used our research since 2012.

    Atlassian Confluence is ranked 1st in Knowledge Management Software with 34 reviews while Freshdesk is ranked 2nd in Knowledge Management Software with 12 reviews. Atlassian Confluence is rated 8.2, 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 Sprinklr. 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.