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: January 2023).
670,523 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
"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."

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"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."

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Cons
"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."

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"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."

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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:To my knowledge, Atlassian Confluence had a pricing approach which is a commercial open-source solution, so that if you are a company, you had to pay an amount. This fee was not huge compared to other… more »
    Top Answer:I would like Confluence to include the ability to draw flowcharts and diagrams. There's a small tool that you can use to draw, but it was very cumbersome. When you have to import or paste the… 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
    8,945
    Comparisons
    6,280
    Reviews
    38
    Average Words per Review
    457
    Rating
    8.1
    Views
    3,776
    Comparisons
    2,474
    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
    Computer Software Company19%
    Financial Services Firm17%
    Comms Service Provider9%
    Cloud Provider6%
    VISITORS READING REVIEWS
    Computer Software Company17%
    Financial Services Firm14%
    Government10%
    Comms Service Provider8%
    REVIEWERS
    Computer Software Company20%
    Retailer20%
    University7%
    Healthcare Company7%
    VISITORS READING REVIEWS
    Computer Software Company20%
    Comms Service Provider11%
    Government8%
    Media Company6%
    Company Size
    REVIEWERS
    Small Business33%
    Midsize Enterprise24%
    Large Enterprise43%
    VISITORS READING REVIEWS
    Small Business19%
    Midsize Enterprise14%
    Large Enterprise67%
    REVIEWERS
    Small Business59%
    Midsize Enterprise14%
    Large Enterprise27%
    VISITORS READING REVIEWS
    Small Business31%
    Midsize Enterprise14%
    Large Enterprise55%
    Buyer's Guide
    Atlassian Confluence vs. Freshdesk
    January 2023
    Find out what your peers are saying about Atlassian Confluence vs. Freshdesk and other solutions. Updated: January 2023.
    670,523 professionals have used our research since 2012.

    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.

    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.