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."Easy to share information and the integration with JIRA is good."
"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."
"This is a scalable solution that supports thousands of users."
"The most valuable feature of Atlassian Confluence it's very easy to use and there are different options."
"What's most valuable to me in Atlassian Confluence is that it allows the concurrent development of documentation. I also like how you can add comments offline and implement changes directly on the document."
"I like the documentation. It's a central platform, and there are many things that I can do with it. I'm very pleased about it."
"We value the way we can tag documentation to Jira because we can cross-reference a Jira ticket to a Confluence page, and we can also add a Confluence page to a Jira ticket."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"It is quite easy to program custom apps and integrate them."
"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 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."
"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."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"It is very easy to make reports."
"Some elements of the user interface could be more user-friendly, including embedding diagrams."
"The cost of the solution is too high."
"When you are creating a table in Confluence, there is no tool to export it into Excel sheet for quick references. We can only export it as an a PDF file, but not into an editable file."
"Atlassian Confluence could improve how information is shared outside our company. We had some negative experiences with the rights we have with our information when sharing it within Atlassian Confluence and with other teams outside the company. It's due to the limitations on the rights we have on the export capabilities. We don't have sufficient rights to do so."
"The user interface is a little bit stale. The file attachments and how they work could be improved. There is also room for improvement when it comes to CDNs."
"There are some issues with performance when creating tables."
"The product is considered expensive."
"Atlassian should rethink its withdrawal of the self-hosted version of the product. They only offer cloud-based service or the "datacenter-edition", which is quite expensive for small companies and private users."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"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."
"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."
"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."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"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."
"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."
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, Office 365, SharePoint, Microsoft OneDrive and Slack, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, ManageEngine ServiceDesk Plus, Microsoft Dynamics CRM and Ivanti Service Desk . See our Atlassian Confluence vs. Freshdesk report.
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