We performed a comparison between Atlassian Confluence and Zendesk 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 like the most is the Wiki software that comes with Atlassian Confluence."
"Atlassian Confluence is flexible and allows adding different types of context on the page and connecting a hypertext, like a web page, without a source."
"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."
"With respect to our experiences with Confluence, we haven't had any issues."
"It is a very popular tool."
"It's easy to search for information."
"The integration's very good. You still have integration with lots of third party products, and it's very good."
"The best feature is the automatic tagging of information in documents. The automatic algorithm highlights irrelevant information that conflict with the actual documents."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"We rarely had issues with Zendesk."
"The product offers very good management. It has a great ability to assign tickets based on content."
"Zendesk Support has a lot of good APIs."
"The initial setup is simple and straightforward."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"It's a very stable tool, very powerful."
"The stability has been very good."
"There is no concept of peer review or a draft mode - whatever you write is live."
"There are some issues with performance when creating tables."
"The area that needs improvement is the search capability. It should have generalized capabilities."
"I would like to see integration with Slack."
"I would like to see more macros provided by the company included in the license."
"The product should have a workflow with approvals out-of-the-box."
"The roadmap feature should be made easier to work with and modify. It's not really scalable."
"The flexibility and simplicity of this solution could be improved. We would also like the ability to add plugins."
"The dashboard could be better."
"The solution itself wasn't easy to set up."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"It needs to improve in terms of its flexibility, price, and installation."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"You couldn't give administrative access to new hires."
"The support team is time-consuming, and they don't find the answer to our problem."
Atlassian Confluence is ranked 1st in Knowledge Management Software with 99 reviews while Zendesk is ranked 2nd in Knowledge Management Software with 57 reviews. Atlassian Confluence is rated 8.2, while Zendesk is rated 8.2. 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 Zendesk writes "Straightforward, very transparent, and very well organized". Atlassian Confluence is most compared with Microsoft Teams, Office 365, Microsoft OneDrive, SharePoint and Slack, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Freshservice, Microsoft Dynamics CRM and Moveworks. See our Atlassian Confluence vs. Zendesk report.
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