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Atlassian Confluence vs Zendesk vs Zoomin comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Mindshare comparison

As of September 2025, in the Knowledge Management Software category, the mindshare of Atlassian Confluence is 13.0%, down from 24.6% compared to the previous year. The mindshare of Zendesk is 12.1%, down from 17.5% compared to the previous year. The mindshare of Zoomin is 1.9%, down from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Knowledge Management Software Market Share Distribution
ProductMarket Share (%)
Atlassian Confluence13.0%
Zendesk12.1%
Zoomin1.9%
Other73.0%
Knowledge Management Software
 

Featured Reviews

Rabindra K Maharana - PeerSpot reviewer
Editing features improve document accessibility
There is a holiday calendar, however, I need to install an app or add something to it. The add-on feature is not readily available or well-documented. Guidance on this should be available in a forum. Recently, I used a feature in another tool—perhaps GitHub—where it helped prepare a chart. It involved listing resources, like having fifteen people in the X team, ten in the Y team, and seven in the Z team. It created a bar chart showing these numbers. This chart used AI to offer users the option to create it based on the data. It was then created on a separate page and made available.
JohanSkibdahl - PeerSpot reviewer
Automating customer support with advanced AI capabilities and seamless communication
Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo, enhancing our workflows.
Deepak_Patel - PeerSpot reviewer
A knowledge management software that provides great scalability options to its users
Right now, I work for a company that sells products like access control systems, time attendants, telecoms, and CCTVs for video surveillance. My company needs to contact the concerned people of companies in the USA and Canada who would like to purchase our products. Our company is in India, so we want the directories which are being used in the USA to be able to trace potential buyers of our products. I recommend the solution to those planning to use it. Due to some loading-related issues, we have faced with the solution in our company, I rate the overall solution a nine out of ten.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"It is stable and reliable."
"The best feature is the automatic tagging of information in documents. The automatic algorithm highlights irrelevant information that conflict with the actual documents."
"What I like the most is the Wiki software that comes with Atlassian Confluence."
"Great shareable and co-editing features."
"It is easy to use."
"I find the editing option straightforward and quick."
"As for valuable features, the team management features help us to share information very easily."
"There is a good library of templates for a wide range of needs."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"The product offers very good management. It has a great ability to assign tickets based on content."
"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"Zendesk Support has a lot of good APIs."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"Scalability-wise, I rate the solution a ten out of ten."
 

Cons

"The UI is good but bland. It could be updated a bit to make it more modern and interesting to look at."
"Confluence cannot replace Microsoft Word at the moment, so even though it can be used as a document management system, it is not meant for document creation, which adds a lot of limitations to it."
"There is no concept of peer review or a draft mode - whatever you write is live."
"The add-on feature is not readily available or well-documented."
"There is room for improvement in terms of pricing."
"I think the couple of improvement areas would be around Markdown support and support for adding code."
"The flexibility and simplicity of this solution could be improved. We would also like the ability to add plugins."
"There needs to be a flexible pricing model, where we can pick and choose services and customize our pricing model."
"The support team is time-consuming, and they don't find the answer to our problem."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"The solution itself wasn't easy to set up."
"I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI."
"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."
"It needs to improve in terms of its flexibility, price, and installation."
"The price of the solution should be reduced."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"The solution's stability is an area with shortcomings that need improvement."
 

Pricing and Cost Advice

"We have to pay licensing fees."
"The issues I have with the pricing are in respect to the add-ons."
"There is a license needed to use Atlassian Confluence."
"When you purchase this solution you get some support."
"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."
"In my opinion, it's worth the investment"
"There is an annual license."
"I am using the paid version. My company has purchased it for company employees. We are using Confluence as a company. I don't know how much it costs, but its price is good enough. Its price is not so high."
"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."
"From what I hear, Zendesk's pricing is a little expensive."
"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."
"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."
"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."
"The price is very competitive."
"There is a need to make payments towards the licensing costs of the solution."
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Top Industries

By visitors reading reviews
Financial Services Firm
15%
Manufacturing Company
11%
Computer Software Company
10%
Government
8%
Computer Software Company
22%
Manufacturing Company
7%
Performing Arts
6%
University
5%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business38
Midsize Enterprise26
Large Enterprise52
By reviewers
Company SizeCount
Small Business29
Midsize Enterprise20
Large Enterprise11
No data available
 

Questions from the Community

What do you like most about Atlassian Confluence?
The most valuable feature of the solution stems from its document-controlling feature. In Atlassian Confluence, contr...
What is your experience regarding pricing and costs for Atlassian Confluence?
With Atlassian, the costs are reasonable. Although higher than before when we used multiple platforms and licenses, h...
What needs improvement with Atlassian Confluence?
There's room for improvement in the way folders are structured in Atlassian Confluence. Sometimes it's frustrating wh...
What do you like most about Zendesk Support?
I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding ...
What is your experience regarding pricing and costs for Zendesk Support?
Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for mo...
What needs improvement with Zendesk Support?
I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate mor...
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Comparisons

No data available
 

Also Known As

Confluence
Zendesk Support, Zendesk Guide, Zendesk Sell
No data available
 

Overview

 

Sample Customers

Facebook, Skype, Microsoft, NASA, Netflix, Adobe, Bonobos, LinkedIn, Pfizer, Citi.
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Avaya, Invidi, Dell, ServiceNow, Intel Security, Fujitsu, Ping Identity, Jive, Apptio, Cisco, RSA, Hitachi, Aternity
Find out what your peers are saying about Atlassian, Notion, Salesforce and others in Knowledge Management Software. Updated: September 2025.
868,570 professionals have used our research since 2012.