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."The solution is stable."
"The customization that Confluence offers is one of its most useful features. You can customise it based on the specific project you are working on. It also supports multiple languages."
"With Confluence, everything is in one place, so it's easy to find documentation."
"It's extremely intuitive."
"The trial stages, the ability to connect it to Jira, and the ability to export in PDF are all good capabilities."
"I love the reports and the Confluence board."
"It is a very popular tool."
"For me, the most valuable feature is its high performance. It's crucial for us in the bank, as we handle a massive number of transactions every day."
"Technical support is outstanding."
"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."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"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."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"There could be an option to collaborate with other users while editing the documents."
"Atlassian Confluence's old versions consume too much memory, making it an area where optimization is required from an improvement perspective."
"There is no concept of peer review or a draft mode - whatever you write is live."
"Atlassian Confluence is not really a community-friendly solution."
"When we import the data in Confluence from Word or any other document, the formatting is not correct."
"Atlassian Confluence should improve the interface, it needs to be more user-friendly. It is easy to use, but it could be more intuitive."
"The UI is good but bland. It could be updated a bit to make it more modern and interesting to look at."
"An area for improvement would be the intuitiveness of using the features, especially if you want to customize."
"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."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"I would like on-the-go translation,"
"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."
"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."
"It should enhance its service and its reporting capabilities."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
Atlassian Confluence is ranked 1st in Knowledge Management Software with 99 reviews while Freshdesk is ranked 3rd in Knowledge Management Software with 27 reviews. Atlassian Confluence is rated 8.2, while Freshdesk is rated 8.4. 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 "Incredibly user-friendly, flexible, and affordable". Atlassian Confluence is most compared with Microsoft Teams, Microsoft OneDrive, Office 365, SharePoint and Alfresco, whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and ManageEngine ServiceDesk Plus. See our Atlassian Confluence vs. Freshdesk report.
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