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."It has a very intuitive user interface, which every user able to manage the basic functionality of a PC will be able to work with and produce quite satisfactory results."
"The most beneficial aspect is real-time collaboration, allowing multiple users to work on the same documents simultaneously."
"The sharing of information and simple formatting are valuable features. That is, there are no templates, and everything uses one format. This means that people don't need to worry about formatting."
"As for valuable features, the team management features help us to share information very easily."
"It seems highly scalable. There are 500 end users using this solution."
"The initial setup is very easy."
"The product has a valuable feature for quick verification of documents."
"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."
"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."
"We rarely had issues with Zendesk."
"The product offers very good management. It has a great ability to assign tickets based on content."
"It's a very stable tool, very powerful."
"It's very convenient to use."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"The stability has been very good."
"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 product is considered expensive."
"I would like to see integration with Slack."
"The area that needs improvement is the search capability. It should have generalized capabilities."
"The user interface could be improved."
"The UX is a little bit all over the place."
"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."
"I'd like to see some improved reporting on usage."
"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."
"The solution could integrate better with QR codes from some websites such as Facebook."
"You couldn't give administrative access to new hires."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"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."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"The price of the solution should be reduced."
"The dashboard could be better."
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 "Stable tool, making it reliable for handling tasks but difficult initial setup". Atlassian Confluence is most compared with Microsoft Teams, Microsoft OneDrive, Office 365, SharePoint and Zoho Learn, 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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