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 initial setup is very easy."
"Pricing is not a problem."
"There is a good library of templates for a wide range of needs."
"As for valuable features, the team management features help us to share information very easily."
"The most valuable features is its design documentation abilities."
"What I like the most is the Wiki software that comes with Atlassian Confluence."
"Easy to share information and the integration with JIRA is good."
"It's easy to search for information."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"Omnichannel is one of the most valuable features of the solution."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"The organization that is possible with other departments is the solution's most valuable aspect."
"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."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"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."
"The user interface could be improved."
"Space maintenance could be made a little more user-friendly."
"The solution is not very user-friendly."
"There are some issues with performance when creating tables."
"Some aspects of the drawing perspective could be improved. When we upgrade a design and make technical architecture drawings to publish, we still use Visio first and then copy and paste it. If this feature were available on Confluence, it would be a useful tool."
"The price could be improved. I have heard that certain adjustments would be made in 2024 and that it will then be more expensive, but I don't know the specifics."
"The roadmap feature should be made easier to work with and modify. It's not really scalable."
"The way Atlassian Confluence handles tickets could be improved."
"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."
"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."
"Asset management and branding are two areas in the solution that have scope for improvement."
"It should enhance its service and its reporting capabilities."
"I would like to see a little bit more color in the solution."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
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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