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Atlassian Confluence vs Freshdesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jan 27, 2025

Review summaries and opinions

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

Categories and Ranking

Atlassian Confluence
Ranking in Knowledge Management Software
1st
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
105
Ranking in other categories
Corporate Portals (Enterprise Information Portals) (2nd), Enterprise Social Software (2nd)
Freshdesk
Ranking in Knowledge Management Software
5th
Average Rating
8.2
Reviews Sentiment
7.4
Number of Reviews
29
Ranking in other categories
Customer Experience Management (6th), Field Service Management (3rd), Help Desk Software (8th)
 

Mindshare comparison

As of February 2025, in the Knowledge Management Software category, the mindshare of Atlassian Confluence is 22.4%, down from 26.6% compared to the previous year. The mindshare of Freshdesk is 6.0%, down from 8.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Knowledge Management Software
 

Featured Reviews

RabindraMaharana - 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.
Alexey Timchenko - PeerSpot reviewer
Incredibly user-friendly, flexible, and affordable
Automation and ticket routing rules in Freshdesk save us daily by streamlining routine tasks. We use reports to identify issues, allocate resources, and continuously improve our processes. It is a vital part of our daily operations, helping us stay proactive and efficient in handling various types of tickets. The reporting and analytics tools in Freshdesk are effective for measuring customer service performance. While our current subscription level has some limitations in terms of reporting, the next level provides more options. Budget constraints currently prevent us from upgrading, but the available reporting features still meet our basic needs. I highly recommend Freshdesk, especially for companies in their early stages. It is user-friendly, easy to configure, and great for those with a moderate volume of customer requests. The cost is reasonable, making it a quick and efficient solution to implement. Overall, I would rate Freshdesk as an eight 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

"Atlassian Confluence's most valuable features are the ease in which you can use the tool, the flexibility in creating folder structures, receiving notifications in case others put remarks on the documents, and working together on documents."
"The solution offers a lot of freedom when drafting directly online."
"The most valuable features are hyper-linking, the Drawing Tool, and enhanced tables."
"With respect to our experiences with Confluence, we haven't had any issues."
"The solution is very intuitive and provides excellent content management."
"What I find the most valuable about Confluence is how easy it is to use."
"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 templates are a valuable feature. You can make templates. There is a space inside where you can create pages. When you use the template, the page auto-generates text and images. You do not have to think about the structure of your page as well, which I think is a very good thing for a user. Because usually when you're in front of a blank page, it can be a bit dreadful to know where to start."
"It is very easy to make reports."
"The UI is easy to use."
"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 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."
"Technical support is outstanding."
"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."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
 

Cons

"I'd like to see some improved reporting on usage."
"Indentation and other basic word processing styles must be improved."
"This is kind of by design, however, the lack of control in terms of editing the page to make it look the way you want it to look is an issue. It would be nice if there was more flexibility there."
"Confluence could incorporate stronger records management and automation features. The current management structure is too open, which becomes an issue."
"The area that needs improvement is the search capability. It should have generalized capabilities."
"There is no concept of peer review or a draft mode - whatever you write is live."
"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."
"An area for improvement would be the intuitiveness of using the features, especially if you want to customize."
"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."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"I would like to see a little bit more color in the solution."
"It should enhance its service and its reporting capabilities."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"I would like on-the-go translation,"
 

Pricing and Cost Advice

"There is an annual license."
"The Confluence pricing is good. The only challenge we have experienced is with Jira and the add ons we use that need to be paid for separately."
"Licenses are quite expensive"
"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."
"We have a site license for Atlassian Confluence and there are some limitations on external users."
"The product is neither cheap nor expensive, meaning its price falls somewhere in the mid-range zone."
"Confluence charges an extra fee for analytics."
"In my opinion, it's worth the investment"
"It is costly."
"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."
"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."
"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."
"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."
"The pricing is pretty manageable and acceptable."
"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."
"We use a licensing model only so we pay for the number of agents we have configured in the system only."
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Top Industries

By visitors reading reviews
Educational Organization
74%
Financial Services Firm
4%
Computer Software Company
4%
Manufacturing Company
3%
Computer Software Company
23%
Financial Services Firm
7%
Real Estate/Law Firm
6%
Manufacturing Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

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, controlled documents cannot be edited by anyone else.
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, having a collaborative platform like this is advantageous. It streamlines license...
What needs improvement with Atlassian Confluence?
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 foru...
What do you like most about Freshdesk?
Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.
What needs improvement with Freshdesk?
Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs. Despite having third-part...
What is your primary use case for Freshdesk?
The customer's primary use case for Freshdesk is handling emails and social media queries. It is mostly used for managing transactional queries such as deposits and withdrawals. Our support team is...
 

Also Known As

Confluence
No data available
 

Overview

 

Sample Customers

Facebook, Skype, Microsoft, NASA, Netflix, Adobe, Bonobos, LinkedIn, Pfizer, Citi.
Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
Find out what your peers are saying about Atlassian Confluence vs. Freshdesk and other solutions. Updated: January 2025.
837,501 professionals have used our research since 2012.