Atlassian Confluence vs Zendesk comparison

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Atlassian Confluence

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Executive Summary

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.

To learn more, read our detailed Atlassian Confluence vs. Zendesk Report (Updated: December 2024).

Atlassian Confluence vs. Zendesk

December 2024

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Helped 823,795 peers since 2012

Categories and Ranking

Atlassian Confluence

Ranking in Knowledge Management Software

1st

Average Rating

8.2

Reviews Sentiment

7.3

Number of Reviews

103

Ranking in other categories

Corporate Portals (Enterprise Information Portals) (2nd), Enterprise Social Software (2nd)

Zendesk

Ranking in Knowledge Management Software

2nd

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (5th), CRM (21st), Help Desk Software (11th), IT Service Management (ITSM) (9th), Sales Force Automation (7th), Reporting (13th), Community Platforms (2nd)

Mindshare comparison

As of December 2024, in the Knowledge Management Software category, the mindshare of Atlassian Confluence is 24.9%, down from 25.2% compared to the previous year. The mindshare of Zendesk is 18.7%, down from 19.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Knowledge Management Software

Featured Reviews

Massimo Banzi

Standards Manager at Telecom Italia

Flexible, efficient, allows the concurrent development of documentation and lets you add comments offline

An area for improvement in Atlassian Confluence is encouraging more vital interaction among the project members or users involved. I was researching a tool, but I forgot the exact name of the tool, and that tool could be used for better interactions offline among users on a specific topic, development, or discussion. I want that feature to be present in Atlassian Confluence. If there's a possibility to integrate Atlassian Confluence, Jira, and that other tool, that will make Atlassian Confluence better. My team had problems accessing Atlassian Confluence a couple of times, but I wonder if that was due to a network, server, or tool issue. I have to say that I've been working with Atlassian Confluence for years, and it has been improving its functionalities, so I feel that as a tool, it's working very well, but some features could still be improved. For example, the search engine should allow you to define some keywords you could use when searching, though I wonder if it's staff-related or setup-related, or lacking in the search engine function itself. I also want artificial intelligence added to Atlassian Confluence where you're working on a specific issue or argument, and Atlassian Confluence, through its AI, can propose some improvements based on what has been done on the same topic by different teams or different projects within the same infrastructure, similar to an internal reference, which can be helpful. Through AI, it would also be great if Atlassian Confluence could advise you on what has been done outside your specific project, and maybe there's the possibility of an installation where you have several projects installed and working together. Another feature that would be good to have in the next release of Atlassian Confluence is the tool recognizing a keyword or two that's fully developed in project B, which you can use in project A, for example.

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Ahmed Nassar

Technical Consultant at Spectrum Group

Stable tool, making it reliable for handling tasks but difficult initial setup

It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors. Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.

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Quotes from Members

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

Pros

"As for valuable features, the team management features help us to share information very easily."

"The solution helped us to see where we were going wrong and where we were doing good, and that helped us to make proper decisions"

"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."

"The most valuable feature of Atlassian Confluence is the ability to access your files from anywhere."

"What's most valuable to me in Atlassian Confluence is that it allows the concurrent development of documentation. I also like how you can add comments offline and implement changes directly on the document."

"The most valuable features is its design documentation abilities."

"The solution offers a lot of freedom when drafting directly online."

"We value the way we can tag documentation to Jira because we can cross-reference a Jira ticket to a Confluence page, and we can also add a Confluence page to a Jira ticket."

More Atlassian Confluence pros

"The stability has been very good."

"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

"Zendesk Support has a lot of good APIs."

"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."

"The initial setup is simple and straightforward."

"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."

"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."

More Zendesk pros

Cons

"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 discoverability of documents could be improved."

"The one way in which this solution could be improved is by offering better design and UI."

"An area for improvement in Atlassian Confluence is encouraging more vital interaction among the project members or users involved. I was researching a tool that could be used for better interactions offline among users on a specific topic or discussion. That feature would make Atlassian Confluence better."

"There is room for improvement in maybe the tree structure for articles. If you have a lot of articles, it becomes difficult to navigate."

"There could be an option to collaborate with other users while editing the documents."

"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."

"Managing user permissions and credentials could be easier."

More Atlassian Confluence cons

"The solution itself wasn't easy to set up."

"It wasn't easy to set up so we're only using a third of all of the features,"

"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."

"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."

"The solution could integrate better with QR codes from some websites such as Facebook."

"Report generation is still slightly tricky and not very customizable as per my inquiries."

"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."

"It needs to improve in terms of its flexibility, price, and installation."

More Zendesk cons

Pricing and Cost Advice

"There is a license needed to use Atlassian Confluence."

"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."

"Making integration with other tools easier would be beneficial."

"In my opinion, it's worth the investment"

"This is a very expensive solution."

"To my knowledge, Atlassian Confluence had a pricing approach which is a commercial open-source solution, so that if you are a company, you had to pay an amount. This fee was not huge compared to other traditional solutions, and it was free for personal use or if you were an individual."

"The product is neither cheap nor expensive, meaning its price falls somewhere in the mid-range zone."

"We have a site license for Atlassian Confluence and there are some limitations on external users."

More Atlassian Confluence pricing and cost advice

"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."

"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."

"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."

"From what I hear, Zendesk's pricing is a little expensive."

"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."

See which vendors are best for you

Use our free recommendation engine to learn which Knowledge Management Software solutions are best for your needs.

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823,795 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Educational Organization

72%

Financial Services Firm

Computer Software Company

Manufacturing Company

Computer Software Company

22%

Educational Organization

11%

Financial Services Firm

Manufacturing Company

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?

Atlassian products, including Confluence, have yearly price increases of approximately five to twenty percent.

What needs improvement with Atlassian Confluence?

There is a significant difference between the data center version and the cloud version of Confluence. Providing the same features in both versions would be beneficial. Additionally, there is no fu...

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 and searching for specific tickets. The search and navigation tools are easy to ...

What is your experience regarding pricing and costs for Zendesk Support?

I am not currently aware of the exact pricing, but since we are still using Zendesk, it appears to be at a reasonable price point.

What needs improvement with Zendesk Support?

Report generation is still slightly tricky and not very customizable as per my inquiries. It would be advantageous to have an AI layer that can analyze incoming requests and generate summaries, as ...

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Product Reports

Download Atlassian Confluence product report

Atlassian Confluence

December 2024

Download Zendesk product report

November 2024

Also Known As

Confluence

Zendesk Support, Zendesk Guide, Zendesk Sell

Learn More

Atlassian

Overview

Project management is easy with Atlassian's Confluence as your single source of truth. It integrates with JIRA so you can easily add context to your projects in one central location. Create and track issues & product requirements, publish release reports, track release progress, and more when you connect Confluence and JIRA. Confluence allows you to create, share, evolve, and capture your team's project documentation so you can collaborate better, smarter, and as a team.

Confluence also organizes your powerful repository of information, opinions, and knowledge to help you answer questions, create how-to docs, and possibly identify the next big thing. Logical and consistent management of knowledge and a powerful search engine ensure that you can always find the right content, when you need it most. Share, organize, and discover content all in one platform.

Confluence has multiple deployment options to provide the flexibility your organization needs.

Cloud is a fully hosted service for customers who want to iterate quickly and have us take care of managing the infrastructure.

For customers who need to run our applications behind their firewall, we have Server and Data Center options. Server delivers greater capacity for a larger user base and gives you more control, allowing you to remain compliant with your enterprise IT, security, IP and privacy policies. For our largest customers, Data Center provides all the capability of our Server option, along with high availability, instant scalability and performance at scale.

Atlassian also offers premium support and strategic services for enterprise customers. Technical Account Managers are cross-functional technical advisors providing proactive planning and strategic guidance across your organization. Premier Support goes above and beyond our standard offerings to give you account-wide support from a team of senior support engineers.

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Sample Customers

Facebook, Skype, Microsoft, NASA, Netflix, Adobe, Bonobos, LinkedIn, Pfizer, Citi.

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber