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Atlassian Confluence vs Zendesk 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:
 

ROI

Sentiment score
7.4
Atlassian Confluence centralizes knowledge, reduces onboarding time, and offers cost-effective advantages by enhancing information sharing and process management.
Sentiment score
7.3
Zendesk offers cost efficiency and improved productivity, with ROI influenced by alignment with operational needs and process integration.
 

Customer Service

Sentiment score
6.6
Atlassian Confluence support is responsive but seen as limited, with premium support and a strong online community aiding users.
Sentiment score
7.0
Zendesk receives praise for responsiveness and ease of use, but some users desire better chat features and human interaction.
This team manages all queries and uses various plugins, such as Tempo for time tracking.
The technical support provided by Zendesk has been very satisfactory.
 

Scalability Issues

Sentiment score
7.3
Atlassian Confluence is praised for effective scalability, handling growth smoothly, though some cost and performance issues may arise.
Sentiment score
7.5
Zendesk is praised for scalability and customization, although some face initial setup challenges and structural integration issues.
Zendesk can scale from very small companies to very large ones.
 

Stability Issues

Sentiment score
7.9
Atlassian Confluence is stable with rare issues, usually due to hardware, memory, or storage constraints, rated highly by users.
Sentiment score
7.9
Zendesk is stable with minimal downtimes, reliable performance, occasional minor issues, and high reliability ratings, especially for smaller businesses.
 

Room For Improvement

Atlassian Confluence struggles with search, pricing, user interface, editing, integration, administrative roles, and reporting features needing improvement.
Zendesk faces challenges with data management, flexibility, integration, user-friendliness, and customer communication, while users are dissatisfied with support and pricing.
The software does not currently have any kind of AI integration.
This chart used AI to offer users the option to create it based on the data.
There could be improvements in integration, which can be achieved with APIs or tools like Zapier.
 

Setup Cost

Atlassian Confluence's pricing varies by setup choice, user licensing, and plugins, with potential annual increases of 5-10%.
Enterprise buyers find Zendesk's pricing high but valuable, with costs varying by agent count and business needs for tailored solutions.
It streamlines license management and renewal processes, which can otherwise lead to complications or lapses in access.
It is not the cheapest solution nor the most expensive, but it provides value for money.
 

Valuable Features

Atlassian Confluence offers intuitive navigation, flexible collaboration, JIRA integration, and plugins, making it a versatile document management tool.
Zendesk offers user-friendly ticket management, seamless integrations, multi-channel support, and robust security for efficient and productive customer service.
This tool provides a single repository for interacting with the entire team.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
 

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)
Zendesk
Ranking in Knowledge Management Software
3rd
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
60
Ranking in other categories
CRM Customer Engagement Centers (7th), CRM (20th), Help Desk Software (9th), IT Service Management (ITSM) (7th), Sales Force Automation (7th), Reporting (13th), Community Platforms (3rd)
 

Mindshare comparison

As of April 2025, in the Knowledge Management Software category, the mindshare of Atlassian Confluence is 19.7%, down from 26.9% compared to the previous year. The mindshare of Zendesk is 12.8%, down from 19.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Knowledge Management Software
 

Featured Reviews

Rabindra K Maharana - 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.
JohanSkibdahl - PeerSpot reviewer
Automating customer support with advanced AI capabilities and seamless communication
Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo ( /products/klaviyo-reviews ), enhancing our workflows.
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847,772 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Educational Organization
73%
Financial Services Firm
4%
Computer Software Company
4%
Manufacturing Company
3%
Computer Software Company
23%
Educational Organization
11%
Financial Services Firm
8%
Manufacturing Company
7%
 

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 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 ...
 

Also Known As

Confluence
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Overview

 

Sample Customers

Facebook, Skype, Microsoft, NASA, Netflix, Adobe, Bonobos, LinkedIn, Pfizer, Citi.
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about Atlassian Confluence vs. Zendesk and other solutions. Updated: April 2025.
847,772 professionals have used our research since 2012.