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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
7.2
Zendesk enhances productivity and cost-efficiency with flexible licensing, valuable features, and significant financial gains for various organizations.
 

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 support is generally praised for responsiveness and efficiency, though some users prefer more personalized assistance over documentation.
This team manages all queries and uses various plugins, such as Tempo for time tracking.
 

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
7.6
Zendesk is praised for scalability and customization but faces challenges with complex changes; some switch to alternatives like Salesforce.
 

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 largely reliable, though occasional hangs and misclassification issues highlight room for improvement in performance.
 

Room For Improvement

Atlassian Confluence struggles with search, pricing, user interface, editing, integration, administrative roles, and reporting features needing improvement.
Zendesk struggles with performance, integration, customization, communication, mobile app delays, pricing, reporting, and training, affecting overall efficiency.
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.
 

Setup Cost

Atlassian Confluence's pricing varies by setup choice, user licensing, and plugins, with potential annual increases of 5-10%.
Enterprise buyers experience varying Zendesk pricing, from $70-$200 per agent, and should negotiate for features and value.
It streamlines license management and renewal processes, which can otherwise lead to complications or lapses in access.
 

Valuable Features

Atlassian Confluence offers intuitive navigation, flexible collaboration, JIRA integration, and plugins, making it a versatile document management tool.
Zendesk offers comprehensive ticket management, integrations, analytics, and security, enhancing productivity and providing seamless, multi-channel support for businesses.
This tool provides a single repository for interacting with the entire team.
 

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
2nd
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
59
Ranking in other categories
CRM Customer Engagement Centers (5th), CRM (20th), Help Desk Software (10th), IT Service Management (ITSM) (8th), Sales Force Automation (7th), Reporting (13th), Community Platforms (3rd)
 

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 Zendesk is 15.8%, down from 20.1% 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.
Ahmed Nassar - PeerSpot reviewer
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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Top Industries

By visitors reading reviews
Educational Organization
74%
Financial Services Firm
4%
Computer Software Company
4%
Manufacturing Company
3%
Computer Software Company
22%
Educational Organization
13%
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: January 2025.
837,501 professionals have used our research since 2012.