What users are saying about
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Top Rated
1574 Ratings
Confluence
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Top Rated
1574 Ratings
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Based on 1574 reviews and ratings
Cherwell Service Management
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Top Rated
96 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8 out of 100
Based on 96 reviews and ratings
Feature Set Ratings
Project Management

7.5
Confluence
75%
Cherwell Service Management
Feature Set Not Supported
N/A
Atlassian Confluence ranks higher in 7/7 features
Atlassian Confluence ranks higher in 7/7 features
Task Management

7.6
76%
82 Ratings
N/A
0 Ratings
Gantt Charts

7.9
79%
12 Ratings
N/A
0 Ratings
Scheduling

7.2
72%
21 Ratings
N/A
0 Ratings
Workflow Automation

8.0
80%
54 Ratings
N/A
0 Ratings
Mobile Access

6.9
69%
80 Ratings
N/A
0 Ratings
Search

7.8
78%
102 Ratings
N/A
0 Ratings
Visual planning tools

7.5
75%
81 Ratings
N/A
0 Ratings
Communication

8.0
Confluence
80%
Cherwell Service Management
Feature Set Not Supported
N/A
Atlassian Confluence ranks higher in 8/8 features
Atlassian Confluence ranks higher in 8/8 features
Chat

6.4
64%
15 Ratings
N/A
0 Ratings
Notifications

8.6
86%
102 Ratings
N/A
0 Ratings
Discussions

7.9
79%
96 Ratings
N/A
0 Ratings
Surveys

7.0
70%
15 Ratings
N/A
0 Ratings
Internal knowledgebase

9.3
93%
96 Ratings
N/A
0 Ratings
Integrates with GoToMeeting

6.0
60%
3 Ratings
N/A
0 Ratings
Integrates with Gmail and Google Hangouts

9.3
93%
7 Ratings
N/A
0 Ratings
Integrates with Outlook

9.6
96%
10 Ratings
N/A
0 Ratings
File Sharing & Management

8.2
Confluence
82%
Cherwell Service Management
Feature Set Not Supported
N/A
Atlassian Confluence ranks higher in 8/8 features
Atlassian Confluence ranks higher in 8/8 features
Versioning

8.6
86%
88 Ratings
N/A
0 Ratings
Video files

7.7
77%
65 Ratings
N/A
0 Ratings
Audio files

8.0
80%
59 Ratings
N/A
0 Ratings
Document collaboration

8.5
85%
99 Ratings
N/A
0 Ratings
Access control

8.8
88%
97 Ratings
N/A
0 Ratings
Advanced security features

8.5
85%
73 Ratings
N/A
0 Ratings
Integrates with Google Drive

7.9
79%
46 Ratings
N/A
0 Ratings
Device sync

8.0
80%
45 Ratings
N/A
0 Ratings
Incident and problem management

Confluence
Feature Set Not Supported
N/A
8.7
Cherwell Service Management
87%
Cherwell Service Management ranks higher in 7/7 features
Cherwell Service Management ranks higher in 7/7 features
Organize and prioritize service tickets

N/A
0 Ratings
9.7
97%
46 Ratings
Expert directory

N/A
0 Ratings
8.2
82%
36 Ratings
Service restoration

N/A
0 Ratings
8.1
81%
29 Ratings
Self-service tools

N/A
0 Ratings
9.0
90%
45 Ratings
Subscription-based notifications

N/A
0 Ratings
8.3
83%
33 Ratings
ITSM collaboration and documentation

N/A
0 Ratings
8.4
84%
42 Ratings
ITSM reports and dashboards

N/A
0 Ratings
9.3
93%
45 Ratings
ITSM asset management

Confluence
Feature Set Not Supported
N/A
9.0
Cherwell Service Management
90%
Cherwell Service Management ranks higher in 3/3 features
Cherwell Service Management ranks higher in 3/3 features
Configuration mangement

N/A
0 Ratings
9.1
91%
36 Ratings
Asset management dashboard

N/A
0 Ratings
9.2
92%
35 Ratings
Policy and contract enforcement

N/A
0 Ratings
8.6
86%
26 Ratings
Change management

Confluence
Feature Set Not Supported
N/A
9.4
Cherwell Service Management
94%
Cherwell Service Management ranks higher in 3/3 features
Cherwell Service Management ranks higher in 3/3 features
Change requests repository

N/A
0 Ratings
9.1
91%
42 Ratings
Change calendar

N/A
0 Ratings
9.6
96%
38 Ratings
Service-level management

N/A
0 Ratings
9.5
95%
39 Ratings
Attribute Ratings
- Atlassian Confluence is rated higher in 3 areas: Likelihood to Renew, Usability, Implementation Rating
- Cherwell Service Management is rated higher in 2 areas: Likelihood to Recommend, Support Rating
- Atlassian Confluence and Cherwell Service Management are tied in 1 area: Availability
Likelihood to Recommend

8.3
Confluence
83%
121 Ratings
8.4
Cherwell Service Management
84%
51 Ratings
Likelihood to Renew

9.7
Confluence
97%
19 Ratings
8.3
Cherwell Service Management
83%
10 Ratings
Usability

8.3
Confluence
83%
12 Ratings
7.3
Cherwell Service Management
73%
3 Ratings
Availability

9.0
Confluence
90%
5 Ratings
9.0
Cherwell Service Management
90%
4 Ratings
Performance

8.0
Confluence
80%
9 Ratings
Cherwell Service Management
N/A
0 Ratings
Support Rating

6.6
Confluence
66%
45 Ratings
8.8
Cherwell Service Management
88%
27 Ratings
Implementation Rating

8.4
Confluence
84%
6 Ratings
7.7
Cherwell Service Management
77%
2 Ratings
Product Scalability

8.0
Confluence
80%
2 Ratings
Cherwell Service Management
N/A
0 Ratings
Likelihood to Recommend
Confluence
Integrations Users can integrate applications into Confluence either through templates created by other applications or through other Atlassian products. Users also tend to integrate their Jira software with Confluence for streamlined project management. Integrating applications with Confluence can help users centralize and simplify project planning. [Enterprise-Grade] SecurityUse the popular Atlassian tool and feel comfortable uploading your files and personal information to the public. Confluence features [enterprise-grade] security across entire organizations.
Senior System Engineer
Wipro LimitedInformation Technology & Services, 10,001+ employees
Cherwell Service Management
Cherwell is a well-rounded product that can really be utilized as far as one's imagination can stretch. I've used the product in both a corporate and medical environment, where the tool was used for vastly different reasons (i.e., ITSM, business & retail functions, vs hospital orderlies & medical equipment tracking in a CMDB, etc.). Cherwell is so versatile that you can really use it to develop any workflow or process that is unique to your line of business - there are more than enough functions and tools available within Cherwell to effectively manage any enterprise solution your organization needs. The major drawback of flexibility is supportability. Given that you can essentially develop anything you want (content-wise) in Cherwell, it can quickly become highly complex and difficult to support by anyone other than the original developer. Documentation is key (F-spec & T-spec especially!) when developing larger solutions in Cherwell.

Verified User
Engineer in Information Technology
Retail Company, 5001-10,000 employeesPros
Confluence
- QUICK How-to Guides that can be generated and share instantly
- One can subscribe to the pages and spaces and receive updates in the feed on their home page
- Automatic Email notifications of new updates in the Confluence area
- The platform integrates easily with other Atlassian platforms including third-party apps thus improving its reliability
Software Integration Tester
WirecardFinancial Services, 501-1000 employees
Cherwell Service Management
- Cherwell's email handling automation works flawlessly. The only time that I have ever needed to reset the automation service that drives it is when my own server that houses the small connecting agent has some kind of problem and disconnects us from our hosted Cherwell instance. It just works. Emails to a certain address always result in a new ticket or update to an existing ticket.
- Cherwell is literally 100% customization in so many ways that it would be pointless to try to enumerate them. There is a very sizable list of already-created customizations (called "mApps") that you can download and apply to your instance. If you don't like them you can roll them back in seconds. But you can add and configure entire modules using one of these pre-defined, completely free, add-on packages. It's so easy to add features this way that I check the list of available mApps every month or so just to see what functionality I can add.
Senior Systems Administrator
DRT Holdings, Inc.Aviation & Aerospace, 501-1000 employees
Cons
Confluence
- Some of the components can be a little clunky to use and configure on pages.
- I've run into a few issues where edited pages refuse to publish and work is either lost or time wasted copying and pasting to a new document that will publish.

Verified User
C-Level Executive in Information Technology
Computer Software Company, 11-50 employeesCherwell Service Management
- Cherwell lacks modern UI capabilities such as responsive forms and CSS styling for web portals.
- Built-in reporting engine is hard to use and resource intensive to run.
- No patching model for small platform fixes, must upgrade to receive platform code changes.
Associate Director, IT Service Management
University of MissouriHigher Education, 10,001+ employees
Pricing Details
Confluence
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$10 per month
Confluence Editions & Modules
On-premise Edition
Server | 10.001 |
---|---|
Server | 2700.002 |
Server | 5300.003 |
Server | 10,200.004 |
Server | 19,800.005 |
Server | 30,000.006 |
Server | 45,000.007 |
Server | 90,000.008 |
Server | 150,000.009 |
Data Center | 15,000.0010 |
Data Center | 30,000.0011 |
Data Center | 52,000.0012 |
Data Center | 79,200.0013 |
Data Center | 105,600.0014 |
Data Center | 132,000.0015 |
Data Center | 143,000.0016 |
Data Center | 154,000.0017 |
Data Center | 165,000.0018 |
Data Center | 176,000.0019 |
Data Center | 187,000.0020 |
Data Center | 198,000.0021 |
Data Center | 209,000.0022 |
Data Center | 220,000.0023 |
- 10 Users - Perpetual License
- 25 Users - Perpetual License
- 50 Users - Perpetual License
- 100 Users - Perpetual License
- 250 Users - Perpetual License
- 500 Users - Perpetual License
- 2,000 Users - Perpetual License
- 10,000 Users - Perpetual License
- 10,001+ Users - Perpetual License
- 500 Users - Annually
- 1,000 Users - Annually
- 2,000 Users - Annually
- 3,000 Users - Annually
- 4,000 Users - Annually
- 5,000 Users - Annually
- 10,000 Users - Annually
- 15,000 Users - Annually
- 20,000 Users - Annually
- 25,000 Users - Annually
- 30,000 Users - Annually
- 35,000 Users - Annually
- 40,000 Users - Annually
- 40,001+ Users - Annually
SaaS Edition
Free | 0.001 |
---|---|
Standard | 5.002 |
Premium | 10.002 |
Enterprise | Contact Sales |
- Free for 10 Users
- Per User Per Month
- none
Additional Pricing Details
—Cherwell Service Management
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Cherwell Service Management Editions & Modules
—
Additional Pricing Details
—Likelihood to Renew
Confluence
Confluence 9.7
Based on 19 answers
I am confident that Atlassian can come with additional and innovative macros and functions to add value to Confluence. In 6 months, Atlassian transformed a good collaborative tools into a more comprehensive system that can help manage projects and processes, as well as "talk" with other Atlassian products like Jira. We are in fact learning more about Jira to evaluate a possible fit to complement our tool box.
Director, Project/Process Management
Lehigh UniversityHigher Education, 1001-5000 employees
Cherwell Service Management
Cherwell Service Management 8.3
Based on 10 answers
So far we've been really happy with Cherwell Service Management. We are aware that there are cheaper solutions out there and cost is always a factor. As we continue to dial it in and make improvements one thing we'd like to see is a better way to classify and categorize the work. For first time users it can be quite confusing to get your tickets assigned to the correct group with an organization as large as ours.

Verified User
Team Lead in Information Technology
Financial Services Company, 1001-5000 employeesUsability
Confluence
Confluence 8.3
Based on 12 answers
Confluence can - and in my personal opinion, it will - be a bit hard to use in the first moment. Atlassian is a great company and is eager to help you with any question you have, though. The interface seems to be a bit clumsy at first but the customization options are enough to make it easier and simpler. In general, Confluence is easy to use when you understand what each section does, but this can take a while.

Verified User
Analyst in Information Technology
Computer Software Company, 10,001+ employeesCherwell Service Management
Cherwell Service Management 7.3
Based on 3 answers
It is a product that can be heavily customised. We have many dashboards to suit different user roles that you can drill down to extract the information you require. Within our organisation there are a lot of expert end-users who produce these dashboards and short-cuts. An in-house development team to review requests and roll them out into the live environment should also be considered. The development role does not need to be a full-time just needs somebody with suitable expertise.

Verified User
Analyst in Corporate
Government Administration Company, 10,001+ employeesReliability and Availability
Confluence
Confluence 9.0
Based on 5 answers
I do not recall having outages or applications error so far, very reliable and available.
Senior R&D Eng. Technologist
Trilliant IncTelecommunications, 201-500 employees
Cherwell Service Management
Cherwell Service Management 9.0
Based on 4 answers
No answer on this topic is available.
Performance
Confluence
Confluence 8.0
Based on 9 answers
Pages load very quickly, which makes it useful for quickly obtaining information. The search functionality is also very quick and is able to parse through all of the documents to provide the most relevant results for the query. Other information based software gets bogged down, but so far Atlassian Confluence maintains its performance.
Senior Firmware Engineer
Spirent CommunicationsTelecommunications, 1001-5000 employees
Cherwell Service Management
No score
No answers yet
No answers on this topic
Support Rating
Confluence
Confluence 6.6
Based on 45 answers
This rating is specifically for Atlassian's self-help documentation on their website. Often times, it is not robust enough to cover a complex usage of one of their features. Frequently, you can find an answer on the web, but not from Atlassian. Instead, it is usually at a power user group elsewhere on the net.

Verified User
Engineer in Research & Development
Pharmaceuticals Company, 5001-10,000 employeesCherwell Service Management
Cherwell Service Management 8.8
Based on 27 answers
We generally have a good time with Cherwell support, however, there are the few niche cases where I have to explain how Cherwell works to the customer support agent on the other end. A little more product education for tier 1 support could go a long way in helping expedite support requests from SaaS customers.
MSC Operations Engineer
Software Information SystemsInformation Technology and Services, 51-200 employees
Implementation Rating
Confluence
Confluence 8.4
Based on 6 answers
Overall, I am very satisfied with the initial implementation (and the subsequent upgrades and implementations made over the years).
This product has never rose to the level of being an major issue at an executive level. It has quietly and valiantly done it's job for our company!
Chief Innovation Officer
Versatile CreditFinancial Services, 11-50 employees
Cherwell Service Management
Cherwell Service Management 7.7
Based on 2 answers
We had access to the old system that Cherwell replaced. Some things were difficult to find in the beginning but it was a learning curve that got easier after a few days.

Verified User
Analyst in Corporate
Government Administration Company, 10,001+ employeesAlternatives Considered
Confluence
I haven't use any other software that I could compare to AtlassianConfluence. The closest one would be Sharepoint, but it's a different beast. Sharepoint has more feature, but it's a lot harder to use and understand. Furthermore like many Microsoft solutions the UI is terrible and very difficult to understand sometimes. Atlassian Confluence is just plain easy to use.
Senior Web Team Lead
AlithyaComputer Games, 10,001+ employees
Cherwell Service Management
Much more customizable than other products, especially when ran in a self-hosted environment. Cherwell [Service Management] allows for greater flexibility of custom development and integrations to allow for automating tasks that traditional ITSM apps are not well suited for. Cherwell [Service Management] gives you the freedom to develop your own objects with minimal licensing costs.
IT Systems Analyst
Tallgrass EnergyOil & Energy, 501-1000 employees
Scalability
Confluence
Confluence 8.0
Based on 2 answers
This tool is very adaptable. So much so we use it for three completely separate projects, in three very different ways.

Verified User
Consultant in Marketing
Insurance Company, 51-200 employeesCherwell Service Management
No score
No answers yet
No answers on this topic
Return on Investment
Confluence
- We've gone from folders and folders of Word documents and PDFs into a single system with a search feature to bring all of our data together and trackable
- While onboarding took a bit longer for the company (to switch from a Word document centric mindset - to a web-based one), overall the company has embraced the features and power of Confluence within the working stack
- However, as costs continue to climb for the Atlassian product, we are forced to continue our evaluation of the product - with replacing it a remote possibility if it begins to outprice its usefulness to us.
Manager, Information Technology
Engineering InnovationIndustrial Automation, 51-200 employees
Cherwell Service Management
- As with any standard ticketing system, it helped decrease the time before first contact with clients.
- Our department was always concerned with keeping a low budget, and it was cheaper than most.
- My supervisor could easily tell how many resources were being put into each employee, so we had more visibility of our team's capabilities at a given time if we needed to take on something complex.
IT Consultant
Great Lakes Health ConnectComputer Hardware, 501-1000 employees