What users are saying about
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Top Rated
1574 Ratings
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Top Rated
96 Ratings

Confluence

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Top Rated
1574 Ratings
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Score 8.2 out of 100

Cherwell Service Management

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Top Rated
96 Ratings
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Score 8 out of 100

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

    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

    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

    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

    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

    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

    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.
    Hari kapse | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Pros

    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
    Binoy Shah | TrustRadius Reviewer

    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.
    Jane Updegraff | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Cherwell 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.
    Megan Hartz | TrustRadius Reviewer

    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
    Server10.001
    Server2700.002
    Server5300.003
    Server10,200.004
    Server19,800.005
    Server30,000.006
    Server45,000.007
    Server90,000.008
    Server150,000.009
    Data Center15,000.0010
    Data Center30,000.0011
    Data Center52,000.0012
    Data Center79,200.0013
    Data Center105,600.0014
    Data Center132,000.0015
    Data Center143,000.0016
    Data Center154,000.0017
    Data Center165,000.0018
    Data Center176,000.0019
    Data Center187,000.0020
    Data Center198,000.0021
    Data Center209,000.0022
    Data Center220,000.0023
    1. 10 Users - Perpetual License
    2. 25 Users - Perpetual License
    3. 50 Users - Perpetual License
    4. 100 Users - Perpetual License
    5. 250 Users - Perpetual License
    6. 500 Users - Perpetual License
    7. 2,000 Users - Perpetual License
    8. 10,000 Users - Perpetual License
    9. 10,001+ Users - Perpetual License
    10. 500 Users - Annually
    11. 1,000 Users - Annually
    12. 2,000 Users - Annually
    13. 3,000 Users - Annually
    14. 4,000 Users - Annually
    15. 5,000 Users - Annually
    16. 10,000 Users - Annually
    17. 15,000 Users - Annually
    18. 20,000 Users - Annually
    19. 25,000 Users - Annually
    20. 30,000 Users - Annually
    21. 35,000 Users - Annually
    22. 40,000 Users - Annually
    23. 40,001+ Users - Annually
    SaaS Edition
    Free0.001
    Standard5.002
    Premium10.002
    EnterpriseContact Sales
    1. Free for 10 Users
    2. Per User Per Month
    3. 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.
    Charles Thomasset, MBA | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Usability

    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.
    Anonymous | TrustRadius Reviewer

    Cherwell 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.
    Anonymous | TrustRadius Reviewer

    Reliability 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.
    Normand Whitehead | TrustRadius Reviewer

    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.
    Kaleb-John Loo | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Cherwell 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.
    Zachary Louis | TrustRadius Reviewer

    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!
    Bill Kratzer | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Alternatives 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.
    Benoît Desroches | TrustRadius Reviewer

    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.
    Aidan Wick | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Cherwell 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.
    Brandon Patton | TrustRadius Reviewer

    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.
    David Crawford | TrustRadius Reviewer

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