What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
1149 Ratings
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Top Rated
204 Ratings

Confluence

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Top Rated
1149 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100

Freshdesk

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Top Rated
204 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100

Likelihood to Recommend

Confluence

I think [Atlassian] Confluence is an amazing option for larger companies however for a smaller team of less than 20 it might not be the best choice. It definitely helps our team stay connected while working remotely and we're able to stay on top of projects with ease.
Anonymous | TrustRadius Reviewer

Freshdesk

Freshdesk does not meet expectations by requiring such a complicated installation for desktop computers, which makes it suitable mainly if you are going to work from the cloud. Based on that it is feasible that the information of each attendance performed is stored online instead of downloading it. The situation where Freshdesk can be most useful is when you need to constantly review lists of support tickets. As easy as it is to find your way around the platform and organize such lists, there is no problem in needing data quickly. It is recommended to improve the support operations of any type of startup, mainly because its model is much more adaptable to the type of small business that can pay more attention to a specific customer.
Maria Wiley | TrustRadius Reviewer

Feature Rating Comparison

Project Management

Confluence
7.7
Freshdesk
Task Management
Confluence
7.9
Freshdesk
Gantt Charts
Confluence
7.9
Freshdesk
Scheduling
Confluence
7.2
Freshdesk
Workflow Automation
Confluence
7.9
Freshdesk
Mobile Access
Confluence
7.2
Freshdesk
Search
Confluence
7.8
Freshdesk
Visual planning tools
Confluence
7.8
Freshdesk

Communication

Confluence
8.0
Freshdesk
Chat
Confluence
6.4
Freshdesk
Notifications
Confluence
8.8
Freshdesk
Discussions
Confluence
8.0
Freshdesk
Surveys
Confluence
7.0
Freshdesk
Internal knowledgebase
Confluence
8.9
Freshdesk
Integrates with GoToMeeting
Confluence
6.0
Freshdesk
Integrates with Gmail and Google Hangouts
Confluence
9.3
Freshdesk
Integrates with Outlook
Confluence
9.6
Freshdesk

File Sharing & Management

Confluence
8.1
Freshdesk
Versioning
Confluence
8.7
Freshdesk
Video files
Confluence
7.6
Freshdesk
Audio files
Confluence
7.7
Freshdesk
Document collaboration
Confluence
8.6
Freshdesk
Access control
Confluence
8.7
Freshdesk
Advanced security features
Confluence
8.3
Freshdesk
Integrates with Google Drive
Confluence
7.8
Freshdesk
Device sync
Confluence
7.4
Freshdesk

Incident and problem management

Confluence
Freshdesk
8.7
Organize and prioritize service tickets
Confluence
Freshdesk
9.0
Expert directory
Confluence
Freshdesk
8.4
Subscription-based notifications
Confluence
Freshdesk
8.4
ITSM collaboration and documentation
Confluence
Freshdesk
7.6
Ticket creation and submission
Confluence
Freshdesk
9.3
Ticket response
Confluence
Freshdesk
9.7

Self Help Community

Confluence
Freshdesk
8.3
External knowledge base
Confluence
Freshdesk
8.7
Internal knowledge base
Confluence
Freshdesk
7.9

Multi-Channel Help

Confluence
Freshdesk
7.4
Customer portal
Confluence
Freshdesk
8.4
IVR
Confluence
Freshdesk
3.0
Social integration
Confluence
Freshdesk
7.6
Email support
Confluence
Freshdesk
9.8
Help Desk CRM integration
Confluence
Freshdesk
8.3

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

Freshdesk

  • A built-in phone system that clients use to reach our agents
  • Integration with Facebook and other social media apps that help us keep an eye to what is happening around the world.
  • The support portal is a one-stop destination where customers find answers and reach out for help.
  • The gamification mechanics turns the monotonous customer support job into an enjoyable and fun activity for agents.
Elizabeth Cassidy | TrustRadius Reviewer

Cons

Confluence

  • Over the past 6 years the feature set has not significantly expanded
  • Integrations with 3rd party apps (DropBox, Google Drive, Slack) is either through 3rd party plugins or rudimentary at best
  • Frequent interface upgrades and complicated permissions settings makes getting new employees up to speed fiddly in some cases
Anonymous | TrustRadius Reviewer

Freshdesk

  • Reporting is a bit awkward sometimes, but you can level up for better reporting
  • The client onboarding to get them user accounts isn't always clearly defined
  • There are a lot of features many we didn't use, would have been nice to have more granular control over that to adjust our pricing
John Reitz | TrustRadius Reviewer

Likelihood to Renew

Confluence

Confluence 9.5
Based on 18 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

Freshdesk

Freshdesk 10.0
Based on 4 answers
Freshdesk is feature rich and easy to use. The setup is intuitive and can integrate with Google, so we do not need to create accounts for new employees. The first time an employee needs to create a ticket they login with their Google account and the Freshdesk account is automatically generated
Jeffery Albertson | TrustRadius Reviewer

Usability

Confluence

Confluence 8.5
Based on 11 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

Freshdesk

Freshdesk 8.6
Based on 18 answers
Freshdesk is by far the easiest to use Help Desk software that I have ever used. It is much simpler for day to day use. While it lacks some of the invoicing and CRM features of more cumbersome software, it more than makes up for this by being easy to use and quick for users to learn. The setup was fast as well.
Mikel Seidl | 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

Freshdesk

No score
No answers yet
No answers on this topic

Performance

Confluence

Confluence 8.8
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

Freshdesk

No score
No answers yet
No answers on this topic

Support Rating

Confluence

Confluence 8.3
Based on 44 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

Freshdesk

Freshdesk 8.9
Based on 19 answers
Support has been good the few times we have needed it, but most of our issues have been easily resolved by using the support documentation. We used guides starting out getting everything ready for the first use and it was smooth sailing. For contacting the support team, responses have been quick and accurate.
Anonymous | TrustRadius Reviewer

Implementation Rating

Confluence

Confluence 8.0
Based on 5 answers
Take a bit more time to explain the purpose of Confluence and show demos prior to actual use and content additions.
Normand Whitehead | TrustRadius Reviewer

Freshdesk

Freshdesk 10.0
Based on 2 answers
No, it is easy to do
Victor Vũ | TrustRadius Reviewer

Alternatives Considered

Confluence

[Atlassian] Confluence is backed by direct, and superior support from Atlassian versus their vendors. For end users, [Atlassian] Confluence provides way more options for layout and content, while also being simpler and easier to use. Most other tools also require a higher level of interaction with IT or global administrators. With confluence, both content creators and consumers can draft an consume content with a much smoother, more intuitive experience.
Jeff Tillett | TrustRadius Reviewer

Freshdesk

ManageEngine was our first customer support ticketing system we implemented (instead of using a massive Excel file) - it vastly improved our ability to engage with customers, but we quickly outgrew it's feature-set and needing a solution that would continue to grow with us. Salesforce was difficult at best during our time using it - felt like we were told of the amazing things it could do, and upon purchase were sent a bunch of building blocks that we were expected to build ourselves - between Salesforce costs and third-party programming to get it to do what we needed to, Salesforce was not around for long (the 7% year after year increases were also a deal breaker).We picked Freshdesk because it offered a modern solution for a price that we were very happy with. We did compare it to Zendesk, but at the time of purchase several years ago, we were hearing better reviews of a relative new system of Freshdesk, so went with them. So far it has been a good investment, minus the occasional hiccups and quality of life issues.
Anonymous | 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

Freshdesk

No score
No answers yet
No answers on this topic

Return on Investment

Confluence

  • Confluence has increased cross-departmental visibility into content, activities, and projects
  • Confluence has also increased collaboration across teams
  • The lack of a workflow has created a wild west environment where stakeholders are confused of where to create and find various types of content
Anonymous | TrustRadius Reviewer

Freshdesk

  • The value provided by Freshdesk is better than the competitors we considered when looking at cost vs features
  • We migrated to Freshdesk from another similar platform and found that the UX/UI was easier to navigate and required less clicks to close out a support request, these clicks add up over time and allowed us to process more tickets in a given day without growing out team.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Confluence

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

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
Additional Pricing Details

Freshdesk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Freshdesk Editions & Modules

Edition
SproutFree
Blossom$192
Garden$452
Estate$692
Forest$1252
Estate Omnichannel$992
Forest Omnichannel$1692
  1. per month
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan. Higher plans at $19, $45, $69 and $125. The 21-day free trial covers all features at the Estate plan.

Rating Summary

Likelihood to Recommend

Confluence
8.4
Freshdesk
8.5

Likelihood to Renew

Confluence
9.5
Freshdesk
10.0

Usability

Confluence
8.5
Freshdesk
8.6

Reliability and Availability

Confluence
9.0
Freshdesk

Performance

Confluence
8.8
Freshdesk

Support Rating

Confluence
8.3
Freshdesk
8.9

Implementation Rating

Confluence
8.0
Freshdesk
10.0

Scalability

Confluence
8.0
Freshdesk

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