What users are saying about
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Top Rated
1663 Ratings
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Top Rated
328 Ratings

Confluence

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Top Rated
1663 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

Freshdesk

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

Feature Set Ratings

    Project Management

    7.5

    Confluence

    75%

    Freshdesk

    Feature Set Not Supported
    N/A
    Atlassian Confluence ranks higher in 7/7 features

    Task Management

    7.7
    77%
    83 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%
    55 Ratings
    N/A
    0 Ratings

    Mobile Access

    6.8
    68%
    80 Ratings
    N/A
    0 Ratings

    Search

    7.8
    78%
    103 Ratings
    N/A
    0 Ratings

    Visual planning tools

    7.4
    74%
    82 Ratings
    N/A
    0 Ratings

    Communication

    8.0

    Confluence

    80%

    Freshdesk

    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%
    103 Ratings
    N/A
    0 Ratings

    Discussions

    8.0
    80%
    97 Ratings
    N/A
    0 Ratings

    Surveys

    7.0
    70%
    15 Ratings
    N/A
    0 Ratings

    Internal knowledgebase

    9.3
    93%
    97 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

    8.3

    Confluence

    83%

    Freshdesk

    Feature Set Not Supported
    N/A
    Atlassian Confluence ranks higher in 8/8 features

    Versioning

    8.6
    86%
    89 Ratings
    N/A
    0 Ratings

    Video files

    7.7
    77%
    66 Ratings
    N/A
    0 Ratings

    Audio files

    8.0
    80%
    60 Ratings
    N/A
    0 Ratings

    Document collaboration

    8.5
    85%
    100 Ratings
    N/A
    0 Ratings

    Access control

    8.8
    88%
    98 Ratings
    N/A
    0 Ratings

    Advanced security features

    8.6
    86%
    74 Ratings
    N/A
    0 Ratings

    Integrates with Google Drive

    7.9
    79%
    47 Ratings
    N/A
    0 Ratings

    Device sync

    8.1
    81%
    46 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Confluence

    Feature Set Not Supported
    N/A
    8.5

    Freshdesk

    85%
    Freshdesk ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.8
    88%
    50 Ratings

    Expert directory

    N/A
    0 Ratings
    7.9
    79%
    36 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.4
    84%
    3 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.6
    76%
    4 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    9.2
    92%
    50 Ratings

    Ticket response

    N/A
    0 Ratings
    9.1
    91%
    50 Ratings

    Self Help Community

    Confluence

    Feature Set Not Supported
    N/A
    8.3

    Freshdesk

    83%
    Freshdesk ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    7.9
    79%
    41 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    8.6
    86%
    43 Ratings

    Multi-Channel Help

    Confluence

    Feature Set Not Supported
    N/A
    8.5

    Freshdesk

    85%
    Freshdesk ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    8.6
    86%
    43 Ratings

    IVR

    N/A
    0 Ratings
    8.6
    86%
    18 Ratings

    Social integration

    N/A
    0 Ratings
    8.2
    82%
    30 Ratings

    Email support

    N/A
    0 Ratings
    9.1
    91%
    50 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    7.8
    78%
    32 Ratings

    Attribute Ratings

    • Atlassian Confluence is rated higher in 2 areas: Likelihood to Renew, Performance
    • Freshdesk is rated higher in 6 areas: Likelihood to Recommend, Usability, Availability, Support Rating, Implementation Rating, Product Scalability

    Likelihood to Recommend

    8.3

    Confluence

    83%
    122 Ratings
    8.5

    Freshdesk

    85%
    120 Ratings

    Likelihood to Renew

    9.7

    Confluence

    97%
    19 Ratings
    7.5

    Freshdesk

    75%
    8 Ratings

    Usability

    8.3

    Confluence

    83%
    12 Ratings
    8.6

    Freshdesk

    86%
    29 Ratings

    Availability

    9.0

    Confluence

    90%
    5 Ratings
    9.2

    Freshdesk

    92%
    2 Ratings

    Performance

    8.0

    Confluence

    80%
    9 Ratings
    7.3

    Freshdesk

    73%
    2 Ratings

    Support Rating

    6.4

    Confluence

    64%
    45 Ratings
    8.8

    Freshdesk

    88%
    31 Ratings

    In-Person Training

    Confluence

    N/A
    0 Ratings
    8.2

    Freshdesk

    82%
    1 Rating

    Online Training

    Confluence

    N/A
    0 Ratings
    7.3

    Freshdesk

    73%
    1 Rating

    Implementation Rating

    8.4

    Confluence

    84%
    6 Ratings
    8.9

    Freshdesk

    89%
    49 Ratings

    Contract Terms and Pricing Model

    Confluence

    N/A
    0 Ratings
    9.2

    Freshdesk

    92%
    2 Ratings

    Product Scalability

    8.0

    Confluence

    80%
    2 Ratings
    9.2

    Freshdesk

    92%
    2 Ratings

    Likelihood to Recommend

    Confluence

    It has a comment option on the page, where you can tag other teammates tagging them. it sends the mail notification. Comment at the page end is pretty good for referring to other stakeholders and future references of the topic on the page. Creating the highlights of the discussions, and meeting held points with highlighted tagging. Easy shortcuts such as to add a date just type "//". The interface is cool and has easy shortcuts for quick page making.
    Abhishek Nandi | TrustRadius Reviewer

    Freshdesk

    We are a startup company that usually receives 30-100 tickets on a regular basis but we’re seeing that number grow steadily as our company grows. Our primary concern was automations because we wanted to ease the demand on our specialists so that they can focus on complex tickets and impeccable customer service. With Freshdesk, we were able to automate mundane tasks and shift our team’s focus on the more important things.
    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

    Freshdesk

    • Creates great value for the organisation by providing a great managed portal for support and grievance.
    • Provides an amazing ticket-based system and gives an ability to get issues of the users which can be tracked and resolved through the system.
    • A wide range of integrations available, particularly for us the API-based integration has been performing really well.
    Partha Roy | TrustRadius Reviewer

    Cons

    Confluence

    • Navigation. Similar to other Atlassian products, users have complained that aspects of Confluence are difficult to learn right away[.]
    • An issue that users can face when using Confluence is attempting to edit a document while someone else is editing. Although users can access the document and save it, they are unable to see the changes happening in [real-time] that other users are implementing until they refresh their page. Some users have also noted that this can result in loss of edits.
    • Another drawback of using Confluence is its specific organizational structure. All information is stored within one page or project, although the page is able to be broken up into sections, some users do not prefer this style. Users can use the ‘page tree’ on each page to organize the different elements of each project.
    Hari kapse | TrustRadius Reviewer

    Freshdesk

    • One of the things that persuaded me to choose Freshdesk was the inclusion of a user type called "Ticket Collaborator." This user type allows managers and members of other teams to read tickets and leave private comments without having to use up a paid seat. However, collaborators must be added manually to each ticket for visibility, even if they have permission to see all tickets. It would be much more useful if there could be a "Ticket Collaborator" user type that has access to all tickets automatically, without the need to be manually added to each and every ticket.
    • Ticket fields cannot be configured with default settings, specifically text boxes. To aid customers in providing an appropriate level of information, we wanted to add a template for them to use. However, this functionality is not provided by default, and we were only able to do this via scripting, kindly provided by Freshdesk's Support team. Other ticketing systems have the ability to set a default value or template text for ticket fields as standard, and adding this feature would make Freshdesk even more awesome.
    • The Jira plug-in is pretty decent, but there are some improvements that could be made. First of all, it would be good if syncing used some kind of default administrator account such that comments synced from Jira to Freshdesk appeared from "Freshdesk Admin" instead of the Freshdesk administrator who set up the account. Secondly, when the plug-in creates a Jira ticket, the text of the description in Jira often appears different from that of the original Freshdesk ticket description and has to be manually formatted to make it readable (bullet points and line breaks specifically). These are minor points but would help to make the plug-in more robust and make for a better user experience overall.
    • Reporting functionality does not have any way of visualizing cumulative totals. So while it is possible to generate reports on incoming ticket number that is filtered by week/month/quarter/year, there is no simple way of seeing a cumulative total over time to see trends better.
    • There is no simple way to manage attached files. If you want to see attached files in a ticket, then you have to go through every single response with an attached file and then manually download the files one by one. Yes, there is a paid extension that helps with this, but this kind of functionality should be built into the product itself.
    Anonymous | 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

    Freshdesk

    General

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

    Starting Price

    $0 Up to 10 agents per user

    Freshdesk Editions & Modules

    Edition
    Pro$491
    Free$02
    Growth$153
    Enterprise$693
    1. per month per agent
    2. Up to 10 agents
    3. per month per agent
    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

    Freshdesk

    Freshdesk 7.5
    Based on 8 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 8.3
    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

    Freshdesk

    Freshdesk 8.6
    Based on 29 answers
    I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
    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

    Freshdesk

    Freshdesk 9.2
    Based on 2 answers
    I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
    Karan Thakur | TrustRadius Reviewer

    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

    Freshdesk

    Freshdesk 7.3
    Based on 2 answers
    The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
    Karan Thakur | TrustRadius Reviewer

    Support Rating

    Confluence

    Confluence 6.4
    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

    Freshdesk

    Freshdesk 8.8
    Based on 31 answers
    The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
    Maria Wiley | TrustRadius Reviewer

    In-Person Training

    Confluence

    No score
    No answers yet
    No answers on this topic

    Freshdesk

    Freshdesk 8.2
    Based on 1 answer
    In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
    Karan Thakur | TrustRadius Reviewer

    Online Training

    Confluence

    No score
    No answers yet
    No answers on this topic

    Freshdesk

    Freshdesk 7.3
    Based on 1 answer
    This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
    Karan Thakur | 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

    Freshdesk

    Freshdesk 8.9
    Based on 49 answers
    I wasn't the person who implemented the system however, I do recall the guy who did and said that it was very straightforward and did not need a tech-savvy IT guy to help. The only difficult thing was getting the staff familiar with the system so we could carry on as we were.
    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

    Freshdesk

    The product that Freshdesk compares to the most on this list is Zendesk, which was considerably more expensive and was missing a server integration that we required. It did have a lot of great features, though, and its Support and Account Managers are located in the U.S. (vs. India), so if that matters for you, it might be worth a look. Intercom is catered mostly to Chat as a Support Channel and doesn't offer that, and it was also a lot more expensive than Freshdesk. Jira is ok, but we wanted something that was geared more towards Support and less towards Developers.
    Jared Lerner | TrustRadius Reviewer

    Contract Terms and Pricing Model

    Confluence

    No score
    No answers yet
    No answers on this topic

    Freshdesk

    Freshdesk 9.2
    Based on 2 answers
    The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
    Karan Thakur | 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

    Freshdesk 9.2
    Based on 2 answers
    The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
    Karan Thakur | TrustRadius Reviewer

    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

    Freshdesk

    • It gave back a lot of time to managers by automatically routing or allowing teams to pick up tickets
    • Freshdesk was a less expensive alternative to Zendesk which is near identical
    • If you are getting more than 1 request a day, this is a no [brainer]
    John Reitz | TrustRadius Reviewer

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