1080 Ratings
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Score 8 out of 100
29 Ratings
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Score 7 out of 100

Likelihood to Recommend

Confluence

Atlassian Confluence is extremely well suited for capturing knowledge and sharing it with your organization. Whether that takes the form of blog posts, technical documentation, or project status reports, Confluence can handle it all. Anytime that written documentation with detail would be valuable to your organization, Atlassian Confluence is THE tool to use.The only time I'd say that it is less suited for use is as a substitute for a face-to-face conversation. Sometimes people will use Atlassian Confluence as a communications vehicle when an in-person dialog would be much more expedient. Of course, you could always capture the output of that conversation as a Confluence page!
Anonymous | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

I would recommend this product to anyone looking for an ITSM solution. Overall the team is very easy to work with and the solution is on par with others in the market. We have no complaints about the product and we are scaling it to meet our growing needs.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Project Management

Confluence
7.9
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Task Management
Confluence
8.7
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Gantt Charts
Confluence
7.9
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Scheduling
Confluence
7.2
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Workflow Automation
Confluence
7.7
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Mobile Access
Confluence
8.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Search
Confluence
7.9
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Visual planning tools
Confluence
7.9
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Communication

Confluence
8.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Chat
Confluence
6.4
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Notifications
Confluence
8.8
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Discussions
Confluence
8.2
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Surveys
Confluence
7.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Internal knowledgebase
Confluence
8.8
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Integrates with GoToMeeting
Confluence
6.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Integrates with Gmail and Google Hangouts
Confluence
9.3
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Integrates with Outlook
Confluence
9.6
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

File Sharing & Management

Confluence
8.4
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Versioning
Confluence
8.6
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Video files
Confluence
8.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Audio files
Confluence
8.2
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Document collaboration
Confluence
8.8
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Access control
Confluence
9.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Advanced security features
Confluence
8.8
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Integrates with Google Drive
Confluence
8.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
Device sync
Confluence
8.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Incident and problem management

Confluence
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.4
Organize and prioritize service tickets
Confluence
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.2
Expert directory
Confluence
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.9
Service restoration
Confluence
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.9
Self-service tools
Confluence
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
5.1
Subscription-based notifications
Confluence
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.2
ITSM collaboration and documentation
Confluence
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.4
ITSM reports and dashboards
Confluence
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.4

ITSM asset management

Confluence
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
4.0
Configuration mangement
Confluence
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
6.6
Asset management dashboard
Confluence
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
3.7
Policy and contract enforcement
Confluence
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
1.8

Change management

Confluence
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.1
Change requests repository
Confluence
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.2
Change calendar
Confluence
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
7.4
Service-level management
Confluence
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.5

Pros

Confluence

  • Confluence provides the ability to any employee to create content as they see fit, democratizing the content creation process
  • The parent and child relationships between pages makes organizing your content much easier.
  • If you're also using Jira as your task management software, the native integration allows you to work in both systems and share content and data between the two, seamlessly.
Anonymous | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

  • One of the best things that Service Desk does is integrate seamlessly with our Endpoint Manager and Asset Managing
  • Reporting is fantastic
  • Email communication is always seamless
Jason Koslowski | TrustRadius Reviewer

Cons

Confluence

  • Search. The search functionality of Confluence is not that great. When typing a search there are often dozens or hundreds of irrelevant pages and you can't see enough in the search results to know which page you are looking for so it can sometimes be hard to find information you are looking for.
  • Over-notification. If you subscribe to an active group, you will get a notification every time something changes. This means that if someone is actively updating during a meeting (taking minutes), you could receive several notification for the same set of changes.
Chris Snelling, CFA | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

  • Interface could use a facelift
  • Communicate with users from tickets
  • When all task have been completed the option to close the ticket should be available, or it just hangs out there
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Confluence

Confluence 10.0
Based on 15 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

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

No score
No answers yet
No answers on this topic

Usability

Confluence

Confluence 8.6
Based on 9 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

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

No score
No answers yet
No answers on this topic

Reliability and Availability

Confluence

Confluence 10.0
Based on 4 answers
It is always on, always ready. It is very adaptable and reliable.
Anonymous | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

No score
No answers yet
No answers on this topic

Performance

Confluence

Confluence 9.8
Based on 8 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

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

No score
No answers yet
No answers on this topic

Support Rating

Confluence

Confluence 8.5
Based on 41 answers
I have not had a lot of support experiences with Atlassian, but of the few I have, I wasn't very satisfied with the results. I found that multiple people would respond to the issue at various stages, requiring re-communication (even though the support system stores everything and shows it to both them and you). Often responses came at odd hours, resulting in 24+ hour turnaround on basic responses, even if you respond right away. Support often asks you to do things which require downtime, and don't seem sympathetic if your organization requires that downtime to be done off-hours. This makes it difficult to resolve issues in a timely manner, if at all.I must note that I have not opened a support incident with them in close to 2 years, and it's my understanding from colleagues that there has been much improvement. My comments and ratings reflect my older experiences.
Brian Scholer | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) 9.1
Based on 1 answer
Support system is very good. I believe they have done an excellent job supporting our questions
Anonymous | TrustRadius Reviewer

Implementation Rating

Confluence

Confluence 9.0
Based on 3 answers
Great process overall
Anonymous | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

No score
No answers yet
No answers on this topic

Alternatives Considered

Confluence

Atlassian Confluence is a great choice for our company when compared to the 2 other knowledge base software services we have previously used. The software is more robust and has more plug-in services, such as Jira. This has been tremendously useful for us to gain visibility into project planning vs. actual hours logged. The other software platforms did not have this functionality.
Alexandria Alvarez Gerbasi | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

We selected LANDesk because of ease of use and also because it was easy to modify according to our needs.
Anonymous | TrustRadius Reviewer

Scalability

Confluence

Confluence 10.0
Based on 1 answer
This tool is very adaptable. So much so we use it for three completely separate projects, in three very different ways.
Anonymous | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

No score
No answers yet
No answers on this topic

Return on Investment

Confluence

  • Overall, I think the impact of Confluence has been positive. As a remote team, it simplifies process and communication for us.
  • Confluence streamlines group work and tasks to make it clear who is doing what they should be doing
  • Some of my employees do complain that confluence is hard to use and that they can't navigate around very well.
Holly Wallace Nielsen | TrustRadius Reviewer

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

  • Our Help Desk agents have been able to streamline the incident process and we were able to create template for common types of calls like lock-outs and password resets. This has saved the help desk a ton of time and helps resolve customer issues more quickly
  • The change management module allowed us to completely transform our process. It is now simple and intuitive to enter a change and have it approved and worked.
  • The CMDB module has allowed us to begin tracking our assets in one place and seeing how they relate to each other. This is something that was not available prior and it has streamlined our organization.
Anonymous | TrustRadius Reviewer

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

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

General

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

Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Confluence
8.5
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
8.0

Likelihood to Renew

Confluence
10.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Usability

Confluence
8.6
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Reliability and Availability

Confluence
10.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Performance

Confluence
9.8
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Support Rating

Confluence
8.5
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)
9.1

Implementation Rating

Confluence
9.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

Scalability

Confluence
10.0
Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

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