Confluence
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Top Rated
1582 Ratings
ServiceNow Customer Service Management
45 Ratings

Confluence

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Top Rated
1582 Ratings
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Score 8.2 out of 100

Based on 1582 reviews and ratings

ServiceNow Customer Service Management

45 Ratings
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Score 7.8 out of 100

Based on 45 reviews and ratings

Feature Set Ratings

    Project Management

    7.5

    Confluence

    75%

    ServiceNow Customer 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%

    ServiceNow Customer 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%

    ServiceNow Customer 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
    7.8

    ServiceNow Customer Service Management

    78%
    ServiceNow Customer Service Management ranks higher in 6/6 features
    ServiceNow Customer Service Management ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.0
    80%
    9 Ratings

    Expert directory

    N/A
    0 Ratings
    7.6
    76%
    8 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.8
    78%
    8 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.2
    72%
    8 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.8
    88%
    9 Ratings

    Ticket response

    N/A
    0 Ratings
    7.5
    75%
    9 Ratings

    Self Help Community

    Confluence

    Feature Set Not Supported
    N/A
    7.6

    ServiceNow Customer Service Management

    76%
    ServiceNow Customer Service Management ranks higher in 2/2 features
    ServiceNow Customer Service Management ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    7.7
    77%
    6 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.5
    75%
    8 Ratings

    Multi-Channel Help

    Confluence

    Feature Set Not Supported
    N/A
    7.2

    ServiceNow Customer Service Management

    72%
    ServiceNow Customer Service Management ranks higher in 5/5 features
    ServiceNow Customer Service Management ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    8.2
    82%
    7 Ratings

    IVR

    N/A
    0 Ratings
    6.1
    61%
    5 Ratings

    Social integration

    N/A
    0 Ratings
    5.9
    59%
    6 Ratings

    Email support

    N/A
    0 Ratings
    7.6
    76%
    8 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    8.4
    84%
    7 Ratings

    Attribute Ratings

    • Atlassian Confluence is rated higher in 1 area: Likelihood to Recommend
    • ServiceNow Customer Service Management is rated higher in 2 areas: Usability, Support Rating

    Likelihood to Recommend

    8.3

    Confluence

    83%
    121 Ratings
    7.8

    ServiceNow Customer Service Management

    78%
    9 Ratings

    Likelihood to Renew

    9.7

    Confluence

    97%
    19 Ratings

    ServiceNow Customer Service Management

    N/A
    0 Ratings

    Usability

    8.3

    Confluence

    83%
    12 Ratings
    10.0

    ServiceNow Customer Service Management

    100%
    1 Rating

    Availability

    9.0

    Confluence

    90%
    5 Ratings

    ServiceNow Customer Service Management

    N/A
    0 Ratings

    Performance

    8.0

    Confluence

    80%
    9 Ratings

    ServiceNow Customer Service Management

    N/A
    0 Ratings

    Support Rating

    6.6

    Confluence

    66%
    45 Ratings
    9.0

    ServiceNow Customer Service Management

    90%
    1 Rating

    Implementation Rating

    8.4

    Confluence

    84%
    6 Ratings

    ServiceNow Customer Service Management

    N/A
    0 Ratings

    Product Scalability

    8.0

    Confluence

    80%
    2 Ratings

    ServiceNow Customer 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.

    Read full review

    Hari kapse | TrustRadius Reviewer
    Hari kapse
    View all 121 answers on this topic

    ServiceNow Customer Service Management

    It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.

    Read full review

    Anonymous | TrustRadius Reviewer
    Verified User
    View all 9 answers on this topic

    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

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    Binoy Shah | TrustRadius Reviewer
    Binoy Shah
    View all 121 answers on this topic

    ServiceNow Customer Service Management

    • Allows for clear communication between help desk and end users.
    • Provides a clean inventory option for both hardware items and software licenses.
    • Navigation is very intuitive and user friendly.
    • Many reporting features for all levels of the company.

    Read full review

    Anonymous | TrustRadius Reviewer
    Verified User
    View all 9 answers on this topic

    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.

    Read full review

    Anonymous | TrustRadius Reviewer
    Verified User
    View all 121 answers on this topic

    ServiceNow Customer Service Management

    • Adding in additional chat features would be nice
    • Viewing where you stand in priority
    • Having a way to automate more of the processes

    Read full review

    Anonymous | TrustRadius Reviewer
    Verified User
    View all 9 answers on this topic

    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
    —

    ServiceNow Customer Service Management

    General

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

    Starting Price

    —

    ServiceNow Customer 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.

    Read full review

    Charles Thomasset, MBA | TrustRadius Reviewer
    Charles Thomasset, MBA
    View all 19 answers on this topic

    ServiceNow Customer Service Management

    No score
    No answers yet
    No answers on this topic

    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.

    Read full review

    Anonymous | TrustRadius Reviewer
    Verified User
    View all 12 answers on this topic

    ServiceNow Customer Service Management

    ServiceNow Customer Service Management 10.0
    Based on 1 answer
    Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.

    Read full review

    Anonymous | TrustRadius Reviewer
    Verified User
    View all 1 answers on this topic

    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.

    Read full review

    Normand Whitehead | TrustRadius Reviewer
    Normand Whitehead
    View all 5 answers on this topic

    ServiceNow Customer Service Management

    No score
    No answers yet
    No answers on this topic

    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.

    Read full review

    Kaleb-John Loo | TrustRadius Reviewer
    Kaleb-John Loo
    View all 9 answers on this topic

    ServiceNow Customer 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.

    Read full review

    Anonymous | TrustRadius Reviewer
    Verified User
    View all 45 answers on this topic

    ServiceNow Customer Service Management

    ServiceNow Customer Service Management 9.0
    Based on 1 answer
    Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 1 answers on this topic

    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!

    Read full review

    Bill Kratzer | TrustRadius Reviewer
    Bill Kratzer
    View all 6 answers on this topic

    ServiceNow Customer Service Management

    No score
    No answers yet
    No answers on this topic

    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.

    Read full review

    Benoît Desroches | TrustRadius Reviewer
    Benoît Desroches
    View all 121 answers on this topic

    ServiceNow Customer Service Management

    ServiceNow is a industry leader as depicted by Gartner. The features and functionality by ServiceNow platform is increasing rapidly with every version release. One of the best tools for customer service. ServiceNow has great product support which help to resolve product issues. Pricing is very competitive as well. So all in all it compares well with every department with competition.

    Read full review

    Veeral Oza | TrustRadius Reviewer
    Veeral Oza
    View all 9 answers on this topic

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 2 answers on this topic

    ServiceNow Customer 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.

    Read full review

    Brandon Patton | TrustRadius Reviewer
    Brandon Patton
    View all 121 answers on this topic

    ServiceNow Customer Service Management

    • The negative impact for my team is the delay in team completing tickets but not a system issue.
    • A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
    • Negative impact is that there is no user job aid or helpful tools for new users.

    Read full review

    Anonymous | TrustRadius Reviewer
    Verified User
    View all 9 answers on this topic

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