What users are saying about
1078 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 8 out of 100
Based on 1078 reviews and ratings
8 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 8.3 out of 100
Based on 8 reviews and ratings
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!

Verified User
Engineer in Research & Development
Pharmaceuticals Company, 5001-10,000 employeesServiceNow Customer Service Management
If you're looking for something simple and easy to use for a few thousand people, SNOW is it. Simple top to bottom filling out of forms can be trained to almost anyone within a few days. The autocomplete feature for most fields is an excellent time-saver. The only issue with reporting is that sometimes you're missing certain information that you may need, like tasks vs incidents.

Verified User
Manager in Information Technology
Information Technology & Services Company, 10,001+ employeesFeature Rating Comparison
Project Management
Confluence
7.9
ServiceNow Customer Service Management
—
Task Management
Confluence
8.6
ServiceNow Customer Service Management
—
Gantt Charts
Confluence
7.9
ServiceNow Customer Service Management
—
Scheduling
Confluence
7.2
ServiceNow Customer Service Management
—
Workflow Automation
Confluence
7.7
ServiceNow Customer Service Management
—
Mobile Access
Confluence
7.8
ServiceNow Customer Service Management
—
Search
Confluence
7.9
ServiceNow Customer Service Management
—
Visual planning tools
Confluence
8.0
ServiceNow Customer Service Management
—
Communication
Confluence
8.0
ServiceNow Customer Service Management
—
Chat
Confluence
6.4
ServiceNow Customer Service Management
—
Notifications
Confluence
8.9
ServiceNow Customer Service Management
—
Discussions
Confluence
8.3
ServiceNow Customer Service Management
—
Surveys
Confluence
7.0
ServiceNow Customer Service Management
—
Internal knowledgebase
Confluence
8.9
ServiceNow Customer Service Management
—
Integrates with GoToMeeting
Confluence
6.0
ServiceNow Customer Service Management
—
Integrates with Gmail and Google Hangouts
Confluence
9.3
ServiceNow Customer Service Management
—
Integrates with Outlook
Confluence
9.6
ServiceNow Customer Service Management
—
File Sharing & Management
Confluence
8.5
ServiceNow Customer Service Management
—
Versioning
Confluence
8.9
ServiceNow Customer Service Management
—
Video files
Confluence
8.0
ServiceNow Customer Service Management
—
Audio files
Confluence
8.2
ServiceNow Customer Service Management
—
Document collaboration
Confluence
8.9
ServiceNow Customer Service Management
—
Access control
Confluence
9.1
ServiceNow Customer Service Management
—
Advanced security features
Confluence
9.0
ServiceNow Customer Service Management
—
Integrates with Google Drive
Confluence
8.0
ServiceNow Customer Service Management
—
Device sync
Confluence
8.0
ServiceNow Customer Service Management
—
Incident and problem management
Confluence
—
ServiceNow Customer Service Management
9.2
Organize and prioritize service tickets
Confluence
—
ServiceNow Customer Service Management
10.0
Expert directory
Confluence
—
ServiceNow Customer Service Management
9.0
Subscription-based notifications
Confluence
—
ServiceNow Customer Service Management
9.0
ITSM collaboration and documentation
Confluence
—
ServiceNow Customer Service Management
9.0
Ticket creation and submission
Confluence
—
ServiceNow Customer Service Management
9.0
Ticket response
Confluence
—
ServiceNow Customer Service Management
9.0
Self Help Community
Confluence
—
ServiceNow Customer Service Management
9.0
External knowledge base
Confluence
—
ServiceNow Customer Service Management
9.0
Internal knowledge base
Confluence
—
ServiceNow Customer Service Management
9.0
Multi-Channel Help
Confluence
—
ServiceNow Customer Service Management
9.0
Customer portal
Confluence
—
ServiceNow Customer Service Management
9.0
IVR
Confluence
—
ServiceNow Customer Service Management
9.0
Social integration
Confluence
—
ServiceNow Customer Service Management
9.0
Email support
Confluence
—
ServiceNow Customer Service Management
9.0
Help Desk CRM integration
Confluence
—
ServiceNow Customer Service Management
9.0
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.

Verified User
Manager in Information Technology
Information Services Company, 51-200 employeesServiceNow 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.

Verified User
Manager in Information Technology
Information Technology & Services Company, 10,001+ employeesCons
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.
Investments and Treasury Manager
TASC (Total Administrative Services Corporation)Financial Services, 1001-5000 employees
ServiceNow Customer Service Management
- Reporting could be more granular.
- Slow loading pages more often than not.
- Updating of categorization can take a long time to propagate.

Verified User
Manager in Information Technology
Information Technology & Services Company, 10,001+ employeesLikelihood 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.
Director, Project/Process Management
Lehigh UniversityHigher Education, 1001-5000 employees
ServiceNow Customer Service Management
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.

Verified User
Analyst in Information Technology
Computer Software Company, 10,001+ employeesServiceNow 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.

Verified User
Manager in Information Technology
Information Technology & Services Company, 10,001+ employeesReliability and Availability
Confluence
Confluence 10.0
Based on 4 answers
It is always on, always ready. It is very adaptable and reliable.

Verified User
Consultant in Marketing
Insurance Company, 51-200 employeesServiceNow Customer Service Management
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.
Senior Firmware Engineer
Spirent CommunicationsTelecommunications, 1001-5000 employees
ServiceNow Customer Service Management
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.
Systems Engineer
Cold Spring Harbor LaboratoryResearch, 501-1000 employees
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.

Verified User
Manager in Information Technology
Information Technology & Services Company, 10,001+ employeesImplementation Rating
Confluence
Confluence 9.0
Based on 3 answers
Great process overall

Verified User
Consultant in Marketing
Insurance Company, 51-200 employeesServiceNow Customer Service Management
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.
Chief Administrative Officer
OVS Group LLCOil & Energy, 51-200 employees
ServiceNow Customer Service Management
No answers on this topic
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.

Verified User
Consultant in Marketing
Insurance Company, 51-200 employeesServiceNow Customer Service Management
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.
Sales Manager
Incorporate MassageHealth, Wellness and Fitness, 51-200 employees
ServiceNow Customer Service Management
- Ease of use between departments has been a huge success.
- Uptime is almost perfect, it's just that the pages load a bit slower sometimes.
- Any kind of outage has been handled very promptly.

Verified User
Manager in Information Technology
Information Technology & Services Company, 10,001+ employeesPricing 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
Server | 10.001 |
---|---|
Server | 2700.002 |
Server | 5300.003 |
Server | 10,200.004 |
Server | 19,800.005 |
Server | 30,000.006 |
Server | 45,000.007 |
Server | 90,000.008 |
Server | 150,000.009 |
Data Center | 15,000.0010 |
Data Center | 30,000.0011 |
Data Center | 52,000.0012 |
Data Center | 79,200.0013 |
Data Center | 105,600.0014 |
Data Center | 132,000.0015 |
Data Center | 143,000.0016 |
Data Center | 154,000.0017 |
Data Center | 165,000.0018 |
Data Center | 176,000.0019 |
Data Center | 187,000.0020 |
Data Center | 198,000.0021 |
Data Center | 209,000.0022 |
Data Center | 220,000.0023 |
- 10 Users - Perpetual License
- 25 Users - Perpetual License
- 50 Users - Perpetual License
- 100 Users - Perpetual License
- 250 Users - Perpetual License
- 500 Users - Perpetual License
- 2,000 Users - Perpetual License
- 10,000 Users - Perpetual License
- 10,001+ Users - Perpetual License
- 500 Users - Annually
- 1,000 Users - Annually
- 2,000 Users - Annually
- 3,000 Users - Annually
- 4,000 Users - Annually
- 5,000 Users - Annually
- 10,000 Users - Annually
- 15,000 Users - Annually
- 20,000 Users - Annually
- 25,000 Users - Annually
- 30,000 Users - Annually
- 35,000 Users - Annually
- 40,000 Users - Annually
- 40,001+ Users - Annually
SaaS Edition
Free | 0.001 |
---|---|
Standard | 5.002 |
Premium | 10.002 |
Enterprise | Contact Sales |
- Free for 10 Users
- Per User Per Month
Additional Pricing Details
—ServiceNow Customer Service Management
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
ServiceNow Customer Service Management Editions & Modules
—