What users are saying about
Top Rated
1812 Ratings
Top Rated
1812 Ratings
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Score 8.1 out of 100
1 Rating
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Score 9 out of 100

Feature Set Ratings

    Project Management

    7.5

    Confluence

    75%

    Serviceware Processes (helpLine)

    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

    7.9
    79%
    103 Ratings
    N/A
    0 Ratings

    Visual planning tools

    7.3
    73%
    82 Ratings
    N/A
    0 Ratings

    Communication

    8.0

    Confluence

    80%

    Serviceware Processes (helpLine)

    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

    8.5
    85%
    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

    9.4
    94%
    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%

    Serviceware Processes (helpLine)

    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

    7.6
    76%
    66 Ratings
    N/A
    0 Ratings

    Audio files

    8.1
    81%
    60 Ratings
    N/A
    0 Ratings

    Document collaboration

    8.4
    84%
    100 Ratings
    N/A
    0 Ratings

    Access control

    8.9
    89%
    98 Ratings
    N/A
    0 Ratings

    Advanced security features

    8.6
    86%
    74 Ratings
    N/A
    0 Ratings

    Integrates with Google Drive

    8.0
    80%
    47 Ratings
    N/A
    0 Ratings

    Device sync

    8.2
    82%
    46 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Confluence

    Feature Set Not Supported
    N/A
    8.9

    Serviceware Processes (helpLine)

    89%
    Serviceware Processes (helpLine) ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Expert directory

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Service restoration

    N/A
    0 Ratings
    6.0
    60%
    1 Rating

    Self-service tools

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Subscription-based notifications

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    ITSM collaboration and documentation

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    ITSM reports and dashboards

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    ITSM asset management

    Confluence

    Feature Set Not Supported
    N/A
    8.3

    Serviceware Processes (helpLine)

    83%
    Serviceware Processes (helpLine) ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Asset management dashboard

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Policy and contract enforcement

    N/A
    0 Ratings
    7.0
    70%
    1 Rating

    Change management

    Confluence

    Feature Set Not Supported
    N/A
    10.0

    Serviceware Processes (helpLine)

    100%
    Serviceware Processes (helpLine) ranks higher in 2/2 features

    Change requests repository

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Service-level management

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Attribute Ratings

    • Serviceware Processes (helpLine) is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    8.3

    Confluence

    83%
    122 Ratings
    9.0

    Serviceware Processes (helpLine)

    90%
    1 Rating

    Likelihood to Renew

    9.8

    Confluence

    98%
    19 Ratings

    Serviceware Processes (helpLine)

    N/A
    0 Ratings

    Usability

    8.3

    Confluence

    83%
    12 Ratings

    Serviceware Processes (helpLine)

    N/A
    0 Ratings

    Availability

    9.0

    Confluence

    90%
    5 Ratings

    Serviceware Processes (helpLine)

    N/A
    0 Ratings

    Performance

    8.0

    Confluence

    80%
    9 Ratings

    Serviceware Processes (helpLine)

    N/A
    0 Ratings

    Support Rating

    6.1

    Confluence

    61%
    45 Ratings
    9.0

    Serviceware Processes (helpLine)

    90%
    2 Ratings

    Implementation Rating

    8.5

    Confluence

    85%
    6 Ratings

    Serviceware Processes (helpLine)

    N/A
    0 Ratings

    Configurability

    6.0

    Confluence

    60%
    1 Rating

    Serviceware Processes (helpLine)

    N/A
    0 Ratings

    Ease of integration

    8.0

    Confluence

    80%
    4 Ratings

    Serviceware Processes (helpLine)

    N/A
    0 Ratings

    Product Scalability

    8.0

    Confluence

    80%
    2 Ratings

    Serviceware Processes (helpLine)

    N/A
    0 Ratings

    Vendor post-sale

    8.0

    Confluence

    80%
    1 Rating

    Serviceware Processes (helpLine)

    N/A
    0 Ratings

    Vendor pre-sale

    8.0

    Confluence

    80%
    1 Rating

    Serviceware Processes (helpLine)

    N/A
    0 Ratings

    Likelihood to Recommend

    Atlassian

    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.
    Read full review

    Serviceware

    You can build every business process with helpLine. The Code is completely free (C#). The only limitations you have are in the GUI, there you probably will miss something. But the Servicemask can be designed free.
    Read full review

    Pros

    Atlassian

    • 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
    Read full review

    Serviceware

    • No implementation limits.
    • Easy handling (masks can be designed freely).
    • Various interfaces are available.
    • With C# code a lot can be done.
    Read full review

    Cons

    Atlassian

    • 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.
    Read full review

    Serviceware

    • The task management tool could be better integrated.
    • Relatively high memory usage for heavy users.
    Read full review

    Pricing Details

    Confluence

    Starting Price

    $10 per month

    Editions & Modules

    Confluence editions and modules pricing
    EditionModules
    Free0.001
    Standard5.002
    Premium10.003
    EnterpriseContact Sales4
    Server10.005
    Server2700.006
    Server5300.007
    Server10,200.008
    Server19,800.009
    Server30,000.0010
    Server45,000.0011
    Server90,000.0012
    Server150,000.0013
    Data Center15,000.0014
    Data Center30,000.0015
    Data Center52,000.0016
    Data Center79,200.0017
    Data Center105,600.0018
    Data Center132,000.0019
    Data Center143,000.0020
    Data Center154,000.0021
    Data Center165,000.0022
    Data Center176,000.0023
    Data Center187,000.0024
    Data Center198,000.0025
    Data Center209,000.0026
    Data Center220,000.0027

    Footnotes

    1. Free for 10 Users
    2. Per User Per Month
    3. Per User Per Month
    4. none
    5. 10 Users - Perpetual License
    6. 25 Users - Perpetual License
    7. 50 Users - Perpetual License
    8. 100 Users - Perpetual License
    9. 250 Users - Perpetual License
    10. 500 Users - Perpetual License
    11. 2,000 Users - Perpetual License
    12. 10,000 Users - Perpetual License
    13. 10,001+ Users - Perpetual License
    14. 500 Users - Annually
    15. 1,000 Users - Annually
    16. 2,000 Users - Annually
    17. 3,000 Users - Annually
    18. 4,000 Users - Annually
    19. 5,000 Users - Annually
    20. 10,000 Users - Annually
    21. 15,000 Users - Annually
    22. 20,000 Users - Annually
    23. 25,000 Users - Annually
    24. 30,000 Users - Annually
    25. 35,000 Users - Annually
    26. 40,000 Users - Annually
    27. 40,001+ Users - Annually

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Serviceware Processes (helpLine)

    Starting Price

    Editions & Modules

    Serviceware Processes (helpLine) editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Atlassian

      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

      Serviceware

      No answers on this topic

      Usability

      Atlassian

      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

      Serviceware

      No answers on this topic

      Reliability and Availability

      Atlassian

      I do not recall having outages or applications error so far, very reliable and available.
      Read full review

      Serviceware

      No answers on this topic

      Performance

      Atlassian

      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

      Serviceware

      No answers on this topic

      Support Rating

      Atlassian

      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

      Serviceware

      In case of bugs or coding problems you have to be more specific. Otherwise, they are not forwarded to the development team or it is quickly said that a consultant has to look at this for a fee.
      Read full review

      Implementation Rating

      Atlassian

      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

      Serviceware

      No answers on this topic

      Alternatives Considered

      Atlassian

      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

      Serviceware

      Unfortunately I have no experience with other products.
      Read full review

      Scalability

      Atlassian

      This tool is very adaptable. So much so we use it for three completely separate projects, in three very different ways.
      Read full review

      Serviceware

      No answers on this topic

      Return on Investment

      Atlassian

      • 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

      Serviceware

      • We can handle tickets faster.
      • No double tickets anymore because of the contact assignment.
      • One mailbox where every mail will be processed.
      Read full review

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