What users are saying about
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Top Rated
1434 Ratings

Confluence

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Top Rated
1434 Ratings
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Score 8.2 out of 100
52 Ratings
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Score 7.5 out of 100

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.
Hari kapse | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

[SolarWinds Web Help Desk (WHD)] is well suited if you have a limited budget, as it costs less than many help desk software packages that are more full featured and modern in their design. It is not well suited to an environment where you want to manage inventory, users, purchases and tickets all in one package. It has an asset feature that we don't use but that looks quite limited. We track our assets and users separately from this.
Margaret Auld-Louie | TrustRadius Reviewer

Feature Rating Comparison

Project Management

Confluence
7.5
SolarWinds Web Help Desk (WHD)
Task Management
Confluence
7.7
SolarWinds Web Help Desk (WHD)
Gantt Charts
Confluence
7.9
SolarWinds Web Help Desk (WHD)
Scheduling
Confluence
7.2
SolarWinds Web Help Desk (WHD)
Workflow Automation
Confluence
8.0
SolarWinds Web Help Desk (WHD)
Mobile Access
Confluence
6.9
SolarWinds Web Help Desk (WHD)
Search
Confluence
7.7
SolarWinds Web Help Desk (WHD)
Visual planning tools
Confluence
7.5
SolarWinds Web Help Desk (WHD)

Communication

Confluence
8.0
SolarWinds Web Help Desk (WHD)
Chat
Confluence
6.4
SolarWinds Web Help Desk (WHD)
Notifications
Confluence
8.6
SolarWinds Web Help Desk (WHD)
Discussions
Confluence
7.9
SolarWinds Web Help Desk (WHD)
Surveys
Confluence
7.0
SolarWinds Web Help Desk (WHD)
Internal knowledgebase
Confluence
9.3
SolarWinds Web Help Desk (WHD)
Integrates with GoToMeeting
Confluence
6.0
SolarWinds Web Help Desk (WHD)
Integrates with Gmail and Google Hangouts
Confluence
9.3
SolarWinds Web Help Desk (WHD)
Integrates with Outlook
Confluence
9.6
SolarWinds Web Help Desk (WHD)

File Sharing & Management

Confluence
8.3
SolarWinds Web Help Desk (WHD)
Versioning
Confluence
8.6
SolarWinds Web Help Desk (WHD)
Video files
Confluence
7.7
SolarWinds Web Help Desk (WHD)
Audio files
Confluence
8.0
SolarWinds Web Help Desk (WHD)
Document collaboration
Confluence
8.6
SolarWinds Web Help Desk (WHD)
Access control
Confluence
8.8
SolarWinds Web Help Desk (WHD)
Advanced security features
Confluence
8.6
SolarWinds Web Help Desk (WHD)
Integrates with Google Drive
Confluence
7.9
SolarWinds Web Help Desk (WHD)
Device sync
Confluence
8.0
SolarWinds Web Help Desk (WHD)

Incident and problem management

Confluence
SolarWinds Web Help Desk (WHD)
8.2
Organize and prioritize service tickets
Confluence
SolarWinds Web Help Desk (WHD)
7.7
Expert directory
Confluence
SolarWinds Web Help Desk (WHD)
7.1
Subscription-based notifications
Confluence
SolarWinds Web Help Desk (WHD)
7.5
ITSM collaboration and documentation
Confluence
SolarWinds Web Help Desk (WHD)
5.2
Ticket creation and submission
Confluence
SolarWinds Web Help Desk (WHD)
8.0
Ticket response
Confluence
SolarWinds Web Help Desk (WHD)
8.3

Self Help Community

Confluence
SolarWinds Web Help Desk (WHD)
4.2
External knowledge base
Confluence
SolarWinds Web Help Desk (WHD)
2.1
Internal knowledge base
Confluence
SolarWinds Web Help Desk (WHD)
6.3

Multi-Channel Help

Confluence
SolarWinds Web Help Desk (WHD)
7.4
Customer portal
Confluence
SolarWinds Web Help Desk (WHD)
5.2
Social integration
Confluence
SolarWinds Web Help Desk (WHD)
7.4
Email support
Confluence
SolarWinds Web Help Desk (WHD)
8.0
Help Desk CRM integration
Confluence
SolarWinds Web Help Desk (WHD)
8.9

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

SolarWinds Web Help Desk (WHD)

  • Customized reporting allows us to track our service and support better, and find where we need improvements. This allows us to constantly upgrade our service levels and keep the customers happy.
  • Detailed tracking and response to the end users have led to quicker remediation of tickets. We are able to see where we need a better response or where to add additional resources for support.
  • Overall metrics allow us to staff properly for our tickets by location and remote users.
Eric Krueger | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

  • Because of AD integration, users sometimes try logging in with their email address and not AD credentials. The user then calls stating they can't put a ticket in, it would be nice if there was a method of matching the AD Email field with a login.
  • Setting up new techs with the building they are responsible for can be a little messy
Robert Pfau | TrustRadius Reviewer

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

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 9.1
Based on 3 answers
We are definitely going to be sticking with Web Help Desk for the foreseeable future since the product is very inexpensive for the features that it provides, the integration that it has with our existing systems, and the ease for managing users, assets, locations, and tickets. Web Help Desk is a great product that is backed by even better support, which is well worth looking into if you are considering moving to a new ticketing system.
Michael Santangelo | 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

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 7.1
Based on 2 answers
The system has time and time again proven to be much easier to use and setup for both technicians and end users. It is simple enough to enter a ticket for end users, and even easier to communicate with logging back and forth because you can reply to the ticket emails to enter comments on the tickets. The technician side is a little clunky at first, but after looking at it for a few minutes it's very clear to see what you need to do to accomplish the goals. The mobile interface is snappy and responsive. It's a great product overall.
Michael Santangelo | 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

SolarWinds Web Help Desk (WHD)

No score
No answers yet
No answers on this topic

Performance

Confluence

Confluence 8.1
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

SolarWinds Web Help Desk (WHD)

No score
No answers yet
No answers on this topic

Support Rating

Confluence

Confluence 7.1
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

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 8.8
Based on 8 answers
SolarWinds is a great customizable and affordable ticketing system. We use SolarWinds Web Help Desk for IT and Software
Development trouble ticket tracking and resolution. The reporting that
SolarWinds provides is great since it helps us discover problem areas and fix
those areas so they don't keep reoccurring
Anonymous | TrustRadius Reviewer

Implementation Rating

Confluence

Confluence 8.3
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

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 8.0
Based on 3 answers
Take the time to roll out a test VM to configure and make changes to before doing a live deployment, this way you don't end up with a VM that has been tweaked and re-tweaked until it's perfect and instead end up with a final, polished product.I would also recommend taking the time to read through the support forums for figuring out minor issues that may pop up, chances are that you aren't going to be the first one to encounter them.When all is said and done, SolarWinds Support is VERY responsive and you shouldn't hesitate to contact them.
Michael Santangelo | 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

SolarWinds Web Help Desk (WHD)

Web Help Desk is definitely lacking in the UI/UX department compared to most other ticketing systems I have used int he past. It's very utilitarian; however, what it lacks in UI it makes up for in extensibility and customization. The main issue that the developers need to address is the use of a Web Objects back-end.
John Mahlman IV | 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

SolarWinds Web Help Desk (WHD)

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.
Brandon Patton | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

  • By being fast and accurate, they help us meet all client needs quickly. This pleases our clients.
  • We have had a great ROI from SW ever since we started with them.
  • They help make us look great to clients!
  • Thanks to SolarWinds services and support our client attrition has consistently been under 0.05%.
  • Their client facing materials are clear and reasonably easy to understand.
Marc Shaffer | TrustRadius Reviewer

Screenshots

Confluence

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

SolarWinds Web Help Desk (WHD)

General

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

Starting Price

SolarWinds Web Help Desk (WHD) Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Confluence
8.5
SolarWinds Web Help Desk (WHD)
6.7

Likelihood to Renew

Confluence
9.7
SolarWinds Web Help Desk (WHD)
9.1

Usability

Confluence
8.3
SolarWinds Web Help Desk (WHD)
7.1

Reliability and Availability

Confluence
9.0
SolarWinds Web Help Desk (WHD)

Performance

Confluence
8.1
SolarWinds Web Help Desk (WHD)

Support Rating

Confluence
7.1
SolarWinds Web Help Desk (WHD)
8.8

Implementation Rating

Confluence
8.3
SolarWinds Web Help Desk (WHD)
8.0

Scalability

Confluence
8.0
SolarWinds Web Help Desk (WHD)

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