Confluence vs Spiceworks Help Desk

What users are saying about

Score 8.2 out of 10

Based on 1574 reviews and ratings

Score 8.7 out of 10

Based on 239 reviews and ratings

Feature Set Ratings

Project Management

7.5

Confluence

75%

Spiceworks Help Desk

Feature Set Not Supported

N/A

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%

Spiceworks Help Desk

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

8.6

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%

Spiceworks Help Desk

Feature Set Not Supported

N/A

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

8.5

Spiceworks Help Desk

85%

Spiceworks Help Desk ranks higher in 6/6 features

Organize and prioritize service tickets

N/A

0 Ratings

8.8

88%

51 Ratings

Expert directory

N/A

0 Ratings

7.6

76%

44 Ratings

Subscription-based notifications

N/A

0 Ratings

8.3

83%

39 Ratings

ITSM collaboration and documentation

N/A

0 Ratings

8.2

82%

42 Ratings

Ticket creation and submission

N/A

0 Ratings

9.1

91%

51 Ratings

Ticket response

N/A

0 Ratings

9.1

91%

50 Ratings

Self Help Community

Confluence

Feature Set Not Supported

N/A

8.7

Spiceworks Help Desk

87%

Spiceworks Help Desk ranks higher in 2/2 features

External knowledge base

N/A

0 Ratings

8.9

89%

45 Ratings

Internal knowledge base

N/A

0 Ratings

8.4

84%

45 Ratings

Multi-Channel Help

Confluence

Feature Set Not Supported

N/A

7.5

Spiceworks Help Desk

75%

Spiceworks Help Desk ranks higher in 5/5 features

Customer portal

N/A

0 Ratings

8.3

83%

43 Ratings

IVR

N/A

0 Ratings

7.0

70%

9 Ratings

Social integration

N/A

0 Ratings

6.6

66%

25 Ratings

Email support

N/A

0 Ratings

8.7

87%

44 Ratings

Help Desk CRM integration

N/A

0 Ratings

6.9

69%

26 Ratings

Attribute Ratings

Spiceworks Help Desk is rated higher in 7 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Availability, Support Rating, Implementation Rating, Product Scalability
Atlassian Confluence and Spiceworks Help Desk are tied in 1 area: Performance

Confluence

83%

121 Ratings

8.8

Spiceworks Help Desk

88%

80 Ratings

Confluence

97%

19 Ratings

10.0

Spiceworks Help Desk

100%

29 Ratings

Confluence

83%

12 Ratings

8.5

Spiceworks Help Desk

85%

8 Ratings

Confluence

90%

5 Ratings

10.0

Spiceworks Help Desk

100%

6 Ratings

Confluence

80%

9 Ratings

8.0

Spiceworks Help Desk

80%

2 Ratings

Confluence

66%

45 Ratings

8.6

Spiceworks Help Desk

86%

49 Ratings

Confluence

84%

6 Ratings

10.0

Spiceworks Help Desk

100%

13 Ratings

Confluence

80%

2 Ratings

10.0

Spiceworks Help Desk

100%

1 Rating

Pros

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

Software Integration Tester

WirecardFinancial Services, 501-1000 employees

View all 121 answers on this topic

It helps to multitask, even on the go with the mobile App.
We can customize to meet your needs with automated responses, notifications, and templates.
Detailed reports allow managers to keep track [of] and analyze data.
Allows for a database to store notes helpful for future tickets.

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Justin Reslan

Software Support Specialist

Kerkering, Barberio & Co.Accounting, 51-200 employees

View all 80 answers on this topic

Cons

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.

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Verified User

C-Level Executive in Information Technology

Computer Software Company, 11-50 employees

View all 121 answers on this topic

I have always wanted a way to redirect a support request into another IS bin, such as a development task.
It's possible to extract the data from the Spiceworks database, but it would be helpful if the process to do so were easier.
Improved ability to customize the system generated emails to improve the formatting and company branding.

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Verified User

Supervisor in Information Technology

Chemicals Company, 51-200 employees

View all 80 answers on this topic

Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

$10 per month

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
none

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

—

Spiceworks Help Desk Editions & Modules

—

Additional Pricing Details

—

Likelihood to Renew

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.

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Charles Thomasset, MBA

Director, Project/Process Management

Lehigh UniversityHigher Education, 1001-5000 employees

View all 19 answers on this topic

Spiceworks Help Desk 10.0

Based on 29 answers

Spiceworks is a free tool, so there would be no hesitation if we are required to upgrade it. We have installed Spiceworks on a dedicated server with more than enough resources to get the most from this tool, so we will have this running in our department for years to come.

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BART HUNTER

CISO (Chief Information Security Officer)

SAVANNAH STATE UNIVERSITYHigher Education, 501-1000 employees

View all 29 answers on this topic

Usability

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.

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Verified User

Analyst in Information Technology

Computer Software Company, 10,001+ employees

View all 12 answers on this topic

Spiceworks Help Desk 8.5

Based on 8 answers

Spiceworks is user friendly and easy to set up. It can be customized to suit your needs. If there are any problems, you can go to the community forums for support and be in contact with many IT Pros, as well as the Spiceworks support staff and development teams who are always happy to help users out

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Chris Johnson

Systems Administrator

Withers & RavenelCivil Engineering, 51-200 employees

View all 8 answers on this topic

Reliability and Availability

Confluence 9.0

Based on 5 answers

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

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Normand Whitehead

Senior R&D Eng. Technologist

Trilliant IncTelecommunications, 201-500 employees

View all 5 answers on this topic

Spiceworks Help Desk 10.0

Based on 6 answers

We use it both locally on our own server so up time is decided by us and we also use the hosted help desk. We have never had an outage of that.

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Patrick Yeager

Systems Administrator

Costa Del MarSporting Goods, 51-200 employees

View all 6 answers on this topic

Performance

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.

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Kaleb-John Loo

Senior Firmware Engineer

Spirent CommunicationsTelecommunications, 1001-5000 employees

View all 9 answers on this topic

Spiceworks Help Desk 8.0

Based on 2 answers

No answer on this topic is available.

Support Rating

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.

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Verified User

Engineer in Research & Development

Pharmaceuticals Company, 5001-10,000 employees

View all 45 answers on this topic

Spiceworks Help Desk 8.6

Based on 49 answers

Spiceworks has been working out of the box, and some of the basic customizations have been successful with just our internal staff handling. We don't have any other issues with the tool. It provides us with the inventory information we want in a quick and concise report in a variety of formats for our team.

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Verified User

Administrator in Information Technology

Retail Company, 201-500 employees

View all 49 answers on this topic

Implementation Rating

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!

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Bill Kratzer

Chief Innovation Officer

Versatile CreditFinancial Services, 11-50 employees

View all 6 answers on this topic

Spiceworks Help Desk 10.0

Based on 13 answers

If you can spin up a VM to run it on, you'll thank yourself later. If you have remote sites, set up a local server (or dedicated computer) at each site and set them up as remote collectors for the main site. You'll save time and bandwidth

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Jennifer Metcalf

Systems Analyst II

ClaycoConstruction, 501-1000 employees

View all 13 answers on this topic

Alternatives Considered

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.

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Benoît Desroches

Senior Web Team Lead

AlithyaComputer Games, 10,001+ employees

View all 121 answers on this topic

EGroupware UI is clunky and hard to use, Jira is great but the pricing is expensive in comparison with spice works that has a free version and you can test it out properly before buying and make a correct decision based on your business plan and company objectives with the right software.

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Héctor Aguilar

Ruby on Rails Developer

Chunch.esInformation Technology & Services, 1-10 employees

View all 80 answers on this topic

Scalability

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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Verified User

Consultant in Marketing

Insurance Company, 51-200 employees

View all 2 answers on this topic

Spiceworks Help Desk 10.0

Based on 1 answer

No answer on this topic is available.

Return on Investment

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.

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Brandon Patton

Manager, Information Technology

Engineering InnovationIndustrial Automation, 51-200 employees

View all 121 answers on this topic

Positive - Allow organizations to implement structured Help Desk procedures.
Positive - IT can begin to quantify their tickets and uncover needs within the organization.
Positive - IT can develop a solid roadmap with [the] management of future needs, equipment refresh schedules, etc.
Positive - IT can pinpoint employees who may need extra training or updated equipment based on historical ticketing data.

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David Yates

President

Geeks-r-Us, Inc.Computer & Network Security, 1-10 employees

View all 80 answers on this topic

Confluence

Spiceworks Help Desk

Confluence

Spiceworks Help Desk

Task Management

Gantt Charts

Scheduling

Workflow Automation

Mobile Access

Search

Visual planning tools

Confluence

Spiceworks Help Desk

Chat

Notifications

Discussions

Surveys

Internal knowledgebase

Integrates with GoToMeeting

Integrates with Gmail and Google Hangouts

Integrates with Outlook

Confluence

Spiceworks Help Desk

Versioning

Video files

Audio files

Document collaboration

Access control

Advanced security features

Integrates with Google Drive

Device sync

Confluence

Spiceworks Help Desk

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

Confluence

Spiceworks Help Desk

External knowledge base

Internal knowledge base

Confluence

Spiceworks Help Desk

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

Confluence

Spiceworks Help Desk

Confluence

Spiceworks Help Desk

Confluence

Spiceworks Help Desk

Confluence

Spiceworks Help Desk

Confluence

Spiceworks Help Desk

Confluence

Spiceworks Help Desk

Confluence

Spiceworks Help Desk

Confluence

Spiceworks Help Desk

Likelihood to Recommend

Confluence

Spiceworks Help Desk

Pros

Confluence

Spiceworks Help Desk

Cons

Confluence

Spiceworks Help Desk

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services