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
Top Rated
212 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 8.6 out of 100
Based on 212 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 employeesSpiceworks Help Desk
I would recommend it highly. With the cost of free and the customizable options the ROI is fairly high. If the company is too large I may not recommend it, but most small to medium businesses could use this help desk to it's fullest. Larger businesses with 1000+ employees spread out over large areas may be more difficult to use depending on what the company does.
IT Technician
Briarpatch Food CoopRetail, 51-200 employees
Feature Rating Comparison
Project Management
Confluence
7.9
Spiceworks Help Desk
—
Task Management
Confluence
8.6
Spiceworks Help Desk
—
Gantt Charts
Confluence
7.9
Spiceworks Help Desk
—
Scheduling
Confluence
7.2
Spiceworks Help Desk
—
Workflow Automation
Confluence
7.7
Spiceworks Help Desk
—
Mobile Access
Confluence
8.0
Spiceworks Help Desk
—
Search
Confluence
7.9
Spiceworks Help Desk
—
Visual planning tools
Confluence
7.9
Spiceworks Help Desk
—
Communication
Confluence
8.0
Spiceworks Help Desk
—
Chat
Confluence
6.4
Spiceworks Help Desk
—
Notifications
Confluence
8.8
Spiceworks Help Desk
—
Discussions
Confluence
8.2
Spiceworks Help Desk
—
Surveys
Confluence
7.0
Spiceworks Help Desk
—
Internal knowledgebase
Confluence
8.8
Spiceworks Help Desk
—
Integrates with GoToMeeting
Confluence
6.0
Spiceworks Help Desk
—
Integrates with Gmail and Google Hangouts
Confluence
9.3
Spiceworks Help Desk
—
Integrates with Outlook
Confluence
9.6
Spiceworks Help Desk
—
File Sharing & Management
Confluence
8.4
Spiceworks Help Desk
—
Versioning
Confluence
8.6
Spiceworks Help Desk
—
Video files
Confluence
8.0
Spiceworks Help Desk
—
Audio files
Confluence
8.2
Spiceworks Help Desk
—
Document collaboration
Confluence
8.8
Spiceworks Help Desk
—
Access control
Confluence
9.0
Spiceworks Help Desk
—
Advanced security features
Confluence
8.8
Spiceworks Help Desk
—
Integrates with Google Drive
Confluence
8.0
Spiceworks Help Desk
—
Device sync
Confluence
8.0
Spiceworks Help Desk
—
Incident and problem management
Confluence
—
Spiceworks Help Desk
8.6
Organize and prioritize service tickets
Confluence
—
Spiceworks Help Desk
8.7
Expert directory
Confluence
—
Spiceworks Help Desk
8.1
Subscription-based notifications
Confluence
—
Spiceworks Help Desk
8.1
ITSM collaboration and documentation
Confluence
—
Spiceworks Help Desk
8.2
Ticket creation and submission
Confluence
—
Spiceworks Help Desk
9.2
Ticket response
Confluence
—
Spiceworks Help Desk
9.0
Self Help Community
Confluence
—
Spiceworks Help Desk
8.6
External knowledge base
Confluence
—
Spiceworks Help Desk
9.2
Internal knowledge base
Confluence
—
Spiceworks Help Desk
8.0
Multi-Channel Help
Confluence
—
Spiceworks Help Desk
8.1
Customer portal
Confluence
—
Spiceworks Help Desk
8.7
IVR
Confluence
—
Spiceworks Help Desk
8.1
Social integration
Confluence
—
Spiceworks Help Desk
8.4
Email support
Confluence
—
Spiceworks Help Desk
8.1
Help Desk CRM integration
Confluence
—
Spiceworks Help Desk
7.1
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 employeesSpiceworks Help Desk
- Help desk trouble ticket system, which is great for tracking the status of issues within your organization. It allows users the ability to submit help requests themselves, and it allows teams to update and track the tickets.
- Inventory tracking of all your equipment with lots of details about each piece of equipment, like the patch level of computers and the location for equipment or the last time it was serviced or updated.
- Spiceworks is free!! You can't beat a free solution, and the community behind Spiceworks is huge. Their forums are filled with fellow IT pros willing to help each other out if you submit a question.
Senior System Administrator
Packaging & Distribution ResourcesWarehousing, 51-200 employees
Cons
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
Spiceworks Help Desk
- Spiceworks uses a lot of system resources and does need room for improvement in this area on Windows systems. Sometimes it can hang and a system reboot will clear up the issue.
- Spiceworks should be able to be installed on non-Windows systems such as Linux, Apple MAC OS, or other flavors of unix. So it should have a Linux install available for servers running this OS.
- Running Spiceworks on a workstation along with other programs is not recommended. I would advise installing it on a dedicated server.
CISO (Chief Information Security Officer)
SAVANNAH STATE UNIVERSITYHigher Education, 501-1000 employees
Likelihood 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
Spiceworks Help Desk
Spiceworks Help Desk 9.2
Based on 28 answers
There is no contract to renew, since it's free. Spiceworks has helped me so much that I couldn't imagine trying to replace it with a different product. I'd have a hard time finding a single product that does everything that Spiceworks does, let alone one that does it as well as Spiceworks and for free
Systems Administrator
Withers & RavenelCivil Engineering, 51-200 employees
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+ employeesSpiceworks Help Desk
Spiceworks Help Desk 8.0
Based on 7 answers
1. Its free.2. Its easy to install.3. You can have it up and running in under 1-hour.4. You get dashboards that are easy to read so you know the state of your network.5. You can create your own reports and not just the ones already installed.6. Excellent tool for network administrators and security practitioners.7. Did I mention that its free?
CISO (Chief Information Security Officer)
SAVANNAH STATE UNIVERSITYHigher Education, 501-1000 employees
Reliability 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 employeesSpiceworks Help Desk
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.
Systems Administrator
Costa Del MarSporting Goods, 51-200 employees
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
Spiceworks Help Desk
Spiceworks Help Desk 8.0
Based on 2 answers
No answer on this topic is available.
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
Spiceworks Help Desk
Spiceworks Help Desk 8.5
Based on 48 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.

Verified User
Administrator in Information Technology
Retail Company, 201-500 employeesImplementation Rating
Confluence
Confluence 9.0
Based on 3 answers
Great process overall

Verified User
Consultant in Marketing
Insurance Company, 51-200 employeesSpiceworks Help Desk
Spiceworks Help Desk 10.0
Based on 12 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
Systems Analyst II
ClaycoConstruction, 501-1000 employees
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
Spiceworks Help Desk
Compared to most other Help Desk software, Spiceworks [Help Desk] is easier to use and cheaper to maintain. In the cases of options like ConnectWise and Track-It! it is a bit less fully featured, but for smaller organizations that may actually be a benefit as it makes it less cumbersome to train staff on.
Owner
Seidl EnterprisesMarketing & Advertising, 11-50 employees
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 employeesSpiceworks Help Desk
Spiceworks Help Desk 10.0
Based on 1 answer
No answer on this topic is available.
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
Spiceworks Help Desk
- We've been able to keep track of all our tickets by using spiceworks. Without it things kept getting lost in the shuffle.
- We've been able to go back and show how many help desk calls we've gotten in a period of time. It's given us metrics.
Systems Administrator
Stephenson Equipment, Inc.Construction, 201-500 employees
Pricing 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
—Spiceworks Help Desk
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Spiceworks Help Desk Editions & Modules
—