Confluence vs Spiceworks Help Desk | TrustRadius

What users are saying about

Score 8 out of 10

Based on 1078 reviews and ratings

Score 8.6 out of 10

Based on 212 reviews and ratings

Feature Rating Comparison

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

Pros

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.

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Verified User

Manager in Information Technology

Information Services Company, 51-200 employees

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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.

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Senior System Administrator

Packaging & Distribution ResourcesWarehousing, 51-200 employees

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Cons

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.

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Chris Snelling, CFA

Investments and Treasury Manager

TASC (Total Administrative Services Corporation)Financial Services, 1001-5000 employees

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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.

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CISO (Chief Information Security Officer)

SAVANNAH STATE UNIVERSITYHigher Education, 501-1000 employees

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Likelihood to Renew

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.

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Charles Thomasset, MBA

Director, Project/Process Management

Lehigh UniversityHigher Education, 1001-5000 employees

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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

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Systems Administrator

Withers & RavenelCivil Engineering, 51-200 employees

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Usability

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.

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Verified User

Analyst in Information Technology

Computer Software Company, 10,001+ employees

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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?

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CISO (Chief Information Security Officer)

SAVANNAH STATE UNIVERSITYHigher Education, 501-1000 employees

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Reliability and Availability

Confluence 10.0

Based on 4 answers

It is always on, always ready. It is very adaptable and reliable.

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Verified User

Consultant in Marketing

Insurance Company, 51-200 employees

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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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Systems Administrator

Costa Del MarSporting Goods, 51-200 employees

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Performance

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.

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Senior Firmware Engineer

Spirent CommunicationsTelecommunications, 1001-5000 employees

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Spiceworks Help Desk 8.0

Based on 2 answers

No answer on this topic is available.

Support Rating

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.

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Systems Engineer

Cold Spring Harbor LaboratoryResearch, 501-1000 employees

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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.

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Verified User

Administrator in Information Technology

Retail Company, 201-500 employees

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Implementation Rating

Confluence 9.0

Based on 3 answers

Great process overall

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Verified User

Consultant in Marketing

Insurance Company, 51-200 employees

View all 3 answers on this topic

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

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Jennifer Metcalf

Systems Analyst II

ClaycoConstruction, 501-1000 employees

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Alternatives Considered

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.

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Alexandria Alvarez Gerbasi

Chief Administrative Officer

OVS Group LLCOil & Energy, 51-200 employees

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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.

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Owner

Seidl EnterprisesMarketing & Advertising, 11-50 employees

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Scalability

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.

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Verified User

Consultant in Marketing

Insurance Company, 51-200 employees

View all 1 answers on this topic

Spiceworks Help Desk 10.0

Based on 1 answer

No answer on this topic is available.

Return on Investment

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.

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Holly Wallace Nielsen

Sales Manager

Incorporate MassageHealth, Wellness and Fitness, 51-200 employees

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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.

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Systems Administrator

Stephenson Equipment, Inc.Construction, 201-500 employees

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Pricing Details

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

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Spiceworks Help Desk Editions & Modules

—

Additional Pricing Details

—

Rating Summary

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

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