What users are saying about
1078 Ratings
Top Rated
212 Ratings
1078 Ratings
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Score 8 out of 100
Top Rated
212 Ratings
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Score 8.6 out of 100

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!
Anonymous | TrustRadius Reviewer

Spiceworks 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.
Mike Goularte | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Spiceworks 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.
Andrew Shannon | TrustRadius Reviewer

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.
Chris Snelling, CFA | TrustRadius Reviewer

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.
BART HUNTER | TrustRadius Reviewer

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.
Charles Thomasset, MBA | TrustRadius Reviewer

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
Chris Johnson | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Spiceworks 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?
BART HUNTER | TrustRadius Reviewer

Reliability and Availability

Confluence

Confluence 10.0
Based on 4 answers
It is always on, always ready. It is very adaptable and reliable.
Anonymous | TrustRadius Reviewer

Spiceworks 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.
Patrick Yeager | TrustRadius Reviewer

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.
Kaleb-John Loo | TrustRadius Reviewer

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.
Brian Scholer | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Implementation Rating

Confluence

Confluence 9.0
Based on 3 answers
Great process overall
Anonymous | TrustRadius Reviewer

Spiceworks 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
Jennifer Metcalf | TrustRadius Reviewer

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.
Alexandria Alvarez Gerbasi | TrustRadius Reviewer

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.
Mikel Seidl | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Spiceworks 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.
Holly Wallace Nielsen | TrustRadius Reviewer

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.
Andrew Murphy | TrustRadius Reviewer

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
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
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

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Confluence
8.5
Spiceworks Help Desk
8.7

Likelihood to Renew

Confluence
10.0
Spiceworks Help Desk
9.2

Usability

Confluence
8.6
Spiceworks Help Desk
8.0

Reliability and Availability

Confluence
10.0
Spiceworks Help Desk
10.0

Performance

Confluence
9.8
Spiceworks Help Desk
8.0

Support Rating

Confluence
8.5
Spiceworks Help Desk
8.5

Implementation Rating

Confluence
9.0
Spiceworks Help Desk
10.0

Scalability

Confluence
10.0
Spiceworks Help Desk
10.0

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