What users are saying about
Top Rated
1822 Ratings
Top Rated
854 Ratings
Top Rated
1822 Ratings
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Score 8.1 out of 100
Top Rated
854 Ratings
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Score 8 out of 100

Feature Set Ratings

    Project Management

    7.5

    Confluence

    75%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    Atlassian Confluence ranks higher in 7/7 features

    Task Management

    7.7
    77%
    83 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%
    55 Ratings
    N/A
    0 Ratings

    Mobile Access

    6.8
    68%
    80 Ratings
    N/A
    0 Ratings

    Search

    7.9
    79%
    103 Ratings
    N/A
    0 Ratings

    Visual planning tools

    7.3
    73%
    82 Ratings
    N/A
    0 Ratings

    Communication

    8.0

    Confluence

    80%

    Zendesk Support Suite

    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

    8.5
    85%
    103 Ratings
    N/A
    0 Ratings

    Discussions

    8.0
    80%
    97 Ratings
    N/A
    0 Ratings

    Surveys

    7.0
    70%
    15 Ratings
    N/A
    0 Ratings

    Internal knowledgebase

    9.4
    94%
    97 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

    8.3

    Confluence

    83%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    Atlassian Confluence ranks higher in 8/8 features

    Versioning

    8.6
    86%
    89 Ratings
    N/A
    0 Ratings

    Video files

    7.6
    76%
    66 Ratings
    N/A
    0 Ratings

    Audio files

    8.1
    81%
    60 Ratings
    N/A
    0 Ratings

    Document collaboration

    8.4
    84%
    100 Ratings
    N/A
    0 Ratings

    Access control

    8.9
    89%
    98 Ratings
    N/A
    0 Ratings

    Advanced security features

    8.6
    86%
    74 Ratings
    N/A
    0 Ratings

    Integrates with Google Drive

    8.0
    80%
    47 Ratings
    N/A
    0 Ratings

    Device sync

    8.2
    82%
    46 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Confluence

    Feature Set Not Supported
    N/A
    6.7

    Zendesk Support Suite

    67%
    Zendesk Support Suite ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    7.0
    70%
    88 Ratings

    Expert directory

    N/A
    0 Ratings
    5.7
    57%
    55 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    5.7
    57%
    62 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    6.1
    61%
    58 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    7.8
    78%
    89 Ratings

    Ticket response

    N/A
    0 Ratings
    7.6
    76%
    88 Ratings

    Self Help Community

    Confluence

    Feature Set Not Supported
    N/A
    6.4

    Zendesk Support Suite

    64%
    Zendesk Support Suite ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    6.5
    65%
    75 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    6.3
    63%
    70 Ratings

    Multi-Channel Help

    Confluence

    Feature Set Not Supported
    N/A
    6.3

    Zendesk Support Suite

    63%
    Zendesk Support Suite ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    6.4
    64%
    69 Ratings

    IVR

    N/A
    0 Ratings
    4.8
    48%
    29 Ratings

    Social integration

    N/A
    0 Ratings
    6.4
    64%
    54 Ratings

    Email support

    N/A
    0 Ratings
    7.2
    72%
    85 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    6.7
    67%
    64 Ratings

    Attribute Ratings

    • Atlassian Confluence is rated higher in 2 areas: Likelihood to Recommend, Availability
    • Zendesk Support Suite is rated higher in 5 areas: Likelihood to Renew, Usability, Support Rating, Implementation Rating, Configurability
    • Atlassian Confluence and Zendesk Support Suite are tied in 1 area: Performance

    Likelihood to Recommend

    8.3

    Confluence

    83%
    122 Ratings
    6.9

    Zendesk Support Suite

    69%
    127 Ratings

    Likelihood to Renew

    9.8

    Confluence

    98%
    19 Ratings
    10.0

    Zendesk Support Suite

    100%
    39 Ratings

    Usability

    8.3

    Confluence

    83%
    12 Ratings
    9.9

    Zendesk Support Suite

    99%
    19 Ratings

    Availability

    9.0

    Confluence

    90%
    5 Ratings
    8.6

    Zendesk Support Suite

    86%
    26 Ratings

    Performance

    8.0

    Confluence

    80%
    9 Ratings
    8.0

    Zendesk Support Suite

    80%
    20 Ratings

    Support Rating

    6.0

    Confluence

    60%
    45 Ratings
    8.3

    Zendesk Support Suite

    83%
    49 Ratings

    In-Person Training

    Confluence

    N/A
    0 Ratings
    10.0

    Zendesk Support Suite

    100%
    1 Rating

    Online Training

    Confluence

    N/A
    0 Ratings
    7.9

    Zendesk Support Suite

    79%
    9 Ratings

    Implementation Rating

    8.5

    Confluence

    85%
    6 Ratings
    9.0

    Zendesk Support Suite

    90%
    35 Ratings

    Configurability

    6.0

    Confluence

    60%
    1 Rating
    9.3

    Zendesk Support Suite

    93%
    3 Ratings

    Ease of integration

    8.0

    Confluence

    80%
    4 Ratings

    Zendesk Support Suite

    N/A
    0 Ratings

    Product Scalability

    8.0

    Confluence

    80%
    2 Ratings

    Zendesk Support Suite

    N/A
    0 Ratings

    Vendor post-sale

    8.0

    Confluence

    80%
    1 Rating

    Zendesk Support Suite

    N/A
    0 Ratings

    Vendor pre-sale

    8.0

    Confluence

    80%
    1 Rating

    Zendesk Support Suite

    N/A
    0 Ratings

    Likelihood to Recommend

    Atlassian

    It has a comment option on the page, where you can tag other teammates tagging them. it sends the mail notification. Comment at the page end is pretty good for referring to other stakeholders and future references of the topic on the page. Creating the highlights of the discussions, and meeting held points with highlighted tagging. Easy shortcuts such as to add a date just type "//". The interface is cool and has easy shortcuts for quick page making.
    Read full review

    Zendesk

    Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
    Read full review

    Pros

    Atlassian

    • 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
    Read full review

    Zendesk

    • Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
    • Zendesk makes it easy for users to indicate if they are available to respond or not.
    • Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!
    Read full review

    Cons

    Atlassian

    • Navigation. Similar to other Atlassian products, users have complained that aspects of Confluence are difficult to learn right away[.]
    • An issue that users can face when using Confluence is attempting to edit a document while someone else is editing. Although users can access the document and save it, they are unable to see the changes happening in [real-time] that other users are implementing until they refresh their page. Some users have also noted that this can result in loss of edits.
    • Another drawback of using Confluence is its specific organizational structure. All information is stored within one page or project, although the page is able to be broken up into sections, some users do not prefer this style. Users can use the ‘page tree’ on each page to organize the different elements of each project.
    Read full review

    Zendesk

    • Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
    • Provide a way for Suspended tickets (created by emails from non-users) to be better managed
    • Set a timer for tickets to reopen on a more individual ticket basis.
    Read full review

    Pricing Details

    Confluence

    Starting Price

    $10 per month

    Editions & Modules

    Confluence editions and modules pricing
    EditionModules
    Free0.001
    Standard5.002
    Premium10.003
    EnterpriseContact Sales4
    Server10.005
    Server2700.006
    Server5300.007
    Server10,200.008
    Server19,800.009
    Server30,000.0010
    Server45,000.0011
    Server90,000.0012
    Server150,000.0013
    Data Center15,000.0014
    Data Center30,000.0015
    Data Center52,000.0016
    Data Center79,200.0017
    Data Center105,600.0018
    Data Center132,000.0019
    Data Center143,000.0020
    Data Center154,000.0021
    Data Center165,000.0022
    Data Center176,000.0023
    Data Center187,000.0024
    Data Center198,000.0025
    Data Center209,000.0026
    Data Center220,000.0027

    Footnotes

    1. Free for 10 Users
    2. Per User Per Month
    3. Per User Per Month
    4. none
    5. 10 Users - Perpetual License
    6. 25 Users - Perpetual License
    7. 50 Users - Perpetual License
    8. 100 Users - Perpetual License
    9. 250 Users - Perpetual License
    10. 500 Users - Perpetual License
    11. 2,000 Users - Perpetual License
    12. 10,000 Users - Perpetual License
    13. 10,001+ Users - Perpetual License
    14. 500 Users - Annually
    15. 1,000 Users - Annually
    16. 2,000 Users - Annually
    17. 3,000 Users - Annually
    18. 4,000 Users - Annually
    19. 5,000 Users - Annually
    20. 10,000 Users - Annually
    21. 15,000 Users - Annually
    22. 20,000 Users - Annually
    23. 25,000 Users - Annually
    24. 30,000 Users - Annually
    25. 35,000 Users - Annually
    26. 40,000 Users - Annually
    27. 40,001+ Users - Annually

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Zendesk Support Suite

    Starting Price

    $19 per agent/month billed annually

    Editions & Modules

    Zendesk Support Suite editions and modules pricing
    EditionModules
    Suite Team$49.001
    Suite Growth$79.002
    Suite Professional$99.003
    Suite Enterprise$150.004
    Additional Enterprise-Ready Plans, starting at...$215.005
    Support Team (Foundational Support Only)$19.006

    Footnotes

    1. per agent/month billed annually
    2. per agent/month billed annually
    3. per agent/month billed annually
    4. per agent/month billed annually
    5. per agent/month billed annually
    6. per agent/month billed annually

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional

    Additional Details

    Likelihood to Renew

    Atlassian

    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.
    Read full review

    Zendesk

    There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
    Read full review

    Usability

    Atlassian

    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.
    Read full review

    Zendesk

    As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
    Read full review

    Reliability and Availability

    Atlassian

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

    Zendesk

    In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
    Read full review

    Performance

    Atlassian

    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.
    Read full review

    Zendesk

    There has been minor performance degradation on a very few days out of the two years I have been using the product.
    Read full review

    Support Rating

    Atlassian

    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.
    Read full review

    Zendesk

    Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
    Read full review

    Online Training

    Atlassian

    No answers on this topic

    Zendesk

    Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
    Read full review

    Implementation Rating

    Atlassian

    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!
    Read full review

    Zendesk

    I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

    The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
    Read full review

    Alternatives Considered

    Atlassian

    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.
    Read full review

    Zendesk

    I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.
    Read full review

    Scalability

    Atlassian

    This tool is very adaptable. So much so we use it for three completely separate projects, in three very different ways.
    Read full review

    Zendesk

    No answers on this topic

    Return on Investment

    Atlassian

    • 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.
    Read full review

    Zendesk

    • The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
    • Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
    • Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
    Read full review

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