Item: Atlassian Confluence
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Confluence is a great application for logging documentation in a centralized location. It has a lot of capabilities that are useful. Using Confluence by itself just seems wrong though, it works so well with the other applications by Atlassian, such as Software or Service Desk. The integration between these applications is really nice and is enough to overlook some of the downsides of the products.

Pros and Cons

Allows for a simple and organized layout of documentation and instructions.
Very flexible layouts with many different features that you can add to the pages. You can also customize the look and feel of the pages.

Editing the pages could use more features that are easily accessible, but that is just going above and beyond what is necessary. It is currently "good enough".
I wish there were built-in templates for documentation to make it easier for when you have multiple people typing up documents. It would just make it cleaner and more professional. Obviously, we can create our own templates, but it would have been nice to have this built-in.

Return on Investment

Confluence has given our agents the incentive to develop their documentation and post it somewhere where any of the agents can search for and get to it. No more wasting time looking for documents, no more waiting for another agent to send you the help document.

Support Rating

Because you are generally better off finding the information in the Community pages. Support will often link you to articles or forum pages anyway. The support team isn't bad at all though. They just don't engage as much as I'd like. I'd rate them higher, but I want support to be more than just email. My biggest complaint is that you can't call them or email a general support email address (not that I could find without having priority support) and if you get locked out of your account, you can't sign in to submit a ticket.

Key Insights

Do you think Atlassian Confluence delivers good value for the price?

Yes

Are you happy with Atlassian Confluence's feature set?

Yes

Did Atlassian Confluence live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Atlassian Confluence go as expected?

Would you buy Atlassian Confluence again?

Yes

Likelihood to Recommend

The Service Desk utilizes the Confluence sections where access has been granted for customer visibility so that when they are looking to submit a ticket, it gives recommended solutions prior to submitting the ticket. Also, from the agent side on the Service Desk, they will be giving a few possible solution documents to the ticket in question. We have not built out our documentation that much, but I can see this being EXTREMELY helpful for troubleshooting tickets.

Atlassian Confluence is a great tool for documentation and integration into Jira Service Desk and Software apps

Overall Satisfaction with Atlassian Confluence