Item: Atlassian Confluence
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use Atlassian Confluence as documentation/wiki for the entire organization. It addresses our need for a centralized document management system. We call it wiki/intranet.

Pros and Cons

Version control of pages
Transparent and easy for users to use with minimal training to non-technical staff
Robust and reliable tool
Self-hosted so we don't have to share data with anyone

Performance can be improved
Excel integration available without third-party add-on

Return on Investment

our staff loves wiki; we always hear positive from our staff using wiki.

Alternatives Considered

Jira Software and Alfresco Content Services

Business Processes Supported

Document management
Blogging
Centralized wiki
Intranet

Future Planned Uses

Jira integration to generate automated reports

Key Differentiators

Product Features
Product Usability
Product Reputation
Prior Experience with the Product

Evaluation Lessons Learned

Availability of a developer from the vendor to develop things our organization needs. Atlassian Confluence doesn't have enough resources to fulfill the needs of each customer.

Implementation Rating

8

Documentation is properly explained on the Atlassian Confluence site

Implementation Details / Implementation Partner

Implemented in-house

Change Management Lessons

Change management was a major issue with the implementation

Implementation Issues

Server config
Proxy config
HTTPS config
Admin training

Support Rating

5

Support is bit tedious and time consuming; however, I find the community portal much more helpful for complex solutions.

Confluence Customer Support Pros and Cons

Pros	Cons
Knowledgeable team Kept well informed Support cares about my success	Slow Resolution Escalation required Need to explain problems multiple times Slow Initial Response

Premium Support

No, I'm not happy with Atlassian Confluence support at all.

Yes - Yes, so many times we reported issues but we didn't get the right response and had to explain as much every single time to support team. They try to pinpoint a third-party application by just looking at a random logging error.