Atlassian Confluence and Freshdesk compete in the fields of collaboration and customer support, respectively. Confluence has the upper hand in collaboration and document management through its extensive features and integrations.
Features: Atlassian Confluence is known for its ease of use, collaboration capabilities, and seamless integration with JIRA. It supports version control, dynamic user access, and offers document management features. Freshdesk offers customizable support centers, email and social media ticketing, and automation for efficient customer service management.
Room for Improvement: Atlassian Confluence needs better price scalability, search functionality, and document collaboration integration. Users also suggest enhancing text editor features and managing licensed user costs. Freshdesk could improve ticket management, form customization, and it requires better social media ticket filtering and reporting features.
Ease of Deployment and Customer Service: Atlassian Confluence supports various deployment environments including On-premises, Public Cloud, and Hybrid Cloud, but faces criticisms for slow technical support. Freshdesk, based on Public Cloud, allows easier access for support teams but experiences mixed reviews on technical support's effectiveness.
Pricing and ROI: Atlassian Confluence offers flexible licensing models but with rising costs as team sizes grow, especially with plugins. Freshdesk uses agent-based pricing and is perceived as cost-effective compared to other solutions like Zendesk, providing significant ROI by enhancing workflow efficiencies.
Our team is able to handle more tickets without increasing headcount, improving overall efficiency.
People who initially find ServiceNow to be on the higher side, but when you do the value gain comparison in the next few years, you see that it does give you the returns, with the AI capabilities and everything it brings.
Automation of assigning tickets helps in reducing overall operational costs for the company, which frees up agents to do other complex and much-needed tasks.
This team manages all queries and uses various plugins, such as Tempo for time tracking.
The Atlassian technical support team is reachable through different platforms.
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
From my experience, once it is set up, we have never had problems.
The first-time response should be within 30 seconds.
Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
With automation and efficient workflows, our team can manage a large number of tickets without proportionally increasing headcount, which helps maintain efficiency as the organization grows.
For small to medium-sized businesses, you can look at Freshdesk, but for larger enterprise levels, you look at ServiceNow.
The goal is always to respond to customer tickets in a timely fashion, ensuring that customers feel seen and heard while also providing solutions.
After installation and continuous operation, I have encountered no problems.
Freshdesk has been quite stable in the market.
The company using Atlassian Confluence needs to have a very clear structure for where information will be organized.
The software does not currently have any kind of AI integration.
This chart used AI to offer users the option to create it based on the data.
Currently, some features like SMS or WhatsApp integration are only available to larger user groups, but even smaller teams should have access based on their specific needs.
The current integration is more complicated and doesn’t work as well.
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
It streamlines license management and renewal processes, which can otherwise lead to complications or lapses in access.
Money is a factor because Atlassian Confluence is not free.
Our organization pays about 200,000 Indian rupees per year for the license.
The pricing is reasonable compared to similar tools, especially for mid-sized teams, though costs can increase as you move to higher tiers for additional advanced features.
The pricing experience is relatively competitive, so it is cost-effective.
You can easily link Atlassian Confluence into a Jira ticket, which allows for a quick overview when you are in the ticket system and the ability to quickly dive deeper into the Wiki directly.
This tool provides a single repository for interacting with the entire team.
I use Atlassian Confluence for task management and other project management tasks, such as reporting, visualization of tasks, tracking the progress of tickets, and understanding how work is progressing.
These features drastically impact my day-to-day work and my team's efficiency by reducing the resolution time significantly, as issues that once took days to resolve are now handled in hours and even minutes.
Freshdesk has positively impacted my organization as it has saved a considerable amount of time and has enabled us to focus better on customers, which resulted in lesser churn.
Now, with Freshdesk, tickets can be easily assigned to any engineer, who will provide the cause, explain why it happened, and give us the answer on how they resolved the issue.
| Product | Mindshare (%) |
|---|---|
| Atlassian Confluence | 9.3% |
| Freshdesk | 4.3% |
| Other | 86.4% |
| Company Size | Count |
|---|---|
| Small Business | 39 |
| Midsize Enterprise | 27 |
| Large Enterprise | 52 |
| Company Size | Count |
|---|---|
| Small Business | 24 |
| Midsize Enterprise | 6 |
| Large Enterprise | 14 |
Project management is easy with Atlassian's Confluence as your single source of truth. It integrates with JIRA so you can easily add context to your projects in one central location. Create and track issues & product requirements, publish release reports, track release progress, and more when you connect Confluence and JIRA. Confluence allows you to create, share, evolve, and capture your team's project documentation so you can collaborate better, smarter, and as a team.
Confluence also organizes your powerful repository of information, opinions, and knowledge to help you answer questions, create how-to docs, and possibly identify the next big thing. Logical and consistent management of knowledge and a powerful search engine ensure that you can always find the right content, when you need it most. Share, organize, and discover content all in one platform.
Confluence has multiple deployment options to provide the flexibility your organization needs.
Cloud is a fully hosted service for customers who want to iterate quickly and have us take care of managing the infrastructure.
For customers who need to run our applications behind their firewall, we have Server and Data Center options. Server delivers greater capacity for a larger user base and gives you more control, allowing you to remain compliant with your enterprise IT, security, IP and privacy policies. For our largest customers, Data Center provides all the capability of our Server option, along with high availability, instant scalability and performance at scale.
Atlassian also offers premium support and strategic services for enterprise customers. Technical Account Managers are cross-functional technical advisors providing proactive planning and strategic guidance across your organization. Premier Support goes above and beyond our standard offerings to give you account-wide support from a team of senior support engineers.
Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.
The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.
Freshdesk Features and Benefits
Some of the solution's top features and benefits include:
Reviews from Real Users
Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.
Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”
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