Compare Confluence and Zendesk for Customer Service
At a Glance
Market Segments
Mid-Market (48.3% of reviews)
Mid-Market (45.6% of reviews)
Entry-Level Pricing
Free 10 Users Per Month
$19.00 1 user per month billed annually
Confluence
Star Rating
(4,343)4.1 out of 5
Market Segments
Mid-Market (48.3% of reviews)
Pros & Cons
Entry-Level Pricing
Free 10 Users Per Month
Free Trial is available
Browse all 4 pricing plans
Zendesk for Customer Service
Star Rating
(6,838)4.3 out of 5
Market Segments
Mid-Market (45.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plans
Confluence vs Zendesk for Customer Service
When assessing the two solutions, reviewers found Zendesk for Customer Service easier to use and administer. However, reviewers preferred the ease of set up, and doing business with Confluence overall.
- Reviewers felt that Zendesk for Customer Service meets the needs of their business better than Confluence.
- When comparing quality of ongoing product support, reviewers felt that Zendesk for Customer Service is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of Zendesk for Customer Service over Confluence.
Pricing
Entry-Level Pricing
Confluence
Free
Free
10 Users Per Month
Free forever for 10 users
- Pages & Spaces
- Organize & connect work with databases
- Hundreds of templates
Zendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Confluence
Free Trial is available
Zendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
8.5
3,680
8.6
5,201
Ease of Use
8.0
3,729
8.6
5,312
Ease of Setup
8.3
1,221
8.0
3,265
Ease of Admin
8.0
894
8.2
3,133
Quality of Support
8.1
2,518
8.4
4,938
Has the product been a good partner in doing business?
8.5
809
8.4
3,057
Product Direction (% positive)
7.5
3,611
8.0
4,852
Features by Category
Ticket and Case Management
Not enough data
8.8
2586
|
Verified
Not enough data
8.7
2619
|
Verified
Not enough data
8.5
2547
|
Verified
Not enough data
8.4
2374
|
Verified
Not enough data
8.2
1934
|
Verified
Not enough data
8.4
2409
|
Verified
Not enough data
8.6
2412
|
Verified
Not enough data
8.3
1868
|
Verified
Generative AI
Not enough data
7.6
388
Not enough data
7.6
386
Agentic AI - Help Desk
Not enough data
7.8
246
Not enough data
7.9
244
Not enough data
8.0
246
Communication Channels
Not enough data
8.5
2069
|
Verified
Not enough data
8.8
2339
|
Verified
Not enough data
8.4
1752
|
Verified
Not enough data
8.0
1436
|
Verified
Not enough data
8.0
1329
|
Verified
Platform
Not enough data
7.7
1391
|
Verified
Not enough data
8.0
1781
|
Verified
Not enough data
8.3
1957
|
Verified
Not enough data
8.2
1768
|
Verified
Not enough data
7.9
2371
|
Verified
Not enough data
8.0
2420
|
Verified
Usability
Not enough data
8.3
664
Not enough data
8.3
661
Not enough data
8.4
634
Reporting
Not enough data
8.3
587
Not enough data
7.9
562
Not enough data
8.2
643
Generative AI
Not enough data
7.3
176
Not enough data
7.2
175
Knowledge Pages
8.5
791
Not enough data
8.5
739
Not enough data
8.8
797
Not enough data
8.4
659
Not enough data
7.8
441
Not enough data
8.6
532
Not enough data
Knowledge Dissemination
8.3
674
Not enough data
8.6
786
Not enough data
9.2
892
Not enough data
8.6
796
Not enough data
8.1
492
Not enough data
7.8
423
Not enough data
8.7
553
Not enough data
8.4
517
Not enough data
8.5
452
Not enough data
Agentic AI - Knowledge Base
7.7
179
Not enough data
7.6
180
Not enough data
7.6
179
Not enough data
Login Options
9.5
58
Not enough data
8.7
42
Not enough data
Productivity
7.9
39
Not enough data
8.3
43
Not enough data
8.5
41
Not enough data
8.0
43
Not enough data
8.4
44
Not enough data
Customization
8.4
46
Not enough data
9.1
46
Not enough data
8.6
42
Not enough data
Agentic AI - Unified Workspaces
7.8
37
Not enough data
8.1
40
Not enough data
Automation
8.8
59
Not enough data
8.8
58
Not enough data
8.8
62
Not enough data
Administration
8.8
60
Not enough data
8.6
57
Not enough data
9.2
56
Not enough data
Project management
9.0
57
Not enough data
8.6
57
Not enough data
8.9
58
Not enough data
8.7
58
Not enough data
8.6
54
Not enough data
8.0
53
Not enough data
8.6
60
Not enough data
Workload
8.2
54
Not enough data
8.6
56
Not enough data
8.8
57
Not enough data
8.4
56
Not enough data
Communication & Collaboration
8.8
56
Not enough data
9.3
68
Not enough data
9.2
69
Not enough data
Cost Management
8.0
55
Not enough data
8.1
54
Not enough data
8.0
53
Not enough data
Integration
8.4
52
Not enough data
8.2
55
Not enough data
8.2
54
Not enough data
Generative AI
8.4
56
Not enough data
8.4
55
Not enough data
Agentic AI - Work Management
8.0
50
Not enough data
8.0
51
Not enough data
8.1
51
Not enough data
8.2
51
Not enough data
Communication
7.5
66
Not enough data
8.7
69
Not enough data
8.1
66
Not enough data
8.3
73
Not enough data
8.5
69
Not enough data
Content & Documents
9.0
77
Not enough data
9.0
75
Not enough data
8.8
76
Not enough data
9.0
75
Not enough data
Controls
8.4
65
Not enough data
8.6
67
Not enough data
8.8
69
Not enough data
8.2
65
Not enough data
8.5
67
Not enough data
Project Management
8.5
71
Not enough data
8.7
68
Not enough data
9.0
68
Not enough data
9.2
75
Not enough data
Remote Collaboration
9.0
68
Not enough data
8.9
67
Not enough data
8.8
68
Not enough data
7.5
66
Not enough data
Generative AI
8.2
72
Not enough data
8.2
69
Not enough data
Agentic AI - Project Collaboration
7.6
63
Not enough data
7.9
63
Not enough data
Responses
Not enough data
8.2
62
Not enough data
8.6
69
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.4
25
Not enough data
7.7
25
Not enough data
7.5
25
Not enough data
7.5
25
Not enough data
7.8
25
Platform
Not enough data
8.2
67
Not enough data
8.2
65
Not enough data
8.4
62
Autonomy - AI Agents
Not enough data
7.8
24
Not enough data
7.4
25
Not enough data
7.4
26
Not enough data
7.5
26
Generative AI
Not enough data
7.6
31
Not enough data
8.1
30
Responses
Not enough data
8.1
466
Not enough data
8.1
464
Not enough data
8.3
446
Not enough data
8.1
445
Not enough data
8.1
354
Platform
Not enough data
8.6
470
Not enough data
8.3
469
Not enough data
8.3
462
Not enough data
8.2
465
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.1
111
Not enough data
8.2
110
Conversational Platform
Not enough data
8.1
861
Not enough data
8.3
716
Not enough data
8.2
682
Not enough data
8.2
748
Support Automation
Not enough data
8.1
712
Not enough data
8.3
757
Not enough data
8.4
716
Not enough data
8.1
787
Generative AI
Not enough data
7.8
203
Not enough data
7.8
202
Messaging Channels
Not enough data
7.6
77
Not enough data
9.0
170
Not enough data
8.3
93
Not enough data
8.5
101
Administration
Not enough data
8.2
107
Not enough data
8.9
155
Not enough data
8.2
110
Not enough data
8.4
143
Customer Support
Not enough data
8.1
84
Not enough data
7.5
76
Not enough data
8.1
85
Automation
Not enough data
8.1
85
Not enough data
8.2
83
Not enough data
8.0
82
Artificial Intelligence
Not enough data
7.8
81
Not enough data
7.6
80
Not enough data
7.7
84
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
206
Not enough data
Feature Not Available
Communication
Not enough data
8.6
949
|
Verified
Not enough data
8.5
964
|
Verified
Not enough data
8.1
719
Not enough data
8.5
736
|
Verified
Not enough data
8.0
520
Internal Use
Not enough data
8.0
1781
|
Verified
Not enough data
8.5
847
|
Verified
Not enough data
8.1
649
Not enough data
8.5
897
Not enough data
8.6
826
|
Verified
Not enough data
8.3
847
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
Not enough data
8.5
1512
Not enough data
8.5
1441
Not enough data
8.0
1024
Not enough data
7.7
647
Not enough data
8.0
779
Self-Service Platform
Not enough data
8.2
829
Not enough data
8.2
846
Not enough data
7.7
665
Not enough data
8.2
813
Agentic AI - Customer Self-Service
Not enough data
8.3
63
Not enough data
8.3
63
Not enough data
8.2
65
Not enough data
8.7
63
Not enough data
8.6
61
Not enough data
8.2
63
Not enough data
8.1
63
Generative AI
Not enough data
7.4(won by default)
77
Not enough data
7.5(won by default)
78
Process
Not enough data
8.4(won by default)
563
Not enough data
9.1(won by default)
743
Not enough data
8.8(won by default)
692
Channels
Not enough data
9.0(won by default)
742
Not enough data
8.4(won by default)
586
Not enough data
8.7(won by default)
565
Not enough data
8.2(won by default)
486
Not enough data
8.3(won by default)
421
Insight
Not enough data
8.1(won by default)
539
Not enough data
8.3(won by default)
647
Not enough data
8.5(won by default)
562
Not enough data
8.7(won by default)
666
Generative AI
Not enough data
7.8
67
Not enough data
7.7
66
Management and Discovery - IT Documentation
8.4
185
Not enough data
8.5
188
Not enough data
8.5
187
Not enough data
Operations - IT Documentation
8.5
188
Not enough data
8.0
181
Not enough data
8.2
178
Not enough data
Conversational AI - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Knowledge Base
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Content
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.4
71
Not enough data
8.1
70
Not enough data
8.2
69
Not enough data
8.3
69
Not enough data
8.2
68
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
69
Not enough data
8.4
70
Not enough data
8.3
70
Not enough data
8.5
69
Automation
Not enough data
8.7
72
Not enough data
8.6
70
Not enough data
7.9
68
Autonomy
Not enough data
8.1
68
Not enough data
8.4
67
Not enough data
8.3
69
Not enough data
8.3
70
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
9.4
11
Not enough data
9.0
12
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
9.0
7
Not enough data
9.2
8
Not enough data
8.7
10
Workforce Management Platform Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Confluence and Zendesk for Customer Service share no categories
Unique Categories
Confluence is categorized as Project Collaboration, Knowledge Base, Unified Workspaces, Work Management, and IT Documentation
Zendesk for Customer Service is categorized as AI Customer Support Agents, AI Agents For Business Operations, Help Desk, Customer Service Automation, Conversational Support, Workforce Management, Live Chat, Chatbots, Complaint Management, Customer Self-Service, Conversational Commerce Platforms, Digital Customer Service Platforms, Social Customer Service, Proactive Notification, and Shared Inbox
Reviews
Reviewers' Company Size
Confluence
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
20.9%
Information Technology and Services
19.4%
Internet
6.3%
Financial Services
5.5%
Marketing and Advertising
4.4%
Other
43.5%
Computer Software
14.2%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
4.9%
Consumer Services
4.4%
Other
57.9%
Discussions
What is confluence tool used for?
6 Comments
TS
In short, it is a tool to collaborate on content across an organization, track changes/workflows for policies and procedures, and even act as an internal...Read more
How is Confluence being utilized to improve knowledge management and collaboration in remote work environments?
3 Comments
RB
In my opinion the possibility of sharing and editing knowledge easily is a main power here. Every who has rights to editing files could easy correct them and...Read more
What is Confluence used for?
3 Comments
PD
Documentation, Internal knowledge base, blog posts.Read more
Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
JC
There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. Read more
How is Zendesk Support Suite transforming the customer service experience in various industries?
6 Comments
OE
I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven...Read more
