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At a Glance
Market Segments
Mid-Market (48.1% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
Free 10 Users Per Month
$19.00 1 user per month billed annually
Confluence
Star Rating
(4,113)4.1 out of 5
Market Segments
Mid-Market (48.1% of reviews)
Entry-Level Pricing
Free 10 Users Per Month
Free Trial is available
Browse all 4 pricing plansZendesk for Customer Service
Star Rating
(6,648)4.3 out of 5
Market Segments
Mid-Market (45.7% of reviews)
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansConfluence vs Zendesk for Customer Service
When assessing the two solutions, reviewers found Zendesk for Customer Service easier to use and administer. However, Confluence is easier to set up. Reviewers agreed that both vendors make it equally easy to do business 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
3,518
8.6
5,109
Ease of Use
8.0
3,548
8.6
5,153
Ease of Setup
8.2
1,051
8.0
3,177
Ease of Admin
8.0
817
8.2
3,072
Quality of Support
8.1
2,388
8.4
4,787
Has the product been a good partner in doing business?
8.4
737
8.4
2,998
Product Direction (% positive)
7.5
3,461
8.0
4,763
Features by Category
Ticket and Case Management
Not enough data
8.8
2547
|
Verified
Not enough data
8.7
2562
|
Verified
Not enough data
8.5
2488
|
Verified
Not enough data
8.4
2333
|
Verified
Not enough data
8.2
1918
|
Verified
Not enough data
8.4
2394
|
Verified
Not enough data
8.6
2381
|
Verified
Not enough data
8.3
1849
|
Verified
Generative AI
Not enough data
7.6
381
Not enough data
7.6
383
Agentic AI - Help Desk
Not enough data
7.8
242
Not enough data
7.9
242
Not enough data
7.9
243
Communication Channels
Not enough data
8.5
2056
|
Verified
Not enough data
8.8
2303
|
Verified
Not enough data
8.4
1718
|
Verified
Not enough data
8.0
1423
|
Verified
Not enough data
8.0
1306
|
Verified
Platform
Not enough data
7.8
1385
|
Verified
Not enough data
8.0
1775
|
Verified
Not enough data
8.3
1945
|
Verified
Not enough data
8.2
1737
|
Verified
Not enough data
7.9
2337
|
Verified
Not enough data
8.0
2405
|
Verified
Usability
Not enough data
8.3
665
Not enough data
8.3
661
Not enough data
8.4
630
Reporting
Not enough data
8.3
588
Not enough data
7.9
561
Not enough data
8.2
642
Generative AI
Not enough data
7.3
178
Not enough data
7.2
177
Knowledge Pages
8.5
735
Not enough data
8.4
717
Not enough data
8.8
738
Not enough data
8.3
635
Not enough data
7.8
422
Not enough data
8.7
473
Not enough data
Knowledge Dissemination
8.3
655
Not enough data
8.6
738
Not enough data
9.1
779
Not enough data
8.6
764
Not enough data
8.1
458
Not enough data
7.8
408
Not enough data
8.8
454
Not enough data
8.3
431
Not enough data
8.5
428
Not enough data
Agentic AI - Knowledge Base
7.6
164
Not enough data
7.5
163
Not enough data
7.5
162
Not enough data
Login Options
9.0
31
Not enough data
8.1
29
Not enough data
Productivity
7.3
28
Not enough data
7.8
28
Not enough data
7.8
30
Not enough data
7.1
28
Not enough data
7.6
29
Not enough data
Customization
7.9
29
Not enough data
8.8
28
Not enough data
8.0
29
Not enough data
Agentic AI - Unified Workspaces
7.1
26
Not enough data
7.4
26
Not enough data
Automation
8.5
41
Not enough data
8.5
39
Not enough data
8.6
40
Not enough data
Administration
8.7
41
Not enough data
8.3
40
Not enough data
9.0
39
Not enough data
Project management
8.9
39
Not enough data
8.3
39
Not enough data
8.5
39
Not enough data
8.5
39
Not enough data
8.3
39
Not enough data
7.9
39
Not enough data
8.2
39
Not enough data
Workload
7.9
39
Not enough data
8.5
39
Not enough data
8.7
40
Not enough data
8.1
38
Not enough data
Communication & Collaboration
8.7
39
Not enough data
9.0
41
Not enough data
8.9
41
Not enough data
Cost Management
7.6
39
Not enough data
7.7
39
Not enough data
7.6
39
Not enough data
Integration
8.2
38
Not enough data
8.0
40
Not enough data
7.9
39
Not enough data
Generative AI
8.2
39
Not enough data
8.2
38
Not enough data
Agentic AI - Work Management
7.8
36
Not enough data
7.8
36
Not enough data
8.0
37
Not enough data
8.2
36
Not enough data
Communication
7.0
54
Not enough data
8.5
56
Not enough data
7.7
51
Not enough data
8.1
56
Not enough data
8.3
52
Not enough data
Content & Documents
8.9
56
Not enough data
8.9
56
Not enough data
8.7
54
Not enough data
8.9
56
Not enough data
Controls
8.4
51
Not enough data
8.7
51
Not enough data
8.6
53
Not enough data
8.0
50
Not enough data
8.3
51
Not enough data
Project Management
8.4
52
Not enough data
8.5
53
Not enough data
8.9
50
Not enough data
9.0
50
Not enough data
Remote Collaboration
9.1
52
Not enough data
8.7
53
Not enough data
8.7
52
Not enough data
7.2
51
Not enough data
Generative AI
7.9
51
Not enough data
7.7
50
Not enough data
Agentic AI - Project Collaboration
7.1
48
Not enough data
7.6
48
Not enough data
Responses
Not enough data
8.3
63
Not enough data
8.6
68
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.6
26
Not enough data
7.8
26
Not enough data
7.7
26
Not enough data
7.7
26
Not enough data
7.9
26
Platform
Not enough data
8.3
68
Not enough data
8.3
66
Not enough data
8.4
63
Autonomy - AI Agents
Not enough data
7.9
25
Not enough data
7.6
26
Not enough data
7.5
26
Not enough data
7.6
26
Generative AI
Not enough data
7.8
32
Not enough data
8.2
31
Responses
Not enough data
8.1
467
Not enough data
8.1
464
Not enough data
8.3
448
Not enough data
8.1
447
Not enough data
8.1
355
Platform
Not enough data
8.6
469
Not enough data
8.3
466
Not enough data
8.3
462
Not enough data
8.2
462
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
453
Generative AI
Not enough data
8.1
112
Not enough data
8.2
111
Conversational Platform
Not enough data
8.1
856
Not enough data
8.3
713
Not enough data
8.2
681
Not enough data
8.2
746
Support Automation
Not enough data
8.1
711
Not enough data
8.3
754
Not enough data
8.4
708
Not enough data
8.0
785
Generative AI
Not enough data
7.8
202
Not enough data
7.8
201
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
100
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
81
Not enough data
7.5
76
Not enough data
8.0
83
Automation
Not enough data
8.0
82
Not enough data
8.2
82
Not enough data
8.1
83
Artificial Intelligence
Not enough data
7.8
82
Not enough data
7.7
81
Not enough data
7.7
83
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
207
Not enough data
Feature Not Available
Communication
Not enough data
8.6
949
|
Verified
Not enough data
8.5
963
|
Verified
Not enough data
8.1
719
Not enough data
8.5
736
|
Verified
Not enough data
8.0
519
Internal Use
Not enough data
8.0
1775
|
Verified
Not enough data
8.5
848
|
Verified
Not enough data
8.1
649
Not enough data
8.5
897
Not enough data
8.6
823
|
Verified
Not enough data
8.3
846
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
Not enough data
8.5
1497
Not enough data
8.5
1434
Not enough data
8.0
1023
Not enough data
7.7
646
Not enough data
8.0
778
Self-Service Platform
Not enough data
8.3
826
Not enough data
8.2
839
Not enough data
7.7
656
Not enough data
8.2
804
Agentic AI - Customer Self-Service
Not enough data
8.3
63
Not enough data
8.3
63
Not enough data
8.2
64
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)
76
Not enough data
7.5(won by default)
77
Process
Not enough data
8.4(won by default)
563
Not enough data
9.1(won by default)
740
Not enough data
8.9(won by default)
688
Channels
Not enough data
9.0(won by default)
739
Not enough data
8.4(won by default)
585
Not enough data
8.7(won by default)
562
Not enough data
8.2(won by default)
484
Not enough data
8.3(won by default)
420
Insight
Not enough data
8.1(won by default)
538
Not enough data
8.3(won by default)
647
Not enough data
8.5(won by default)
561
Not enough data
8.7(won by default)
665
Generative AI
Not enough data
7.8
67
Not enough data
7.7
66
Management and Discovery - IT Documentation
8.4
174
Not enough data
8.5
175
Not enough data
8.5
172
Not enough data
Operations - IT Documentation
8.5
170
Not enough data
8.0
171
Not enough data
8.2
168
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
69
Not enough data
8.1
70
Not enough data
8.3
70
Not enough data
8.3
68
Not enough data
8.3
69
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
69
Not enough data
8.4
69
Not enough data
8.3
69
Not enough data
8.5
69
Automation
Not enough data
8.6
69
Not enough data
8.6
70
Not enough data
7.9
69
Autonomy
Not enough data
8.2
69
Not enough data
8.4
68
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
9.3
7
Not enough data
9.0
7
Not enough data
9.4
6
Not enough data
9.8
7
Not enough data
8.8
7
Not enough data
8.7
5
Not enough data
9.0
7
Not enough data
8.3
7
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 Workforce Management, Conversational Commerce Platforms, Help Desk, Live Chat, Chatbots, Shared Inbox, AI Customer Support Agents, AI Agents For Business Operations, Conversational Support, Complaint Management, Customer Self-Service, Customer Service Automation, Digital Customer Service Platforms, Social Customer Service, and Proactive Notification
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
19.7%
Internet
6.5%
Financial Services
5.5%
Marketing and Advertising
4.0%
Other
43.4%
Computer Software
14.1%
Information Technology and Services
12.8%
Financial Services
5.8%
Retail
4.8%
Consumer Services
4.4%
Other
58.1%
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
Uses for Confluence?
3 Comments
FP
Yes we use it. We have an internal intranet on sharepoint but we use confluence for all our development documentation because it has its tight integration...Read more
What are the characteristics of confluence?
3 Comments
JK
It's a helpful tool for documentation, summaries, and collaboration. Information is organized and surfaced in a comprehensive (but not overwhelming) format....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
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 Comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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