Knowledge base and self-service · November 2026 Edition
Freshdesk vs Confluence
Zero of fourteen models named Freshdesk first on the direct prompt; two named Confluence. Freshdesk was named by thirteen of the fourteen models and Confluence by fourteen and Freshdesk carries 19 labels and Confluence 52, so the shares are not directly comparable.
By Freshworks, San Mateo. Named in six categories this edition.
By Atlassian, Sydney, Australia, founded 2002. Named in two categories this edition.
First-choice share11%7%Of first choices across the direct, paraphrase, budget and scale prompts, 0 to 100.
Negative rate0%21%Negative labels as a share of the product's labels, 0 to 100.
Rank in category#3#4A position in a field of 14; printed, not drawn.
Labels1952A count; the two differ.
The two percentage rows are drawn on one 0 to 100 track, Freshdesk reading right to left. Rank and label count are printed, not drawn.Document360 was named alongside these two in twelve of the fourteen direct answers. Document360 vs Freshdesk · Document360 vs Confluence · Notion vs Freshdesk
Share is the count of first choices across the direct, paraphrase, budget and scale prompts over all fourteen models, for a mid-market B2B company; rank is within the category; every quote names the model and the prompt it came from. Both figures come from the knowledge base and self-service page.
By framing
How many of the fourteen models made each the first choice, per way of asking, and how many argued against it.
FreshdeskFirst choices, of fourteen modelsConfluence
Direct021 against Confluence
Paraphrase50
Comparative00
Budget-constrained12
Scale-constrained001 against Confluence
Negative009 against Confluence
Bars are first choices, 0 to 14 each sideModels that argued againstA model can name both, so the two sides of a row do not sum to fourteen.
Every model, every framing
The eighty-four answers behind the chart above, one cell each: where Freshdesk and Confluence stood in it.
| Model | Direct | Paraphrase | Comparative | Budget-constrained | Scale-constrained | Negative |
|---|---|---|---|---|---|---|
| Claude Haiku 4.5 | | |||||
| GPT-5.4 mini | | | | | ||
| Gemini 3.5 Flash | | | | |||
| Perplexity Sonar | | | | | | |
| Grok 4.20 | | | | | | |
| Mistral Small | | | ||||
| DeepSeek V4 Flash | | | | | | |
| Llama 4 Maverick | | |||||
| Qwen 3.7 Flash | | | | |||
| Kimi K2 | | | | | | |
| GLM 4.7 FlashX | | | ||||
| MiniMax M2.5 | | | ||||
| GPT-6 Luna | | | | | | |
| Muse Glimmer 30B | | | | | |
Freshdesk Confluence first choice named as an alternative argued againstblank: not namedEach cell is one answer, Freshdesk on the left and Confluence on the right.The direct prompt
The plain question, one answer per model, grouped by where Freshdesk and Confluence stood in it.
Confluence first, Freshdesk not the choice
2 of 14 modelsFreshdesk was named in the answer but not as the choice, or not at all.GPT-5.4 miniConfluence alternatives: Guru, Notion, Zendesk Guide
Kimi K2Confluence, Helpjuice alternatives: Document360, Notion
Neither was the first choice, one was named
6 of 14 modelsThe answer put something else first and named one of the two as an alternative.Grok 4.20Document360 alternatives: Confluence, Guru, Tettra, Zendesk Guide
DeepSeek V4 FlashDocument360 alternatives: Confluence, Guru, Tettra, Zendesk Guide
GLM 4.7 FlashXDocument360 alternatives: Confluence, Freshdesk, Help Scout Docs, Notion
MiniMax M2.5Document360, Tettra alternatives: Confluence, Help Scout Docs, Zendesk Guide
GPT-6 LunaSlab alternatives: Confluence, Document360, Guru, Zendesk Guide
Muse Glimmer 30BDocument360 alternatives: Freshdesk, Help Scout Docs, Helpjuice, Supportbench, Zendesk Guide
Neither was named
6 of 14 modelsThe answer made no first choice from these two in this category.Claude Haiku 4.5no first choice
Gemini 3.5 FlashDocument360 alternatives: GitBook, Guru, HubSpot Service Hub, Notion, Zendesk Guide
Perplexity SonarDocument360 alternatives: Guru, Help Scout Docs, Intercom Articles, Knowmax, Zendesk Guide
Mistral SmallDocument360 alternatives: Guru, ProductLift, Slite
Llama 4 MaverickDocument360, Shelf, Zoho Desk
Qwen 3.7 FlashDocument360 alternatives: Guru, Intercom Articles, Zendesk Guide
Bold names in an answer are the products the judge labeled a first choice; a model naming several gives each of them that label. The full answer text for every row is in the record.
By buyer segment
The same question asked on behalf of a different buyer. Each standing is computed within its segment and they are never added together. The figures above are the mid-market standing, which is the one the category orders by.
Small business
Freshdesk leads by five points.
Freshdesk9%#4 of 16Confluence3%#8 of 16Mid-marketThe figures above
Freshdesk leads by four points.
Freshdesk11%#3 of 14Confluence7%#4 of 14Enterprise
The order flips: Confluence leads at enterprise.
Confluence8%#4 of 12Freshdesk0%#– of 12What the models said about Freshdesk
No label in this category carried a quote.
What the models said about Confluence
Every negative label with a quote, up to three, then the highest-weighted positives, up to three. Six of eight in this category shown.
“Do not use standard open-source wikis (like MediaWiki or standard Confluence setups without heavy configuration) as your primary source of truth for customers.” Qwen 3.7 Flash · negative prompt · hard negative
“It's recommended to skip Confluence unless you're already invested in the Jira/Atlassian ecosystem.” Mistral Small · negative prompt · hard negative
“"Awful" search functionality, legacy UI, difficult to find information, becomes "a mess" without strict ownership, long-term contract lock-in” Kimi K2 · negative prompt · soft negative
“For a quick SaaS setup without managing servers, start with Confluence Free (if ≤10 users) or Notion.” Gemini 3.5 Flash · budget prompt · first choice
“start with Confluence if you're engineering-heavy or already in the Atlassian ecosystem” Kimi K2 · direct prompt · first choice
“Choose Confluence if you want the best balance of price, polish, and collaboration.” GPT-5.4 mini · budget prompt · first choice
Also compared
Document360 vs FreshdeskDocument360 vs ConfluenceNotion vs FreshdeskNotion vs ConfluenceFreshdesk vs BookStackFreshdesk vs Zendesk GuideFreshdesk vs NuclinoFreshdesk vs Help Scout DocsConfluence vs BookStackConfluence vs Zendesk GuideConfluence vs NuclinoConfluence vs Help Scout DocsAll twenty-eight head-to-head pages and the full knowledge base standing
Comparisons are drawn for the top eight products in each category, each against each. The output is the models' output; nothing here is a recommendation by the index.