Knowledge base and self-service · September 2026 Edition
Freshdesk vs Confluence
Zero of twelve models named Freshdesk first on the direct prompt; one named Confluence. Freshdesk was named by eleven of the twelve models and Confluence by twelve and Freshdesk carries 22 labels and Confluence 44, so the shares are not directly comparable.
By Freshworks, San Mateo. Named in five categories this edition.
Pittsburgh, United States, founded 1991. Named in one category this edition.
First-choice share12%6%Of first choices across the direct, paraphrase, budget and scale prompts, 0 to 100.
Negative rate0%14%Negative labels as a share of the product's labels, 0 to 100.
Rank in category#3#4A position in a field of 16; printed, not drawn.
Labels2244A 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 nine of the twelve direct answers. Notion vs Freshdesk · Notion vs Confluence · Document360 vs Freshdesk
Share is the count of first choices across the direct, paraphrase, budget and scale prompts over all twelve 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 twelve models made each the first choice, per way of asking, and how many argued against it.
FreshdeskFirst choices, of twelve modelsConfluence
Direct01
Paraphrase60
Comparative011 against Confluence
Budget-constrained01
Scale-constrained01
Negative015 against Confluence
Bars are first choices, 0 to 12 each sideModels that argued againstA model can name both, so the two sides of a row do not sum to twelve.
Every model, every framing
The seventy-two 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 4.1 Fast | | | | | ||
| Mistral Small | | | | | ||
| DeepSeek V4 Flash | | | | | | |
| Llama 4 Maverick | | | ||||
| Qwen 3.7 Flash | | | | | | |
| Kimi K2 | | | ||||
| GLM 4.7 FlashX | | | | |||
| MiniMax M2.5 | | | |
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
1 of 12 modelsFreshdesk was named in the answer but not as the choice, or not at all.Kimi K2Confluence alternatives: Guru, Helpjuice, Notion, Slite, Zendesk Guide
Neither was the first choice, one was named
8 of 12 modelsThe answer put something else first and named one of the two as an alternative.GPT-5.4 miniZendesk alternatives: Confluence, Intercom
Gemini 3.5 FlashDocument360, Guru alternatives: Confluence, Help Scout Docs, Helpjuice, Notion
Perplexity SonarDocument360 alternatives: Confluence, Helpjuice, Zendesk Guide
Grok 4.1 FastDocument360 alternatives: Confluence, Helpjuice, Notion, Slite, Zendesk Guide
Mistral SmallPlain alternatives: Confluence, Document360, Freshdesk, Guru, Slite
DeepSeek V4 FlashDocument360 alternatives: Freshdesk, Guru, Help Scout, Helpjuice, Zendesk
Llama 4 MaverickHelpjuice alternatives: Document360, Freshdesk, Pylon
GLM 4.7 FlashXHelply alternatives: Confluence, Notion, Plain, Slite
Neither was named
3 of 12 modelsThe answer made no first choice from these two in this category.Claude Haiku 4.5no first choice alternatives: Bloomfire, Document360, Lore, Stonly, Zendesk Guide
Qwen 3.7 FlashGuru, Intercom alternatives: Atlassian Confluence, Document360, Zendesk
MiniMax M2.5Document360 alternatives: Helpjuice, Zendesk Guide/Knowledge
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 seven points.
Freshdesk12%#2 of 16Confluence5%#6 of 16Mid-marketThe figures above
Freshdesk leads by six points.
Freshdesk12%#3 of 16Confluence6%#4 of 16Enterprise
The order flips: Confluence leads at enterprise.
Confluence14%#3 of 11Freshdesk0%#8 of 11What 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.
“SharePoint and Confluence excel at document lifecycle management and collaboration, but their knowledge access features are basic and not purpose-built for customer experience delivery” Claude Haiku 4.5 · comparative prompt · soft negative
“legacy wikis like Confluence without updates ... often contain stale, duplicate, or conflicting data” Grok 4.1 Fast · negative prompt · soft negative
“Confluence is incredibly robust but can feel slow, bloated, and clunky to non-technical users.” Gemini 3.5 Flash · negative prompt · soft negative
“The top overall choice of knowledge base software for IT teams with tight budgets is Confluence” Claude Haiku 4.5 · budget prompt · first choice
“Notion (SMB flexibility) or Confluence (engineering/Atlassian) are the safe defaults” DeepSeek V4 Flash · comparative prompt · first choice
“toward a dedicated platform like Notion, Confluence, or Document360” Qwen 3.7 Flash · negative prompt · first choice
Also compared
Notion vs FreshdeskNotion vs ConfluenceDocument360 vs FreshdeskDocument360 vs ConfluenceFreshdesk vs ZendeskFreshdesk vs BookStackFreshdesk vs GuruFreshdesk vs HelpjuiceConfluence vs ZendeskConfluence vs BookStackConfluence vs GuruConfluence vs HelpjuiceAll 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.