# Freshdesk vs Confluence: which do AI models recommend for knowledge base, September 2026

GTM AI Recommendation Index, September 2026 Edition, Knowledge base and self-service. Zero of twelve models named Freshdesk first on the direct prompt; one named Confluence. Page: https://gtm-ai-index.com/customer/knowledge-base-and-self-service/freshdesk-vs-confluence/

| | First-choice share | Rank | Negative rate | Labels | Models naming it |
|---|---|---|---|---|---|
| Freshdesk | 12% | #3 of 16 | 0% | 22 | 11 of 12 |
| Confluence | 6% | #4 of 16 | 14% | 44 | 12 of 12 |

## The direct prompt, model by model

- Kimi K2: confluence first (first choices: Confluence) (alternatives: Guru, Helpjuice, Notion, Slite, Zendesk Guide)
- GPT-5.4 mini: neither first, one named (first choices: Zendesk) (alternatives: Confluence, Intercom)
- Gemini 3.5 Flash: neither first, one named (first choices: Document360, Guru) (alternatives: Confluence, Help Scout Docs, Helpjuice, Notion)
- Perplexity Sonar: neither first, one named (first choices: Document360) (alternatives: Confluence, Helpjuice, Zendesk Guide)
- Grok 4.1 Fast: neither first, one named (first choices: Document360) (alternatives: Confluence, Helpjuice, Notion, Slite, Zendesk Guide)
- Mistral Small: neither first, one named (first choices: Plain) (alternatives: Confluence, Document360, Freshdesk, Guru, Slite)
- DeepSeek V4 Flash: neither first, one named (first choices: Document360) (alternatives: Freshdesk, Guru, Help Scout, Helpjuice, Zendesk)
- Llama 4 Maverick: neither first, one named (first choices: Helpjuice) (alternatives: Document360, Freshdesk, Pylon)
- GLM 4.7 FlashX: neither first, one named (first choices: Helply) (alternatives: Confluence, Notion, Plain, Slite)
- Claude Haiku 4.5: neither named (alternatives: Bloomfire, Document360, Lore, Stonly, Zendesk Guide)
- Qwen 3.7 Flash: neither named (first choices: Guru, Intercom) (alternatives: Atlassian Confluence, Document360, Zendesk)
- MiniMax M2.5: neither named (first choices: Document360) (alternatives: Helpjuice, Zendesk Guide/Knowledge)

## What the models said about Confluence

- "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)

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. Comparisons are drawn for the top eight products in each category. Published under CC BY 4.0; the output is the models' output, and nothing here is a recommendation by the index.