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Jira Service Desk vs Confluence – Help Desk Migration Service

If you ever worked (or maybe still work) in the IT sector, you’ve probably heard the term Jira thrown around. I mean, everyone knows about Jira, right? But did you know that there is more than one product that is related to Jira but doesn’t really have Jira in its name? Yes, today we will take a look at Confluence. A product that is often mistaken for another.

That’s right, despite Confluence being an integral member of the Atlassian family of products, it often confused with other systems. This is the reason why we wanted to cover the tool and what better way to do this than to compare it to Jira Service Desk? But enough with the introductions and reasons, let’s take a look at the systems themselves.

Before We Start

Now before we begin our analysis, as usual, we will define the scope of it. So, for this particular case, there isn’t much we can compare to be honest. But what we can do is outline what each tool can do, what’s the main purpose of them, and finally, what’s the fundamental difference between the two. In a sense, this isn’t a traditional comparison some of you come to appreciate. But we hope you get the idea.

Brief Overview of Jira Service Desk

We decided to start with Jira Service Desk as it is technically our specialty. So, for those of you who are uninitiated, Jira SD is a service desk designed to help tech companies to handle inventory such as computers, phones, routers, and other things. You can also keep track of various subscriptions, licenses, and in case of necessity, even renew them. Finally, the tool is equipped with a set of systems that will accelerate internal workflows.

Jira Service Desk ticket

A view on the Jira Service Desk issue - Source

Most Jira Service Desk customers use the tool to keep track of their inventory but there are cases where the system is used to enhance certain e-commerce operations. Just like all Jira software, SD is capable of expanding its feature set through the Atlassian Marketplace. Whether you need additional tracking options or a specific integration, the marketplace has everything.

And that’s pretty much it. We could talk about dedicated features but we’ve already done this in our Jira Service Desk Review. So, if you are interested, be sure to check it out.

Brief Overview of Confluence

And now for Confluence. As stated on the official website of the tool, Confluence is your team’s workspace. And that is pretty true, it is first and foremost, a dedicated working environment where knowledge is easily accessible. If you are familiar, Confluence is technically a knowledge base that also happens to be a communication system.

Confluence team workspace

Team workspace for integrated team collaboration - Source

Now one of the most defining features of the tool is that it allows you to create a knowledge base-like article from just about anything. Whether it is a chat or an email, you can transform it into a separate space. Another cool feature of the system is that it allows your employees to leave feedback in the aforementioned spaces.

And finally, just like Jira SD, Confluence is capable of expanding its feature set through the same Atlassian Marketplace. However, the amount of apps is significantly lower than that of the Service Desk.

What’s the Main Difference?

Now that you know how the tools operate and what they have to offer to the end-user, it is time we take a look at the differences. So, as you already guessed, Jira SD is a service desk whereas Confluence is a knowledge base/communication module. Both are separate entities and both work please different audiences. But the funny part is, you can link Jira Service Desk to Confluence.

That’s right, one tool can enhance the other, which kinda blurs the differentiating line and forms a Jira Service Desk, Confluence, Knowledge base hybrid (that was a mouthful). And even taking the two tools and looking at them as standalone products, you will find some similarities between them. Both can extend their features and both can improve your communication, which leads us to the next and final section of this comparison.

Pricing

Pricing is what will ultimately drive you to pick one in favor of the other. And pricing we get. Atlassian kind of changed their pricing policy and now we have dedicated plans, which means it’s table time for us. Here’s how the plans look like and stack against each other.

Table 1: Pricing

Confluence Standard
$5/user/month starting price
Jira Service Desk Standard
$20/user/month starting price
  • Unlimited spaces and pages
  • Space and page permissions
  • Macros
  • Structured page tree organization
  • Page versioning
  • Best practice template library
  • Apps & Integrations
  • Anonymous access
  • Audit logs
  • 250 GB file storage
  • 9-5 Standard Support
  • Service request management
  • Incident management
  • Change management
  • Problem management
  • Apps and integrations
  • Asset management
  • Configurable workflows
  • Self-service portal
  • Multi-language support
  • Queues
  • Email and embeddable widget support
  • Reporting & analytics
  • Automation
  • Audit logs
  • SLA management

 

As you can see, Jira Service Desk is much more robust in terms of what it can do. But it is also more expensive. If you are on the fence as to what tool you should use, try the free plans. Yes, both tools have free plans, they are limited in what they can do but they will give you an idea of what to expect from them.

Final Notes

So there you have it. We finally took the time to analyze Confluence and Jira SD. If you need a tool that can track your stuff, go with the Service Desk if you need an archive-like system, then Confluence is the tool for you. If you need both, you can do that as well. And you know the drill by now, if you need to move stuff to one of the tools, we are here for you. But for now, that is all we have and we’ll see you in our next piece.

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