I would like to have an online live guidance to understand if confluence fulfills my company' needs.

Question

I need to understand if Confluence is a CRM tool .

From my understanding it is a collaboration tool but not related to the customers data. Am I correct?

Could I have an online guidance on how use  confluence ?

I would also like to know if Atlassian/Jira has any CRM tool that we could use . We are using Jira for support  ticket issues and if a CRM  tool is also available form Atlassian it would be amazing to have it .

I would prefer , if possible , to have an online - live information and trainings .

If this is possible kindly inform me about the price.

Antonio Panea Pastor · Answer

Hi @f_goxhaj ,

If you're looking for an out-of-the-box CRM solution for Jira, I recommend Crmble for Jira.

In my opinion, a CRM should offer a customer database with clear economic graphics and the ability to track deals through various stages, along with client communication.

Anything different from this approach will likely be a wasted investment of time in the mid to long run.

Hope this helps!

Best,
Toni

Olha Yevdokymova_SaaSJet · Answer

Hello, @f_goxhaj

You're totally right: Confluence is more of a collaboration and documentation tool rather than a full CRM. It’s great for sharing internal knowledge, managing team pages, and organizing content — but it doesn’t manage customer records or interactions like a typical CRM would.

That said, since you’re already using Jira for support tickets, there’s a smart way to extend its capabilities:

With a tool like Smart Forms for Jira developed by my team you can:

Create forms to collect customer data, feedback, requests, etc.

Embed those forms directly into Confluence pages — so internal teams or even external users (if needed) can submit data from the wiki without jumping into Jira.

Automatically create or update Jira tickets based on form submissions.

Export responses to CSV to track trends or share insights and uploud this responses to Confluence page to track it table format submission, which may somehow be similar to CRM systems

Analyse responses with build in Charts and Reports.

So while Confluence and Jira aren’t traditional CRM platforms, with a few tweaks, they can give you a lightweight, flexible setup for managing customer requests and data.

Smart Forms can also be used as your ticketing system in JSM and Jira.

💬 If you're curious, we’d be happy to show you how it works in a short live session. Just let us know, and we’ll coordinate a time that works for you!

Nikola Perisic · Answer

Welcome @f_goxhaj

You are correct, Confluence is more focused on the knowledge management and the configuration.

CRM is all about the management of the leads where Jira would be more suitable.

You can take a look at this video: https://www.youtube.com/watch?v=AOa5rg9Tbiw

Besides Jira, there is also Jira Service Management that handles the requests. This depends on what are your requirements as well.

The most suitable for you would be to use Jira and a business project since it doesn't follow the Agile methodology like the software projects do.