Service Desk, KB, Community/Forum, Chat - Atlassian vs. Zendesk

Hi there,

we do want to get a new Support Portal (Service Desk) for our customers that also includes a knowledge base. Besides that we want to add a forum to let customers and partners help each other. Finally we also want to be ready to integrate a chat solution later-on, which should allow immediate ticket creation if necessary and integrate into Salesforce.

Integrations to Salesforce and JIRA are mandatory as we do have those products already running in-house. 

I realize that Atlassian offers JIRA Service Desk + Confluence, which fulfills two of our four very high-level requirements. But we are missing the opportunity of having a forum, and I am not sure about Confluence add-ons as those are pushing up the licenses immensely (and are no native solutions for a customer/partner forum).

Furthermore a chat solution is not offered that plays well with JIRA Service Desk out of the box.



Reasons enough to look at other products as well. I realized that Zendesk offers support/service desk, knowledge base, chat, community/forum, and many other things. Also JIRA and Salesforce integration should work without problems.


What do you think about that? I try to see a point why we should use Atlassian products also externally. It seems that others offers more with less manual, complex, error-prone integrations.



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