The complete guide to a Confluence Zendesk integration in 2025
Kenneth Pangan
Stanley Nicholas
Last edited October 10, 2025
Expert Verified
Let me guess: your support team is glued to Zendesk, but all the real, useful knowledge your company has is tucked away in Confluence. If that sounds familiar, you’re not alone. All the important product docs, troubleshooting guides, and internal policies are in one place, while your team is trying to talk to customers in another.
This disconnect creates a lot of little frustrations that add up. Agents are constantly flipping between tabs, copying and pasting info, and sometimes giving inconsistent answers because they can’t find the latest document. It feels like a small hassle, but it quietly drags down your team’s efficiency and, ultimately, your customer satisfaction.
The good news is that you don’t have to work this way. This article will walk you through the different ways to set up a Confluence Zendesk integration, from the old-school methods to a more modern, AI-powered approach that can get rid of the manual work for good.
What is a Confluence Zendesk integration?
To get why connecting these two is such a big deal, let’s do a quick rundown of what each platform does best.
What is Confluence?
Confluence is a knowledge management tool from Atlassian where teams create and organize company information. Think of it as a central hub for everything from project plans and meeting notes to technical documentation and HR policies. For many product and tech teams, it’s the definitive source of truth for the entire organization.
What is Zendesk?
Zendesk is one of the most well-known customer service platforms out there. At its heart, it’s a ticketing system that helps your support team manage conversations with customers, whether they come from email, chat, or social media. For support agents, Zendesk is their home base, it’s where they spend their entire day.
Why bother with a Confluence Zendesk integration?
The main problem you’re trying to solve with a Confluence Zendesk integration is breaking down "knowledge silos." When your helpdesk and your knowledge base are walled off from each other, you’re making your team work with one hand tied behind their back. This leads to slowdowns and, even worse, increases the odds of an agent giving a customer outdated or just plain wrong information.
Getting these two platforms to talk to each other properly brings some serious perks:
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Faster answers, happier customers: When agents can pull up answers without leaving Zendesk, they can solve tickets in one go, way more often. This directly helps metrics like First Contact Resolution (FCR).
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Less busywork for your team: It cuts down on the "swivel chair" problem, where agents are constantly bouncing between apps. This gives them more time to focus on tricky customer issues instead of hunting for a link to a help doc.
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Consistent and correct information: An integration makes sure every agent is pulling from the same up-to-date source in Confluence. No more conflicting advice or relying on old notes scribbled down somewhere. That’s a huge plus for your customer satisfaction (CSAT) scores.
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Gets new agents up to speed faster: New hires can start contributing much more quickly when the company’s entire brain is accessible right inside the tool they use all day.
Old-school Confluence Zendesk integration methods (and why they fall short)
For years, teams have tried to bridge the gap between Confluence and Zendesk. These methods can work for a little while, but they all have trade-offs that often create as many problems as they solve.
The manual copy-paste
This is the most basic method, and it’s exactly what it sounds like. An agent gets a ticket, opens a new tab, searches Confluence for the right page, and then copies and pastes the information back into the Zendesk ticket.
The catch: It’s a nightmare. This process is painfully slow, prone to human error, and just doesn’t scale as your team and ticket volume grow. It’s a temporary fix that all too often becomes a permanent bottleneck.
Using third-party sync apps
If you look through the Atlassian or Zendesk marketplaces, you’ll find apps designed to connect the two, like the Confluence to Zendesk Sync. These tools usually work by copying pages from a Confluence space and turning them into articles in your Zendesk Help Center.
The catch:
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You end up with duplicate content. This is the biggest flaw. Now you have two versions of every document, and your team is left guessing which one is the real source of truth. It doubles the work needed to keep everything updated.
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Syncs aren’t always instant. An update made in Confluence might not show up in Zendesk right away. That delay means your agents could be sending customers outdated info, even if the doc was just fixed.
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It’s another subscription to pay for. These apps aren’t free. You’re adding another monthly bill to your software stack for a solution that’s already creating other issues.
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Formatting gets messy. Confluence pages can have special formatting or layouts that don’t always translate well to Zendesk’s article editor. You often end up with broken-looking pages that someone has to go in and fix by hand.
Workflow automation tools (iPaaS)
More technical teams might try an Integration Platform as a Service (iPaaS) tool like Unito or Tray.io. These platforms let you build custom workflows, like automatically creating a Zendesk ticket when a certain Confluence page is updated.
The catch:
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They’re complicated to set up. Building these workflows requires a good bit of technical know-how about APIs and automation. It’s not something a support manager can typically spin up on their own; you’ll likely need to pull in a developer.
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They can be fragile. Custom-built integrations are brittle. If Zendesk or Confluence changes its API, your whole workflow can break without warning, and you’ll be left scrambling to figure out why.
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They can be very expensive. These are powerful, enterprise-level platforms with price tags to match. For the simple goal of getting knowledge to your agents, it’s often an over-engineered and costly solution.
The modern approach: An AI-powered integration
It turns out there’s a much better way to solve this. Instead of trying to duplicate your data or build fragile bridges, the modern approach uses an AI layer that simply reads your information from Confluence in real-time and delivers it inside Zendesk, right where your team is working.
This is exactly what a tool like eesel AI does. Here’s a look at how it works:
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A direct link, with no duplicates: eesel AI connects directly to your Confluence spaces. It doesn’t sync or copy anything. Your Confluence remains the single source of truth, period.
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Instant answers for your agents: The AI Copilot gives agents AI-drafted replies right inside the Zendesk ticket editor. The AI finds the most relevant Confluence page and writes a helpful, context-aware answer based on its content.
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Full automation for common questions: For the simple, repetitive questions, the AI Agent can handle things on its own. It resolves tickets by finding the right answer in Confluence and sending it to the customer, 24/7, without anyone needing to lift a finger.
The eesel AI Copilot drafting a reply directly within the Zendesk interface, demonstrating a modern Confluence Zendesk integration.Unlike those clunky sync apps that can lag behind, eesel AI gives you answers based on your Confluence docs in real-time. And you can forget about complex setups that take developers months to build. You can connect your knowledge sources and launch your AI agent in a few minutes, all by yourself.
Best of all, you can try it out with confidence. Before you turn the AI on for customers, you can run a simulation on your past tickets. It shows you exactly how the AI would have answered those questions using your Confluence docs, so you get a clear picture of how much it can automate for you.
The simulation dashboard in eesel AI, which validates the effectiveness of a Confluence Zendesk integration by testing it on past tickets.A quick look at Confluence Zendesk pricing
So, what’s this all going to cost? Your total spend for a Confluence Zendesk stack will be a mix of your subscriptions to both platforms, plus any extra tools you decide to add. Here’s a general idea of what to expect for the main platforms.
Confluence pricing
Confluence offers a few different plans, from small teams to large companies.
| Plan | Price (per user/month, annual) | Key Features |
|---|---|---|
| Free | $0 | Up to 10 users, 2 GB storage, Community support |
| Standard | $5.75 | Up to 150,000 users, 250 GB storage, Advanced permissions |
| Premium | $11.00 | Unlimited storage, 99.9% uptime SLA, 24/7 Premium support |
| Enterprise | Contact Sales | Atlassian Analytics, Enterprise-grade security, 24/7 Enterprise support |
Note: Prices are estimates and can change. Always check the official Atlassian pricing page for the latest info.
Zendesk pricing
Zendesk usually bundles its products into suites, with prices based on features and the number of agents.
| Plan | Price (per agent/month, annual) | Key Features |
|---|---|---|
| Suite Team | $55 | Ticketing, messaging, help center, 50 AI-powered automated answers |
| Suite Growth | $89 | Everything in Team + Self-service customer portal, 100 AI-powered automated answers |
| Suite Professional | $115 | Everything in Growth + Advanced voice capabilities, 500 AI-powered automated answers |
| Suite Enterprise | Contact Sales | Custom roles & permissions, advanced security, sandbox environment |
Note: Prices are estimates and can change. Always check the official Zendesk pricing page for the latest info.
Confluence Zendesk: Stop syncing and start connecting
Trying to bridge the gap between where your knowledge lives (Confluence) and where your support happens (Zendesk) is a huge source of friction for most support teams.
While old-school sync tools and complex automation platforms seem like a solution, they usually come with their own baggage, like duplicate data, sync delays, and high maintenance.
A modern, AI-powered approach that connects your tools directly is faster, more accurate, and much easier to manage. Instead of just shuffling data around, you’re giving your agents instant access to knowledge and automating resolutions. This turns your Confluence knowledge base from a static library into a tool that actively improves your customer service.
Ready to build a real Confluence Zendesk integration?
Stop wasting time with manual work and clunky syncs. With eesel AI, you can deploy an AI agent that uses your Confluence knowledge to resolve Zendesk tickets in minutes.
Start your free trial today and see for yourself how easy it is to unify your knowledge and automate your support.
Frequently asked questions
Integrating these platforms breaks down knowledge silos, ensuring support agents have immediate access to accurate, up-to-date information. This leads to faster response times, reduced manual effort, and more consistent customer interactions.
Traditional methods often create duplicate content, leading to confusion and extra maintenance work. They can also involve slow sync times, complex setups requiring technical expertise, or simply be prone to human error with manual copy-pasting.
An AI-powered solution connects directly to your Confluence data without creating duplicates. It uses AI to interpret and deliver relevant information or even draft replies in real-time within Zendesk, automating common inquiries instantly.
While both Confluence and Zendesk have their own pricing structures, an integration aims to improve efficiency, which can lead to cost savings in agent time. Some advanced AI solutions might add a subscription, but they often pay for themselves through automation and improved support metrics.
Yes, for repetitive and common questions, an AI Agent can resolve tickets entirely by finding the correct answers in Confluence and sending them to customers 24/7. This frees up human agents to focus on more complex issues.
Absolutely. By making your company’s entire knowledge base accessible directly within Zendesk, new agents can quickly find answers and contribute effectively. This significantly reduces their ramp-up time and improves their confidence.
