IT Documentation Benchmark & Review

We evaluated the leading IT documentation platforms to assess their performance, features, and usability. Our benchmark measured document creation workflows, editor capabilities, search accuracy, and relationship management across real-world scenarios, including error code searches, PDF content indexing, and command syntax preservation.

Benchmark findings

*NinjaOne auto-saves drafts but doesn’t display them separately. Starting a new draft brings up auto-saved drafts.
**Free plan limitations prevent fair comparison

Performance overview

We tested document rendering accuracy, search intelligence, PDF content indexing, and relationship management capabilities across identical test scenarios.

*Added unwanted spacing in the prerequisites section
**Requires switching to “Comprehensive” search mode
***Requires toolbar interaction; no keyboard-only workflow

Search accuracy: Confluence demonstrated superior search performance, immediately finding exact error codes and partial string matches without requiring mode switching. Hudu performed adequately when users switched to comprehensive search mode. NinjaOne failed both exact and partial searches, a critical usability gap for IT documentation where error code searches are routine.

PDF content indexing: Only Confluence successfully indexed PDF content, making internal file content searchable. This capability is important for teams that store vendor documentation, configuration exports, or compliance reports as PDF attachments. NinjaOne and Hudu treat PDFs as opaque binary objects; they know the file exists, but cannot search its contents.

Formatting preservation: All platforms preserved critical technical formatting (code indentation, straight quotes, and inline code). However, Hudu introduced unwanted spacing in list structures. While the code remained functional, formatting inconsistencies impact readability and professionalism.

Relationship management: All three platforms demonstrated weak linking capabilities. No platform offers automatic backlink tracking, hover link previews, or dead link detection. Confluence offered the best linking workflow with search-based insertion, but it falls short of modern wiki capabilities.

See our methodology.

User review & Ratings

All reviews above are sourced from B2B review platforms, including G2 and Capterra.

*Quote-based, often per-endpoint or tier-based for MSPs/IT Departments. Contact sales for an accurate quote.

See vendor selection criteria. 

Feature comparison

See definitions for the common and differentiating features.

Vendor analysis

NinjaOne

NinjaOne functions as a comprehensive IT management platform that seamlessly integrates documentation with RMM (Remote Monitoring and Management), monitoring, and automation. The platform provides a unified solution for both documentation and device control. Its functionality includes automated asset discovery and documentation updates, which help reduce manual maintenance overhead for IT departments and MSPs.

• Key features: Automated asset discovery, integrated secrets vault, remote access, and backup management.
• Trial/Pricing: 14-day free trial available. Pricing is $1.50-$3.75/user/month.

NinjaOne presents a highly detailed, IT-centric dashboard with immediate access to monitoring metrics, device status, and recent activity. Unlike dedicated documentation platforms, NinjaOne integrates documentation within a comprehensive IT management ecosystem.

Platform architecture

The dashboard prioritizes operational visibility over access to documentation, requiring users to navigate to a dedicated knowledge base section. This design reflects NinjaOne’s positioning as a unified IT operations platform rather than a standalone documentation tool.

Knowledge base interface

The knowledge base organizes documents in a hierarchical folder structure with metadata columns. While requiring an additional navigation step from the homepage, the interface provides detailed overview screens with filtering capabilities.

Document creation workflow

Creating a new document requires six clicks:

1. Navigate to the Knowledge Base section
2. Click “Create New Article”
3. Enter title
4. Add content
5. Click “Save”
6. Confirm save

Draft handling behavior

NinjaOne’s draft system creates workflow friction. If you open a document and navigate away without saving, the draft won’t appear in the knowledge base. However, attempting to create a new document forces you to continue the previous draft or delete it.

This approach limits flexibility; you cannot simultaneously maintain an in-progress draft while starting a fresh document. The interface provides no way to view, manage, or ignore drafts without taking action.

Editor capabilities

The editor supports:

• Headings H1-H4
• Font sizes up to 22px
• Basic formatting (bold, italic, lists)
• Inline code blocks
• Image insertion

Editor mode

NinjaOne opens documents directly in edit mode by default. While this reduces clicks for editors, it creates a suboptimal experience for users who primarily need to read documentation. There’s no read-only view; every document appears ready for editing, increasing the risk of accidental modifications.

Bulk operations

Bulk operations support:

• ✅ Move (to different folders)
• ✅ Archive (preserves documents but removes them from active view)
• ❌ Delete (not available even for individual documents)

The absence of document deletion is a notable limitation. Organizations cannot permanently remove outdated or incorrect documentation, leading to clutter accumulation over time.

Sharing and link expiration

External sharing requires eight clicks but includes valuable link expiration controls. You can set time-limited access to sensitive documentation, a security feature absent from Hudu and unavailable in Confluence’s free plan.

Attachment handling

NinjaOne restricts attachments to images only. You cannot attach:

• PDF documents
• Configuration files
• Log files
• Excel spreadsheets
• Other binary file types

The upload interface opens directly to the file picker dialog with no drag-and-drop support.

File organization

Moving documents into folders requires six clicks:

1. Select document
2. Click the “Move” button
3. Navigate folder tree
4. Select destination
5. Confirm move
6. Close dialog

Benchmark test results

Test 1: Text rendering

NinjaOne successfully preserved:

• Python code indentation
• Straight quotes (no curly quote conversion)
• Inline code formatting
• Overall document structure

Result: Pass

Test 2: Search intelligence

Searching for the exact error code ‘0x80040154’ returned no results, even though the code appears in the document content. Partial string searches similarly failed.

Result: Fail

Test 3: PDF content search

NinjaOne could not search within the uploaded PDF content. The platform treats PDFs as metadata objects without content indexing.

Result: Fail

Test 4: linking and relationships

NinjaOne requires manual URL copying to link documents. No keyboard shortcuts, autocomplete, or automated link insertion methods exist. After creating links, no backlink tracking, hover previews, or dead link detection is available.

Result: Fail

Choose NinjaOne to streamline your IT operations with a powerful, all-in-one tool.

Hudu

Hudu is designed for MSPs and internal IT teams, providing an affordable and fast-to-deploy documentation solution. The platform offers robust client organization capabilities, featuring integrated password management and asset tracking. Its focus on simplicity and usability makes it highly accessible for teams requiring core IT documentation functionality without extensive configuration complexity.

• Key features: Integrated password vault, client portals, asset tracking, and self-hosted option.
• Trial/Pricing: 14-day free trial available. Cloud-hosted pricing begins at approximately $27/user/month (billed annually).

Hudu’s dashboard balances asset management, password vault access, and documentation in a client-focused interface. The platform targets MSPs managing multiple customer organizations.

Platform architecture

Like NinjaOne, Hudu requires navigation from the dashboard to access the knowledge base. However, the dashboard focuses on documentation-related assets rather than device-monitoring metrics.

Knowledge base interface

Hudu organizes documentation by client/company, with asset relationships visible in the interface. This structure suits MSPs documenting multiple customer environments.

Document creation workflow

Creating a new document requires five clicks:

1. Navigate to Knowledge Base
2. Click “New Article”
3. Enter title (required before proceeding)
4. Add content
5. Click “Publish”

Draft handling behavior

Hudu requires creating a document title before entering content, automatically generating a draft. While this ensures nothing is lost, it adds an extra step to the initial creation process.

Drafts are clearly visible in the knowledge base with a “Draft” status indicator. You can maintain multiple drafts simultaneously and return to them at any time, which is more flexible than NinjaOne’s approach.

Editor capabilities

The editor supports:

• Headings H1-H4
• Unlimited font size customization (effectively no limit)
• Standard formatting options
• Inline code blocks
• File attachments up to 100 MB

Hudu’s unlimited font sizing provides maximum flexibility, though practical use cases for extremely large fonts are limited.

Editor mode

Hudu opens documents in read-only mode with a clear edit button. The interface also provides quick access to file operations, which users in our testing found intuitive. This separation between reading and editing modes prevents accidental modifications.

Bulk operations

Hudu provides the most comprehensive bulk operations:

• Archive
• Change company (reassign to a different client)
• Change folder
• Permanent delete (displayed in red for emphasis)

The permanent delete option displays an appropriate visual warning (red), and the ability to reassign documents to different clients supports MSP workflows.

Sharing

Hudu’s external sharing workflow lacks link expiration controls. Once a link is created, it remains valid indefinitely unless manually revoked.

Attachment handling

Hudu supports file attachments up to 100 MB with a drag-and-drop interface. However, the UI doesn’t clearly indicate that clicking the drag-and-drop area opens a file picker, a minor usability oversight.

Export options

Hudu offers multiple export formats, including:

• PDF
• Word document
• HTML
• Markdown

This flexibility enables portable documentation and offline access, necessary for disaster recovery scenarios or platform migrations.

File organization

Moving documents requires six clicks through menu navigation and folder selection dialogs.

Benchmark test results

Test 1: Text rendering

Hudu preserved code indentation and quote formatting but introduced unwanted spacing in the prerequisites section. The list structure became disrupted with extra line breaks.

Result: Partial pass (formatting inconsistencies)

Test 2: Search intelligence

The default search failed to find the exact error codes. However, switching to “Comprehensive” search mode successfully located the content.

Default search: Fail
Comprehensive search: Pass

This two-tier search approach creates friction: users must know about comprehensive mode and manually enable it to achieve full functionality.

Test 3: PDF content search

Hudu cannot search within PDF content; it treats attachments as binary objects without indexing their content.

Result: Fail

Test 4: Linking and relationships

Hudu requires manual URL management for document linking. No autocomplete, keyboard shortcuts, or relationship-tracking features are available.

Result: Fail

Confluence

Confluence operates within the Atlassian ecosystem, integrating seamlessly with Jira, Trello, and other Atlassian products. The platform is used by enterprise environments where structured, cross-team collaboration and integration with development tools are priorities. Confluence provides robust permissions management, version control, and enterprise-grade security features.

• Key features: Spaces and pages organization, deep Jira integration, whiteboards, and advanced permissions.
• Trial/Pricing: Free forever plan available (up to 10 users). Standard paid plans commence at $5.16/user/month (billed annually).

Confluence displays recent documents, spaces, and team activity directly on the homepage. The interface prioritizes collaborative documentation over IT-specific metrics.

Platform architecture

Confluence organizes content into Spaces (discrete documentation areas) with hierarchical page trees. The platform integrates deeply with other Atlassian products (Jira, Trello) but lacks IT-specific features like password vaults or asset tracking.

Knowledge base interface

The space-based organization provides a clear information architecture. Each space contains page trees with drag-and-drop reorganization capabilities.

Document creation workflow

Creating a new document requires six clicks:

1. Click the “Create” button (visible on homepage)
2. Select space
3. Enter title
4. Add content
5. Click “Publish”
6. Confirm publish

While the click count matches NinjaOne, the workflow feels more streamlined because the “Create” button is prominently displayed on the homepage.

Draft handling behavior

Confluence implements the most intuitive draft system, automatically saving work and displaying drafts clearly in the interface. You can:

• Create multiple drafts simultaneously
• Return to any draft at any time
• Leave drafts indefinitely without forced action
• View all drafts from a dedicated menu

Editor capabilities

The editor supports:

• Headings H1-H6 (most granular hierarchy)
• No direct font size control
• Extensive special elements:
  • Advanced tables
  • Macros and dynamic content
  • Embedded media
  • Status indicators
  • Layouts and columns

Confluence compensates for the lack of font customization with the richest content type set. The template library accelerates common documentation scenarios.

Template library

Pre-built templates include:

• Meeting notes
• Product requirements
• How-to articles
• Troubleshooting guides
• Decision logs
• Retrospectives

Templates ensure structural consistency and reduce time-to-first-document for new teams.

Editor mode

Confluence opens documents in read-only mode, requiring explicit edit action. This separation prevents accidental modifications and provides a cleaner reading experience.

Bulk operations

Confluence’s free plan does not support bulk operations. Managing multiple documents requires individual actions for each item.

Result: No bulk operations

Sharing

We could not fairly evaluate Confluence’s sharing capabilities because the free plan restricts access to external sharing features available in paid tiers.

Attachment handling

Confluence doesn’t offer direct PDF attachment to pages. Instead, create a Document object and upload the PDF to it. This indirect approach adds workflow complexity compared to competitors.

Maximum attachment size: 100 MB per file.

File organization

Confluence provides drag-and-drop document reorganization, reducing the process to 1 click, compared with six clicks in NinjaOne and Hudu. This significantly streamlines documentation maintenance.

Benchmark test results

Test 1: Text rendering

Confluence perfectly preserved:

• Python code indentation
• Straight quotes
• Inline code formatting
• List structure
• Overall document hierarchy

Result: Pass

Test 2: Search intelligence

Confluence immediately found:

• Exact error codes (0x80040154)
• Partial strings (OutOfMemory matching OutOfMemoryError)
• Content within documents
• Metadata and titles

No mode switching or advanced options required.

Result: Pass

Test 3: PDF content search

Confluence successfully indexed PDF file content, making internal strings searchable. Queries for SRV-DELTA-99 and K8J2-M4X9 (alphanumeric patterns within PDFs) returned accurate results.

Result: Pass (only platform with PDF content indexing)

Test 4: Linking and relationships

Confluence provides a search-based link insertion dialog accessible from the toolbar. While better than manual URL copying, it still requires mouse interaction and doesn’t support keyboard-driven workflows like @mention or [[wiki links]].

Link creation: Partial Pass
Backlinks: Fail
Hover previews: Fail
Dead link detection: Fail

Result: Best linking workflow of the three, but below modern wiki standards

ClickUp

ClickUp, originally a project management tool, now operates as a comprehensive, highly flexible workspace that includes powerful, collaborative documentation features (Docs). The platform’s strength lies in linking documentation directly to tasks, tickets, and broader project goals. This flexibility enables teams to customize workflows extensively; however, this architecture may result in a steeper learning curve compared to dedicated knowledge bases.

• Key features: Collaborative docs, task linking, whiteboards, in-app chat, unlimited storage (available on paid plans).
• Trial/Pricing: Free forever plan available. Paid plans start at $7/user/month (Unlimited plan, billed annually).

GitBook

GitBook integrates Git for version control and uses a modern, block-based editing interface. The platform is leveraged by development teams to maintain documentation alongside code using a “documentation as code” approach, while ensuring the final output remains accessible to non-technical stakeholders.

• Key features: GitHub/GitLab sync, block-based editor, AI-powered instant answers (paid), version history.
• Trial/Pricing: Free forever plan available (limited features). Paid plans are per-site plus per-user, starting from approximately $65/site/month + $12/user/month (Premium plan, billed annually).

IT Glue

IT Glue is a documentation platform engineered explicitly for IT professionals. The solution provides a highly structured, purpose-built approach with robust, pre-built templates for common IT documentation, including network diagrams, standard operating procedures (SOPs), and client organization documents. The platform is recognized for its deep security controls and built-in password management features.

• Key features: Dedicated password Vault, flexible asset templates, white-labeling, and client organization.
• Trial/Pricing: No free trial. Paid plans commence at $29/user/month (Basic plan, minimum five users).

ProProfs Knowledge Base

ProProfs Knowledge Base is a straightforward knowledge management solution. The platform prioritizes ease of use and quick setup, making it suitable for organizations that require simple, effective internal or external documentation without complex features or extensive customization. Its feature set includes conditional content and whitelabeling.

• Key features: Conditional content, private/public sites, basic author workflow, ticket deflection.
• Trial/Pricing: 15-day free trial available. Pricing is per-author/month, starting from an estimated $49/author/month (Essentials plan, billed annually).

ClickHelp

ClickHelp is a professional-grade documentation tool designed for technical writers and specialized documentation teams. The platform offers HAT (Help Authoring Tool) features, including advanced capabilities such as single-sourcing, conditional text, and sophisticated publishing options (PDF, HTML, CHM) for complex documentation projects.

• Key features: Single-sourcing, conditional content, topic workflow management, multi-format publishing.
• Trial/Pricing: 30-day free trial available. Pricing starts at $185/month for two contributors.

Document360

Document360 specializes in creating knowledge bases. The platform’s capabilities include creating professional, public-facing documentation and help systems (e.g., software manuals). It offers strong multi-language support, advanced SEO capabilities, and detailed analytics on article performance, positioning it for customer support knowledge bases.

• Key features: Dedicated knowledge base portal, SEO tools, version control, analytics, and multi-language support.
• Trial/Pricing: 14-day free trial available. Pricing is quote-based (non-public).

Common features

Version control and history: Every documentation platform must maintain a comprehensive version history, allowing users to track changes, revert to previous versions, and understand the evolution of documents over time. This feature is critical for maintaining accuracy and accountability in IT documentation.

Collaboration tools: Modern documentation requires multiple contributors. Essential collaboration features include real-time editing, commenting systems, review workflows, and user mentions to facilitate seamless teamwork and knowledge sharing.

Robust search functionality: As documentation libraries grow, advanced search capabilities become increasingly essential. This includes full-text search, filtering options, tagging systems, and the ability to search across different document types and formats.

Access control and permissions: Proper security requires granular permission systems that control who can view, edit, or manage different sections of documentation. This includes role-based access control and the ability to restrict sensitive information.

Integration capabilities: Documentation platforms must integrate with existing IT tools and workflows. This includes API access, webhooks, and direct integrations with popular tools like ticketing systems, network monitoring platforms, and project management software.

Customizable templates: Pre-built templates for common documentation types (network diagrams, standard operating procedures, incident reports) accelerate documentation creation and ensure consistency across the organization.

Export and backup options: Organizations need the ability to export documentation in various formats and maintain regular backups to prevent data loss and ensure business continuity.

Differentiating features

Asset management: This feature links documentation directly to IT assets (e.g., servers, workstations, network devices), providing immediate access to configurations, maintenance records, and related information from the asset’s profile. It creates a single source of truth, improving operational efficiency and compliance.

Multi-language support: The ability to create, manage, and publish documentation in multiple languages. This is crucial for global companies to serve diverse user bases and maintain brand consistency across different regions.

Offline access: This feature enables users to view and, in some cases, edit documents even without an internet connection. Changes are then synced when connectivity is restored. This is particularly valuable for technicians working in remote locations or in environments with unreliable internet access.

White labeling: This is the practice of customizing the documentation platform’s interface with your company’s branding, including logos, colors, and a custom domain. It creates a professional, cohesive experience for clients and end-users, making the documentation appear to be a native part of your brand.

Secrets/password vault: This is a security-focused feature that provides a secure, encrypted storage location for sensitive credentials, such as passwords, API keys, and certificates. It centralizes and protects critical information, preventing the insecure practice of storing credentials in plain text.

Our selection criteria

To ensure a fair and relevant comparison, we filtered the IT documentation landscape based on four criteria:

1. IT/MSP specialization: Prioritizing tools purpose-built for IT workflows over general knowledge bases.
2. Reviews: Requiring a minimum of 30 authenticated, recent user reviews across major B2B platforms (G2, Capterra) to ensure widespread, current usage.
3. Average rating: Above 4/5 rating on average across all software review platforms.
4. Core feature set: The tool had to offer the common features as a baseline.

Methodology

We conducted this benchmark under controlled conditions to ensure fair comparison:

Test environment

• Identical testing timeline (all evaluations within two weeks)
• Same tester performing all workflows
• Standardized test documents and search queries
• Consistent network conditions

Test scope

What we tested:

• Document creation workflows (click counts, draft handling)
• Editor capabilities (heading levels, font sizes, special elements)
• Bulk operations (archive, delete, move)
• Sharing workflows (external links, expiration controls)
• Attachment handling (file types, size limits, upload methods)
• Text rendering accuracy (code indentation, quote preservation, formatting)
• Search intelligence (exact matches, partial strings, typo tolerance)
• PDF content indexing
• Document linking and relationship management

What we didn’t test:

• Mobile app experiences
• API capabilities and automation potential
• Integration depth with third-party tools
• Advanced permissions and access control models
• Long-term performance with thousands of documents
• Collaboration features (real-time editing, comments, mentions)
• Version history and rollback functionality
• Support responsiveness and quality

Performance notes

Search testing: We created documents containing specific error codes, server identifiers, and technical strings commonly found in IT documentation. Search queries represented realistic scenarios: finding error codes during incidents, locating configuration details, and discovering information in attached documents.

Confluence free plan limitations: We tested Confluence’s free plan (up to 10 users), which restricts some enterprise features, including advanced permissions, marketplace apps, and certain analytics capabilities. The external sharing evaluation was incomplete due to limitations of the free plan.

Draft handling context: Draft behavior directly impacts daily workflows. We tested how platforms handle interrupted work, whether drafts clutter interfaces, and their flexibility in maintaining multiple in-progress documents simultaneously.

FAQs

Further reading

• Top 5 IT Service Management (ITSM) Software
• Device Control Software
• Data Loss Prevention (DLP) Software
• RMM Software with Pricing

Principal Analyst

Cem Dilmegani

Principal Analyst

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Cem has been the principal analyst at AIMultiple since 2017. AIMultiple informs hundreds of thousands of businesses (as per similarWeb) including 55% of Fortune 500 every month.

Cem's work has been cited by leading global publications including Business Insider, Forbes, Washington Post, global firms like Deloitte, HPE and NGOs like World Economic Forum and supranational organizations like European Commission. You can see more reputable companies and resources that referenced AIMultiple.

Throughout his career, Cem served as a tech consultant, tech buyer and tech entrepreneur. He advised enterprises on their technology decisions at McKinsey & Company and Altman Solon for more than a decade. He also published a McKinsey report on digitalization.

He led technology strategy and procurement of a telco while reporting to the CEO. He has also led commercial growth of deep tech company Hypatos that reached a 7 digit annual recurring revenue and a 9 digit valuation from 0 within 2 years. Cem's work in Hypatos was covered by leading technology publications like TechCrunch and Business Insider.

Cem regularly speaks at international technology conferences. He graduated from Bogazici University as a computer engineer and holds an MBA from Columbia Business School.

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Researched by

Özge Aykaç

Industry Analyst

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Özge is an industry analyst at AIMultiple focused on data loss prevention, device control and data classification.

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