Best Knowledge Management Software

Project management is easy with Atlassian's Confluence as your single source of truth. It integrates with JIRA so you can easily add context to your projects in one central location. Create and track issues & product requirements, publish release reports, track release progress, and more when you connect Confluence and JIRA. Confluence allows you to create, share, evolve, and capture your team's project documentation so you can collaborate better, smarter, and as a team. Confluence also organizes your powerful repository of information, opinions, and knowledge to help you answer questions, create how-to docs, and possibly identify the next big thing. Logical and consistent management of knowledge and a powerful search engine ensure that you can always find the right content, when you need it most. Share, organize, and discover content all in one platform. Confluence has multiple deployment options to provide the flexibility your organization needs.Cloud is a fully hosted service for customers who want to iterate quickly and have us take care of managing the infrastructure. For customers who need to run our applications behind their firewall, we have Server and Data Center options. Server delivers greater capacity for a larger user base and gives you more control, allowing you to remain compliant with your enterprise IT, security, IP and privacy policies. For our largest customers, Data Center provides all the capability of our Server option, along with high availability, instant scalability and performance at scale. Atlassian also offers premium support and strategic services for enterprise customers. Technical Account Managers are cross-functional technical advisors providing proactive planning and strategic guidance across your organization. Premier Support goes above and beyond our standard offerings to give you account-wide support from a team of senior support engineers.

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more. The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.  Freshdesk Features and Benefits Some of the solution's top features and benefits include: Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in. Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you. Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues. Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply. Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights. With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support. Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response. Integration: Freshdesk’s open API can be used to integrate the solution with multiple  third-party systems.  Comprehensive security: Freshdesk’s security features allow you to: Set custom access permissions for agents. Perform comprehensive audits of networks and systems. Secure your own support domain or vanity URL with custom SSL certificates. Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN. Set up SSO scripts for credential authentication. Reviews from Real Users Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface. Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Document360 helps your team create, collaborate, and publish a self-service knowledge base for your software with ease. You can set up an internal knowledge base by gathering institutional knowledge and storing it centrally that can be accessed by the employees across the organization. No that it is limited for internal use, you can also create a public-facing help center and customer service portal. Having a customer-centric knowledge base helps you to improve efficiency of your support team and concentrate only on the queries that require agent attention and FAQs can be supported to self-service portal.Document360 also offers an API documentation feature, for developers to create high-quality API docs and stay up-to-date. Benefitting Features of Document360 Document360 has the ability to use in multiple Help Centers and customized landing pages to carry your brand. Simple, efficient, and clear design editor, allowing the user to choose between Markdown and WYSIWYG editor. A real-time preview panel on the editor allows seeing how the published article will look while editing. With the Category Manager, you can easily assign Articles to different Categories, and that you can re-arrange all of the content. Versioning-Product documentation requires version control features, with Document360 you can understand full version history to see what changes were made, by who with time stamp and revert back to any revision. The built-in analytics feature filters data and provides the report to derive actionable data and insights. Intelligent Search- Customers can use the smart instant search for quick help and dynamically look for the most relevant help articles. Good for collaboration among team members unites team to one platform for capturing, sharing, and gaining knowledge. Seamless navigation through articles, adding tags, meta description makes it easy to categorize and search. SEO settings-At document360 you can customize article metadata and add tags to the article for quick search and optimize article title to include more keywords that relate to your product. Document360 integrates with multiple third-party tools, thus making a single place to centralize the tools used by your teams Private Hosting options are also available for large Enterprises for more control and security. There are many other outstanding features to explore. With Document360 you can build better self-service support for your employees and extend the benefits of the Help Center for your customers.

Notion is an all-in-one workspace that enables teams to collaborate, organize, and manage their work effectively. Its primary use case is to streamline project management, knowledge sharing, and task tracking. With its versatile functionality, Notion allows users to create and customize databases, wikis, and documents, making it a powerful tool for organizing information. The most valuable functionality of Notion lies in its flexibility and ease of use. Users can create and link various types of content, such as text, images, files, and even embed external resources. This enables teams to centralize their work and collaborate seamlessly, eliminating the need for multiple tools. Notion's drag-and-drop interface and intuitive editing features make it accessible to users of all technical backgrounds.Notion helps organizations by fostering transparency, improving productivity, and enhancing knowledge management. By providing a centralized platform for collaboration, teams can easily access and contribute to shared projects, reducing communication gaps and ensuring everyone is on the same page.Notion's powerful search functionality and tagging system enable efficient information retrieval, making it easier to find and share knowledge within the organization.

Stay on top of all customer requests and inquiries with LiveAgent, the most reviewed and top-rated help desk software for SMB in 2020. LiveAgent boasts the fastest chat widget on the market and has over 150M end-users worldwide. LiveAgent is a fully-featured web-based live chat and helpdesk software. LiveAgent harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. LiveAgent has over 179+ helpful features such as advanced automation features, rules, tags, and 40+ integrations.Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. Start your free 14-day trial today, no credit card required.

OpenText Decisiv is an enterprise search engine that goes beyond keywords to search multiple repositories at once to find key documents, view projects and identify internal subject-matter experts.