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Top Rated Knowledge Base Software with Self Service Portal in 2026

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Verified reviewer profile picture

All user reviews are verified by in-house moderators and provider data by our software research team.  Learn more

Last updated: February 2026

A self-service portal allows users to independently access and retrieve information, reducing reliance on support teams. It streamlines problem-solving, saves time, and enhances overall efficiency by enabling users to find answers quickly and easily. Our reviewers in knowledge base software rated this feature as important.

3 Best Knowledge Base Software with Self Service Portal

  • Zendesk Suite - Highest rated for self service portal
  • Salesforce Sales Cloud
  • Confluence

See other top Knowledge Base products with self service portal

How we picked the 3 top rated products

We chose the high-performing solutions on this list based on verified user ratings on our site. Depending on available data, qualifying products either had to be among the most user-reviewed or the most searched-for products in the knowledge base software category. They also needed to have sufficient reviews about self service portal, have a minimum user rating of 3 out of 5 for that feature, and show evidence of U.S. market presence. We then added a distinction for the product with the highest rating for self service portal based on our proprietary ratings and reviews. Sponsorship or client status has no influence on the selection of these products, but it may impact the order in which products appear.

Details for the 3 best products

Zendesk Suite logo

Zendesk Suite

4.4
(4K)
visit website

User insights about the self service portal feature

Reviewers appreciate Zendesk Suite's self-service portal for its user-friendly and intuitive interface, which helps customers find information and resources easily. They say it allows customers to create and track support tickets, enhancing transparency and efficiency. Users report that the portal is customizable and integrates well with mobile phones. They find it valuable for reducing the need for direct human interaction, saving time for both customers and support staff. However, reviewers indicate it requires constant monitoring to avoid outdated information.
“In our company, we use Zendesk's self-service portal as an essential tool to provide support to our customers. One of the main advantages of this portal is its user-friendly and intuitive interface, which makes it easy for our customers to find the information and resources they need to resolve their issues. Additionally, the portal allows our customers to create their own support tickets and track their status, resulting in a more agile and transparent support process.”
Dd

Daniel d.

engineer

“It is the first thing that users look for, if we use this product correctly, only the necessary cases should be converted into tickets, the negative part is that it needs constant monitoring to avoid obsolete information”
AD

Angy D.

PRODUCT OPS

Knowledge Base key features coverage

Zendesk Suite offers 6 out of the 6 key features for Knowledge Base software identified by reviewers:

Knowledge Management4.6
Catalog Management4.6
Full Text Search4.2
Text Editing4.1
Document Storage4.1
Reporting/Analytics4.2

Pros and cons based on 4,066 verified reviews

56% of users rated Zendesk Suite 5 out of 5 stars, while 3% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 4,066 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Efficient client support

Comprehensive issue tracking

Robust customer support

Effective team management

Streamlined helpdesk support

Cons:

High costs and confusing pricing

Slow performance speed

Challenges in data management

Inconsistent issue resolution

Limited email management

See pros and cons details

Pricing

Starting price:$39 per user/per month|Free version:Not available|Free trial:Available

Prices may vary depending on the number of users and features.

Salesforce Sales Cloud logo

Salesforce Sales Cloud

4.4
(18.7K)
visit website

User insights about the self service portal feature

Reviewers find Salesforce Sales Cloud's self-service portal useful for managing customer inquiries independently. They appreciate its ease of use and effectiveness in providing quick access to information, which helps in resolving issues without needing customer service. Users report that it is intuitive, user-friendly, and beneficial for first-time users. They say it saves time and keeps them up to date. However, some reviewers mention that there are minor details that could be improved.
“It allows us to manage and provide a place where customers can find answers to their questions on their own.”
AM

Alejandro M.

LICENCIADO EN GERENCIAS

“Self service portal helped me access information during my shift allowing me to do my job more efficiently.”
TG

Terri G.

Freelance

Knowledge Base key features coverage

Salesforce Sales Cloud offers 4 out of the 6 key features for Knowledge Base software identified by reviewers:

Knowledge Management4.3
Catalog Management4.4
Full Text Search
Text Editing
Document Storage4.2
Reporting/Analytics4.4

Pros and cons based on 18,758 verified reviews

55% of users rated Salesforce Sales Cloud 5 out of 5 stars, while 2% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 18,758 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Comprehensive tracking capabilities

Effective client management

Robust CRM functionalities

Advanced sales management tools

Enhanced organizational capabilities

Cons:

Slow performance speed

Complex setup and configuration

Steep learning curve

Challenging user experience

Not ideal for small businesses

See pros and cons details

Pricing

Starting price:$25 per user/per month|Free version:Not available|Free trial:Available

Prices may vary depending on the number of users and features.

Confluence logo

Confluence

4.5
(3.6K)
visit website

User insights about the self service portal feature

Reviewers indicate that Confluence's self-service portal is intuitive and allows users to complete tasks independently without additional resources. They appreciate its ease of navigation and the ability to manage and edit their own knowledge base. Users report that it helps IT and PM teams save time by reducing repetitive questions. However, some reviewers mention issues with the ticketing system, particularly with transition tickets, which can lead to communication gaps.
“Within our organization Confluence is a completely self-service tool, but for us that was one of its most attractive features (it is intuitive and does not require day-to-day dedicated resource "management".”
CS

Calvin S.

ERP Implementation Support

“It's a great tool to allow customers gather information and IT/PM teams to save time from answering repetitive questions. With Confluence we are implementing this and our teams are happier than before.”
GG

Gianmarco G.

Software Engineer

Knowledge Base key features coverage

Confluence offers 6 out of the 6 key features for Knowledge Base software identified by reviewers:

Knowledge Management4.7
Catalog Management4.1
Full Text Search4.3
Text Editing4.4
Document Storage4.5
Reporting/Analytics4.2

Pros and cons based on 3,656 verified reviews

57% of users rated Confluence 5 out of 5 stars, while 1% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 3,656 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Centralized knowledge repository

Enhanced team collaboration

Efficient project management

Comprehensive documentation management

Seamless integration with tools

Cons:

Frequent performance lags

High costs for larger teams

Limited text formatting options

Buggy issue management

Inefficient search functionality

See pros and cons details

Pricing

Starting price:$5.42 per user/per month|Free version:Available|Free trial:Available

Prices may vary depending on the number of users and features.

Other Top Rated Knowledge Base Software with Self Service Portal in 2026

TextExpander logo

TextExpander

Work faster & smarter with TextExpander's powerful snippets.

visit website
TextExpander is a typing productivity tool that helps teams manage recurring writing tasks, create snippets, correct spellings, share content, and more. Keep your whole organization communicating efficiently by sharing messaging snippets, signatures, and descriptions.

Read more about TextExpander

Users also considered
Document360 logo

Document360

Category Leaders

AI-powered knowledge base and documentation software

visit website
Document360 is an AI-powered knowledge base platform that simplifies content creation, organization, and discovery. With features like AI search, automated tagging, FAQ generation, and multilingual support, it helps businesses deliver precise, self-service information to their users efficiently.

Read more about Document360

Users also considered
Zoho Desk logo

Zoho Desk

Customer service software for businesses of all sizes

visit website
Zoho Desk is a web and mobile-based customer service software that enables businesses of all sizes and types to deliver customer support, empower agents, and maintain operations.

Read more about Zoho Desk

Users also considered
livepro logo

livepro

Knowledge management system

visit website
livepro is a cloud-based knowledge management solution designed to improve customer experience & staff engagement. The knowledge base can be used by every business department including HR, contact center agents and training departments, and set up for customer self-service to reduce support tickets.

Read more about livepro

Users also considered
Zendesk Suite logo

Zendesk Suite

AI powered customer service across all channels

visit website
Zendesk offers an AI-powered service platform that unifies conversations from multiple channels. It features AI agents for resolving inquiries, ticketing for support requests, and analytics for tracking service quality. Its Resolution Learning Loop technology enhances automation by integrating AI, human agents, and knowledge resources on one platform.

Read more about Zendesk Suite

Users also considered
Shelf logo

Shelf

Category Leaders

Cloud-based knowledge management solution

visit website
The Shelf modern knowledge management platform helps businesses thrive with on-demand answers to the questions that block customer and employee success.

Read more about Shelf

Users also considered
Aha! logo

Aha!

Platform for strategic product roadmapping

visit website
Aha! Knowledge is the product information hub. Publish custom-branded knowledges bases for different products and audiences. This empowers your customers to self-serve the resources they need to be successful (e.g. user guides). Set up custom workflows and manage publishing from a central place.

Read more about Aha!

Users also considered
Salesforce Sales Cloud logo

Cloud-based CRM and sales automation software

Salesforce Sales Cloud is a cloud-based Customer Relationship Management (CRM) application from Salesforce. The platform combines human sales professionals with AI-powered automation, data, and intelligence. This integrated solution is designed to help businesses of all sizes and industries.

Read more about Salesforce Sales Cloud

Users also considered
Connecteam logo
Category Leaders

Enhance employee management with the only all-in-one app

Collect your company information in a knowledge base center that’s easy for employees to navigate and continuously learn from.

Read more about Connecteam

Users also considered
monday.com logo

Project management software

Create a dynamic knowledge base your whole team can contribute to while they work. So important information never gets lost when people move between teams or roles. Then easily navigate your knowledge database with custom statuses, hashtags, and filters.

Read more about monday.com

Users also considered
Dynamics 365 logo

ERP and CRM applications from Microsoft

Microsoft Dynamics 365 is a multi-language, multi-currency enterprise resource planning (ERP) software. The solution is designed for midsize and larger companies, and is fully customizable and extensible through its rich development platform and tools.

Read more about Dynamics 365

Users also considered
Confluence logo

Remote team collaboration and knowledge workspace

Confluence is a remote-friendly workspace offering a centralized platform for documentation, collaboration, and knowledge sharing. Its AI-based tools via Rovo assist teams in drafting, brainstorming, and turning ideas into plans. Confluence supports live docs, whiteboards, databases, and templates to meet diverse needs while integrating seamlessly with Atlassian products and third-party tools.

Read more about Confluence

Users also considered
Freshdesk logo

Online helpdesk system and customer service software

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

Read more about Freshdesk

Users also considered
LiveAgent logo
Category Leaders

Multichannel customer care solution with an AI chatbot

Empower customers with knowledge base software
Create stunning knowledge repositories & FAQs with ease.

✓ No setup fee
✓ Customer service 24/7

Start with a 30-Day free trial, no credit card needed, no contracts.

Read more about LiveAgent

Users also considered
LiveChat logo

The AI-First Platform to Support Customers and Boost Sales

LiveChat is a scalable customer engagement platform that leverages AI to help growing businesses streamline communication and drive growth. It helps businesses connect with visitors in real-time, streamline support workflows, and drive higher conversion rates through personalized, smart engagement.

Read more about LiveChat

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Guru logo
Category Leaders

Connect all company knowledge. Access it everywhere. Build t

AI knowledge platform that connects your company’s data, delivers verified answers, and keeps knowledge accurate automatically.

Read more about Guru

Users also considered
Intercom logo

Intercom is bringing AI-first Customer Service to the world

Intercom is the only complete AI-first customer service platform, enhancing the customer experience, improving operational efficiency, and scaling with your business every step of the way.

Read more about Intercom

Users also considered
TeamSupport logo

Cloud-based customer support solution for B2B SaaS

TeamSupport is built for growth-stage B2B SaaS companies who are focused on providing quality customer support, and want to incorporate customer feedback to grow and refine their products.

Read more about TeamSupport

Users also considered
Salesforce Service Cloud logo

AI powered customer service management platform

Agentforce Service is a customer service platform offering seamless support across channels like contact centers, field service, HR, and IT. It integrates human agents with AI on a unified platform to personalize interactions. Features include omni-channel engagement, case management, knowledge bases, and analytics tools, enabling organizations to enhance team performance and customer satisfaction.

Read more about Salesforce Service Cloud

Users also considered
JIRA Service Management logo

IT service platform for unified support

JIRA Service Management is an AI-based platform that unites teams to deliver exceptional service experiences. It helps managers scale support across IT, HR, engineering, and customer service with customizable help centers, automated workflows, and self-service tools. Featuring virtual agents and integration with Atlassian's teamwork graph, it connects people, work, and goals while reducing disruptions and improving incident resolution.

Read more about JIRA Service Management

Users also considered
Odoo logo

All-in-one open-source business software

Odoo is an all-in-one, open-source business platform covering CRM, Sales, Accounting, Inventory, Manufacturing, and Projects. It’s fully integrated, customizable, and scalable for companies of any size or budget.

Read more about Odoo

Users also considered
Flowlu logo
Category Leaders

Work automation and team collaboration in one platform.

Flowlu’s knowledge base centralizes company documentation, FAQs, and training materials for both internal teams and external customers. Easily create, organize, and share information, ensuring quick access to essential resources while improving productivity and customer self-service.

Read more about Flowlu

Users also considered
SolarWinds Service Desk logo

IT Service Desk & Asset Management Software

SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other service providers to effectively manage and connect service requests to IT assets. Code-free customization allows customers to fully deploy a robust ITSM solution within days.

Read more about SolarWinds Service Desk

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Freshservice logo

A complete IT service management (ITSM) tool for business

Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem, change, release, and knowledge management tools.

Read more about Freshservice

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360Learning logo

AI-powered learning platform

360Learning is the AI-powered learning platform that combines LMS and LXP capabilities to scale skills development for mid-size and enterprise companies.

Read more about 360Learning

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Key features for Knowledge Base software

Based on GetApp's analysis of verified user reviews collected between July 2021 and August 2024.

  • Knowledge Management: Reviewers mention the importance of organized and accessible information, real-time updates, integration capabilities, and customizable content creation for effective knowledge sharing. 97% of reviewers rated this feature as important or highly important.
  • Catalog Management: Users highlight the ability to categorize and organize content systematically, making it easy to navigate and locate relevant information, enhancing user experience and productivity. 93% of reviewers rated this feature as important or highly important.
  • Full Text Search: Reviewers value the ability to search entire content, ensuring quick and precise access to relevant information, which supports better decision-making and efficiency. 92% of reviewers rated this feature as important or highly important.
  • Text Editing: Users appreciate robust text editing features with various formatting options, enabling clear, consistent, and up-to-date content creation and maintenance. 87% of reviewers rated this feature as important or highly important.
  • Document Storage: Reviewers emphasize the importance of a centralized repository for secure and organized document storage, facilitating easy access and collaboration among team members. 86% of reviewers rated this feature as important or highly important.
  • Reporting/Analytics: Users find reporting and analytics crucial for tracking performance, engagement, and user behavior, providing insights to improve decision-making and optimize content. 83% of reviewers rated this feature as important or highly important.