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Table of Contents

Top Rated Knowledge Management Software with Support Ticket Management in 2026

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

Last updated: April 2026

Support ticket management streamlines issue tracking, prioritization, and resolution. It facilitates efficient communication with clients, enhances customer satisfaction, and ensures timely support through automation and organized workflows. Our reviewers in knowledge management software rated this feature as important.

7 Best Knowledge Management Software with Support Ticket Management

Product
User rating
Starting price
LiveAgent logo
4.7
(1.7K)
15
per user/per month
learn more
Freshservice logo
4.5
(678)
29
per user/per month
learn more
Salesforce Service Cloud logo
4.5
(816)
25
per user/per month
learn more
JIRA Service Management logo
4.5
(762)
20
per user/per month
learn more
Zoho Desk logo
4.5
(2.2K)
20
per user/per month
learn more
Freshdesk logo
4.5
(3.4K)
19
per user/per month
learn more
Zendesk Suite logo
4.4
(4K)
39
per user/per month
learn more

See other top Knowledge Management products with support ticket management

How we picked the 7 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 Management software category. They also needed to have sufficient reviews about support ticket management, 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 up to three products based on our proprietary ratings and reviews: Highest rated, Highly rated for support ticket management, and Highly rated for free version. 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 7 best products

LiveAgent logo
Reviews Sentiment
 
 
 
1-2(7)
3-4(496)
5(1,250)
Key Features
Knowledge Base Management4.5
Content Management4.7

User insights about the support ticket management feature

Reviewers indicate that LiveAgent's support ticket management centralizes all tickets and provides automated routing and detailed reporting. They appreciate the user-friendly interface and the ability to assign unique IDs to tickets for easy tracking. Users find it enhances internal coordination and improves customer support ratings, though some suggest more insights for new users.
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“The support ticket is essential for this LiveAgent and they designed this very well. We can clearly see what is the status of each ticket, assign it to different users and mark it as solved with a couple of clicks.”
Verified reviewer profile picture

Miguel D.

Desarrollo de nuevos negocios

“I like that it has its own unique ID for every ticket created making it easy for tracking the status of each ticket.”
MG

Marion G.

CEO/Owner

Starting price
15per user /
per month
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Pros and Cons based on 1,753 verified reviews
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Unified social media management

Enhanced team coordination

Comprehensive client support

Centralized communication channels

Frequent technical issues

Complex email management

Challenging call management

See pros and cons details
Freshservice logo
Reviews Sentiment
 
 
 
1-2(9)
3-4(260)
5(409)
Key Features
Knowledge Base Management4.3
Content Management3.8

User insights about the support ticket management feature

Reviewers appreciate Freshservice's support ticket management for its efficiency in assigning and tracking tickets across departments. They highlight the customizable ticket forms, automation capabilities, and integration with various messaging platforms. Users find it straightforward and easy to use, with features like workflows and a knowledge base enhancing the support process. However, some feel it requires adapting workflows to fit the system.

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“Tickets can be put into workflows to assign to the correct department and engineers based on multiple criteria. This is very powerful and ensures tickets are not lost and can alert on whichever messaging platform you use at the same time.”
TW

Tony W.

Senior Systems Support

“FreshService offers a wide range of ways for end users to put in tickets and many integrations for notifications. They make it easy to manage and view these tickets from both perspectives.”
DV

David V.

Senior Systems Adminsitrator

Starting price
29per user /
per month
learn more
Pros and Cons based on 678 verified reviews

Easy setup and configuration

Effective helpdesk management

Comprehensive automation features

Limited reporting capabilities

Issues with email notifications

See pros and cons details
Salesforce Service Cloud logo
Reviews Sentiment
 
 
 
1-2(16)
3-4(326)
5(474)
Key Features
Knowledge Base Management4.5
Content Management4.7

User insights about the support ticket management feature

Users appreciate Salesforce Service Cloud's support ticket management for its organization, customization, and integration capabilities. They highlight the ease of creating and managing tickets, reassigning them to the right departments, and automating processes. Reviewers find it user-friendly and effective for tracking and resolving issues, though some mention occasional bugs.

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“Salesforce makes it easy to create and manage tickets. We have integrations with our other tools that help to automate the population of tickets and the movement of information to and from the development and product management teams”
AS

Alex S.

Head of Integrations

“Ticket management support, allows activities and tasks to be tracked and controlled effectively and quickly, and Salesforce made it easy for us to use this feature, which helped us a lot in the work of the organization.”
AM

Aseel M.

Account

Starting price
25per user /
per month
learn more
Pros and Cons based on 816 verified reviews

Comprehensive client tracking

Enhanced team collaboration

Effective client management

Efficient tracking management

Insightful dashboard analytics

High cost concerns

Slow performance speed

Frequent technical issues

Complex user management

See pros and cons details
JIRA Service Management logo
Reviews Sentiment
 
 
 
1-2(15)
3-4(308)
5(439)
Key Features
Knowledge Base Management4.3
Content Management --

User insights about the support ticket management feature

Reviewers value JIRA Service Management's support ticket management for its clear tracking, prioritization, and customization options. They highlight the seamless integration with other Jira projects and business management systems. Users appreciate the ease of setup and the ability to connect support tickets with workflows, although some mention better financial alternatives.

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“The support ticket management is very good in Jira, it allows a lot of customization in the way you deal with ticket a long with reporting features which help a lot when it comes to monthly/weekly reviews.”
TH

Thomas H.

Junior Software Engineer

“Once the process is set up, collecting the tickets and managing the workflow works very well. The ability to connect support tickets with regular Jira Software projects is an absolute winner”
MK

Marta K.

Head of Delivery

Starting price
20per user /
per month
learn more
Pros and Cons based on 762 verified reviews

Comprehensive task tracking

Efficient request management

Enhanced team collaboration

Robust project tracking

Performance speed issues

High costs for small businesses

Complex user access management

See pros and cons details
Zoho Desk logo
Reviews Sentiment
 
 
 
1-2(21)
3-4(885)
5(1,305)
Key Features
Knowledge Base Management4.4
Content Management4.4

User insights about the support ticket management feature

Users find Zoho Desk's support ticket management easy to use and efficient, with features like omnichannel ticketing, conversation tracking, and customizable categories. They appreciate the ability to manage tickets via chat, email, and social media integrations. Reviewers highlight the system's convenience for both customers and support teams, improving overall customer satisfaction and operational efficiency.
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“Zoho follows an ominichannel ticketing system which collects support tickets from other channels and easily organize them in a single interface.”
SS

Sheha S.

Business Development Coordinator

“Support ticket management allows us to efficiently provide service to all the customers, and internal employees by examining the ticket to every service inquiry. With the support ticket management of Zoho desk we can chat with the customer and with the ticket raiser through Instagram, whatsapp and Facebook also.”
Verified reviewer profile picture

Dnyanoba M.

Deputy Manager

Starting price
20per user /
per month
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Pros and Cons based on 2,211 verified reviews
Verified reviewer profile picture

Enhanced productivity features

Effective team collaboration

Streamlined client interactions

Support for business expansion

Seamless CRM integration

Slow performance issues

Notification management challenges

Email handling limitations

Complex user interface

See pros and cons details
Freshdesk logo
Reviews Sentiment
 
 
 
1-2(49)
3-4(1,350)
5(2,008)
Key Features
Knowledge Base Management4.3
Content Management4.5

User insights about the support ticket management feature

Reviewers appreciate Freshdesk's support ticket management for its automation, customizable workflows, and efficient tracking. They highlight the ease of use, dashboard visibility, and ability to prioritize and reassign tickets. Users find it improves customer satisfaction and operational efficiency, though some find it complex for smaller needs and suggest improvements in certain features.

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“This tool helps a lot in terms of tracking all the numbers of tickets coming in and out. It's easier for the supervisor to see if there were tickets that needs to be prioritize. Service Level can be manage easily coz of freshdesk. ”
DM

Donna M.

Trainer

“Since we need to ensure each ticket is being handled in a timely manner, the ticket management tools are quite good in this system. Not only can management see how the tickets are distributed among the staff members, we can also view their status all at a glance. This is very important for us as we can move the tickets around to other available agents to allow balancing the workload quite seamlessly.There are other great tools at disposal as well, but some are a little too complicated to teach and train a Customer Service Department (such a parent-child tickets, sharing tickets, etc.).”
HU

Haseeb U.

Customer Service Supervisor of Training and Development

Starting price
19per user /
per month
learn more
Pros and Cons based on 3,407 verified reviews

Multichannel communication support

Efficient help desk management

Enhanced team collaboration

Robust issue tracking

Comprehensive customer support

Limited search functionality

Slow performance speed

Inconsistent issue resolution

Inefficient email management

Problematic call management

See pros and cons details
Zendesk Suite logo
Reviews Sentiment
 
 
 
1-2(117)
3-4(1,681)
5(2,272)
Key Features
Knowledge Base Management4.3
Content Management4.2

User insights about the support ticket management feature

Reviewers highlight Zendesk Suite's support ticket management for its ease of use, customization, and efficient tracking. They appreciate the ability to prioritize, categorize, and assign tickets, along with the intuitive interface and integration with other tools. Users find it improves customer satisfaction and operational efficiency, though some suggest additional management features.

See related user reviews

“As a former Client Care employee, we used to handle online tickets and customer requests through Zendesk, it allowed us to handle by priority and forward requests that needed upper management attention and to work effectively as a team”
TA

Tayeb A.

Client Care Specialist

“With features like ticket prioritization, categorization, and assignment, support teams can manage their workload more efficiently. Agents can focus on high-priority tickets first, ensuring that urgent issues are addressed quickly.”
JI

Jahidul I.

Finance

Starting price
39per user /
per month
learn more
Pros and Cons based on 4,070 verified reviews

Efficient client support

Comprehensive issue tracking

Robust customer support

Effective team management

Streamlined helpdesk support

High costs and confusing pricing

Slow performance speed

Challenges in data management

Inconsistent issue resolution

Limited email management

See pros and cons details

Other Top Rated Knowledge Management Software with Support Ticket Management in 2026

Slack logo
Category Leaders

A single place for team communication and workflows

learn more
Slack is a single workspace that connects users with the people and tools they work with everyday, no matter where they are or what they do

Read more about Slack

Users also considered
Freshdesk logo

Online helpdesk system and customer service software

learn more
Freshdesk helps businesses effectively document solutions using an easy-to-build and completely customizable knowledge base.

Read more about Freshdesk

Users also considered
Zendesk Suite logo

AI powered customer service across all channels

learn more
Zendesk offers a smart knowledge base for self-service that integrates seamlessly into its help desk software. It can be used internally by agents for quick resolutions, and externally by customers. Companies that use Zendesk's knowledge base software can reduce support costs by 50%.

Read more about Zendesk Suite

Users also considered
LiveAgent logo
Category Leaders

Multichannel Help Desk Solution with Powerful AI Features

learn more
LiveAgent is the ultimate help desk and company knowledge management solution. It helps businesses create external and internal knowledge bases and offers many other must-have features. LiveAgent is a leader in delivering customer satisfaction.
Start with a 30-day free trial, no credit card required

Read more about LiveAgent

Users also considered
Zoho Desk logo

Customer service software for businesses of all sizes

learn more
With Zoho Desk, create Multi-brand SEO friendly knowledge base articles on cloud for each of your brand to answer your customers FAQ's for faster answers and fewer tickets. This saves your team work on responding to simple questions, and leaves more time to help customers with tricky problems.

Read more about Zoho Desk

Users also considered
TeamSupport logo

Cloud-based customer support solution for B2B SaaS

learn more
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

learn more
Use Salesforce Service Cloud to create a cloud-based knowledge base for both agents & customers. Update & maintain articles based on industry best practices.

Read more about Salesforce Service Cloud

Users also considered
JIRA Service Management logo

IT service platform for unified support

learn more
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
Freshservice logo

A complete IT service management (ITSM) tool for business

learn more
Freshservice helps you build a powerful knowledge base with the most frequently asked questions that plague your service desk. And all this in minutes!

Read more about Freshservice

Users also considered
SolarWinds Service Desk logo

IT Service Desk & Asset Management Software

learn more
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

Users also considered
SysAid logo
Category Leaders

AI-enabled ITSM platform for businesses of all sizes

learn more
SysAid is an ITSM software platform that enhances IT service management with AI chatbots, workflow automation, and asset management.

Read more about SysAid

Users also considered
Bitrix24 logo

All in one business management workspace

learn more
Bitrix24 is a leading FREE social knowledge management and collaboration platform used by over 12 million companies worldwide. Available in cloud and on-premise with open source code access. Share and discuss ideas, manage knowledge, manage projects and do more with Bitrix24!

Read more about Bitrix24

Users also considered
IT Glue logo
Category Leaders

Track, find and know everything in under 30 seconds.

learn more
IT Glue is an intelligent Knowledge Management solution designed to help IT teams automate, consolidate and integrate all their critical IT information. Everything you need at your fingertips, with a single source of truth for SOPs, licenses, how-to guides, assets, passwords, vendors and more.

Read more about IT Glue

Users also considered
Yonyx logo
Category Leaders

Decision tree driven Interactive guides for customer service

learn more
Create decision tree driven interactive guides for customer service that integrate with your CRM system & help improve consistency & quality of service.

Read more about Yonyx

Users also considered
HelpCrunch logo

Customer Communication tool for support, marketing & sales

learn more
HelpCrunch's Knowledge base software is a top-rated solution for knowledge management and self-service customer support.
Other Features:
- Live Chat
- Auto Messages
- Email Marketing
- Help Desk
- Popups
- Mobile apps
- Chat Bot (coming soon).

Try HelpCrunch for free for 14 days!

Read more about HelpCrunch

Users also considered
Help Scout logo

Cloud-based customer support platform

learn more
Help Scout is a shared inbox, help center, and live chat software that gives your team the tools needed to easily manage customer communications. The platform offers a range of features, including AI-powered tools, integrations, and analytics, to empower both your team and your customers.

Read more about Help Scout

Users also considered
Supportbench logo
Category Leaders

The Only AI Customer Support Platform

learn more
Supportbench: Cut costs, boost resolution speeds, and enable agents with AI-driven support.

Read more about Supportbench

Users also considered
Hiver logo

Modern, AI help desk software built for fast teams.

learn more
Hiver is a modern, AI customer service platform with strong knowledge management capabilities. Create public FAQs and help articles for 24/7 self-service, build an internal repository for SOPs and policies. Customize categories, design, and domains with ease, and integrate articles with live chat.

Read more about Hiver

Users also considered
Genesys Cloud CX logo

AI-enabled experience orchestration platform

learn more
Genesys Cloud CX cloud contact centre lets you differentiate faster, adapt easier, and architect better with an all-in-one composable modern architecture

Read more about Genesys Cloud CX

Users also considered
ManageEngine ServiceDesk Plus logo

Cloud IT Help Desk Software

learn more
ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to manage and troubleshoot IT requests

Read more about ManageEngine ServiceDesk Plus

Users also considered
BOSSDesk logo

BOSSDesk a FrontRunner in Help Desk Software

learn more
BOSSDesk is an integrated ITIL Service Desk/Help Desk and IT Asset Management solution available for both Cloud and On-Premise. BOSSDesk has been highly ranked by customers for providing an affordable solution, great user experience, wide range of features, and excellent US based customer support.

Read more about BOSSDesk

Users also considered
HubSpot Service Hub logo

Cloud-based customer service solution for firms of all sizes

learn more
HubSpot Service Hub is a cloud-based customer service platform, which aims to simplify processes for managing customer queries & improving client engagement. It allows users to connect with customers via live chat, one-to-one customer communication, conversational bots, and more.

Read more about HubSpot Service Hub

Users also considered
Vivantio logo

Flexible Software. Focused Service.

learn more
Knowledge at your fingertips allows you to respond quicker and improve the efficiency of your support team, freeing up resources to tackle tougher issues. Benefit from key features like: knowledge categorization, custom forms & fields, document themes & templates, WYSIWYG editor, and more.

Read more about Vivantio

Users also considered
ServiceNow Customer Service Management logo

Automate requests and deliver effortless experiences

learn more
ServiceNow Customer Service Management (CSM) is a comprehensive product designed simplify and improve the customer service experience. With CSM, companies can streamline their processes, automate their workflows, and provide self-service options for customers to engage on their channel of choice.

Read more about ServiceNow Customer Service Management

Users also considered
Faveo Helpdesk logo

Faveo Helpdesk helps simplify the customer support process

learn more
Faveo Helpdesk has served various clients across the globe to track and manage customer support. It helps your team stay organized. Faveo is integrated with email, phone, chat, social media (Facebook, Twitter), and many third-party applications. It is easy to install, easy to use, and cost-effective.

Read more about Faveo Helpdesk

Users also considered

Key features for Knowledge Management software

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

  • Knowledge Base Management: Reviewers highlight customizable storage, easy content creation, hierarchical organization, and centralized access, enhancing productivity, collaboration, and onboarding. 94% of reviewers rated this feature as important or highly important.
  • Content Management: Users appreciate flexible organization, diverse content types, collaborative editing, and integration capabilities, enabling efficient content handling and streamlined workflows. 92% of reviewers rated this feature as important or highly important.
  • Document Management: Reviewers value centralized storage, robust search functionality, collaborative editing, and access control, facilitating efficient document retrieval and secure sharing. 90% of reviewers rated this feature as important or highly important.
  • Text Editing: Users note intuitive editing tools, formatting options, real-time collaboration, and ease of use, enhancing document creation and updating tasks. 86% of reviewers rated this feature as important or highly important.
  • Access Controls/Permissions: Reviewers highlight granular permissions, role-based access, and security features, ensuring controlled and secure information access. 86% of reviewers rated this feature as important or highly important.
  • Full Text Search: Users appreciate the ability to quickly find specific content within documents and across databases, improving efficiency and information retrieval. 86% of reviewers rated this feature as important or highly important.