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Top Rated Complaint Management Software with Knowledge Base Management in 2026

Verified reviewer profile picture
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

Knowledge base management streamlines the creation, organization, and accessibility of information. It helps reduce customer inquiries, improves response times, and provides quick access to guides, articles, and FAQs for efficient issue resolution. Our reviewers in complaint management software rated this feature as highly important.

3 Best Complaint Management Software with Knowledge Base Management

  • Freshdesk
  • Zoho Desk
  • Zendesk Suite - Highest rated for knowledge base management

See other top Complaint Management products with knowledge base management

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 complaint management software category. They also needed to have sufficient reviews about knowledge base 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 the product with the highest rating for knowledge base management 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

Freshdesk logo

Freshdesk

4.5
(3.3K)
visit website

User insights about the knowledge base management feature

Reviewers find Freshdesk's knowledge base management helpful for improving customer service and reducing inquiries. They highlight its ease of use, multilingual support, and efficient article creation and management. Users appreciate the ability to document IT processes, provide self-help options, and maintain internal learning systems. However, some mention challenges with directory management and a lack of certain features. Overall, they value its role in enhancing user experience, reducing support costs, and supporting sales efforts.
“Freshdesk's Knowledge base management feature is very helpful for our team to create and manage a knowledge base for our customers, this feature helps us to improve our customer service and reduce the number of customer inquiries.”
Verified reviewer profile picture

Ahmed A.

Founder, Biomedical Engineer & Data Scientist

“I see a lot of duplicate tickets for simple solutions. Using the knowledge base, i can point my customers in the right direction so that they can maybe find their problem and find a solution for it without logging a ticket.”
KS

Kyle S.

Operations Manager

Complaint Management key features coverage

Freshdesk offers 5 out of the 6 key features for Complaint Management software identified by reviewers:

Corrective and Preventive Actions (CAPA)
Access Controls/Permissions4.4
Real-Time Notifications4.6
Live Chat4.4
Support Ticket Management4.6
Issue Tracking4.6

Pros and cons based on 3,395 verified reviews

59% of users rated Freshdesk 5 out of 5 stars, while 1% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 3,395 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Multichannel communication support

Efficient help desk management

Enhanced team collaboration

Robust issue tracking

Comprehensive customer support

Cons:

Limited search functionality

Slow performance speed

Inconsistent issue resolution

Inefficient email management

Problematic call management

See pros and cons details

Pricing

Starting price:$19 per user/per month|Free version:Available|Free trial:Available

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

Zoho Desk logo

Zoho Desk

4.5
(2.2K)
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User insights about the knowledge base management feature

Reviewers appreciate Zoho Desk's knowledge base management capabilities. They highlight its ease of use and the ability to sync with sales IQ software for seamless integration. Users report that it supports large databases of support content and facilitates easy access to FAQs, videos, and articles. They find it valuable for both employees and customers, enabling quick troubleshooting and information sharing. The multi-brand knowledge base setup and the user-friendly interface are also praised by reviewers.
“The knowledge-based management feature is the most useful feature of Zoho Desk as we can maintain and collect all the useful data by storing it in the form of Videos or blogs or frequently asked questions, which can be easily accessible to all the customers, it helps very useful as it makes the information easily available for all and can be used timely basis according to the need.”
SG

Shruti G.

Recruitment Proffesional

“Best in the industey for Knowledge Base Management, having a base of FAQ's and repository of articles helps our customer to find their answers on the go without getting in touch with our customer support and saving them alot of time. The most important thing we can setup multi-brand knowledge base.”
Verified reviewer profile picture

Mehandi I.

Junior Conusltant

Complaint Management key features coverage

Zoho Desk offers 5 out of the 6 key features for Complaint Management software identified by reviewers:

Corrective and Preventive Actions (CAPA)
Access Controls/Permissions4.3
Real-Time Notifications4.5
Live Chat4.4
Support Ticket Management4.6
Issue Tracking4.7

Pros and cons based on 2,208 verified reviews

59% of users rated Zoho Desk 5 out of 5 stars, while 1% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 2,208 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Enhanced productivity features

Effective team collaboration

Streamlined client interactions

Support for business expansion

Seamless CRM integration

Cons:

Slow performance issues

Notification management challenges

Email handling limitations

Complex user interface

See pros and cons details

Pricing

Starting price:$20 per user/per month|Free version:Not available|Free trial:Available

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

Zendesk Suite logo

Zendesk Suite

4.4
(4K)
visit website

User insights about the knowledge base management feature

Reviewers indicate that Zendesk Suite's knowledge base management is highly customizable and easy to use. They appreciate the seamless integration with the ticketing system, which enhances efficiency for support agents. Users find it helpful for creating, editing, and publishing articles, and they value the ability to follow topics and access past information. However, some reviewers mention difficulties with the editor tools and limitations in article categorization. Overall, they find it essential for empowering customers and improving support operations.
“Our knowledge base for our clients was made significantly better once we released the Zendesk KB suite. It's an easy tool for the clients to use, and I think editing/publishing is extremely easy. Getting content out to our clients is quick, and they benefit from being able to follow topics and such. It's an awesome tool!”
MR

Maggie R.

Client Services Advisor

“It has great customization/access options for both agent-facing knowledgebase articles and customer-facing FAQ articles. Zendesk manages our FAQ page and any changes are applied easily and with less pain.”
MR

Mark R.

Customer Experience Manager

Complaint Management key features coverage

Zendesk Suite offers 5 out of the 6 key features for Complaint Management software identified by reviewers:

Corrective and Preventive Actions (CAPA) --
Access Controls/Permissions
Real-Time Notifications4.4
Live Chat4.3
Support Ticket Management4.5
Issue Tracking4.7

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.

Other Top Rated Complaint Management Software with Knowledge Base Management in 2026

Freshservice logo

Freshservice

A complete IT service management (ITSM) tool for business

visit website
Freshservice is a multi-channel solution to resolve issues raised by users with powerful automation capabilities to categorize, prioritize and assign issues

Read more about Freshservice

Users also considered
InvGate Service Management logo

InvGate Service Management

Web-based IT service desk software

visit website
InvGate Service Desk is web-based solution designed to streamline and optimize IT service delivery and support. InvGate features include gamification rewards and motivation, problem and change management, hardware and software tracking, knowledge base and self-service portals, and more.

Read more about InvGate Service Management

Users also considered
QT9 QMS logo

QT9 QMS

Cloud-based quality management solution for organizations.

visit website
Easily keep track of customer feedback records and customer complaints with the QT9 QMS. Connect your locations, departments and people with the QT9 QMS. Quickly get a sense of customer complaints. Use tasks to involve the right people and link to CAPA or Risk management tasks.

Read more about QT9 QMS

Users also considered
Freshdesk logo

Freshdesk

Category Leaders

Online helpdesk system and customer service software

visit website
Freshdesk is a cloud-based complaint management software that helps businesses resolve complaints across email, web, phone, chat, and social media.

Read more about Freshdesk

Users also considered
Zoho Desk logo

Zoho Desk

Category Leaders

Customer service software for businesses of all sizes

visit website
Use Zoho Desk to automate compliant management by setting service levels, creating escalation rules & workflows, setting up notifications and more. This brings email, social media, live chat, phone calls, and web forms together. Our free plan gives you 3 users free to head start your operations.

Read more about Zoho Desk

Users also considered
Zendesk Suite logo

Zendesk Suite

Category Leaders

AI powered customer service across all channels

visit website
Zendesk is the leading cloud-based help desk software built with support agents in mind. All your customer interactions are in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and full customer history.

Read more about Zendesk Suite

Users also considered
Avochato logo

Avochato

SMS texting and live chat for sales, support & ops teams

visit website
Avochato is an SMS/text messaging and live chat solution for marketing, sales & support teams, which allows users to send, receive, and collaborate on messages from customers

Read more about Avochato

Users also considered
LiveAgent logo
Category Leaders

Multichannel customer care solution with an AI chatbot

LiveAgent is a web-based complaint management solution. It helps businesses manage customer interactions via multi channel support tickets. This help desk software is a leader in delivering excellent customer service and customer satisfaction.
Start with a 1 month free trial, no credit card required

Read more about LiveAgent

Users also considered
Tidio logo

Aill-in-one customer support software with AI features

Tidio is a customer service and engagement platform capable of resolving issues via rules-based chatbots (Flows) and AI agentic customer support. Tidio also let's you chat live with your customers and manage complaints from a centralized hub.

Read more about Tidio

Users also considered
TeamSupport logo
Category Leaders

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

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Apptivo logo

CRM solution for managing customer accounts

Apptivo is a customer relationship management app that allows businesses to create and manage customer accounts with information such as contact information, website, annual revenue‚ address‚ number of employees‚ & more. Accounts can be associated with other records such as contacts or opportunities.

Read more about Apptivo

Users also considered
Bitrix24 logo

All in one business management workspace

Bitrix24 is a free cloud and open source collaboration platform providing CRM, document management, tasking, time management, and project management tools. Over 12 million companies rely on Bitrix24 in 186 countries.

Read more about Bitrix24

Users also considered
Smartsupp logo

Smartsupp–Live Chat, Chatbots, and Video Recordings

Customers need to communicate with your team when they run into potential issues. Offering live chat for teams of agents with conversation history, Facebook and email Integration, a contact form, and much more, Smartsupp delivers very powerful tools built for complaint management and customer care.

Read more about Smartsupp

Users also considered
CXone Mpower logo
Category Leaders

Cloud-based contact center software

CXone Mpower is a cloud-based contact center platform that assists with customer experience (CX), brand value optimization, and more.

Read more about CXone Mpower

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Front logo
Category Leaders

AI-enabled customer service platform for collaboration

Front is a complaint management solution that enables support, sales, and account management teams to solve customer inquiries at scale. Front streamlines customer communication by combining the efficiency of a help desk and the familiarity of email.

Read more about Front

Users also considered
Vtiger CRM logo
Category Leaders

All-in-one CRM for small businesses

Vtiger works with over 100,000 businesses helping them deliver outstanding customer experiences by breaking barriers between their marketing, sales, and support teams.

Read more about Vtiger CRM

Users also considered
Gladly logo

Cloud-based customer service platform

Gladly helps brands turn complaints into loyalty with fast, personalized support and AI-assisted resolution across every channel.

Read more about Gladly

Users also considered
Issuetrak logo

Issue tracking and workflow automation platform

Issuetrak is an issue tracking and workflow management software designed for service-driven industries including manufacturing, healthcare, and finance. The platform features omnichannel ticket submission, automated issue assignment, customizable task flows, and a comprehensive knowledge base for information management. Organizations can deploy Issuetrak either on-premises or via cloud hosting to streamline customer support operations and complaint management processes.

Read more about Issuetrak

Users also considered
Missive logo

Collaborative inbox for teams

Missive is a team inbox and chat tool that helps teams to collaborate across email, SMS, WhatsApp, Twitter, and other communication channels. The inbox provides a business-first collaborative experience.

Read more about Missive

Users also considered
Supportbench logo

The Only AI Customer Support Platform

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

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Preferred Patron Loyalty logo

Innovative Loyalty Programs, Customer Engagement & Gift Card

Experience the power of a branded loyalty program with diverse promotions, including our exclusive WeatherSmart™ Intelligence. Recognize customer purchases and visits, boost retention, and drive growth. Stand out with innovative features that set your business apart.

Read more about Preferred Patron Loyalty

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Hiver logo

Modern, AI help desk software built for fast teams.

Hiver is a modern AI customer service platform built for fast-moving teams. Teams can track tickets, use AI and automations for faster triage, deflect common questions with a built-in knowledge base, and improve performance with analytics.

Read more about Hiver

Users also considered
HelpDesk logo
Category Leaders

Ticketing software for effortless customer support

HelpDesk is an online ticketing system that simplifies your customer service efforts. Delight your customers with excellent support, and resolve tickets faster. Personalised messages will increase your customer satisfaction.

Read more about HelpDesk

Users also considered

Key features for Complaint Management software

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

  • Corrective and Preventive Actions (CAPA): Reviewers emphasize the importance of CAPA for identifying and resolving issues, standardizing processes, and complying with regulations. 96% of reviewers rated this feature as important or highly important.
  • Access Controls/Permissions: Users value the ability to control access and permissions based on roles, ensuring security, compliance, and efficient task management. 95% of reviewers rated this feature as important or highly important.
  • Real-Time Notifications: Reviewers appreciate receiving real-time updates on ticket status and changes, which enhances responsiveness and efficiency. 95% of reviewers rated this feature as important or highly important.
  • Live Chat: Users highlight live chat for providing immediate customer support, enhancing customer experience, and reducing reliance on email interactions. 91% of reviewers rated this feature as important or highly important.
  • Support Ticket Management: Reviewers find support ticket management crucial for tracking, prioritizing, and resolving customer inquiries efficiently, enhancing overall support operations. 89% of reviewers rated this feature as important or highly important.
  • Issue Tracking: Users find issue tracking essential for identifying, documenting, and resolving problems, enabling proactive management and improving product quality. 88% of reviewers rated this feature as important or highly important.