Customer Service Software

5 Best Free Knowledge Management Software Options

Published by in Customer Service Software

As a business owner, you may be aware of the benefits of knowledge management software—you can create knowledge bases, manage employee access to information, facilitate employee training, and foster collaboration.

Though some businesses pay big bucks for a knowledge management tool, you don’t have to (at least till you’re convinced). There are several knowledge management software products that cost nothing to use.

Below, you’ll find the five best free knowledge management software tools and what each costs to upgrade. These tools (arranged alphabetically) have been picked from Capterra’s 2021 Shortlist for top knowledge management products where each product has a minimum user rating of 4 (out of 5) and at least 10 user reviews (see full selection methodology here).

See all free knowledge management tools

This article looks at five highly-rated free knowledge management software products. See the full list of free knowledge management tools in Capterra’s software directory.

5 best free knowledge management software

  • Free plan: Includes data storage limit of 5 GB and basic live chat support.
  • Paid plans: Start at $24 per month for two users and include 10 GB data storage and Pro live chat support.

Bitrix24 is a knowledge management software solution that offers modules for collaboration, task management, and communication. It offers a unified platform to manage messages, files, projects, tasks, and contacts. You can also log and manage client interactions, generate sales reports, and capture and store lead data.

The tool offers mobile apps for iOS and Android devices.

Task management in Bitrix24

Task management in Bitrix24 (Source)


  • Free plan: Available for up to 10 users and offers 2 GB file storage.
  • Paid plans: Start at $5 per user, per month and offer 250 GB file storage.

Confluence is a knowledge management solution that helps create, collaborate on, organize, and review project documents. It offers both cloud-based and on-premise deployment. It allows you to create and manage content such as meeting notes, product requirements, and research reports. You can also review and share feedback in the documents.

It lets you restrict access to confidential data. Its task management feature allows you to delegate and track changes to tasks assigned to team members. The tool offers mobile apps for iOS and Android devices.

Collaboration in Confluence

Collaboration in Confluence (Source)


  • Free plan: Includes email ticketing, social media ticketing (only for Facebook and Twitter), knowledge base management, and reporting.
  • Paid plans: Start at $15 per user, per month (billed annually) and include workflow automation, task collision detection, and help desk report.

Freshdesk is a cloud-based knowledge management and helpdesk tool for businesses of all sizes. It allows your customer support team to collaborate on tickets. Any team member can loop in other members to discuss a specific support ticket. They can split tickets into subtickets and have multiple people work on those simultaneously.

The tool has mobile apps for iOS and Android devices.

SLA targets in Freshdesk

SLA targets in Freshdesk (Source)


  • Free plan: Includes business rules and reporting and performance dashboards.
  • Paid plans: Start at $19 per user, per month (billed annually).

Zendesk is a cloud-based knowledge management and helpdesk solution that offers tools to build customer service portals, knowledge bases, and online communities. It offers a customizable front-end portal, live chat features, and integration with other applications such as Salesforce and Google Analytics.

The tool has mobile apps for iOS and Android devices.

Live chat in Zendesk

Live chat in Zendesk (Source)


  • Free plan: Supports three users and includes help center, customer management, and multi-language helpdesk.
  • Paid plans: Start at $14 per user, per month (billed annually) and include a help center, public knowledge base, multi-language help desk, and product-based ticket management.

Zoho Desk is a cloud-based knowledge management suite that offers ticket management features, self-service capabilities for customers, and agent productivity tools. It helps you convert Facebook or Twitter posts into tickets that can be easily tracked and responded to from the tool. You can add specific keywords to filter social media posts and messages and have them converted into tickets automatically.

The tool has mobile apps for iOS and Android devices.

Ticketing dashboard in Zoho Desk

Ticketing dashboard in Zoho Desk (Source)


How to choose the right free knowledge management software for your business

These considerations can make selecting a free knowledge management tool a little easier:

  • Check how much you need to spend on other aspects such as training and support. If it’s too much, then a free product won’t save you much money.
  • Look for a scalable solution. As your business grows, you’ll need to handle more data, more entities, and more complex operations.
  • Compare the free usage limits of the products (such as the number of users and available features) and shortlist tools according to your requirements.
  • Ask the vendor about integration options. Integration with existing solutions such as customer service, help desk, or ticketing software can help cut down a lot of effort and time in reconciling data between systems. Also, check if the vendor offers APIs so you can build your own integrations.

Common questions to ask while selecting a free knowledge management tool

It’s important to get answers from software providers or their sales representatives to clear any concerns before finalizing a decision. Here are a few key questions to consider asking:

  • Will I need additional training to use the tool? Check with the software provider how complex the tool is. Ask if you’ll need additional training to get familiar with its features and if this training will cost you extra.
  • Does the software upgrade cost include phone-based tech support? This will help you get clarity on the type of premium support you’ll receive when you start paying for the software.
  • Can I speak to a customer who has used your tool in the past six months? The answer to this will help you understand if the vendor puts in efforts to ensure customer satisfaction. If the vendor is reluctant to share the details, then it’s a sign that you may not get the customer service you expect.


How we rate

This article was updated on April 9, 2021. Products considered for this article had to be in Capterra’s ‘2021 Shortlist’ for knowledge management tools and:

  • Offer a free, stand-alone version of the software (not a trial version of the software where you must purchase a product after a limited amount of time).
  • Meet our knowledge management definition: Knowledge management software helps companies manage intellectual assets and create a central place of information for employees or customers to reference.
  • Software that met the market definition also needed a minimum of 400 user-submitted reviews and have an above-average overall user rating compared to other products in the category.
  • “Top” free tools had a minimum overall rating of 4/5 stars from reviewers on Capterra at the time of publication. We selected the top 5 tools having the maximum overall rating among all ‘2021 shortlist’ tools (as of April 9, 2021).

Looking for Knowledge Management software? Check out Capterra's list of the best Knowledge Management software solutions.

About the Author

Rahul Kumar

Rahul Kumar

Content Writer at Capterra, passionate about technology and software research. Mechanical engineer, JSS-Noida (India) and MBA, IIT-Roorkee (India). Based in New Delhi, India. I love playing cricket and listening to music.

Comments

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Comment by baguz on

ProProfs Knowledge Base look great. But need best conversation for it.

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Comment by Tirena Dingeldein on

Hi Christopher,
I completely understand! Choosing software can be time-consuming and difficult. What kind of software are you looking for?

Thanks,
Tirena

Comment by Christopher D Hill on

I’m worn-out reviewing software profiles…who can I pay to help me make the best choice?

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Comment by Tirena Dingeldein on

Hi Ahmad,

How can we help you?

Comment by Ahmad Saeidifar on

Hi

Comment by Nora on

Thanks for suggesting Bitrix24, looks very powerful for being free.

Comment by Gillian Foster on

There’s also Polydojo.com, which has a free tier. They’re new, but they’re good! You can keep the Knowledge Base internal to the company, or share certain articles on the public web. Plus, in addition to the Knowledge Base, you get a kick-ass form builder too!

https://www.polydojo.com/

Comment by KirtiSagar on

Does OpenKm Community Support REST API ?

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Comment by Mohammed Razem on

Vardoc is new completely free Knowledge Base system was just released – built on top of Drupal 8.
See https://www.drupal.org/project/vardoc

Disclaimer: I’m the CEO of the company who built it, Vardot.

Comment by chro chro on

myBase is NOT free. $79 for Individual License.

Comment by Rich Hare on

eXo is NOT free. Pricing as at May 2017 for SME like ourselves is $5 per user per month…

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