A knowledge base is supposed to make IT support easier, not harder. But if your IT team is still drowning in repetitive tickets, chances are your knowledge base isn’t doing its job.
Most knowledge base software fails because it’s just a document editor—expecting IT teams to write, format, and maintain every single article themselves. IT admins and helpdesk staff don’t have time for that. That’s where traditional knowledge base solutions break down.
In this post, we’ll explore the top reasons most knowledge base software fails and how to fix it with a fully managed, pre-written solution.
The 5 Biggest Problems with Traditional Knowledge Base Software
1. It Expects IT Teams to Write the Content
Most knowledge base platforms provide a blank slate, assuming IT teams will create detailed, user-friendly support guides from scratch. But here’s the problem:
🚨 System administrators are not technical writers.
🚨 Helpdesk teams are focused on closing tickets, not writing documentation.
🚨 IT staff don’t have time to create and update KB articles.
When documentation becomes an afterthought, your knowledge base quickly becomes outdated or incomplete—which means employees still end up submitting tickets for basic issues.
🔧 The Fix: A fully managed knowledge base that comes pre-loaded with professionally written, easy-to-understand support guides.
2. It Doesn’t Help Close Tickets Faster
A knowledge base should reduce IT support workload, but if employees can’t find clear, reliable answers, they’ll keep opening tickets.
The common issues?
❌ Poorly written guides that are too technical.
❌ Hard-to-navigate interfaces that bury important information.
❌ Outdated or missing documentation.
When IT admins spend more time explaining things in tickets than referring users to the knowledge base, the system isn’t working.
🔧 The Fix: Pre-written, structured guides that provide step-by-step solutions in plain language, so employees get answers instantly—without needing IT intervention.
3. It’s Just Another Tool That No One Uses
A knowledge base is only useful if employees actually use it. But many organizations struggle with adoption because:
❌ The interface is too complicated.
❌ The search function doesn’t work well.
❌ Employees don’t trust the information inside it.
If employees don’t believe the knowledge base has what they need, they’ll go back to opening tickets or searching random online guides instead.
🔧 The Fix: A clean, easy-to-navigate interface with trustworthy, up-to-date content that’s written for your employees’ specific needs—not just generic IT documentation.
4. It Becomes Outdated and Unreliable
Even if your IT team manages to write a full set of support guides, the work isn’t over—documentation needs constant updates to stay accurate.
But in reality:
⚠️ IT admins are too busy to revise old articles.
⚠️ No one remembers to update the knowledge base when software changes.
⚠️ Employees stop using it because the information is out of date.
An outdated knowledge base is worse than no knowledge base at all—because it leads employees to incorrect solutions and more IT frustration.
🔧 The Fix: A fully managed knowledge base solution that ensures articles stay accurate and up to date without IT teams needing to do it manually.
5. It Doesn’t Reduce IT Workload
At the end of the day, your knowledge base should make IT’s job easier. But if your team is still spending hours writing, updating, and managing documentation, you’re not saving time—you’re adding more work.
A true IT-friendly knowledge base should:
✅ Provide immediate answers to common IT issues.
✅ Be ready to use without requiring extensive setup.
✅ Let your IT team focus on support, not writing.
🔧 The Fix: A turnkey, professionally written knowledge base that employees can rely on—without IT teams having to create and maintain it themselves.
How to Fix Your Knowledge Base (Without Writing a Single Guide)
If your knowledge base isn’t working, the solution isn’t to write more documentation—it’s to use a better system.
Kandbe provides a fully managed internal knowledge base with pre-written support guides, so IT teams can focus on fixing problems, not writing articles.
✔ No writing required – Get an instant knowledge base with ready-to-use guides.
✔ Cut IT ticket volume – Employees can self-service common issues.
✔ Reduce resolution times – Helpdesk teams can close tickets faster.
✔ Always up to date – Never worry about outdated documentation.
If your IT team is tired of maintaining a knowledge base that nobody uses, it’s time for a smarter solution.
💡 Try Kandbe today and see how a fully managed knowledge base can transform IT support.