Notion

Overview

Notion is a flexible workspace platform with AI capabilities used for internal support wikis and team knowledge management.

What it covers

Positioning - general-purpose workspace adaptable for support team wikis, not purpose-built customer-facing knowledge base. Support use cases: internal support team wiki (runbooks, procedures, troubleshooting guides), training materials, team documentation, project management, meeting notes. NOT recommended for: customer-facing help center (use Document360, Zendesk Guide instead).

AI capabilities

Notion AI add-on for writing assistance, summarization, brainstorming, Q&A against workspace content.

Pricing

Free (personal), Plus $12/user/month, Business $18/user/month, Enterprise custom. Notion AI: +$10/user/month add-on.

Integrations

Connects with Slack, Zapier, various tools for workflow automation.

Target audience

Support teams needing internal wiki, organizations wanting flexible team workspace. Compare to Confluence (enterprise), Guru (real-time delivery).

Pros

Flexible and familiar, good internal wiki, AI add-on useful.

Cons

Not designed for customer-facing KB, requires customization, not support-specific.