In Qassim University, the majority of activities are automatic and carried out using computer applications. This explains the efficiency of its information system and its permanent maintenance. Often, we face various technical problems at equipment levels, services, etc. The Incident Management task is still performed manually and using less efficient methods with a traditional communication infrastructure. Moreover, the lack of an automatic process generates various problems such as loss of time, overload of work that is done by a single agent, difficult communication between agents, etc. To solve this problem, it is necessary to propose a tool within the university to have regular monitoring of computer equipment. Our project aims to design and develop an Incident Management application using Knowledge base to facilitate and optimize the quality and performance of the services provided by the Technical Support department by using knowledgebase. The use of knowledge base allows us to save up the time to solve by seeing frequent problems and solutions from the knowledgebase. At the end of the project, we came up to build CoC_Helpdesk website for two types of users. Helpdesk: a helpdesk will receive an incident from a customer where he will enter the information relating to this incident. If the solution found it in the knowledgebase, the helpdesk will give the solution to claim and close the incident. Otherwise, if the solution not effective for the customer he will send a request to resolve this incident to the technical. Technical: the technician will receive notification of a request from helpdesk to resolve the incident, he will see details of the problem to be resolved he will either solve it with his expertise or search for a solution in any way and save it in the knowledge base to make it available to the helpdesk.