In the software development companies, where knowledge is complex and shapes the development and maintenance of products, Knowledge Management (KM) efficiently presents a huge challenge. Tools designed for maintaining software products, such as bug tracking systems, primarily automate tasks without fully addressing the organization of knowledge. Incorporating an ontology to map out knowledge for easy retrieval, emerges as a promising strategy to enhance the effectiveness of these tools, mainly in times of artificial intelligence. This study introduces a prototype based on ontology addressed to improve KM within a software development company. Throughout a field research approach in a company customer support department, this paper utilized data analysis and interactions with a key company representative to evaluate the prototype’s ability to tackle identified challenges. Our findings suggest that ontology is relevant as a viable tool for aiding to arrange the organizational knowledge, though further investigation is required to quantify the benefits of this solution in terms of investment return.