Document360’s 2025: Milestones, Moments, and Major Highlights

2025 for Document360 was definitely not just another year. It was the kind of year where you look back and realize all the little and big wins quietly stacked up into a massive milestone.

A Landmark Year: $10 million in ARR

Milestones don’t tell the full story until you look at what’s behind them. It was not an overnight win. It was several years of effort. This landmark wasn’t just about numbers; it was a reflection of the trust our customers place in us and the real impact our platform has on their documentation and knowledge management efforts.

This growth was fueled by continuous product innovation, a strong focus on customer success, and a growing global community that believes great knowledge deserves great tools.

 Hitting $10M ARR reaffirmed our mission to simplify knowledge management while pushing us to think bigger, move faster, and raise the bar even higher for what teams can achieve with Document360.

Now, let’s take a look at the key highlights from the year.

Top Feature Highlights of the Year

This year, we introduced a series of powerful enhancements designed to make knowledge creation faster, smarter, and more impactful to deliver better experiences for your users. Here’s a look at the standout updates that defined the year.

AI Premium Suite (Floik AI)  – For All Your Multimedia Needs

Often, to explain a process through visuals, it was necessary to switch between multiple tools. Record in one place, edit in another, upload somewhere, – you get the idea. We solved this problem for all Document360 users.

Now, with Floik AI Capture Bundle, you can do screen recording, videos, interactive demos, and step-by-step guides, all of which can be done right from your Document360 editor. This means all your multimedia tools are in one location.

Interactive Decision Trees – For Actionable Instructions 

Tried to accommodate a detailed troubleshooting process in one article? You end up with a huge volume of text that says “if this, then that, but if not, try this other thing” until everyone’s eyes start to roll.

Interactive Decision Trees fixes that. Instead of dumping everything into one giant explanation, you build a guided flow that reacts on user’s choices. Click an option, and see the next process. Choose a different path, get different guidance. Add images, drop in videos, create branches that make sense.

It’s troubleshooting that doesn’t feel like reading a manual. It’s onboarding that doesn’t overwhelm. It’s interactive decision trees, the kind of self-service experience that works instead of making people give up.

Eddy AI Writing Agent 

Writers, you know that staring at a blank page can be the hardest part of the documentation process, especially when you are going through writer’s block. Gathering inputs from five different places. Taking screenshots. Structuring everything. Writing the first draft that’s probably going to be rewritten several times.

Eddy AI Writing Agent changes all of that. Drop in a prompt, upload a meeting transcript, or even hand in a video. Eddy scans through it and brings about a complete, well-structured article right inside your Document360 editor. And this isn’t just a generic AI article – it follows your style guide, applies your tone, handles SEO metadata, and helps point out glossary terms. It’s writing documentation that sounds like your brand.

You’re still in control. You review it, tweak it, and make it perfect. But instead of eyeballing a blank page, you’re editing a solid first draft in seconds.

Duplicate Content Detection Before They Spread 

As your documentation grows, the same information starts appearing in multiple places. Someone writes a troubleshooting section, then someone else writes something similar a few months later. Before you know it, you’re maintaining the same content in five different articles.

Duplicate Content Detection helps you stay clear of that clutter. Using Eddy AI’s similarity analysis, Document360 highlights repetitive content, helping you to catch redundancies long before they turn into confusion.

It’s the kind of feature your inner neat freak will love— surfacing duplicate blocks, showing where they appear, and letting you know when a reusable snippet might do the work.

WebHelp Export – Portable Offline Documentation That Travels with Your Readers

Suppose the goal of the customer seeking the solution within the help documentation is disrupted when  the network takes a coffee break. The field force has to debug in a location that has no connection at all. Perhaps the customers are behind corporate firewalls that are more restrictive than airport security checks.

In all these cases, cloud-based documentation becomes a luxury artifact. The knowledge base that you labored so hard on becomes completely out of reach.

With WebHelp Export, these issues are no longer the case for our customers. Your entire knowledge base, navigation system, searching, and everything is ready to be taken portable offline. “No internet connection” barriers are gone.

This isn’t a PDF with a table of contents. It’s your full documentation experience, searchable, browsable, and living on a local machine, a USB drive, or wherever your users need it. Field engineers can pull it up on-site. Customers with strict networks can self-serve without calling support. Your docs work whether the internet does or not.

Actionable Overview Page – Your Workday Starts Here

Log in. Stare at the screen. Searching for that article you were editing? What’s due for review? Did someone reply to your article comment? Feel like clicking too much to start your day?

This new Overview page is a dashboard that puts everything that matters right in front of you the second you log in. It includes articles you were just working on, tasks waiting for you, reviews that need attention (sorted by what’s urgent and what can wait), and article inline comments you’re involved in. It also displays performance data showing the way your documentation has been of help to people.

Replicate Articles Across Workspaces – One Source, All in Sync

Here’s a scenario you know too well: You write a great troubleshooting article. Then your team needs it in three other workspaces for another set of audiences. So, you copy it. Paste it. Copy it again. Paste it again. Six months later, someone finds a mistake, and now you’re hunting down every version, wondering which ones you’ve updated and which ones are still wrong.

Now there’s a better way. Replicate an article across multiple workspaces, and it stays synced with the source. Update the original once, and every replicated version updates automatically. No more tracking down copies. No more “wait, did I update the customer-facing version or just the internal one?” No more inconsistent information living in different corners of your knowledge base.

Now, it’s just – One article. Multiple places. Always in sync.

Inline Reusable Content – No More Cryptic Placeholders

You know those {{variable}} and [snippet] codes that clutter up your editor? The ones that force you to mentally translate what the final article will say? The ones where you’re constantly clicking “preview” just to make sure it looks right?

Yeah, those are gone.

Variables, snippets, and glossary terms now show up as actual text right inside your Advanced WYSIWYG editor. Not placeholders. Not codes. Just the real content, exactly as readers will see it. You can still tell what’s reusable (it’s clearly marked), and you can still edit everything, but you’re not decoding your own article anymore.

Add what you need. See what you wrote. Simple as that.

Eddy AI – With Levelled Up Superpowers

Remember when starting to write the documentation meant staring at a blank screen for some time? Or digging through dozens of articles trying to find that one duplicate paragraph? Or watching your support team juggling too many tickets because they couldn’t find the right answer fast enough?

Yeah, Eddy AI just solved these challenges and also got a few more power-packed upgrades.

The kind of upgrades that save you hours every week, catch problems before they spread, and make your support team wonder how they ever worked without it.

Here’s everything Eddy learned to do in 2025:

Your PDFs Are Finally Searchable

If you’re like most teams, important knowledge is buried in PDFs – reference guides, compliance docs, essential notes, or product specs. The problem? That content might as well be invisible when someone’s searching your knowledge base.

Not anymore. Eddy now searches inside PDF attachments that are embedded, attached, or linked in your articles. When the solution stays inside a PDF, Eddy surfaces that content directly in the results and clearly cites where it came from. No more redirecting people to “check the attached PDF” – they get the answer right away.

AI-Powered Contextual Help Within Your Product

Here’s a common problem: users don’t always know what to search for. They’re stuck on a feature, click around randomly to find help, and eventually give up or contact support.

Contextual AI assistance makes the widget smarter by bringing up relevant help automatically based on where the user is in your product.

You can map article URLs to precise pages or link them to help buttons, so when someone clicks the help button for assistance or opens a feature page, the widget brings up the most useful answer right away. No manual searching required, just the right information at the right moment.

Support Teams Get Answers Without Leaving Zendesk

Support agents often lose time navigating between tools. Open a ticket, flick over to the knowledge base, find an answer, copy, flick back, paste, edit. Repeat.

With Eddy AI built into the Zendesk extension, it’s no longer tab-switching. The very second that an agent opens a ticket, Eddy’s already there, suggesting relevant articles to them, offering up answers, even drafting replies using what’s already been shared in the ticket. Everything is accessible within Zendesk, where the work is already happening.

And when something is not documented yet, agents can simply create a new article right there and push it to Document360 to help the ecosystem grow.

Your AI Search Just Got an Upgrade

This question is what constantly keeps documentation teams up: are people using Eddy AI to get their answers? Or are they just quitting in frustration?

Now you will find out. Users can rate Eddy’s answers with a thumbs up, a thumbs down, or even leave feedback comments. All the feedback is received by the Eddy AI Feedback Manager and is split into two categories: answered questions (which Eddy delivered) and unanswered questions (which Eddy was unable to return with information).

This is an absolute gold mine of information to elevate your documentation. You can see precisely in which areas Eddy is helpful and in which areas there are gaps in your documentation. There are no assumptions or gut feelings. Just real user feedback that tells you what has to be done.

There’s More to This Story Than Product Updates

Building better features is one thing. Creating a better community around documentation is where our 2025 really came alive.

We didn’t focus only on building and shipping updates. We also spent our time learning, listening, and growing with the people who make documentation important every day.

This year was a whirlwind, taking us to cool events all over the globe like the AI The Docs conference, ConvEx Silicon Valley, the TCworld Conference in Stuttgart, and even our own get-together in Berlin.

We also had some awesome teams on our webinar series from places like XTEL, SAP, ServiceNow, Booking.com, DocuSign, Cloudflare, Siemens, and AMD.

And our 2025 podcast, ‘The Knowledge Base Ninjas,’ was a blast, featuring interesting people. We heard from leaders at Meta, Shopify, Oracle, Salesforce, Amazon, and Google as they chatted about documentation, AI, and how to grow content operations.

Then there was the Global Tech Writers Award, a moment to put the spotlight on all the writers who deserve a whole lot of recognition. These are the people behind every product that simplifies tough use cases into clear, usable knowledge.

And through it all, Document360 held a 4.7/5 rating across G2, Software Advice, and GetApp. That’s not just a number. It’s your trust in us.

2025 was a great year. With AI changing documentation every day, we’re already excited about what 2026 has in store.

2025 set the bar high. Now let’s raise it even higher next year.

Happy New Year! Let’s continue our Document360 journey for many more years to come!