5 Reasons Companies Migrate from Zendesk to Document360

Curious why companies consider migrating from Zendesk to Document360 for Knowledge base needs, and why Document360 is considered a more scalable, cost-effective, and documentation-first solution? You are in the right place.

So, why are companies making the switch to Document360 over any other? The answer to this is that Document360 is one of the best-known Zendesk knowledge base alternative out there, designed specifically for modern documentation teams.

In this blog, we’ll walk you through 5 key reasons for migration. We will also see how Document360 helps you at each stage of migration to offer a better user experience, content management, and scalability of the knowledge base as the product grows.

Why Businesses Are Reconsidering Their Knowledge Base

As the volume and complexity of the documentation grow, managing content within becomes hard. Traditional helpdesks aren’t built for large-scale documentation. It often becomes messy to manage versions, track updates, and track approvals.

Document360 addresses this with hierarchical documentation-first architecture, version control, and built-in workflows – making it easier to scale the knowledge base with growing documentation complexity.

In today’s AI era, people seldom browse the internet. They expect fast and accurate answers without contacting a support agent.

Document360 enhances self-service with an AI-powered search engine, providing instant results to the reader’s queries by efficiently searching your knowledge base. The product offers SEO optimization, improving search engine results.

5 Reasons Companies Migrate from Zendesk to Document360

Here are five reasons why Document360 is your ideal Zendesk alternative.

Growing need for a documentation-first platform

Document360, from scratch, is built to serve documentation and knowledge base needs. To manage complex, large-scale documentation with ease, the product provides key documentation-first features.

Manage workspace: Under a single project, multiple workspaces can be managed – providing control to organize the documentation based on customers, products, and other criteria.

Editors: Documentation can be created using Markdown or the Advanced WYSIWYG editor, each offering its own unique features.

Managing More Complex and Structured Content Management

As the documentation evolves, organizations often struggle with maintaining, controlling category hierarchy, and managing multiple documentation types.

With the features provided by Document360, maintaining large documentation is no big deal.

Content management: Structure your knowledge base into seven levels of Categories and Subcategories. Within these categories, manage your documentation with articles – ensuring an organized, user-friendly knowledge base.

Knowledge base accessibility: Manage knowledge base access by setting up public, private, and mixed access – ensuring control over visibility.

Reusable content blocks: The product provides content reuse; you can reuse templates, snippets, variables, and glossaries across the knowledge base to maintain consistent communication.

Enhancing the Self-Service Experience for Users

With Document360, enhance the self-service experience for users by offering instant answers. This reduces support ticket volume and ensures customer satisfaction.

AI-powered search: The built-in AI-powered search engine provides instant answers effortlessly, improving content deliverability and user experience.

Ease of browsing: The architecture for the knowledge base is designed as hierarchical category-based browsing and article tagging for content segmentation, making self-service faster.

Gaining better visibility into documentation performance

Document360 offers insights into documentation performance.

Content performance dashboards: The Analytics section provides an overview of your knowledge base’s performance. Reports are categorized based on various aspects like article analytics, feedback analytics, search analytics, reader analytics, and more – helping to optimize the content.

Feedback management: At the end of each article, the readers can share their feedback. The readers’ feedback can be managed within the knowledge base, improving content and documentation performance.

Aligning Costs with Expanding Documentation Requirements

With your expanding team and knowledge base, Document360 offers scalable plans where you can update the number of users, readers, and drive space, and customize features as needed. AI utilization is credit-based, making it scalable. Our sales team would recommend what suits you best based on your documentation needs.

How Document360 helps you migrate from Zendesk

The Document360 migration support will handle this. To ensure a smooth migration from Zendesk to Document360, here are the five steps to be followed.

Step 1: Submit a Migration Request

Navigate to your Document360 portal and submit a migration request. Provide the following:

• Information about your current Zendesk setup
• An estimate of the content volume (number of documents)

Data retrieval: For public documentation, the Document360 migration team can retrieve your knowledge base content using the Zendesk API. For private documentation, you will have to provide the required access credentials. This allows the team to securely access and migrate the content on your behalf.

Consultation call: Once your information is submitted, the migration team will contact you to help with the migration process.

Step 2: Initial Kick-Off & Content Evaluation

The team begins the migration process by reviewing the existing content. The team understands the structure and configuration of your current knowledge base and will provide an estimate.

The timeline planning includes time required for content extraction, restructuring, refinement, quality checks, and final deployment.

The design of the knowledge base layout, planning your information architecture, deciding on localization plans, and setting up branding and customization elements will be carried out with our team.

See how Document360 helps you migrate from Zendesk and build a scalable, documentation-first knowledge base.

Book A Demo

Step 3: Full Content Migration & Refinement

Once the planning is done, Document360’s technical team begins the migration process.

Retrieve all content: Based on your demand, the migration process is tailored for migration from Zendesk to Document360. The team retrieves all content using the method that best fits your setup.

Structure your Documentation: The team organizes your content into categories and articles to align with the information architecture.

Rebuild Internal & External Links: During the migration process, the team ensures internal links are updated, external links remain functional, broken links are identified and flagged for review, and anchor links and tables of contents work correctly.

Map & Embed Media Files: All the images, videos, diagrams, and other media files are extracted from Zendesk and uploaded to Document360’s centralized file management system.

Migrate Customizations: The Document360 migration team will assist you with personal branding customizations, customization for JavaScript, and other designs that influence the KB site’s appearance.

Add Article Redirects and SEO Enhancements: During the migration process, the team sets redirection rules and makes sure that the new Document360 knowledge base doesn’t compromise existing SEO traffic.

Step 4: Set Permissions, Analytics, and Access Controls

After successfully migrating from Zendesk to Document360, the onboarding team configures permissions, analytics, and access controls for your documentation to match your model. The Analytics dashboard is enabled, showing you the documentation performance and user behavior.

Step 5: Final Review, Launch & Continued Support

Before the knowledge base goes live, the team tests the migrated content. All media, links, searchability, categories, navigation, and access permissions – everything functions as intended.

At the launch phase, Document360’s onboarding team assists with setting up a custom domain and DNS configuration. The team also helps with any issues that may arise after post-launch for a duration of up to 30 days.

After migration, continued support is provided for any technical issues, feature requests, and product feedback.

Real Customers Who Successfully Migrated from Zendesk to Document360

Network Ninja, a SaaS product company with three products in their portfolio, has successfully moved their knowledge base from Zendesk to Document360. They state that they face fewer customer calls since the switch.

Get to know more about Network Ninja’s migration story.

Perimeter 81, a leading Secure Access Service Edge (SASE), moved its knowledge base from Zendesk to Document360 as it decided to switch to one unified, scalable, and easy-to-use alternative.

Get to know more about Perimeter 81’s migration story.

Conclusion

Migrating from Zendesk to Document360 not only changes how the knowledge base appears; it lets you structure the content better, achieve a self-service experience, deliver fast and accurate search results, and support the growth of your team.

Choosing the right software for your knowledge base determines the overall customer experience and product growth. Make the right decision, considering the reasons mentioned in this article.