Equip your customer support hub with One-touch Knowledge base access

Add the Document360 app to your Zendesk platform to make the most of your knowledge base.

With Document360 connected to Zendesk, you can provide on-point response to customer queries by searching for and sharing support articles without having to toggle between different tabs on your browser.

App highlights

Search articles Share links & articles Create articles

Why Document360 app?

One-click access to your knowledge base without leaving Zendesk.
Agents sign in with their own account and see only the content they’re allowed to.
Add context to your conversations with links.
Share entire article or excerpts in chat.
Create articles for Knowledge base on the go.

Search and share articles on ticket response

While responding to support tickets, you can make use of the installed Document360 knowledge base app to respond to customers with support articles. Just click on the app icon and in the search window type in the keyword you’re looking for. You can share either the support article link, or content from the article.

When agents sign in with their own Document360 account, search results follow their permissions, and every search and Eddy AI query is tracked against them in analytics.

Create article on knowledge base from Zendesk

Did not find the article you’re looking for (or) would like to add an article on the go? Your agents can create articles in your knowledge base. Agents can create content directly from Zendesk. If you require sign-in, only agents with a user account and the right content role can create articles, while readers browse published content. Make use of markdown editor to author new articles.

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Here is how you connect Document360 with Zendesk

In the Document360 Knowledge base portal, go to Connections > Extensions.
Under Help desks, click Zendesk, then click Setup.
Under Generate API token, click Generate, confirm with Yes, and copy the token.
Log in to your Zendesk Support console.
Go to the Zendesk Marketplace and click Apps.
Search for Document360 in the Filter apps field and click the app.
Open the How to install tab and complete any pre-installation tasks.
Click Install at the top right. If you have multiple Zendesk accounts, select the account and click Install again.
Enter a name for the app in the Title field, and paste the Document360 API token in the Token field.
Optionally, select Enable role restrictions or Enable group restrictions to limit which agents can use the app.
Click Install. The Document360 app now appears in the ticket panel for your agents.

To require each agent to sign in with their own Document360 account or SSO, go to Connections > Extensions > Zendesk > Setup and select Require agents to sign in to Document360.

Using Zendesk federated search, Ticket deflector or Eddy AI ticket escalation? Connect with your Zendesk account instead of an API token, because Zendesk API tokens stop working after April 30, 2027.

Check out our installation guide.