Document360 version 11.3.2 is now live, introducing an enhancement to extend Eddy AI’s capabilities. This release adds Eddy AI to the Zendesk extension, along with minor security updates and performance improvements.
Features/Enhancements
Eddy AI now available in the Zendesk extension
Category: Extensions | Feature
Document360's Zendesk extension now integrates with Eddy AI. Eddy AI can now recommend articles from the knowledge base and generate replies based on the context of the ticket. The extension has also been refined with an improved UI, featuring a new AI assistive search toggle in the integrations’ setting, enhanced workspace and language selection options, and an intuitive layout within the reply pane for quick access to AI-generated suggestions. Visual indicators, banners, and tooltips have also been added to guide agents through the AI-powered features. Admins can also configure content access preferences and monitor AI usage through enhanced analytics.
For more information, reader the article on Zendesk.
NOTE
Minor security updates, bug fixes, and performance improvements have also been implemented across the Knowledge base portal and Knowledge base site.
For your information (FYI)
KB Site 1.0 support ends in December 2025. Upgrade to KB Site 2.0 to access new features, enhanced security, and full compliance with WCAG 2.1 AA. Our team will take care of the entire migration for you, requiring no effort on your part.