--- title: "Freshdesk integration with your Knowledge base in Document360" slug: "freshdesk" description: "Learn how to seamlessly integrate Document360, the #1 rated Knowledge Base Software, with Freshdesk. This guide covers basic setup, Eddy AI integration, multi-product support, and key features like searching and sharing articles, using AI to resolve queries, and creating knowledge base articles directly from Freshdesk. Enhance your customer support workflow with this powerful integration." tags: ["Help desk", "Extensions", "Freshdesk", "Integrations"] updated: 2026-05-26T11:41:30Z published: 2026-05-26T11:41:30Z --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.document360.com/llms.txt > Use this file to discover all available pages before exploring further. # Freshdesk **Document360** knowledge base can be integrated with **Freshdesk** as an extension. With this integration, your support agents can seamlessly carry out customer engagement and ticket conversations using support articles from your knowledge base, without switching between tabs. Support agents can also create articles in the **Document360** knowledge base directly from the **Freshdesk** environment. --- ## Basic setup guide To establish a connection between **Freshdesk** and the **Document360** knowledge base, follow the steps below: 1. Navigate to ****Connections**** (**) > **Extensions** in the left navigation bar****in the Knowledge base portal. 2. Scroll down to the **Freshdesk** extension under the **Help desks** section. 3. Click **Connect** on the tile to generate an API token. ![Document360 interface showing various extensions with a focus on connecting Freshdesk.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Freshdesk%20integration%20in%20extensions.png) 1. Copy the generated API token by clicking on the **Copy (**)** icon. ![Instructions to copy a token for installing Document360 in Freshdesk marketplace.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Freshdesk%20token%20ID%20copy.png) 1. If you wish to regenerate a token, click **Refresh token**. 2. From the **Default search preference** field select the option to fetch search results in Freshdesk’s Document360 app. The options are: 1. **Default workspace/language** - allow Eddy AI to fetch results from the default workspace or language. 2. **All workspaces/languages** - allow Eddy AI to fetch results from all the workspaces and languages in the knowledge base. 3. Navigate to the **Freshdesk** website and log in to your helpdesk. 4. Navigate to **Admin** > **Support Operations** section and select Apps. 5. In the [App Marketplace](https://www.freshworks.com/apps/freshdesk/), search for the **Document360** app. If you’re unable to locate the app, you can access it directly from the marketplace using the provided [link](https://www.freshworks.com/apps/document360/). 6. Input the copied API token and click **Install**. You can add multiple API keys from different **Document360** knowledge bases. Click the **Add key** button, then copy and paste the API key into the field using a similar flow, and click Install. Next, you can enable AI assistive search for the **Freshdesk** extension that allows agents to seamlessly fetch AI-powered responses from your knowledge base without leaving the **Freshdesk** interface, improving efficiency and response accuracy. To set up AI assistive search, 1. Click **Details**in the **Freshdesk** tile. 2. Enter the token generated in the **Freshdesk** **token** field. Refer the article on [How to find your API key](https://support.freshdesk.com/support/solutions/articles/215517-how-to-find-your-api-key) to find the **Freshdesk** token. 3. Turn on the **Include private notes** toggle to include information from private notes in articles while generating an AI response for a ticket. 4. Turn on the **AI assistive search** toggle to allow access to AI search in the **Freshdesk** extension. 5. Turn on the **AI suggestions & reply generator** toggle to get automatic AI-suggested articles and generate responses based on them for your support tickets. This makes it easy and convenient to handle support tickets on the **Freshdesk** platform. 6. Once done, click **Save**. > [!NOTE] > ** NOTE > > - The **Include private notes** toggle and **AI suggestions & reply generator** toggle will be turned off by default and will turn on automatically once you enter the Freshdesk token in the field. > - To enable the AI assistive search for **Freshdesk** extension you must enable the assistive search for KB widget and extensions in the Knowledge base settings. If you have not enabled the settings, the AI assistive search toggle will remain turned off. ![Freshdesk token details for Document360 app installation and configuration settings.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/freshdesk%20full%20details.png) ### Enhancing **Freshdesk** support: Find suggested articles and draft replies with Eddy AI Once you ensure AI search is enabled for the **Freshdesk** extension, 1. Click the pinned Document360 icon in the **Freshdesk** within the reply section of the ticket. The **Eddy AI recommended articles** will load in the side Document360 panel. 2. In the **Document360** panel, when you start typing in the search bar, it will prompt you to search the knowledge base using Eddy AI. > [!NOTE] > ** NOTE > > Eddy AI assistive search analytics will be captured for this extension. You can filter the analytics by selecting the **Freshdesk** extension as the source. 3. The workspace and language filters will appear based on the content access configuration set in the extension. 4. Click the Document360 icon in the reply pane to find the options below: 1. #### Drafting a reply using Eddy AI - On clicking the **Reply with Eddy AI** option, a suggested response is generated based on the context of the support ticket. - If Eddy AI is unsure about the reply, it will provide a fallback response. - The drafted reply will be generated in the same language as the conversation. - If the agent enters any text before clicking the **Reply with Eddy AI** option, the AI-generated reply will appear below the entered text. The agent can then review and edit the AI response as needed. Note that any unsaved text typed before generating the reply is not used by AI for context. - If the agent is not satisfied with the reply generated by Eddy AI, they can click the regenerate icon (**) to create a new response. - Click**Insert as reply** to add the generated response directly into the reply editor. - Click this copy icon **(**)** to copy the full response. - Agents can provide feedback (** & **) by marking the response as helpful or not helpful for analytics and improvement. > [!NOTE] > ** NOTE > > If AI credit usage alerts are enabled in the notification mapping settings, you will receive email notifications when credit consumption reaches 80%, 90%, and 100%. 1. #### Viewing suggested articles - The Knowledge base dialog opens with Eddy AI-recommended articles. - A maximum of 5 articles will be displayed. - Each recommended article includes: - Link article **(**)** option to insert the article URL into the reply. - Add content **(**)** option to insert article content into the reply. - While fetching articles, Eddy AI will consider the workspace filter applied. - Agents can also search for specific articles using the search bar within the panel. > [!TIP] > ** For Your Information > > When using Freshdesk’s Messaging API, new messages might not appear instantly. To keep things running smoothly, Freshdesk sometimes processes messages in batches, especially when there’s a lot of activity. This delay only affects the Messaging API. Tickets from forms, live chat, or other methods are not delayed. Because of this, features like **Draft reply** and **View suggested articles** might take a little longer to update with the latest data. --- ### Multi-product support If your company offers more than one product and maintains different **Document360**-powered knowledge bases for each product, managing multiple **Freshdesk** portals can be cumbersome. To address this, **Freshdesk** offers **Multi-Product Support**, a feature that allows you to handle customer support activities for different products from a single Freshdesk portal. The agent interface remains the same for these products unless segregated by automation rules. Agents can view tickets from all products in their ticket view. For seamless integration of multiple **Document360** knowledge bases with a single **Freshdesk** portal, refer to the [Multi-product setup guide](https://support.freshdesk.com/support/solutions/articles/37638-supporting-multiple-products-with-freshdesk). --- ## Feature highlights ### 1. Search for and share articles - Once the API key has been validated by **Freshdesk**, your **Document360** knowledge base is now successfully integrated with the **Freshdesk** environment. - **Document360** comes in handy when responding to your support tickets; you can search for and share articles with your customers from your integrated knowledge base with just a few clicks. You can do all this without having to leave the Helpdesk environment. ![Instructions for restricting article access in Document360 with highlighted steps.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Search%20article.png) While responding to open tickets, 1. You can find the **Document360** icon along with the formatting options in the ticket response panel. 2. Click the icon, and you can access the knowledge base on a side panel. 3. You can select the workspace and language of the knowledge base you want to access. 4. Now type in the search term in the search bar, and the relevant article list will be displayed below. 5. When you hover over the article with your mouse pointer, you can find two icons, Link article **(**)**and Add content **(**)** - Link article **(**)** inserts the article URL into the response. - Add content **(**)** inserts the entire content of the article inside the mail response. ![Instructions for restricting article access in Document360 with highlighted link analytics.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/add%20link%20and%20content.png) #### Automated article search In addition to manual search, the system automatically fetches AI-recommended articles based on the ticket context and displays them under **Recommended articles** when you open the panel by clicking on the Documen360 icon. ### 2. Create articles for knowledge base from **Freshdesk** You can now create articles for your knowledge base from the **Freshdesk** environment. 1. Click the **Document360** icon in the ticket response panel. 2. A side panel with knowledge base access would be displayed. 3. Now select the workspace and language in which you would like to create an article. 4. Select the **Create article** option at the top of the panel. 5. Use the Markdown editor to create the article. 6. Add the title of the article and select the category for the article. ![Instructions for restricting article access in Document360 with highlighted steps.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/create%20article.png) > [!NOTE] > ** NOTE > > - Article creation from the Freshdesk extension is controlled by an admin-level setting. If this option is disabled in the integration configuration, agents will not see the **Create article** option in the Freshdesk panel. > - You cannot create a new category from **Freshdesk**. You can only add articles to any existing categories. 1. Article body editor - Basic text formatting: Headings- H2 and H3, Bold, Italic, Ordered List, and Unordered List - Insert: Code block, Hyperlink, Image - Toggle between editor and display view ![image](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/6_Screenshot-Freshdesk_new_article_editor.png) 1. Once you have added the content for the article, click **Create**. --- ### FAQ #### How does Eddy AI handle tickets submitted in languages not directly supported? If a customer sends a ticket in a language that’s not part of the supported list (for example, Chinese): - AI first translates the ticket into the system’s default language (for example, German). - It then finds the answer in the German knowledge base. - Finally, it translates the reply back into the customer’s original language (Chinese) before sending. This way, agents can reply in the customer’s language even if the language is not supported by Eddy. If both the ticket and the system default language are the same (for example, German): - The AI will draft the reply directly in German (no translation needed). - When searching the knowledge base, it will directly show German articles. #### Why is the AI suggestions & reply generator option not visible in Freshdesk? If the AI suggestions & reply generator option is not visible in the Freshdesk extension, first ensure that your **Freshdesk** admin has updated the installed Document360 app to the latest marketplace version. In some cases, newly released AI capabilities may be temporarily unavailable while the latest Freshdesk app version is under marketplace review. During this period, the AI-related settings may not appear in the extension UI. Once the updated app version is published and installed, the AI suggestions, recommended articles, and reply generator options will become available automatically. #### Does the integration support multi-product management? Yes, Freshdesk offers Multi-Product Support to manage customer support activities for different products from a single portal. #### Will hidden articles show up in Algolia searches? No. If an article is hidden from KB Search, it will not appear in Algolia search results, AI recommendations, extensions, or widgets. #### Are notifications triggered when an article is created using the Freshdesk extension? No. Notifications are designed to capture article creation events only when articles are created directly within the portal. Articles created through the Freshdesk extension will not trigger these notifications. Application Programming Interface - A set of defined rules and protocols that allows one software application to communicate with and request functionality from another. APIs are the backbone of modern integrations. When Document360 connects to Slack, Intercom, or Google Analytics, it does so through their APIs. Document360 also provides its own REST API, enabling teams to programmatically manage articles, categories, and reader accounts from external systems. ## Related - [GitHub](/github-extension.md) - [Freshservice](/freshservice.md)