Freshservice

The Freshservice extension connects your Document360 knowledge base to your Freshservice service desk, so IT support agents can search, share, and create knowledge base articles without leaving a ticket. Instead of switching between Freshservice and the knowledge base portal to find the right article and paste a link into the response, agents have a Document360 sidebar embedded directly in the ticket view. The moment a ticket opens, Freshservice automatically searches the knowledge base using the ticket title and surfaces matching articles — so relevant content is ready before the agent even starts typing a response.

Agents can also create new knowledge base articles directly from a ticket, turning every resolved support query into documented knowledge without leaving Freshservice.

When to use the Freshservice extension

• Your IT support team handles tickets in Freshservice and needs quick access to knowledge base articles during resolution without switching tabs.
• You want Freshservice to automatically suggest relevant articles the moment an agent opens a ticket, so agents can resolve common issues faster without manually searching.
• You want agents to contribute new articles to the knowledge base directly from Freshservice, without needing access to the Document360 portal.
• You manage multiple Document360 knowledge bases and want agents in Freshservice to access all of them from a single sidebar without separate logins.

Before you begin

• You must have an active Freshservice account. If you don't have one, sign up at freshservice.com.
• Only an Admin or Owner in Document360 can generate the API token required for this setup.

How to connect Freshservice to Document360

Step 1 — Generate the API token in Document360

1. Navigate to Connections > Extensions in the left navigation bar of the Knowledge base portal.
2. Under the Help desks section, locate Freshservice and click Connect.

3. An API token is generated automatically. Click the Copy icon to copy the token.

Step 2 — Install the Document360 app in Freshservice

4. Log in to your Freshservice account.
5. Navigate to Admin > Automated & Productivity > Apps.
6. In the Apps marketplace, search for Document360.
7. Paste the copied API token into the field and click Install.

The integration is now active. You can integrate multiple Document360 knowledge bases by repeating this process with different API tokens.

How to search and share articles in Freshservice

Once connected, agents can access your knowledge base from within any ticket:

1. Open a ticket in Freshservice and locate the Document360 icon in the response toolbar.
2. Click the icon to open the knowledge base sidebar.
3. Select the relevant workspace and language from the dropdowns.
4. Use the search bar to find articles, or review the Recommended articles that Freshservice automatically suggests based on the ticket title.
5. Hover over an article to reveal two options:
   • + Link — adds the article URL to your response.
   • + Content — pastes the full article content into your response.

6. Click Send to share the response with the requester.

How to create an article from Freshservice

Agents can create new knowledge base articles directly from a ticket without opening the Document360 portal:

1. Click the Document360 icon in the ticket response area.
2. In the sidebar, click + Create article.
3. Select the appropriate workspace and language.
4. Enter a title and select an existing category for the article.
5. Write the article content using the built-in editor. Available formatting options include:
   • Headings (H2, H3), Bold, Italic, Numbered list, Bullet list
   • Code blocks, Hyperlinks, Images
   • Toggle between Edit and Preview modes

6. Click Publish to add the article to your knowledge base.

Best practices

• Make use of Recommended articles before manually searching. Freshservice auto-suggests articles based on the ticket title, which often surfaces the most relevant content immediately — no need to type a single keyword for common queries.
• Use + Content when the article fully answers the requester's question and you want to include the information inline. Use + Link when the article is supplementary or the requester may need to reference it repeatedly.
• Encourage agents to use + Create article when they resolve a ticket using knowledge that isn't yet in the knowledge base. This turns every resolved ticket into a documentation opportunity and reduces the chance another agent has to handle the same query without guidance.
• Add articles to the most specific relevant category when creating from Freshservice — broad or mismatched categories make content harder to find for future agents and readers.
• If you manage multiple Document360 knowledge bases, install each API token separately in Freshservice so agents can access all relevant bases from the same sidebar without switching accounts.
• Share article links using + Link over copying and pasting article content. Links always reflect the latest version of the article; pasted content becomes outdated if the article is updated later.
• Remind agents to select the correct workspace and language from the sidebar dropdowns, especially in multilingual projects. Searching in the wrong workspace returns irrelevant results and can slow down ticket resolution.

FAQ