---
title: "Freshservice"
slug: "freshservice"
description: "Discover how to integrate Document360, the #1 rated Knowledge Base Software, with Freshservice for enhanced IT service management. This guide covers basic configuration steps, Eddy AI integration, and key features including searching and sharing articles, using AI to resolve queries, and creating knowledge base content directly from Freshservice. Learn how to streamline your IT support workflow with this powerful integration, available for Business and Enterprise Freshservice plans."
updated: 2025-12-22T10:20:19Z
published: 2026-01-31T09:30:11Z
---

> ## 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.

# Freshservice

Enhance your IT service management with **Document360** knowledge base integration for **Freshservice**. This powerful combination allows your IT support team to effortlessly access and share knowledge base articles during ticket resolution, all without leaving the **Freshservice** interface.

Additionally, support agents can contribute to the knowledge base by creating new articles directly from **Freshservice**.

---

## Basic configuration steps

Follow these steps to set up the **Document360** integration with **Freshservice**:

1. Navigate to ****Connections**** (**) > **Extensions** in the left navigation bar****in the Knowledge base portal.
2. Locate **Freshservice** in the **Help desks** section.
3. Click **Connect** to generate an API token.

![Document360 extensions page highlighting the Freshservice connection option for ticket management.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Freshservice%20integration%20in%20extensions.png)
4. Copy the generated API token.

![Freshservice token details for Document360 app installation instructions and token display.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Freshservice%20token%20ID.png)
5. To create a new token, use the Refresh token option.
6. Log in to your Freshservice account.
7. Navigate to **Admin**> **Automated & Productivity** > **Apps**.
8. In the Apps marketplace, search for **Document360**.
9. Paste the copied API token and click **Install**.

You can integrate multiple **Document360** knowledge bases by repeating this process with different API keys.

---

## Feature highlights

### Search and share articles

![](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/2_Screenshot-Freshservice_search_bar.png)

Once integrated, **Document360**'s knowledge base becomes a powerful tool for resolving IT service requests:

1. When responding to a ticket, locate the **Document360** icon in the response toolbar.
2. Click the icon to open the knowledge base sidebar.
3. Choose the relevant workspace and language.
4. Use the search bar to find articles or browse the auto-suggested articles based on the ticket title.
5. Hover over an article to reveal two options:
  1. **+Link**: Adds the article URL to your response.
  2. **+Content**: Pastes the full article content into your response.

![](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/3_Screenshot-Freshservice_link_connect.png)

#### Automated article search

Apart from the regular search, to make things convenient, **Freshservice** will automatically search the knowledge base using the ticket title and return matching articles under Recommended articles as soon as you click on the **Document360** icon.

### Create articles for knowledge base from **Freshservice**

You can add articles to your knowledge base directly from **Freshservice**:

![](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/4_Screenshot-Freshservice_create_article.png)

1. Click the **Document360** icon in the ticket response area.
2. In the sidebar, select **+Create article**.
3. Choose the appropriate workspace and language.
4. Provide a title and select a category for the new article.
5. Use the built-in editor to craft your article:
  - Basic formatting options: H2, H3, Bold, Italic, Numbered List, Bullet List.
  - Insert features: Code blocks, Hyperlinks, Images.
  - Toggle between edit and preview modes.

![](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/5_Screenshot-Freshservice_text_editor.png)

1. After completing the article, click the **Publish** button to add it to your knowledge base.

> [!NOTE]
> ** NOTE
> 
> New categories cannot be created from **Freshservice**. Articles can only be added to existing categories.

## Related

- [Freshdesk](/freshdesk.md)