The Document360 app in Zendesk lets you find and share knowledge base articles while you work on a ticket. You can read articles in the ticket's side panel, link or insert them in your reply, draft replies with Eddy AI, and create new articles without leaving Zendesk.
Before you begin
- Your admin must install and connect the Document360 app. See Set up the Document360 app for Zendesk.
- Eddy AI options appear only if your admin has enabled AI features for the app.
- If your admin requires agents to sign in, you need a Document360 user account or reader account in the project.
Sign in to the Document360 app
If your admin requires agents to sign in, you sign in once before you can search or share articles.
- Open a ticket in Zendesk.
- Open the Document360 app in the ticket's side panel. The Access your knowledge base screen appears.
- Click Sign in.
What happens next depends on how your admin set up sign-in:
- If silent agent sign-in is set up and your Zendesk email address matches your Document360 email address, you're signed in right away. You aren't asked for a password.
- Otherwise, a sign-in window opens. Sign in with your Document360 credentials or your organization's SSO.
Once you're signed in, the app shows the articles your account can access. You stay signed in when you switch between tickets.
To sign out, click your initials at the top right of the app and select Log out. The menu also shows the email address you're signed in with.
If you don't have a Document360 account in the project, ask a project owner or admin to add you as a user or reader.
Find articles for a ticket
When you open the Document360 app in a ticket, it shows articles that match the ticket.
- Recommended articles: Articles that may help you resolve the ticket, listed under RECOMMENDED ARTICLES.
- Search: Type a term in the Ask Eddy AI (or) Search article field to search the knowledge base yourself.
- Filter: Click the filter icon to search all workspaces and languages, or select Specific under Workspace or Language to narrow the results.
Read an article in the side panel
- Click an article title. The article opens in the side panel.
- To read it in a larger window, click the Expand to popup () icon. To return to the side panel, click the collapse () icon in the popup.
- To open the article on your knowledge base site, click the open in new tab icon next to the article title. The article opens in a new browser tab.
- To return to the list of articles, click Back.
The app remembers whether you prefer to read articles in the side panel or in the larger window.
Share an article in your reply
From an open article, choose how to add it to your reply:
- Link article: Adds a link to the article in your reply.
- Insert content: Adds the full article content to your reply.
You can also share an article directly from the list, without opening it. Next to the article, click the Link article icon to add its link, or the Add content (+) icon to add its content.
Use Eddy AI to draft replies and find answers
When AI features are enabled, Eddy AI helps you answer the ticket.
- Ask Eddy AI: At the top of the app, Click to ask Eddy AI suggests a question based on the ticket. Click it to get an Eddy AI generated answer from your knowledge base. You can also type your own question in the search field.
- Draft a reply: In the reply pane, click the Document360 icon and select Draft reply with Eddy AI. Eddy AI writes a suggested reply based on the ticket, in the same language as the conversation.
- View suggested articles: In the reply pane, click the Document360 icon and select View suggested articles to see up to five recommended articles.
To give feedback on an Eddy AI answer, click Share your feedback below it, add an optional comment, and click Submit. Select Notify me if you want to hear back.
If you signed in to the app, your Eddy AI searches and feedback are linked to your Document360 account in Eddy AI search analytics.
When you use Zendesk's Messaging API, new messages might not appear right away, because Zendesk sometimes processes messages in batches when activity is high. Draft reply and View suggested articles may take a little longer to reflect the latest messages. Tickets from forms, live chat, and other channels are not affected.
Create an article from Zendesk
You can turn a ticket's solution into a knowledge base article. If your admin requires agents to sign in, this option is available only if your content role allows creating articles. Readers don't see the Create option.
- In the Document360 app, click Create.
- Select New Article. To create a category instead, select New Category.
- Enter the article Title.
- Select the category or subcategory for the article. You can also create a root-level category or subcategory here.
- Write the article content in the Article body editor. It's a Markdown editor that supports headings (H2 and H3), bold, italic, ordered and unordered lists, code blocks, hyperlinks, and images.
- Click Create.
The article is saved as a draft. An editor must review and publish it from the Knowledge base portal. If you signed in, the article shows you as its creator.
Use quick launch in the reply panel
You can also open Document360 from the controls at the bottom of the reply panel.
- Click the Document360 icon in the reply controls.
- Select the workspace and language to search.
- Type a search term.
- For any result, select Link article to add the article's URL to your reply, or Insert article to add its full content.
To create an article from here, click the plus (+) icon.
FAQ
Are articles created from Zendesk published immediately?
No. They are saved as drafts. An admin, owner, or editor must review and publish them from the Knowledge base portal before they appear on your knowledge base site.
Can I create several articles from Zendesk at once?
No. You create articles one at a time.
Why can't I see some articles or the Create option?
If you signed in, the app shows only the content your Document360 account can access. Readers see only published content and never drafts, hidden articles, or private notes. The Create option is available only if your content role allows creating articles.
Why was I signed out of the app?
Your admin refreshed the project's Document360 API token, or you were removed from the project. Open the app and click Sign in again. If you were removed from the project, ask a project owner or admin to add you back.