Zendesk

Zendesk is a customer support platform that helps teams manage questions, complaints, and other service requests. Integrating Document360 with Zendesk gives your support agents direct access to your knowledge base from within the Zendesk console. Agents can search and share articles, create new knowledge base content, and get AI-powered article suggestions and drafted replies using Eddy AI, all without leaving Zendesk.

Before you begin

• You need a Document360 project with admin access.
• You need API token access in both Document360 and Zendesk.
• API token access in both Document360 and Zendesk is required for federated search configuration.

How to set up the Zendesk integration

Setting up the integration involves three stages:

1. Install the Document360 app on Zendesk
2. Configure Document360 with Zendesk
3. Configure Zendesk federated search in Document360

To enable AI features after setup, see Enable AI functionalities for the Zendesk extension.

Install the Document360 app on Zendesk

1. Log in to your Zendesk Support console.
2. Go to the Zendesk Marketplace and click Apps.
3. In the Marketplace, search for Document360 in the Filter apps field.
4. Click Document360.
5. Click the How to install tab to review the instructions and complete any pre-installation tasks.
6. Click Install at the top right.
7. If you have multiple Zendesk accounts, select the intended account and click Install.

8. Enter the Title, Token, and restriction details in the respective fields.
9. Click Install.

Configure Document360 with Zendesk

To complete the connection, generate an API token in Document360 and paste it into the Zendesk app.

Step 1: Generate the API token in Document360

1. In the Document360 portal, navigate to Connections () > Extensions () in the left navigation bar.
2. In the Help desks section, click Zendesk.
3. Click Setup.
4. In the Generate API token setting, click Generate. The Generate extension token dialog appears.

5. Click Yes. The Connect with Zendesk dialog appears with your token displayed.
6. Click the Copy icon to copy the token.
7. Click Close.

Step 2: Enter the token in Zendesk

8. Go to the Zendesk platform and fill in the Title field.
9. In the Token field, paste the API token copied from Document360.
10. Add your preferred restriction settings. By default, this option is turned off.
11. Click Install.

Configure Zendesk federated search in Document360

Federated search lets your Document360 articles appear as an external source in Zendesk search results.

1. In the Document360 portal, navigate to Connections () > Extensions () in the left navigation bar.
2. In the Helpdesk section, click Zendesk.
3. Click Setup to open the Zendesk configuration page.

4. Click Configure in the Zendesk federated search setting. The Setup Zendesk federated search dialog appears.

5. Enter the following details:

   • Subdomain: Copy the subdomain from your Zendesk URL. For example, for the URL https://kovaico3776.zendesk.com/admin/apps-integrations/apis/zendesk-api/settings/tokens/, the subdomain is https://kovaico3776.zendesk.com.

   • Email ID: To find your admin email address, go to the Zendesk overview page, click Settings , and select Go to Admin center. In the left navigation bar, go to Channels > Email. Your admin email address is listed in the Support addresses section.

   • Zendesk API token: From the Zendesk overview page, click Settings and select Go to Admin center. In the left navigation bar, go to Apps and integrations > Zendesk API. Click Add API token and copy the generated token.

6. Click Validate to confirm the details you entered.

7. In the Sync with Zendesk dropdown, select the workspace and language from your Document360 project.

8. Click Save.

Your Document360 articles are now searchable as an external source within Zendesk.

Enable AI functionalities for the Zendesk extension

Enabling AI assistive search lets agents get AI-powered responses from your knowledge base and automatic article suggestions for support tickets without leaving Zendesk.

1. In the Document360 portal, navigate to Connections () > Extensions () in the left navigation bar.
2. In the Helpdesk section, click Zendesk.
3. Click Setup to open the Zendesk configuration page.
4. Click Modify in the Generate API token setting. The Connect with Zendesk dialog appears.
5. Enter your Zendesk token in the token field.
6. In the Default search preference field, select how Eddy AI fetches search results in the Zendesk Document360 app:
   • Default workspace/language: Eddy AI fetches results from the default workspace and language only.
   • All workspaces/languages: Eddy AI fetches results from all workspaces and languages in the knowledge base.
7. Enable the AI assistive search toggle to allow AI-powered search in the Zendesk extension.

8. Enable the AI suggestions and reply generator toggle to get automatic AI-suggested articles and generate responses based on them for your support tickets.
9. Click Save.

How to use Document360 in Zendesk

Search and share articles on ticket responses

While responding to support tickets, you can use the installed Document360 app to find and share relevant articles with customers directly from within the Zendesk environment, without switching tabs. The Document360 app appears on the right side of the open ticket response panel in Zendesk.

1. Click the Document360 app in the ticket panel. As it loads, Zendesk automatically searches for articles based on the ticket title.
2. To search manually, type a search term in the search field. Relevant articles are listed below.
3. Click Link article on the article you want to attach. The article link is inserted into your response. Once linked, the Linked label appears on that article in the list so you can identify it at a glance.
4. To preview an article before linking it, click Preview. In preview mode, you have three options:
   • Open Document360: opens the article in a new tab.
   • Link article: inserts the article link in your response message.
   • Insert content: adds the full article content to your response message.

Use Eddy AI to draft replies and find suggested articles

Once AI assistive search is enabled for the Zendesk extension, Eddy AI can recommend articles and draft replies based on ticket context.

1. Click the pinned Document360 icon in the Zendesk sidebar to open the Document360 panel. Eddy AI recommended articles load automatically.
2. When you start typing in the search bar, you are prompted to search the knowledge base using Eddy AI.

3. The workspace and language filters appear based on the content access configuration set in the extension.
4. In the reply pane, click the Document360 icon to access two options:

Draft reply using Eddy AI

• Eddy AI generates a suggested response based on the context of the support ticket.
• If Eddy AI is unsure about the reply, it provides a fallback response.
• The drafted reply is generated in the same language as the conversation.

View suggested articles

• The knowledge base dialog opens with Eddy AI-recommended articles.
• Up to 5 articles are displayed.
• Eddy AI considers the workspace filter applied when fetching articles.

Create an article from Zendesk

You can create knowledge base articles directly from Zendesk without needing additional user accounts in Document360.

1. Click Create an article in the Document360 app frame, or click the plus (+) icon.
2. Enter the Title of the article and select the category or subcategory where you want to place it.

3. Write the article content in the Markdown editor.
4. In the Article body editor, you can use basic text formatting including headings (H2 and H3), Bold, Italic, Ordered list, and Unordered list, and Insert options such as code block, Hyperlink, and Image.
5. Click Create. The article is saved in draft state. An editor can review and publish it from the Document360 portal.

Quick launch in the reply panel

You can also access Document360 directly from the chat controls at the bottom of the ticket reply panel.

1. Click the Document360 D icon in the chat controls to open the module.
2. Select the Document360 workspace and language you want to search.
3. Type in the search field. Relevant articles appear in the results.
4. From this panel, you can:
   • Link article: shares the article's Document360 URL in your response.
   • Insert article: inserts the article's full content into your response.
5. Click the plus (+) icon to create a new article for your Document360 knowledge base without leaving Zendesk.

Remove Document360 from Zendesk

1. In Zendesk, navigate to Apps and integrations > Apps > Zendesk Support apps in the left navigation pane. The My Apps page appears.
2. Locate the Document360 app in the list of installed apps.
3. Hover over the Document360 app.
4. Click the settings icon and select Uninstall.
5. In the Uninstall App prompt, click Uninstall App.

FAQ