Zendesk is customer support software that allows businesses to effectively manage customer questions, complaints, or any other support requests. Zendesk's internal knowledge base says that it's an additional part of a larger flagship product rather than a standalone platform.

You need a core knowledge base platform that offers everything you would look for, from a help authoring tool and much more.

With the Document360 knowledge base integrated into your Zendesk platform, your support agents can provide on-point responses to customer queries by searching for and sharing support articles without toggling between different tabs on their browsers.

Without leaving the Zendesk environment, agents can create articles on the Document360 knowledge base efficiently.


Here is the list of enhancements when compared with the previous integration (Document360 app in the Zendesk window)

  • Project workspace and language selection are available at the top
  • The project name is displayed in full and not truncated
  • Document360's brand color and styling
  • The "Open in Knowledge base" option moved next to the article title
  • Create root-level categories and subcategories in Zendesk
  • The article creation module is similar to the Document360 portal interface
  • When you link an article in a response chat, a "Linked" label appears next to the article
  • The last updated date information is now visible in the article
  • The Document360 quick access icon is available in the Zendesk reply section's toolbar
  • If the search did not bring up any results, the "Create a new article" option is displayed
What's new!

Zendesk federated search
Now, using the Zendesk federated search within the Zendesk interface, you can effortlessly search for and access Document360 content.

Basic setup guide

Installing Document360 on Zendesk

Before you can make use of Document360, the app needs to be installed separately on your Zendesk support console. Visit Zendesk and log in to your account.

  1. Go to the Zendesk Marketplace and click Apps

  2. In the newly opened Marketplace tab, enter Document360 in the search bar

  3. Select the app

  4. Select the How to install section to view and complete any pre-install tasks

  5. Click Install on the top right

  6. If you have multiple accounts, select the intended account and click on Install again


Now, the window prompts you to enter Title, Token and Roles restriction settings.

Configuring Document360 with Zendesk

To obtain an API token from Document360, follow the steps below.

  1. Go to the Document360 project dashboard and click Settings

  2. In Settings → Knowledge base portal → Extensions

  3. Under the Helpdesk tab, you can find the Zendesk assistant

  4. Click Setup and click Generate to generate an API token

  5. Click Copy to copy the token

  6. Navigate to Zendesk and the Document360 configuration page after installing the app from the Zendesk marketplace.


  1. Enter the title

  2. In the Token field, paste the copied API token from Document360

  3. Add your preferred restriction settings. By default, this option is turned off

  4. Click Install


Feature highlights

Search and share articles on ticket responses

While responding to support tickets, you can use the installed Document360 knowledge base app to respond to customers. You can access the knowledge base in the Zendesk environment.


  1. The installed app is available on the right side of the open ticket response window

  2. Click the Document360 app

  3. As the Document360 frame loads, you find that Zendesk automatically searches for articles based on the title of the support ticket

  4. You can always type in the search term in the field, and the relevant articles are listed below

  5. If you're sure you've found the article you've searched for, click on "Link article"

  6. You can always click on the article if you know the title and view it in "Preview" mode

  7. In the preview mode, there would be three options

  8. Below, there would be three options

    • Open Document360, where the article link opens in a new tab
    • Link article would insert the article link in your response message
    • Insert content option would add the entire article's content to your response message
  9. This makes it easier and more instantaneous for agents to respond to customers as they don't have to navigate between tabs

Linked label

Once you link an article to a response, the "Linked" label isn't in the article list. This helps you identify the article that is already linked to the conversation.

Create an article on the Knowledge base from Zendesk

Without leaving Zendesk, you or any of your support agents can create articles in your knowledge base, and there is no need for additional team accounts.


  1. Click Create an article in the Document360 app frame or click on the "+" icon
  2. Now add the title of the article and select the category or subcategory in which you want to place the new article
Create categories and subcategories

You can now create root-level categories and subcategories on your knowledge base from Zendesk.

  1. You can author the content of your article in the Markdown editor

  2. In the Article body editor, basic text formatting such as headings (H2 and H3), Bold, Italics, Ordered list, and Unordered list. And for insert options, code block, Hyperlink and Image are available.

The article is created in a draft state, allowing your editors to review and enhance it before publishing it on the knowledge base.

Document360 quick-launch in the reply window

In the chat controls, you can find the Doucment360 icon as the D logo; click it, and the module opens.


  1. Select the Document360 workspace and language you want to refer to

  2. The relevant articles appear when you use the search

  3. From this window, you can either
    "Link article" (share the article's Document360 URL)
    "Insert article" (inserts the article's content in the response)

  4. Click on the "+" icon to create articles for your Document360 Knowledge base from Zendesk

Removing Document360 from Zendesk

To uninstall a configured Document360 application from Zendesk, follow the steps below:

  1. Navigate to the My Apps page

  2. You can find the list of apps currently installed

  3. Hover over the Document360 app

  4. Click the app options icon and select Uninstall

  5. In the Uninstall App window, click Uninstall App