--- title: "Zendesk" slug: "zendesk" description: "Learn how to install and configure Document360 in Zendesk, enable AI-powered responses, and streamline ticket resolution without switching tabs." tags: ["Extensions", "Zendesk "] updated: 2026-05-26T11:24:28Z published: 2026-05-26T11:24:28Z --- > ## 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. # Zendesk **Zendesk** is a customer support platform that helps teams manage questions, complaints, and other service requests. Integrating the **Document360** knowledge base with **Zendesk** allows support agents to: - Search and share articles directly in **Zendesk** without switching tabs. - Create new knowledge base articles without leaving the **Zendesk** interface. - Use AI-powered responses and article suggestions with Eddy AI. --- ## Prerequisites To integrate **Document360** and **Zendesk**, you will need - A **Zendesk** **Enterprise** or **Enterprise Plus** account for federated search. - A **Document360** project with admin access. - API token access in both platforms. ## Install the **Document360** app on **Zendesk** Install the **Document360** app in your **Zendesk** Support console so you can connect your knowledge base and access articles directly within **Zendesk**. 1. Log in to your **Zendesk** **Support** console. 2. Go to the **Zendesk**[**Marketplace**](https://www.zendesk.com/marketplace/) and click **Apps.** 3. In the newly opened Marketplace tab, enter **Document360** in the **Filter apps** field. 4. Click **Document360**. 5. Click the **How to install** tab to view the instructions and complete any pre-installation tasks. 6. Click **Install** at the top right. 7. If you have multiple accounts, select the intended account and click **Install**. ![](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/1_ScreenGif-Zendesk.gif) 8. To complete the installation, you will have to enter the **Title**, **Token**, and restriction details in the respective fields. 9. Once done, click **Install**. ### Configuring **Document360** with **Zendesk** To obtain an API token from **Document360**, follow the steps below. 1. Navigate to ****Connections**** (**) > **Extensions** in the left navigation bar****in the Knowledge base portal. 2. In the **Help desks** section, click **Zendesk**. 3. Click **Setup**. 4. In the Generate API token option, click **Generate**. Click **Refresh token** to regenerate the token. The **Generate extension token** dialog will appear. 5. Click **Yes**. The **Connect with****Zendesk** dialog will appear, where you will have your token displayed. 6. Click the Copy (**) icon****to copy the token. 7. Click **Close**. 8. Go to the **Zendesk** platform and fill in the **Title**field. 9. In the **Token** field, paste the copied API token from **Document360**. 10. Add your preferred restriction settings. By default, this option is turned off. 11. Click **Install**. ![](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Zendesk%20integration%20with%20token.gif.gif) --- ## Configuring ****Zendesk**** federated search in **Document360** Follow these steps to configure **Zendesk** federated search in **Document360**: ### Accessing **Zendesk** setup in **Document360** To set up **Zendesk** from the Knowledge base portal, follow the steps below: 1. Navigate to ****Connections**** (**) > **Extensions** in the left navigation bar****in the Knowledge base portal. 2. In the **Helpdesk** section, click **Zendesk**. 3. Click **Setup** to open the **Zendesk** **configuration**page. ![Document360 extensions page showing Zendesk setup and various integration options.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Zendesk%20integration%20from%20helpdesk.png) 4. In the **Zendesk** **configuration**page, click **Configure** in the **Zendesk** **federated search**setting. The **Setup****Zendesk** **federated search** dialog will appear. ![Image showing the option to configure Zendesk federated search](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1766652028677.png) 5. Provide the following details in the Zendesk platform: - **Subdomain**: Copy the subdomain from your **Zendesk** URL. 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**: 1. Go to the **Zendesk** **overview**page, click **Settings**(**), and select **Go to Admin center**. 2. In the left navigation bar, go to **Channels** and click **Email** to view email configurations. 3. In the **Support addresses** section, locate your **Zendesk** account’s admin email address. - **Zendesk** **API Token**: 1. From the **Zendesk** **overview**page, click **Settings**(**), and select **Go to Admin center**. 2. In the left navigation bar, go to **Apps and integrations** >******Zendesk** **API**. 3. 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 desired **workspace** and **language** in your Document360 project.**** 8. Once the configuration is complete, click **Save**. You can now search and access your Document360 articles as an external source within the **Zendesk** platform. ![](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1766652252419.png) > [!NOTE] > ** NOTE > > To ensure seamless synchronization, the language codes must match between the Zendesk ticketing platform and Document360. --- ## Enabling AI functionalities for **Zendesk** extension from the Knowledge base portal Enabling AI assistive search for the **Zendesk** extension allows agents to seamlessly fetch AI-powered responses from your knowledge base without leaving the **Zendesk** interface, improving efficiency and response accuracy. To set up AI assistive search, 1. Navigate to ****Connections**** (**) > **Extensions** in the left navigation bar****in the Knowledge base portal. 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 will appear. 5. Enter the token generated in the **Zendesk** **token** field. 6. From the **Default search preference** field select the option to fetch search results in Zendesk’s Document360 app. The options are: 1. **Default workspace/language** - allow Eddy AI to fetch results from the default workspace or language. 2. **All workspaces/languages** - allow Eddy AI to fetch results from all the workspaces and languages in the knowledge base. 7. Enable the **AI assistive search** toggle to allow access to AI search in the **Zendesk** extension. > [!NOTE] > ** NOTE > > To enable the AI assistive search for **Zendesk** extension you must enable the assistive search for KB widget and extensions in the Knowledge base settings. If you have not enabled the settings, the AI assistive search toggle will remain turned off. 8. Enable the **AI suggestions & reply generator** toggle to get automatic AI-suggested articles and generate responses based on them for your support tickets. This makes it easy and convenient to handle support tickets on the **Zendesk** platform. 9. Once done, click **Save**. ![Connecting Zendesk with Document360, including API token and search preferences settings.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1766652652108.png) ### Enhancing **Zendesk** support: Find suggested articles and draft replies with Eddy AI Once you ensure AI search is enabled for the **Zendesk** extension, 1. Click the pinned Document360 icon in the **Zendesk** sidebar or open it from the sidebar. The **Eddy AI recommended articles** will load in the Document360 panel. 2. In the **Document360** panel, when you start typing in the search bar, it will prompt you to search the knowledge base using Eddy AI. > [!NOTE] > ** NOTE > > Eddy AI assistive search analytics will be captured for this extension. You can filter the analytics by selecting the Zendesk extension as the source. 3. The workspace and language filters will appear based on the content access configuration set in the extension. 4. Click the Document360 icon in the reply pane to find the two options below: 1. #### Drafting a reply using Eddy AI - On clicking this option, a suggested response is generated based on the context of the support ticket. - If Eddy AI is unsure about the reply, it will provide a fallback response. - The drafted reply will be generated in the same language as the conversation. > [!NOTE] > ** NOTE > > If AI credit usage alerts are enabled in the notification mapping settings, you will receive email notifications when credit consumption reaches 80%, 90%, and 100%. #### ![Image showing the options to draft reply and view suggested articles using Eddy AI](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1744700584981.png) 1. #### Viewing suggested articles - On clicking this option, the Knowledge base dialog opens with Eddy AI-recommended articles. - A maximum of 5 articles will be displayed. - While fetching articles, Eddy AI will consider the workspace filter applied. ![Image showing recommended articles in the Zendesk platform](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Zendesk_suggested_articles.png) > [!TIP] > ** For Your Information > > When using Zendesk’s Messaging API, new messages might not appear instantly. To keep things running smoothly, Zendesk sometimes processes messages in batches, especially when there’s a lot of activity. This delay only affects the Messaging API. Tickets from forms, live chat, or other methods are not delayed. Because of this, features like **Draft reply** and **View suggested articles** might take a little longer to update with the latest data. --- ## Searching and sharing articles on ticket responses While responding to support tickets, you can use the installed Document360 app to respond to customers. You can directly access the Knowledge base in the **Zendesk** environment. ![4_Screenshot-Search_and_Share_article.png](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1758461671758.png) The installed app is available on the right side of the open ticket response panel. 1. Click the **Document360** app. 2. As the **Document360** frame loads, **Zendesk** will automatically search for articles based on the title of the support ticket. 3. You can always type in the search term in the field, and the relevant articles will be listed below. 4. Click **Link article** of the article you wish to attach. 5. You can also preview the article by clicking on **Preview**. 6. In the preview mode, there will be three options, - **Open****Document360** - The article opens in a new tab. - **Link article** - Insert the article link in your response message. - **Insert content** - Add the entire article's content to your response message. 7. This makes it easier and more instantaneous for agents to respond to customers as they don't have to navigate between the Document360 and **Zendesk** tabs. 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. --- ## Creating an article on the Knowledge base from **Zendesk** On the **Zendesk** platform, you can create articles in your Knowledge base without the need for additional team accounts. ![5_Screenshot-Creating_Articles_From_Zendesk.png](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1758461643831.png) 1. Click **Create an article** in the **Document360** app frame or click the plus (**+**) icon. 2. Add the **Title** of the article and select the **category or subcategory** in which you want to place the new article. > [!NOTE] > ** NOTE > > You can 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, Italic, Ordered list, and Unordered list, and **Insert** options such as code block, Hyperlink, and Image are available. 3. Once done, click **Create**. 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 panel In the chat controls at the bottom, click the **Document360** logo represented by the **D** icon to open the module. ![6_Screenshot-quick_Launch.png](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1758461570066.png) 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 panel, you can either: **Link article** - to share the article's Document360 URL (or) **Insert article** - to insert the article's content in the response 4. Click the plus (**+**) 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. On the **Zendesk** platform, from the left navigation pane, navigate to **Apps and integrations** > **Apps**> **Zendesk** **Support apps**. The**My Apps** page will appear. 2. You can find the list of apps currently installed. 3. Hover over the **Document360** app. 4. Click the settings (**) icon and then click **Uninstall**. 5. In the **Uninstall App** prompt panel, click **Uninstall App.** --- ## Troubleshooting ### **Zendesk** federated search configuration error **Error**: **Zendesk** configuration is incorrect This error might occur if your **Zendesk** plan does not support federated search or if the API token, email ID, or subdomain is incorrectly configured. **Zendesk** federated search is available only for **Zendesk** Enterprise and Enterprise Plus account-holding users. Ensure that your plan supports this feature by verifying your subscription with **Zendesk**. **Steps to resolve**: 1. **Verify your****Zendesk** **plan**: If you are not an Enterprise user, upgrade your **Zendesk** account to access federated search. 2. **Check configuration details**: Ensure that the API token, email ID, and subdomain are correctly entered as per the **Zendesk** documentation. If you are an Enterprise plan user and still experiencing issues, reach out to [Document360 support](https://support.document360.com/)with the following details: - A screenshot of the subdomain added in both Document360 and **Zendesk**. - The HAR file logs to capture request details. Read the article on [Generating a HAR file](/help/docs/document360-support-generating-a-har-file) for more information. ![Image showing Zendesk configuration error](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/9_ScreenShot-Zendesk.png) --- ### FAQ #### **Can I push multiple articles from** **Zendesk** **to Document360 simultaneously?** You can transfer articles from Document360, but the process involves pushing articles one at a time, individually. ## Related - [API tokens](/api-tokens.md) - [Configure AI assistive search](/configure-ai-assistive-search.md) - [Freshdesk](/freshdesk.md)