https://docs.document360.com/docs The Ticket deflectors overview page is where you manage all your existing ticket deflectors, monitor their status, edit their content, connect your helpdesk, and embed deflector links across your knowledge base site. Accessing the overview page Navigate to {{variable.Settings}} () in the left navigation bar of the Knowledge base portal. In the left navigation pane, go to {{variable.Knowledge base site}} > Ticket deflectors. The overview page lists all configured ticket deflectors with the fol ... Fri, 23 Oct 2026 05:25:49 GMT Site customization > Reader engagement > Ticket deflectors https://docs.document360.com/docs/accessing-the-ticket-deflectors https://docs.document360.com/docs/accessing-the-ticket-deflectors If you encounter issues while logging in to the Knowledge base portal using SSO, refer to the following common errors and their solutions: User access not assigned in IdP Error: Sorry, but we're having trouble signing you in. Your administrator has configured the application Document360 to block users unless they are specifically granted (assigned) access to the application. You may also see this error phrased as: Error: You do not have assigned access. NOTE This error indicates that the user ... Fri, 23 Oct 2026 05:08:00 GMT User & reader management > Troubleshooting user & reader management issues https://docs.document360.com/docs/sso-login-issues https://docs.document360.com/docs/sso-login-issues Set up OpenID Connect (OIDC) SSO so your users and readers sign in to Document360 through your identity provider (IdP), such as Okta, Auth0, or ADFS, instead of with a separate Document360 password. OpenID Connect is built on OAuth 2.0: your IdP confirms who is signing in and sends Document360 a signed token, and Document360 grants access. What OpenID Connect gives you Your IdP's security rules apply to Document360. Multi-factor authentication (MFA), conditional access policies, and session con ... Fri, 23 Oct 2026 04:57:58 GMT User & reader management > Single Sign-On (SSO) > OpenID https://docs.document360.com/docs/openid https://docs.document360.com/docs/openid If you or your users can't sign in to Document360 through OpenID Connect SSO, find the error you see below and follow the steps to fix it. Most of these errors come from a setting in your identity provider (IdP) application, so you usually fix them in your IdP, not in Document360. SSO Login Fails with HTTP ERROR 500 Error: During SSO login using Azure AD (Microsoft ADFS OpenID), the following error appears: "This page is not working at the moment – identity.document360.io can't currently handl ... Fri, 23 Oct 2026 04:55:51 GMT User & reader management > Troubleshooting user & reader management issues https://docs.document360.com/docs/openid-sso-issues https://docs.document360.com/docs/openid-sso-issues If your identity provider (IdP) supports OpenID Connect but isn't listed in Document360, you can still connect it so your users and readers sign in to Document360 with their existing IdP credentials. You create an OpenID Connect application in your IdP, exchange the redirect URLs, client credentials and authority between the two tools, and then choose the optional SCIM provisioning and sign-in settings. This guide covers any OpenID Connect-compatible IdP, such as PingOne. If you use Okta, Auth0 ... Fri, 23 Oct 2026 04:50:48 GMT User & reader management > Single Sign-On (SSO) > OpenID https://docs.document360.com/docs/other-configurations-with-openid-sso https://docs.document360.com/docs/other-configurations-with-openid-sso Duplicate Content Detection is an Eddy AI feature in Document360 that scans your published articles, identifies repeated text blocks, and recommends converting them into reusable snippets. Use it to maintain a consistent single source of truth across your knowledge base and reduce the maintenance overhead of updating the same content in multiple places. When to use Duplicate content detection Your knowledge base has grown over time: As article count increases, the same explanatory text tends t ... Thu, 22 Oct 2026 09:29:16 GMT AI features > AI Knowledge pulse https://docs.document360.com/docs/duplicate-content-detection https://docs.document360.com/docs/duplicate-content-detection This article covers how to enable Ask Eddy AI for your knowledge base, configure where it appears, use it as a reader, set up PDF search, and localize its UI text. Before you begin You must have Admin or Owner level access to your Document360 portal. Your knowledge base content must be Published. Draft, unpublished, and archived articles are not indexed by Eddy AI. If you want PDF attachments indexed, ensure the files are 40 MB or smaller and are embedded, attached, or linked from external dri ... Thu, 22 Oct 2026 09:22:55 GMT AI features > AI for knowledge base site > AI assistive search https://docs.document360.com/docs/configure-ai-assistive-search https://docs.document360.com/docs/configure-ai-assistive-search When a project has multiple workspaces, a workspace selection dropdown appears at the top left of the knowledge base site. This allows readers to switch between workspaces directly from the site. If you want to remove this dropdown, for example, to simplify the site header or prevent readers from navigating between workspaces, you can hide it using a CSS snippet. NOTE How will readers navigate between workspaces without the dropdown?If you hide the workspace dropdown, readers must know the exa ... Thu, 22 Oct 2026 09:04:46 GMT Site customization > Article layout customization > Tips & Tricks https://docs.document360.com/docs/how-to-hide-the-project-versions-dropdown-in-the-knowledge-base-site https://docs.document360.com/docs/how-to-hide-the-project-versions-dropdown-in-the-knowledge-base-site When you create a new Document360 project, a default workspace named v1 is automatically created for you. As your documentation grows, you can add more workspaces to separate content by product, version, or audience. When do you need a new workspace? The default v1 workspace is sufficient for many teams. You need an additional workspace when your documentation has grown to a point where a single workspace no longer serves all your audiences or content areas cleanly. Here are the most common sce ... Thu, 22 Oct 2026 09:02:15 GMT Content management > Workspaces & languages https://docs.document360.com/docs/workspaces https://docs.document360.com/docs/workspaces This article explains how Eddy AI is tested and defended against misuse, harmful content, and adversarial attacks. All testing described here is done for defensive purposes - to make Eddy AI safer and more reliable for you. Moderation API What it is: An automated safety filter that screens both incoming user prompts and outgoing AI responses for harmful content, including violent, sexual, hateful, or self-harm-related content, and other policy-restricted material. How we use it: The Moderation ... Thu, 22 Oct 2026 08:31:45 GMT AI features > Getting started with Eddy AI > Eddy AI trust center https://docs.document360.com/docs/ai-safety-testing-and-defence https://docs.document360.com/docs/ai-safety-testing-and-defence Search analytics in Document360 tracks how readers interact with the search on your knowledge base site. It surfaces metrics like total searches, successful queries, no-result searches, and bounced searches, giving you direct visibility into content gaps and search experience quality. You can access Search analytics from the Analytics section in the knowledge base portal. Why use search analytics Use search analytics when you want to identify topics readers are searching for but cannot find, s ... Thu, 22 Oct 2026 08:20:57 GMT Analytics & insights > Search intelligence https://docs.document360.com/docs/analytics-search https://docs.document360.com/docs/analytics-search Chatbot settings in Eddy AI Chatbot let you control how the chatbot looks, behaves, and integrates with your website and support systems. Once you have added content sources, you configure the chatbot using a tabbed settings panel that covers the Playground, Embed code, Appearance, Custom CSS & JavaScript, Ticket escalation, Security, and Sources. Changes take effect on the live chatbot only after you click Publish. The exception is Security settings (trusted domains and JWT): they apply as soon ... Thu, 22 Oct 2026 08:19:24 GMT AI features > AI chatbot https://docs.document360.com/docs/configure-chatbot https://docs.document360.com/docs/configure-chatbot The AI glossary generator in Document360 scans your published articles, identifies recurring business terms, and suggests definitions for them. It is part of the Eddy AI premium suite and is available to Admins and Owners in the Knowledge base portal. Use it to build a shared, consistent glossary across your knowledge base without manually combing through content. When to use the AI glossary generator Use the AI glossary generator when: Different teams use the same term differently: Surface re ... Thu, 22 Oct 2026 08:17:45 GMT AI features > AI Knowledge pulse https://docs.document360.com/docs/ai-glossary-generator https://docs.document360.com/docs/ai-glossary-generator The Advanced WYSIWYG editor gives you a complete set of building blocks for creating structured, engaging content, without writing a single line of code. Whether you're organizing a long article, displaying code for developers, or embedding a video walkthrough, editor elements let you control exactly how your content looks and behaves for every reader. Use this section to understand the foundational concepts of the editor, then navigate to the specific element articles you need. Content blocks ... Thu, 22 Oct 2026 08:14:23 GMT Content creation > Editor > Editor elements https://docs.document360.com/docs/editor-elements https://docs.document360.com/docs/editor-elements Related articles are links to other articles in your knowledge base that appear at the bottom of an article on the knowledge base site. They are selected by the article author and help readers navigate to content that is relevant to what they have just read. NOTE Only published articles can be added as related articles. Related articles appear on the knowledge base site only. They do not appear in the knowledge base widget. When to use related articles Add related ... Thu, 22 Oct 2026 08:08:10 GMT Content management > Article optimization https://docs.document360.com/docs/related-articles https://docs.document360.com/docs/related-articles The AI related articles recommender in Document360 uses Eddy AI to automatically suggest relevant articles based on your current article's content. Available in the AI writer suite, it helps readers discover related information without manual effort, improving navigation and reducing time-to-answer on your knowledge base site. NOTE To learn about the languages Eddy AI supports, see Multilingual support for Eddy AI writer suite. When to use the AI related articles recommender Use this feature ... Thu, 22 Oct 2026 08:07:18 GMT AI features > AI writer suite https://docs.document360.com/docs/ai-related-articles-recommender https://docs.document360.com/docs/ai-related-articles-recommender Adding tags to an article or category page makes them visible to readers on the knowledge base site and improves how the content surfaces in search results. Tags are applied from the article editor or during the publishing flow. NOTE Tags must exist in your tag library before they can be applied to an article. If the tag you need does not exist yet, see Create new tag → When to use tags Add tags to an article when you want readers to find it alongside other articl ... Thu, 22 Oct 2026 08:05:33 GMT Content management > Article optimization > Tags https://docs.document360.com/docs/article-tags https://docs.document360.com/docs/article-tags The AI tag recommender (powered by Eddy AI) automatically analyses your article or category page content and suggests the most relevant tags. Instead of manually brainstorming tags for every article, your team gets instant, consistent suggestions, saving time and improving knowledge base discoverability. You write the content; Eddy AI handles the tagging. When to use the AI tag recommender Knowledge base managers overseeing large content libraries where tag consistency is hard to maintain manu ... Thu, 22 Oct 2026 08:04:29 GMT AI features > AI writer suite https://docs.document360.com/docs/ai-tag-recommender https://docs.document360.com/docs/ai-tag-recommender Creating a user group in Document360 lets you assign a shared project role and content access level to multiple users at once. Instead of configuring permissions for each team member individually, you group users with the same access requirements and manage their permissions from a single place. When to create a user group Multiple users share the same project role and content access requirements. You want to onboard a cohort of users with identical permissions in a single operation. You want ... Thu, 22 Oct 2026 08:02:29 GMT User & reader management > User management > Manage user groups https://docs.document360.com/docs/add-user-group https://docs.document360.com/docs/add-user-group Editing a user group in Document360 lets you update the group's name, description, project role, content role and access, and associated users. Changes to a group's roles apply immediately to all users associated with that group, so you can update permissions for an entire team in a single operation. When to edit a user group A team's responsibilities have changed and their project role or content access needs to be updated. You need to add new team members to an existing group. The group's na ... Thu, 22 Oct 2026 07:22:32 GMT User & reader management > User management > Manage user groups https://docs.document360.com/docs/edit-user-group https://docs.document360.com/docs/edit-user-group