https://docs.document360.com/docs This section provides step-by-step guidance to address common challenges that you may encounter while managing or accessing your knowledge base site. From website accessibility problems to configuration errors, each solution is tailored to help you quickly identify and resolve potential roadblocks.Article returns 404 error or redirects unexpectedlyWhen an article returns a 404 error or redirects unexpectedly, it is typically caused by the article being unpublished, an incorrect or changed articl ... Sat, 25 Jul 2026 12:09:08 GMT Site customization > Troubleshooting site issues https://docs.document360.com/docs/access-and-availability-issues https://docs.document360.com/docs/access-and-availability-issues Document360 has rolled out an updated architecture for the Knowledge base widget, referred to as Widget V2. This article explains what's changed, what action you may need to take, and how to get support during the transition. NOTEThe Widget V2 rollout is being performed in phases across environments. If your widget has not yet migrated to V2, this article will not yet apply to your implementation. Contact Document360 support if you're unsure which version your widget is currently running.What's ... Sat, 25 Jul 2026 11:27:39 GMT Integrations, Extensions & Widgets > Troubleshooting Integrations, Extensions & Widgets issues https://docs.document360.com/docs/migrating-to-knowledge-base-widget-v2 https://docs.document360.com/docs/migrating-to-knowledge-base-widget-v2 The Knowledge base widget can behave unexpectedly when configuration settings, content access filters, API keys, or JWT authentication are not aligned correctly. Most issues — from a floating icon that won't hide, to articles opening outside the widget, to the widget failing to load altogether — have a specific setting or credential mismatch as the root cause. This guide covers the most common widget issues and the steps to resolve each one. Widget icon is still visible after mapping to a custo ... Sat, 25 Jul 2026 11:26:33 GMT Integrations, Extensions & Widgets > Troubleshooting Integrations, Extensions & Widgets issues https://docs.document360.com/docs/troubleshooting-knowledge-base-widget-issues https://docs.document360.com/docs/troubleshooting-knowledge-base-widget-issues The Document360 Overview page is your personal dashboard for documentation activity. It surfaces your assigned tasks, recent and starred articles, content performance, and inline comments in one place. At the top of the page you will see the current date along with a personalized greeting. Each section appears as a card that updates based on your role and the workspace you select. You can search within individual cards, open detailed views where available, and act directly from the page without ... Fri, 24 Jul 2026 11:40:29 GMT Collaboration & tasks https://docs.document360.com/docs/overview-page https://docs.document360.com/docs/overview-page Ticket escalation in Eddy AI Chatbot lets users raise support tickets directly from the chatbot interface when the chatbot cannot assist them. When you connect Zendesk or Freshdesk, the chatbot automatically detects situations where a user needs human support and prompts them to submit a ticket — pre-filled with the chat transcript, an AI-generated subject line, and an AI-generated issue description that the user can edit before submitting. When to use ticket escalation Use this when you want ... Fri, 24 Jul 2026 11:40:03 GMT AI features > AI chatbot https://docs.document360.com/docs/chatbot-ticket-escalation https://docs.document360.com/docs/chatbot-ticket-escalation 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. When to configure chatbot settings Use this when you have created a chatbot an ... Fri, 24 Jul 2026 11:39:38 GMT AI features > AI chatbot https://docs.document360.com/docs/configure-chatbot https://docs.document360.com/docs/configure-chatbot LaTeX is a typesetting system widely used for writing mathematical expressions, scientific notation, and complex equations. In Document360, the Advanced WYSIWYG editor supports LaTeX, allowing you to render properly formatted mathematical and scientific content directly within your articles. LaTeX expressions in Document360 are rendered visually in the editor and on the knowledge base site — readers see the formatted output, not the raw syntax. When would you use this Render equations in techn ... Fri, 24 Jul 2026 11:38:53 GMT Content creation > Editor > Editor elements https://docs.document360.com/docs/latex https://docs.document360.com/docs/latex Labels help streamline content management and organisation within the knowledge base portal. Using article labels, you can sort, filter, and categorise articles efficiently. For example, if you need to filter release notes to perform updates or review them, use the label filter in the All articles () page to locate those articles quickly. NOTE Article labels are only available in the knowledge base portal and are supported across all plans. Labels are not supported in API endpoints. When to u ... Fri, 24 Jul 2026 11:37:58 GMT Content management > Article optimization https://docs.document360.com/docs/adding-article-labels https://docs.document360.com/docs/adding-article-labels The Blur element allows you to obscure sensitive or confidential information within interactive demos, guides, and videos. By applying a blur overlay to a defined region of the screen for a specified time range, you can redact personal data, proprietary UI elements, credentials, or any content that should not be visible to your audience, without re-recording. Blur for real-world scenarios Scenario Shape Intensity Hiding a password or API key visible in a screen recording Rectangle High Redac ... Fri, 24 Jul 2026 11:36:22 GMT Content creation > Advanced content creation tools > Advanced elements https://docs.document360.com/docs/blur https://docs.document360.com/docs/blur The CI/CD flow lets you keep your API documentation automatically in sync with your spec file. Instead of manually uploading a new spec every time your API changes, you integrate the Document360 CLI (d360) into your existing pipeline. When your spec changes, the pipeline runs and your documentation updates automatically. Requirements Before setting up the CI/CD flow, ensure the following: The latest version of Node.js is installed on the system running the pipeline. You have your Document360 A ... Fri, 24 Jul 2026 11:35:31 GMT Interactive decision tree > API Documentation https://docs.document360.com/docs/ci-cd-integration https://docs.document360.com/docs/ci-cd-integration This guide walks you through publishing your first API reference in Document360, from uploading your spec file to a live, interactive developer portal. By the end of this article you will have: An API reference generated from your OpenAPI specification Your endpoints visible and browsable by developers The Try It! interactive console ready for live API testing NOTE API documentation is available on all paid plans. Each paid plan includes one API workspace. Additional workspaces can be purcha ... Fri, 24 Jul 2026 11:34:50 GMT API Documentation > Getting started with API documentation https://docs.document360.com/docs/getting-started-with-api-documentation https://docs.document360.com/docs/getting-started-with-api-documentation The Document360 integration for Salesforce gives your support agents direct access to your knowledge base from within the Salesforce console. Agents can search for articles, browse categories, get article recommendations based on open cases, and create new knowledge base articles without leaving Salesforce. This keeps your support team focused and reduces the time spent switching between tools. Why use the Salesforce integration The integration is useful in a few different situations: During c ... Fri, 24 Jul 2026 11:33:00 GMT Integrations, Extensions & Widgets > Salesforce https://docs.document360.com/docs/salesforce-integration https://docs.document360.com/docs/salesforce-integration Snippets in Document360 are created and managed from the Snippets page under Content tools. From this page you can create new snippets, choose your editor, use Eddy AI to refine content, check where snippets are used across your knowledge base, and edit or delete them individually or in bulk. The Snippets page Navigate to Content tools () in the left navigation bar. Select Content resources > Snippets in the left navigation pane. Element Description Create Creates a new snippet. Duplicate c ... Fri, 24 Jul 2026 11:14:20 GMT Content management > Content tools > Snippets https://docs.document360.com/docs/snippets https://docs.document360.com/docs/snippets Moving your existing documentation to Document360 is handled by our migration team; from content transfer and URL redirects to SEO preservation and quality checks. Submit a request and a dedicated migration expert will guide you through the entire process. What we migrate When you initiate a migration request, our team handles all of the following: All articles and categories Images and file attachments Internal links and URL structures Redirect rules to preserve SEO rankings Landing page Bran ... Fri, 24 Jul 2026 11:13:14 GMT Getting started https://docs.document360.com/docs/migrate-to-document360 https://docs.document360.com/docs/migrate-to-document360 When a team member leaves your project or no longer needs portal access, you can either deactivate or delete their account. Deactivation is reversible — the user loses access immediately, but their contributions, articles, and analytics data are preserved, and the account can be reactivated later. Deletion is permanent and cannot be undone. Choose deactivation when you may need to reinstate the user; choose deletion only when you are certain the account is no longer needed. Deactivation vs. del ... Fri, 24 Jul 2026 11:11:51 GMT User & reader management > User management https://docs.document360.com/docs/deactivate-delete-user https://docs.document360.com/docs/deactivate-delete-user Once your workspaces are set up, you can edit their settings, control how they appear on your Knowledge base site, and manage them as your documentation evolves. This article covers editing names and status, customizing the workspace label, and controlling how readers navigate between workspaces. Why manage your workspaces? Your documentation needs will change over time. Products get renamed, new versions are released, and your audience may evolve. Workspace management lets you keep your knowle ... Fri, 24 Jul 2026 11:10:29 GMT Content management > Workspaces & languages https://docs.document360.com/docs/manage-workspace https://docs.document360.com/docs/manage-workspace Workspaces and languages give you the flexibility to serve the right content to the right audience, all within a single Document360 project. When you create a Document360 project, a default workspace named v1 is automatically created. This single workspace is enough if you're managing documentation for one product or audience. But as your documentation grows across product versions, user roles, or regions, you can create additional workspaces to keep content organized and targeted. A workspace i ... Fri, 24 Jul 2026 11:07:13 GMT Content management > Workspaces & languages https://docs.document360.com/docs/workspaces-languages https://docs.document360.com/docs/workspaces-languages The Eddy AI - Assistive Search analytics page gives you a complete picture of how readers interact with Eddy AI across your knowledge base — tracking conversations, query volumes, answered and unanswered searches, and reader feedback. Use this page to identify content gaps, measure AI search effectiveness, and take targeted actions to improve your documentation coverage. NOTE {{snippet.Eddy supported languages}} Why use Eddy AI search analytics Use the Eddy AI search analytics page when you w ... Fri, 24 Jul 2026 11:06:14 GMT Analytics & insights > Search intelligence https://docs.document360.com/docs/eddy-ai-search-analytics https://docs.document360.com/docs/eddy-ai-search-analytics Setting up the Salesforce integration connects your Document360 knowledge base to your Salesforce console. Once set up, support agents can search for articles, get recommendations, and create knowledge base content directly from within Salesforce. This article walks you through every step of the setup process, from installing the Document360 app on Salesforce to authorizing the connection from your Document360 portal. Before you begin You need a Salesforce Lightning platform account. If you do ... Fri, 24 Jul 2026 11:04:46 GMT Integrations, Extensions & Widgets > Salesforce https://docs.document360.com/docs/salesforce https://docs.document360.com/docs/salesforce Once a snippet is created, you can insert it into any article or category page using three methods: the merge code syntax (Markdown editor), the toolbar (Markdown editor), or the slash command (Advanced WYSIWYG editor). Snippets can also be translated so that when your articles are read in another language, the snippet content matches. Insert a snippet into an article Choose the method that matches your editor. Using merge code syntax Type the merge code directly in the Markdown edi ... Fri, 24 Jul 2026 11:03:11 GMT Content management > Content tools > Snippets https://docs.document360.com/docs/use-and-translate-snippets https://docs.document360.com/docs/use-and-translate-snippets