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Text of the page (random words):
zendesk 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 quick start create an article review article publish article customize site invite users set up roles permissions track analytics eddy ai features for creators for readers for integrations key features multiple workspaces languages role based access control single sign on private hosting advanced editor templates variables snippets glossary drive file management custom fields interactive decision trees collaboration tasks custom workflow review reminder import export project site customization custom domain integrations extensions analytics feedback manager api documentation integrate with document360 manage your api docs release notes november 2026 12 11 1 october 2026 12 10 2 october 2026 12 10 1 help troubleshooting self service support ask for a feature community glossary search ctrl k press ctrl k to open search powered by zendesk updated on oct 1 2026 published on oct 1 2026 5 minute s read focus listen print copy page copy as markdown for llms view as markdown view the page as plain text open in chatgpt ask chatgpt about this page open in claude ask claude about this page article summary prev next 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 set up the zendesk integration setting up the integration involves three stages install the document360 app on zendesk configure document360 with zendesk 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 log in to your zendesk support console go to the zendesk marketplace and click apps in the marketplace search for document360 in the filter apps field click document360 click the how to install tab to review the instructions and complete any pre installation tasks click install at the top right if you have multiple zendesk accounts select the intended account and click install enter the title token and restriction details in the respective fields 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 in the document360 portal navigate to connections extensions in the left navigation bar in the help desks section click zendesk click setup in the generate api token setting click generate the generate extension token dialog appears note to regenerate the token at any time click refresh token instead of generate click yes the connect with zendesk dialog appears with your token displayed click the copy icon to copy the token click close step 2 enter the token in zendesk go to the zendesk platform and fill in the title field in the token field paste the api token copied from document360 add your preferred restriction settings by default this option is turned off click install configure zendesk federated search in document360 federated search lets your document360 articles appear as an external source in zendesk search results in the document360 portal navigate to connections extensions in the left navigation bar in the helpdesk section click zendesk click setup to open the zendesk configuration page click configure in the zendesk federated search setting the setup zendesk federated search dialog appears 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 click validate to confirm the details you entered in the sync with zendesk dropdown select the workspace and language from your document360 project click save note language codes must match between the zendesk ticketing platform and document360 to ensure content syncs correctly 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 in the document360 portal navigate to connections extensions in the left navigation bar in the helpdesk section click zendesk click setup to open the zendesk configuration page click modify in the generate api token setting the connect with zendesk dialog appears enter your zendesk token in the token field 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 enable the ai assistive search toggle to allow ai powered search in the zendesk extension note to enable ai assistive search for the zendesk extension you must first enable assistive search for kb widgets and extensions in your knowledge base settings if that setting is not enabled the ai assistive search toggle will remain turned off enable the ai suggestions and reply generator toggle to get automatic ai suggested articles and generate responses based on them for your support tickets click save faq can i push multiple articles from zendesk to document360 at the same time no articles are pushed one at a time individually can i configure federated search for multiple workspaces yes in the sync with zendesk dropdown you can select the workspace and language you want to sync if you need to change the workspace or language later return to the zendesk configuration page in document360 and update the selection what happens if the language codes do not match between zendesk and document360 if the language codes do not match content will not sync correctly in the federated search setup make sure the language codes are identical in both platforms before saving the configuration are articles created from zendesk published immediately no articles created from zendesk are saved as drafts an admin owner or editor must review and publish them from the document360 portal before they appear on your knowledge base site why are draft reply and view suggested articles slow to update when using zendesk s messaging api messages may be processed in batches during periods of high activity which can cause a short delay this only affects the messaging api tickets from forms live chat or other channels are not delayed was this article helpful yes no previous article github next article set up document360 for zendesk related articles set up document360 for zendesk integrations extensions widgets zendesk use document360 in zendesk integrations extensions widgets zendesk zendesk knowledge connector integrations extensions widgets zendesk document360 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