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Integration with Document360 (other knowledge base)


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Hello everyone, 

 

I want to know how to integrate Freshchat with document 360 (https://document360.com/).

Doc360 is our external knowledge, we want to integrate it with the SOLUTION of freshdesk, then we our customers create a new ticket, they can see the related articles automatically, not need to switch to another system.

 

Thanks,

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Best answer by Keer 7 June 2021, 10:18

Hello @shirley huang, I hope you are doing good. Can you confirm if you are looking to integrate Doc360 with Freshdesk or Freshchat as you’ve mentioned both?

If you are looking to integrate it with Freshdesk, you can navigate to Admin → Apps and install Document 360 app (https://www.freshworks.com/apps/freshdesk/document360/) from Freshworks marketplace. 

Please find the steps here → https://docs.document360.io/docs/en/freshdesk on how you can set this integration up. 

I hope this helps! If you have further queries, please post them here. Have a good day!

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Userlevel 3
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Hello @shirley huang, I hope you are doing good. Can you confirm if you are looking to integrate Doc360 with Freshdesk or Freshchat as you’ve mentioned both?

If you are looking to integrate it with Freshdesk, you can navigate to Admin → Apps and install Document 360 app (https://www.freshworks.com/apps/freshdesk/document360/) from Freshworks marketplace. 

Please find the steps here → https://docs.document360.io/docs/en/freshdesk on how you can set this integration up. 

I hope this helps! If you have further queries, please post them here. Have a good day!

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Hello Keer,

 

Thanks for your reply.

I mean the Freshdesk. Yes, I add the document 360 app into Freshdesk, but it seems only work for ticket agent, can we make the articles of doc360 be available for customers as well?

Badge

Hello @shirley huang, I hope you are doing good. Can you confirm if you are looking to integrate Doc360 with Freshdesk or Freshchat as you’ve mentioned both?

If you are looking to integrate it with Freshdesk, you can navigate to Admin → Apps and install Document 360 app (https://www.freshworks.com/apps/freshdesk/document360/) from Freshworks marketplace. 

Please find the steps here → https://docs.document360.io/docs/en/freshdesk on how you can set this integration up. 

I hope this helps! If you have further queries, please post them here. Have a good day!

Hello Keer,

 

Thanks for your reply.

I mean the Freshdesk. Yes, I add the document 360 app into Freshdesk, but it seems only work for ticket agent, can we make the articles of doc360 be available for customers as well?

Userlevel 3
Badge +2

Hello @shirley huang, yes, you are right. As of now, the integration supports only the following features in Agent interface: ​​​​​​

  1. Searching for articles within tickets and article recommendations. 
  2. Creating new articles 
  3. Sharing the link and content of the article

I understand that you are looking this to work in the customer portal as well and that’s a valid ask. You can reach out to Doc360 team regarding this and raise this a feature request for the integration: 

https://feedback.document360.com/

 

I hope this helps. 

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