Announcing Document360 as an external content source for use across knowledge experiences

Announced on | Rollout starts | Rollout ends
April 20, 2026 | April 20, 2026 | April 27, 2026

We’re excited to announce the general availability of Document360 as a knowledge source. You can now connect Document360 to your Zendesk account to make the content available for help center search, generative search, AI agents Essentials, and Agent Workspace.

This announcement includes the following sections:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

You can now connect Document360 as an external knowledge source to your Zendesk account to make the content available wherever external content is used. This expands the content sources available, enabling access to your existing Document360 content across your knowledge experiences.

Why is Zendesk making this change?

We’re making it easier to reuse existing knowledge from different sources your organization already uses and leverage it within Zendesk. So now, your advanced AI agents Essentials, search, and generative search can tap into your Document360 knowledge.

What do I need to do?

Yyou can create a Document360 connection on any Zendesk Suite or Knowledge plan. For more information, see the following resources:

Connecting Document360 as an external knowledge source

About connecting external content to Zendesk for use across knowledge experiences

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.