Connecting Document360 as an external knowledge source

You can connect your Document360 knowledge base to your Zendesk account to make the content availablewherever external content is used. When connecting your Document360 knowledge base, you can specify the workspaces, categories, subcategories, and languages associated with the content you want to make available in your Zendesk account. Once connected, any updates or additions made to those elements will be ingested into Zendesk during the next sync.


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Summary: ◀▼
You can connect Document360 knowledge bases to your account to sync specific workspaces, categories, subcategories, and languages. This integration allows you to manage viewer permissions, manually resync content, and disconnect workspaces as needed. Each connection requires an API token and supports syncing multiple workspaces and languages separately, keeping your external content updated and accessible within your workflows.




You can connect your Document360 knowledge base to your Zendesk account to make the
content available wherever external content is used. When
connecting your Document360 knowledge base, you can specify the workspaces, categories,
subcategories, and languages associated with the content you want to make available in
your Zendesk account. Once connected, any updates or additions made to those elements
will be ingested into Zendesk during the next sync.
This article contains the following topics:
Connecting a Document360 workspace
Adding another Document360 workspace
Managing Document360 workspaces connected to your Zendesk account



Related articles:
About connecting external content to Zendesk
for use across knowledge experiences




Connecting a Document360 workspace

You can use the Document360 knowledge connector to connect your Document360
workspaces to your Zendesk account. Once connected, the content will be available
wherever external content is used.
If you have multiple workspaces in Document360, you must create separate connections
for each workspace. If you have multiple languages that you want to ingest into your
Zendesk account, you must also create separate connections for each language.
For each connection that you create, you must first create an API token using GET as
the allowed HTTP method. See the Document360 documentation for information about how to
create API tokens for use with applications such as Zendesk.
You must be a Knowledge admin to set up and manage external content connections.

To connect a Document360 workspace
In Knowledge admin, click Manage articles
( ) in the sidebar.
Click External content > Connections from the left sidebar.
In the Document360 card at the bottom of the Connections page, click
Connect.

Click Continue to begin connecting with Document360.

Enter the API token that you created in your Document360 account for this
connection, then click Continue.
Note: Each time
you create a connection, you must provide a unique API token. When
creating API tokens in Document360 for use with Zendesk, be sure to
specify GET as the allowed HTTP method. See the Document360 documentation for more
information.


From the Workspace menu, select any public workspace that you want to
sync.

In the Languages menu, select the language for the knowledge base
that you want to sync. This connection will only sync Document360 content
in the language you specify here. You must create a new connection for
each language.

In the Categories menu, select the categories that you want to
sync. Each category or subcategory you select will appear as a tag
within the Categories field. When you select a category, you're only
syncing the content that lives at the category level; you're not syncing
the subcategories within that category. You must select both the
categories and the subcategories that contain the content you want to
sync.
To remove a category or subcategory from this list, click
X on the related tag.

Click Sync.





Adding another Document360 workspace

After you create a connection to a Document360 connection, you can add more
workspaces to the connection at any time.

To add workspaces to your Document360 connection
In Knowledge admin, click Manage articles
( ) in the sidebar.
Click External content > Connections.

Click the options menu ( ) on the Document360 site row that contains the
workspaces you want to add, then select Add content.

In Workspace, select the Document360 site that contains the spaces
you want to add.

In the Languages menu, select the language for the knowledge base
that you want to add.
In the Categories menu, select the categories that you want to sync
from the workspace you're adding.
Click Sync to begin syncing the workspaces to Knowledge. When the
sync is complete, the page will show a green Synced status for each
newly synced space.






Managing Document360 workspaces connected to your Zendesk account

Once you've created a Document360 connection, you can make changes to the connection
as needed.
This section contains the following topics:
Viewing Document360 connection details
Managing viewer permissions for Document360 content
Manually resyncing Document360 content
Disconnecting a Document360 workspace




Viewing Document360 connection details

When you create a Document360 connection, you can view information about the
connection, when it was created and by whom, and when it was last synced.

To view Document360 connection details
In Knowledge admin, click Manage articles
( ) in the sidebar.
Click External content > Connections from the left
sidebar.
Click the options menu ( ) on the row for the space you want to
manage, then select Manage.

View details about the connection:

Created: When the connection was created

Connected by: Name of the Knowledge admin who created the
connection

Items: Number of content items that are synced

Status: Sync status

Last synced: When the last sync occurred. Syncs are
automatically performed every 24 hours, though they can also be
triggered
manually




Click Save.






Managing viewer permissions for Document360 content

You can set the viewer permissions for who can view connected Document360
content in your Zendesk workflows.

To manage viewer permissions for Document360 content
In Knowledge admin, click Manage articles
( ) in the sidebar.
Click External content > Connections from the left sidebar.
Click the options menu ( ) on the row for the space you want to manage,
then select Manage.

Under Viewing permissions, select one of the following options to
determine which user segments can view content
from this space:

Only visible to selected user segments: Select up to 10 user
segments from any of the following (an Enterprise plan is required
to select multiple user segments):

Signed-in users: Includes internal and external users
who create an account and sign in to your help center.

Agents and admins: Includes team members only, so
that you can create content that is internal-only.
Note: Light agents are included in this
segment. For a list of light agent permissions, see
Understanding and
setting light agent permissions.


Custom user segment: Allows you to restrict viewing
access to specific users based on tags, organizations, or
groups by applying user segments. See Creating user segments to
restrict access.



Visible to everyone: Includes anyone who visits your help
center and does not require sign in.



Click Save.





Manually resyncing Document360 content

When you connect Document360 as an external content source, a sync process runs every
24 hours to update new or changed content. You can also manually force a sync.

To manually resync Document360 content
On the Connections page, click the options menu ( ) for the workspace you want to sync.

Select Sync again. The Document360 workspaces sync immediately, and
the Last synced column is updated with the most recent sync
time.






Disconnecting a Document360 workspace

You can remove connections to Document360 workspaces if you no longer want to sync
their content. If you remove a site connection, all space connections within that
site will be removed. To remove an individual space connection but retain others
within the site, remove the space connection only.
When you remove a connection, the related content is no longer available wherever external content is used.

To disconnect a Document360 workspace
On the Connections page, click the options menu ( ) for the site or space you want to
disconnect.

Select Remove connection.
Review the message, then click Remove.
The space is removed from
the Connection list, and is no longer available as an external content
source.




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