Connecting Document360 as an external knowledge source

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p id="docs-ai-summary-content">You can connect Document360 knowledge bases to your account to sync specific workspaces, categories, subcategories, and languages. This integration updates content automatically every 24 hours or on manual sync. Manage viewer permissions to control access, add multiple workspaces, and disconnect connections when needed. This helps keep external knowledge content current and accessible within your support workflows.</p>
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<div class="body">

<p class="p">You can connect your Document360 knowledge base to your Zendesk account to make the
content available <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9822956298010#topic_cwq_c2s_ygc" target="_blank">wherever external content is used</a>. 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. </p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_c3s_fft_wgc__ul_kbk_dsh_xgc">
<li class="li"><a class="xref" href="#topic_ftg_xjt_wgc">Connecting a Document360 workspace</a></li>
<li class="li"><a class="xref" href="#topic_t1w_vps_ygc">Adding another Document360 workspace</a></li>
<li class="li"><a class="xref" href="#topic_xm5_zpf_k3c">Managing Document360 workspaces connected to your Zendesk account</a></li>
</ul>
</div>
<div class="p">
<strong class="ph b">Related articles</strong>:<ul class="ul" id="topic_c3s_fft_wgc__ul_npx_2r1_xgc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9822956298010" target="_blank">About connecting external content to Zendesk
for use across knowledge experiences</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ftg_xjt_wgc">
<h2 class="title topictitle2" id="ariaid-title2">Connecting a Document360 workspace</h2>
<div class="body">
<p class="p">You can use the Document360 knowledge connector to connect your Document360
workspaces to your Zendesk account. Once connected, the content will be available
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9822956298010#topic_cwq_c2s_ygc" target="_blank">wherever external content is used</a>. </p>
<p class="p">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. </p>
<p class="p">For each connection that you create, you must first create an API token using GET as
the allowed HTTP method. See the <a class="xref" href="https://docs.document360.com/docs/api-tokens" target="_blank">Document360 documentation</a> for information about how to
create API tokens for use with applications such as Zendesk.</p>
<p class="p">You must be a Knowledge admin to set up and manage external content connections. </p>
<div class="p">
<strong class="ph b">To connect a Document360 workspace</strong><ol class="ol" id="topic_ftg_xjt_wgc__ol_ik3_ckt_wgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Manage articles</strong>
(<img class="image" id="topic_ftg_xjt_wgc__d8e24" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar.</span></li>
<li class="li">Click <strong class="ph b">External content &gt; Connections</strong> from the left sidebar.</li>
<li class="li">In the Document360 card at the bottom of the Connections page, click
<strong class="ph b">Connect</strong>.<p class="p"><img class="image" id="topic_ftg_xjt_wgc__image_krn_wvz_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Docs360card.png" width="250"></p>
</li>
<li class="li">Click <strong class="ph b">Continue</strong> to begin connecting with Document360.<p class="p"><img class="image" id="topic_ftg_xjt_wgc__image_wxp_y35_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ConnectDocs360.png" width="300"></p>
</li>
<li class="li">On the <strong class="ph b">Authenticate (Step 1 of 2)</strong> page, configure the following:<ul class="ul" id="topic_ftg_xjt_wgc__ul_hzk_2qv_njc">
<li class="li">
<strong class="ph b">Select server</strong>: Select the server region where your
Document360 account is hosted (EU, US, or Private). If you select
Private, you'll also be prompted to enter the subdomain for your
Document360 private hosting account.</li>
<li class="li">
<strong class="ph b">API token</strong>: Enter the API token that you created in your
Document360 account for this connection. <div class="note" id="topic_ftg_xjt_wgc__note_uz1_pvm_w3c">
<span class="notetitle">Note:</span> 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 <a class="xref" href="https://docs.document360.com/docs/api-tokens" target="_blank">Document360
documentation</a> for more information.</div>
</li>
</ul>
<p class="p"><img class="image" id="topic_ftg_xjt_wgc__image_fbl_cvm_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-docs360-juneupdate.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Continue</strong>.</li>
<li class="li">On the <strong class="ph b">Authenticate (Step 2 of 2)</strong> page, configure the following:<ul class="ul" id="topic_ftg_xjt_wgc__ul_o2n_xqv_njc">
<li class="li">
<strong class="ph b">Workspace</strong>: Select any public workspace that you want to
sync.</li>
<li class="li">
<strong class="ph b">Languages</strong>: 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.</li>
<li class="li">
<strong class="ph b">Categories</strong>: 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.</li>
</ul>
<p class="p"><img class="image" id="topic_ftg_xjt_wgc__image_m1z_3wp_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-doc360-auth-modal-0415.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Sync</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_t1w_vps_ygc">
<h2 class="title topictitle2" id="ariaid-title3">Adding another Document360 workspace</h2>
<div class="body">
<p class="p">After you create a connection to a Document360 workspace, you can add more workspaces
to the connection at any time.</p>
<div class="p">
<strong class="ph b">To add workspaces to your Document360 connection</strong><ol class="ol" id="topic_t1w_vps_ygc__ol_gwf_mqb_xgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Manage articles</strong>
(<img class="image" id="topic_t1w_vps_ygc__d8e24" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar.</span></li>
<li class="li">Click <strong class="ph b">External content &gt; Connections</strong>.<p class="p"><img class="image" id="topic_t1w_vps_ygc__image_rcd_t5z_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-confcnct-extcontent-connect.png" width="225"></p>
</li>
<li class="li">Click the options menu (<img class="image" id="topic_t1w_vps_ygc__image_efm_k5b_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) on the Document360 site row that contains the
workspaces you want to add, then select <strong class="ph b">Add content</strong>.<p class="p"><img class="image" id="topic_t1w_vps_ygc__image_j31_rrb_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-doc360-addcontent-0415.png" width="700"></p>
</li>
<li class="li">In <strong class="ph b">Workspace</strong>, select the Document360 site that contains the spaces
you want to add.<p class="p"><img class="image" id="topic_t1w_vps_ygc__image_v2v_zd2_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-doc360-auth-modal-0415.png" width="500"></p>
</li>
<li class="li">In the <strong class="ph b">Languages</strong> menu, select the language for the knowledge base
that you want to add.</li>
<li class="li">In the <strong class="ph b">Categories</strong> menu, select the categories that you want to sync
from the workspace you're adding.</li>
<li class="li">Click <strong class="ph b">Sync</strong> to begin syncing the workspaces to Knowledge. <p class="p">When the
sync is complete, the page will show a green Synced status for each
newly synced space.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_xm5_zpf_k3c">
<h2 class="title topictitle2" id="ariaid-title4">Managing Document360 workspaces connected to your Zendesk account</h2>
<div class="body">
<p class="p">Once you've created a Document360 connection, you can make changes to the connection
as needed.</p>
<div class="p">This section contains the following topics:<ul class="ul" id="topic_xm5_zpf_k3c__ul_srg_2lb_xgc">
<li class="li"><a class="xref" href="#topic_cvp_glb_xgc">Viewing Document360 connection details</a></li>
<li class="li"><a class="xref" href="#topic_z5f_xts_ygc">Managing viewer permissions for Document360 content</a></li>
<li class="li"><a class="xref" href="#topic_x2c_xlb_xgc">Manually resyncing Document360 content</a></li>
<li class="li"><a class="xref" href="#topic_c5b_bmb_xgc">Disconnecting a Document360 workspace</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_cvp_glb_xgc">
<h3 class="title topictitle3" id="ariaid-title5">Viewing Document360 connection details</h3>
<div class="body">
<p class="p">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. </p>
<div class="p">
<strong class="ph b">To view Document360 connection details</strong><ol class="ol" id="topic_cvp_glb_xgc__ol_gbz_kwb_xgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Manage articles</strong>
(<img class="image" id="topic_cvp_glb_xgc__d8e24" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar.</span></li>
<li class="li">Click <strong class="ph b">External content &gt; Connections</strong> from the left
sidebar.</li>
<li class="li">Click the options menu (<img class="image" id="topic_cvp_glb_xgc__image_jbz_kwb_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) on the row for the space you want to
manage, then select <strong class="ph b">Manage</strong>.<p class="p"><img class="image" id="topic_cvp_glb_xgc__image_kbz_kwb_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-doc360-manage.png" width="600"></p>
</li>
<li class="li">View details about the connection:<ul class="ul" id="topic_cvp_glb_xgc__ul_qbb_gyb_xgc">
<li class="li">
<strong class="ph b">Created</strong>: When the connection was created</li>
<li class="li">
<strong class="ph b">Connected by</strong>: Name of the Knowledge admin who created the
connection</li>
<li class="li">
<strong class="ph b">Items</strong>: Number of content items that are synced</li>
<li class="li">
<strong class="ph b">Status</strong>: Sync status</li>
<li class="li">
<strong class="ph b">Last synced</strong>: When the last sync occurred. Syncs are
automatically performed every 24 hours, though they can also be
<a class="xref" href="#topic_x2c_xlb_xgc">triggered
manually</a>
</li>
</ul>
<p class="p"><img class="image" id="topic_cvp_glb_xgc__image_adk_syb_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-doc360-mng-panelview.png" width="300"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_z5f_xts_ygc">
<h2 class="title topictitle2" id="ariaid-title6">Managing viewer permissions for Document360 content</h2>
<div class="body">
<p class="p" dir="ltr">You can set the viewer permissions for who can view connected Document360
content in your Zendesk workflows.</p>
<div class="p" dir="ltr">
<strong class="ph b">To manage viewer permissions for Document360 content</strong><ol class="ol" id="topic_z5f_xts_ygc__ol_csl_zts_ygc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Manage articles</strong>
(<img class="image" id="topic_z5f_xts_ygc__d8e24" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar.</span></li>
<li class="li">Click <strong class="ph b">External content &gt; Connections</strong> from the left sidebar.</li>
<li class="li">Click the options menu (<img class="image" id="topic_z5f_xts_ygc__image_ct4_jpq_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) on the row for the space you want to manage,
then select <strong class="ph b">Manage</strong>.<p class="p"><img class="image" id="topic_z5f_xts_ygc__image_dt4_jpq_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-doc360-manage.png" width="600"></p>
</li>
<li class="li">Under <strong class="ph b">Viewing permissions</strong>, select one of the following options to
determine which <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837707290" target="_blank">user segments</a> can view content
from this space:<ul class="ul" id="topic_z5f_xts_ygc__ul_kng_tct_pbc">
<li class="li">
<strong class="ph b">Only visible to selected user segments</strong>: Select up to 10 user
segments from any of the following (an Enterprise plan is required
to select multiple user segments):<ul class="ul" id="topic_z5f_xts_ygc__ul_lng_tct_pbc">
<li class="li">
<strong class="ph b">Signed-in users</strong>: Includes internal and external users
who create an account and sign in to your help center. </li>
<li class="li">
<strong class="ph b">Agents and admins</strong>: Includes team members only, so
that you can create content that is internal-only. <div class="note" id="topic_z5f_xts_ygc__note_mng_tct_pbc">
<span class="notetitle">Note:</span> Light agents are included in this
segment. For a list of light agent permissions, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846501402" target="_blank">Understanding and
setting light agent permissions</a>.</div>
</li>
<li class="li">
<strong class="ph b">Custom user segment</strong>: Allows you to restrict viewing
access to specific users based on tags, organizations, or
groups by applying user segments. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837707290" target="_blank">Creating user segments to
restrict access</a>.</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Visible to everyone</strong>: Includes anyone who visits your help
center and does not require sign in.</li>
</ul>
<p class="p"><img class="image" id="topic_z5f_xts_ygc__image_jdn_rpq_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-doc360-mng-permis.png" width="300"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_x2c_xlb_xgc">
<h2 class="title topictitle2" id="ariaid-title7">Manually resyncing Document360 content</h2>
<div class="body">
<p class="p">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.</p>
<div class="p">
<strong class="ph b">To manually resync Document360 content</strong><ol class="ol" id="topic_x2c_xlb_xgc__ol_lxk_5d5_wgc">
<li class="li">On the Connections page, click the options menu (<img class="image" id="topic_x2c_xlb_xgc__image_z13_4lb_q3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) for the workspace you want to sync.<p class="p"><img class="image" id="topic_x2c_xlb_xgc__image_p4z_4l5_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-doc360-man-sync.png" width="500"></p>
</li>
<li class="li">Select <strong class="ph b">Sync again</strong>.<p class="p">The Document360 workspaces sync immediately, and
the Last synced column is updated with the most recent sync
time.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_c5b_bmb_xgc">
<h2 class="title topictitle2" id="ariaid-title8">Disconnecting a Document360 workspace</h2>
<div class="body">
<p class="p">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.</p>
<p class="p">When you remove a connection, the related content is no longer available <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9822956298010" target="_blank">wherever external content is used</a>.</p>
<div class="p">
<strong class="ph b">To disconnect a Document360 workspace</strong><ol class="ol" id="topic_c5b_bmb_xgc__ol_avd_g25_wgc">
<li class="li">On the Connections page, click the options menu (<img class="image" id="topic_c5b_bmb_xgc__image_ugj_qlb_q3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) for the site or space you want to
disconnect.<p class="p"><img class="image" id="topic_c5b_bmb_xgc__image_jz1_zl5_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-doc360-remove-cx.png" width="500"></p>
</li>
<li class="li">Select<strong class="ph b"> Remove connection</strong>.</li>
<li class="li">Review the message, then click <strong class="ph b">Remove</strong>.<p class="p"><img class="image" id="topic_c5b_bmb_xgc__image_fcm_czg_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-doc360-remove.png" width="375"></p>
The space is removed from
the Connection list, and is no longer available as an external content
source.</li>
</ol>
</div>
</div>
</div>
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