Choose Document360 when the main buying problem is scattered customer documentation that needs useful search, multiple languages and controlled reading access. It is a strong candidate alongside an existing helpdesk. Its ticket deflector can suggest answers before a request and hand the unresolved question to Zendesk or Freshdesk; that integration is distinct from the agent workspace where staff manage the resulting ticket.
Public and customer-only knowledge
The reader-access documentation defines Public, Private and Mixed modes. Mixed lets some sections stay open while other sections require login. Reader groups can grant access by workspace, language or category. That gives a concrete structure for general setup articles, authenticated customer instructions and restricted contractual content without treating every article as public.
There are operational limits. A reader group supports up to five thousand readers, and accounts must already exist before administrators add them through the group screen. JWT readers do not appear in the portal and cannot be added through that UI. Category inheritance also depends on whether the project has migrated to inherited reader permissions. Test the proposed authentication model and restricted content directly, including search results and shared links.
Maintain the answers in each language
Document360 supports language versions of articles. Its translation documentation describes status indicators and AI translation of article content and metadata. Updating the source does not automatically retranslate articles: the team needs an owner and a publishing process for each language. The translation guide also explains editor conversion and credit consumption, which affect migration and repeat translation work.
Assign a named reviewer to approve each translated update before customers rely on it. A useful trial uses the same real questions in both required languages, including everyday customer phrasing. Add one restricted article and one attachment. Compare which answer appears for an anonymous reader, an authenticated customer and a customer from another access group.
What happens when an article is insufficient?
The ticket-deflector guide describes article suggestions followed by a contact form. With a connected Zendesk or Freshdesk account, submission creates a ticket in that helpdesk. The deflector is configured for the main workspace and its languages, not additional workspaces. Decision Tree answers do not automatically populate the contact form, ; include the details your agents need in the handoff test.
Buy an editor-and-reader configuration
The current pricing page supplies tailored quotes. It names team accounts, workspaces, languages, access model, security and AI usage as cost drivers, but publishes no fixed price, editor minimum or reader allowance. Request those quantities explicitly alongside SSO and the connected helpdesk’s agent seats. A five-agent ticketing calculation is not a meaningful standalone Document360 quote.
Read the Document360 pricing checklist, compare alternatives, or browse the knowledge-base comparison and Help Desk category.
Stored translations, publication and search
Document360 stores language versions that can be edited, reviewed and published independently. Those translated records feed knowledge search and Ask Eddy; browser-only display translation does not provide the same localized inputs. Source changes require an updated translation run. Review the native localization explanation and compare the complete publishing workflow in the multilingual knowledge-base shortlist.