Document360 updates
Document360 updates

File replace, Version reorder, Fonts option, and more

New Feature

File replace

Another important feature update to the Drive is the File replace option. You can replace files of the same extension and type (ex. Jpeg, .pdf, .png, and more) with the same file name and metadata. This comes in handy when you want to update a certain file in an article. To access this, click on the ••• more option adjacent to any file on the Drive. Another way to do this is to click on the file in the Drive page and in the right blade window click on the File replace button. Read more →



  • Few changes have been made for SSO users in our public API Documentation{target="_blank"} under the Teams category
  • You can now Reorder the versions display on your project for readers. In the Settings→ Project Admin→Localization & versions you can use your mouse pointer to drag drop the version vertically.
  • Font options have been added to the Design section of your Knowledge base. Go to Settings → Knowledge base site→ Design. You can now change the Body and heading fonts of your Knowledge base.
  • Control on social media share feature – You can now enable individual social media share option in your Knowledge base articles.
  • The Overview option in the Analytics menu has been renamed to Geography

Smart bar, Cookie consent, What's new, and more.

New Features

Smart bar

Smart bars allow you to display a banner or bar of info messages overlaying the knowledge base at site level or article level based on certain conditions. Using the smart bar option, you create and add banner(s) at the top and/or bottom of your knowledge base. You can choose if you want the smart bar to appear at a Global level (all the pages of your knowledge base) or Language specific.


The smart bar option can be found under ‘Knowledge base site’ in Settings menu. You can add text, numbers, characters, or links in the banner content. The smart bar can be set in four custom position and can be edited with styles (Colour theme) of the banner to best suit your page.

Cookie consent

This option allows you to show a cookie consent banner for your page visitors on your knowledge base. The General Data Protection Regulation (GDPR) mandates that any website should obtain prior consent from the users before collecting, storing, or using their personal or behavioral data.

The cookie consent banner setting can be accessed under ‘Knowledge base site’ in the Settings menu. You can enable cookie consent banner or pop-up at a global level (all the languages available in the project) or language specific. You can add custom cookie consent messages with basic formatting, add links, and add CTA (Call to action) buttons or icons. You can also edit the banner type (Bar or Pop-up), position, and the looks (theme colour) with live preview.


What’s new

We have added a new What’s new page on your knowledge base window. Readers can access it by clicking on the ‘Present box’ icon at the top right (blow header section) of the page. Once clicked a new page would appear with the list of recently published articles (both new and forked). Reader can click on the article to visit the article.



Enterprise SSO

• Bypass Document360 common login page

Make use of this bypass option to skip the Document360 common login page and directly access the SSO login page. This option is available for private projects in which all the members of the project are SSO readers. Once you have configured the project using either of the SSO standards (SAML or OpenID), the bypass setting would appear above the Invite existing users setting.


• Email domain restriction for SSO users

We have improved the level of security in your project by enhancing the existing email domain restrictions. Now users can sign up as SSO readers only using the permissible email domains specified by the Admin or Owner of the project.

Idle screen timeout

We have added the idle screen timeout for the Document360 portal. If the portal is left idle for 2 hour the screen would display a warning prompt with 60 second timer with option (Stay logged in and Log out). After which the project would have an overlay and you have to hit the Refresh button displayed on your project screen to continue.



  • Based on customer request, we have added article links in the Team audit and notification channel for specific article events (Ex. Article publish, Article contributors updated, and more)
  • In the Team accounts section of Analytics menu, we have added an identifier badge for SSO user. This would help you differentiate regular team accounts from SSO team accounts.

Content Reuse, Variables, Snippets and more

New Features

Content Reuse

The introduction of Variables and Snippets is a feature that would help users reuse a particular piece of content that is often repeated. If it is a small piece of information (like a contact number, mail Id) you can add and use a Variable instead of typing it every single time in your documentation. If in case the content should contain more information with different forms of content (like table, links, or more) you can use Snippets.



Variables are short content containing Text, numbers, and special characters. Some of the common user cases of variables are Contact numbers, Emails, Company name, and more. With Variables you can either choose to have Global variable (available across all the languages), or Local variables specific to a Language in your project.


Snippets are predefined set of content that content manager identifies as reusable content. The content of the snippet can vary from simple text or phrases to lengthy paragraphs, tables, code blocks, and more. Snippets are stored in a library from which they can be inserted into articles at the time of edit by a simple click of a button.

Menu – Navigations

We have segregated the Menu tab in the Design & Navigation setting page. This would make editing the menu items and links in your page so much easier. The interface is simple with drag and drop functionality and toggle to open the link in a new tab. You can do all this in the Menu section for all your versions and languages.

RSS feeds

We have brought in RSS feeds in the Header navigation tab under the Navigations menu. You can enable this on your home page and your reader can be aware of the recently published or updated articles. When the reader clicks on the RSS Feed option in your Home page menu bar, an XML file would be opened with the entries of recent 20 articles published or updated.

New Extensions


Drift is a conversational messenger platform that you can add to your website, knowledge bases, or online businesses. Now you can easily connect your Document360 knowledge base with the chat application. This gives you an additional edge to provide support or answer queries of your customers by sharing relevant article from your knowledge base, without having to leave the Drift conversation page.


The integration tool Zapier is available as an extension on your Document360. This integration would allow users to connect and integrate between multiple cloud apps and service. You can easily create a Zap (workflows that connect your app). You can choose a trigger for the workflow to activate and then choose a response action. This opens new possibilities and hundreds of possible use cases.

The Zaps helps automate your tasks at the background, and basically automates certain workflows.


Home page builder

The user interface in the Home page builder is made even easier with different functions segregated. We have added Widgets (Most viewed, liked, read, modified, and created) which you can customize on your home page. Also, you can edit and add Language specific SEO titles for your page.


Selective PDF export

Now you can perform the bulk operation of exporting your intended articles as a PDF file. You can select all or specific articles you want to be compiled and exported using the Generate pdf option.

Article status indicator

We have introduced a new status indicator in articles. The newly created articles that haven’t yet been published are indicated in Blue. Also, previously the articles that are being forked would be represented in Yellow & Green will henceforth be indicated in just Yellow. The rest of the status indicators remain the same (Green for published articles and Red for article under review)


We have improved the UI in the Integrations page. Now there are about 21 integrations that can be connected with your Document360 project. Another notable feature is the ability to switch on/off the integration in your project without having to remove or delete the configuration completely.


Machine translate

Earlier articles in the HTML editor (WYSIWYG) could be translated using the Machine translate option. If you wanted to translate an article in Markdown, you had to manually convert/change the editor settings to HTML editor before proceeding with the Translate.

With the latest improvement the articles created with markdown editor can be automatically changed to HTML when you click on Machine translate.


You can now set restrictions for file formats that can be uploaded into the Drive

Another minor improvement is with the folder colors. Earlier users can only select from a predefined color palette. But now, we have added the color picker and He code support.

Table of content

Now you can choose to display even H3 and H4 subheadings on the right-side along with table of content in your articles. Earlier the default mode was only for H2 headings. This would give a complete tree-view skeleton of the article.

UI/UX improvements

We have made few UI improvements in the portal. Some notable ones are

  • In Settings → Project admin → General, we have split and segregated the options under three different tabs (General, Editor, and Drive)

  • In Settings, under Knowledge base site we have split the earlier Design & Navigations to two main menu items (Design, Navigations)

  • The loading graphics within the portal has been given a new design.

Enterprise SSO, Chrome extension, Enhancement in Article redirection, and HTML editor improvement.


Enterprise SSO

The Enterprise SSO (Single Sign-On) feature enriches the user experience in authentication and access within Document360. Enabling the SSO feature in your knowledge base projects simplifies the credential management, saves time, improves identity protections which in turn adds an additional level of security. The user need not worry about remembering the individual credentials for each project. Users can choose from two different SSO standards, the SAML 2.0 (Security Assertion Markup Language) and OpenID Connect. Also, users can choose from different Identity Providers like Okta, Microsoft Azure Active Directory, and Auth0.


New Extensions


Now Document360 is available for access on Google Chrome browser as an extension. With the Document360 extension, personnel from your organization with access to API key can connect, access, and look-up content from your knowledge base in their browser tabs anytime, anywhere.

The highlights of the Document360 extension include birds eye view of your knowledge base categories and articles, quick launch label, easy article search, suggested articles based on top searches, and a convenient reader mode. Last edit on 03 November 2020


Other Improvements

  • We have added Version level article redirection based on popular customers’ request.
  • Now roman numerals can be used for numbering in HTML (WYSIWYG) editor.
  • We have also updated few security improvement fixes in Document360 APIs.

Localization, Document360 Drive, Crowdin and Drift extensions, and more

Feature Releases


Document360 now comes with complete localization as a major feature update. By offering your brand experience and support in a language that feels familiar, both existing and potential customers are much more likely to engage with your knowledge base content and reduce churn rate. Localizing your Home page and your knowledge base would eliminate many hindrances faced by your customers in understanding and connecting with your business, as opposed to single language website and documentation. The translation of your categories can either be done manually, with generic machine translation (MT) option, or translation extensions like Crowdin.

There’s much more to gain from localizing your Document360 knowledge base than just translated articles. You would be able to customize functionalities, articles, and URL slug in the intended languages. This would mean the content is either just translated from the original language or content is modified to better suit the target audience. The graphics, colors, and the aesthetics of your pages, fonts, and images can also be modified.

Apart from the content and visual elements, there other parameters like units of measures, currencies, local formats for addresses, dates, communication addresses, and more.



A new and improved repository for your entire digital assets is here. Sync, organize, backup, and work with your folders and digital file formats like images, videos, audios, documents, and many other formats.
You can upload your digital assets to Drive using the simple interfaces on your Document360 project dashboard. The way the Drive works is similar to most well-known cloud storage platforms and a no brainer to get used to. Also, your Drive size limit would be based on the monthly plan you’ve chosen.

New Extensions


Crowdin a cloud-based localization aide, that helps your Document360 knowledge base with a multilingual machine translation of categories and articles. The integration of Crowdin extension with Document360 provides an array of possibilities in context to high quality and near-perfect translations. This helps companies cater to a multi-linguistic clientele much more susceptible to your business.

The integration is pretty straight-forward and can be easily achieved with the aid of our installation guide. And the translation interfaces after integration can be done using a simple ‘Push to Crowdin’ button.


Now you can integrate your Document360 knowledge base with Drift, a sought after conversational platform to integrate with your website, knowledge bases, or online businesses. The main feature highlight of integrating your knowledge base with a chat application like Drift gives you an additional edge to provide support or answer queries of your customers by searching for and sharing relevant articles from your knowledge base. All this can be done without having to leave the Drift conversation page.

Other improvements

Knowledge base assistant

We have enhanced the already existing In-app assistant on Document360. We now call it the Knowledge base Assistant. All the existing and new functions have been brought under more structured and easily accessible dropdowns. And with the introduction of Localization, users can select and search articles in version and language-level specific knowledge bases. We have also introduced the Custom launcher icon where you can select from a list of icons or also insert your custom icon from any URL. In the user website, the assistant widget is movable and not fixed to a static position.

New and Simplified UI

We revamped our existing User interface (UI) and introduced a better, fluidic, and streamlined controls and menu options. This UI change makes all the relevant functions more accessible and simplifies the project settings. Also, we have revamped the article settings, discussions, view history and we’ve introduced individual article stats.

MS Teams Integration, Category breadcrumb in Search and more

Microsoft Teams integration

Now users can integrate Microsoft Teams with Document360 seamlessly. This would enable users to search for and share articles from Document360 within Microsoft Teams platform. The integration is configurable in a matter of seconds by an authorization key.

teams integration.jpg

Category breadcrumb in search

We've improved the Search results UI with "Category Breadcrumb" across the platform, be it the Portal and the Website. It provides a clear understanding of which category a search-result-article belongs to, by looking at the category.

category breadcrumb.png

Search with slug

We've improved our search by enabling the slug Also, as an add-on enhancement, users can search for any article with the article’s slug.

More security to the Private projects

We've improved the security around Private project resources. Now the private project resources cannot be accessed with direct URLs.

Performance Improvements

In this release we've improved the performance of the platform and you would observe a considerable improvement in performance for the portal and the documentation website.

Please feel free to add your feedback or suggestions here, thanks.

Article Locking, Article Stale Rules, Status Indicator, and more

Article Locking

Another level of improvement in authoring experience! In this release we have implemented the locking mechanism in editor to prevent multiple users editing the same article at the same time. You can "unlock" the article manually once done with the editing, or it will be "unlocked" automatically after 15 minutes of inactivity.

article lock.png

Article Stale Rules

It is important to ensure that your knowledge base content is up-to-date and being updated as necessary on regular basis. Article Stale Rules will help you get alerts for articles not updated for a certain time. Stale and Fresh are the two states which will help you understand if an article needs immediate attention for update, as set by you. Red and Green colors on the category manager indicate stale/fresh articles in that category. Once an Stale Article is reviewed, it can be set back to Fresh State.

Article Stale Rules can be set at Global level instead of marking them individually.

stale articles 2.png

Article Status Indicator

We've enhance the indication for articles in different states. Now different colors on the category manager will help you easily identity Newly Created Articles, Articles having draft version and articles which need a review.

Color / Indication

Yellow : New Article
Green : Published Article
Yellow/Green : Published Articles with draft version
Red : Stale Article (outdated contents)

please refer to the image below:

stale articles.png

Home Page Builder

We've enhanced the look and feel of the home page builder. Now while adding a new project you will see new templates to provide you better understanding of the knowledge base home page.

Following enhancements are done:

  • capability to add inline sections in the middle of any section.
  • collapse/expand the sections to work without scroll up and down.
  • insert image either from url or file manager for icons in column of text/category sections
  • featured image support to landing page

My Analytics, Slack Integration and more

My Analytics

We have improved the My profile view in the application by bringing the power of analytics inside the my profile blade view.

Henceforth, you can view your custom analytics from my profile view itself. When you are navigating into any project inside the portal, My Profile blade will provide you with more insight about your recent activities and analytics data like most viewed article and the details of the newly created articles related to that particular project.

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Slack Integration

Document360 helps you to create user-friendly documentation, author in Markdown, and manage multiple versions. The product scales easily with your business.

With the new Slack integration, you will equip your agents with all your knowledge without leaving Slack. With our handy app, you will be able to search through the knowledge base, link the articles and create articles to your current workspace without leaving slack. GetImage (3).png

Multi token option in Freshdesk

Document360 - Freshdesk Integration helps you to search through the knowledgebase, link the articles or create them from your current reply. Earlier, we were able to integrate with only one Knowledgebase project now we have extended this feature to support integrating multiple knowledgebase projects at the same time.

HTML Code Block

This is one of the features which our customers were requesting. Initially, we have implemented code block in markdown editor but now we have implemented this capability in HTML editor also. HTML Code Block allows you to easily post your syntax-highlighted code in the site without losing its format. It highlights your code with respective language format. It supports nearly 31 programming language formats. It gives a rich user experience to your user to understand the code.

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We have revamped our payment UI with rich and better user experience.

Internal links, Auto complete on tags and Analytics improvements

Internal links:

We keep on listening and working on customer's feedback, Previously users need to give article slug URL to link other articles inside the article. Now we have enhanced this functionality, user can either give link url or search for existing articles in the same version to link it in article. To insert external links, user can simply paste the url link. It supported in both Markdown and HTML editor.

Auto complete on tags:

In this release, we have implemented the Autocomplete on tags. Tags that we have given already in the article in the documentation or File manager will get displayed in the dropdown when we add new tags. It will display the relevant tags in the dropdown from the other articles so that the user can easily choose the tags and group them accordingly.
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Some of the enhancements which we have made in analytics are

We have moved the “Feedback “as a separate section which initially was under the Performance section. All the functionalities will remain the same.

By default, we have made the date filter to 90 days in all sections, so it will be ease to view the data.

Internal Notes, Feedback analytics and more

Internal Notes :

Internal notes are used to share information or notes with your teammates within an article, which you do not wish you share with the public. Internal notes will only be visible in knowledge-based for logged-in users and will not be visible for the public. Internal notes will come in handy in scenarios where you want more contextual data for your logged-in support engineers who use the same publicly available documentation to support your customers.

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Feedback analytics :

Customer feedback is crucial for the growth of any product. With Feedback analytics, we make it easier for your customers to share their feedback and help you to understand your customer's pulse and gather their voice. Check out customer feedback in Analytics-> Performance -> Feedback section.

MicrosoftTeams-image.png (knowledge base feedback form)

MicrosoftTeams-image (1).png (Analytics in portal)

URL mapping for in-app assistant :

In this release, we have enhanced the In-app assistant by implementing,

  1. Dedicated custom CSS/JS section for widget so that you can change the look and feel of the Document360 widget.
  2. Support for dynamic URL mapping by regex pattern and options to match the given pattern in Path, Query parameter, and the hash value of URL.

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