Feature Request

Zendesk is deprecating API tokens, which are currently required for the Document360 Federated Search integration. Requesting alternative authentication support to ensure the integration continues working after API tokens are permanently deactivated. This is important to avoid disruption to existing Zendesk Federated Search integrations and provide a seamless transition to new authentication.

When a GitHub account attempting to connect is already linked to a different connection, the connector currently enters a repeated authorization loop with no clear error message, leaving users unable to tell why the connection isn't completing. Suggested enhancement: Detect when a GitHub account is already linked to another active connection during the connect flow, and surface a clear message explaining the conflict and how to resolve it, instead of looping without explanation. Benefit: Users can immediately understand why a GitHub connection isn't completing and resolve it themselves.

A GitHub account can currently be linked to only one active Document360 GitHub connection at a time. Attempting to connect an already-linked account to a second Document360 project results in the connection flow looping indefinitely without a clear error explaining the cause. Suggested Enhancement: Support linking a single GitHub account to multiple Document360 GitHub connections concurrently, or, at minimum, surface a clear error message during the connect flow (rather than a silent infinite loop) when an account is already linked elsewhere. Customer Benefit: Teams managing multiple Document360 projects from the same GitHub account can connect all of them without needing to uninstall and reinstall the GitHub app each time, and would immediately understand the cause if a conflict does occur.

Integration with Popular project management tools such as JIRA, Trello etc. To bring in key data and information around projects and deliveries.

We use the Jira Service Desk ( https://www.atlassian.com/software/jira/service-management/features/service-desk ) for support requests and as a help desk. It would be awesome if we could integrate that into your ticket deflector. The ticket deflection currently only supports Freshdesk & Zendesk. (Note: This is different from other requests regarding Jira integration that I found, which ask for integration of the article workflow.)

Need an integration with Pendo (tool for in-app guides in SaaS products). Provide a way for Pendo to display articles that are relevant for that page in the app.

Request support for API-based integration between Document360 and ITSM platforms to enable: Syncing resolved support tickets/fixes as knowledge base articles. Searching Document360 articles from within the ITSM platform. Associating tickets with knowledge base articles and supporting self-service article creation. This would help streamline knowledge management and improve support efficiency.

We'd really like a HubSpot integration that would allow our CS team to quickly identify a relevant article based on a customer's inquiry and then share it via chat, displaying a card with the article's title. It would also be great to view suggestions in our documentation analytics based on popular customer inquiries in HubSpot.

We would like to see an integration to Hubspot's support Hub

Our company is migrating from Zendesk to HubSpot as our new CRM, with a planned transition in late-2025. To ensure a smooth process and seamless knowledge base integration with our new support system, we request HubSpot CRM functionality within Document360. This integration is crucial for our ongoing operations.