# Freshdesk Integration
Integrate Document360 with Freshdesk to bring knowledge base articles directly into your customer support workflow.
Overview
The Freshdesk integration allows support agents to search and share Document360 articles from within Freshdesk tickets, reducing resolution time and improving customer satisfaction.
Prerequisites
- A Freshdesk account with admin access
- Document360 project admin access
- Document360 API key
Setup Steps
- In Document360, navigate to Settings → API and generate an API Key.
- Open your Freshdesk account and go to Admin → Apps → Get More Apps.
- Search for and install the Document360 app.
- Enter your Document360 API Key and Project URL.
- Click Save.
Features
- Article Search Panel – Search the knowledge base from within any Freshdesk ticket.
- One-Click Insert – Insert article links directly into ticket replies.
- Auto-Suggestions – Get article suggestions based on ticket subject and description.
- Deflection Tracking – Measure how often knowledge base articles resolve tickets.
Use Cases
- Empower agents to resolve tickets faster using up-to-date documentation.
- Reduce ticket volume by enabling self-service through embedded knowledge base links.
- Identify frequently referenced articles and keep them updated.
Best Practices
- Train support agents to use the Document360 search panel regularly.
- Use Freshdesk ticket tags to identify which topics need better documentation coverage.
- Monitor article engagement from Freshdesk to prioritize documentation updates.
Summary
The Freshdesk integration seamlessly connects your knowledge base with your helpdesk, making support operations more efficient and customer experiences more consistent.