# Zendesk Integration
Link Document360 with Zendesk to surface relevant knowledge base articles directly within your support tickets.
Overview
The Zendesk integration bridges your documentation and support operations, helping agents find answers faster and reducing ticket resolution time.
Prerequisites
- A Zendesk Support account
- Admin access to both Zendesk and Document360
- Document360 API key
Setup Steps
- In Document360, go to Settings → Integrations → Zendesk.
- Copy your Document360 API Key.
- In Zendesk, install the Document360 app from the Zendesk Marketplace.
- Enter the API Key when prompted during app setup.
- Specify your knowledge base URL.
- Click Install.
Features
- Article Search – Agents can search your knowledge base from the Zendesk ticket sidebar.
- Article Suggestions – Automatically suggests relevant articles based on ticket content.
- Link Sharing – Quickly share article links with customers in replies.
Use Cases
- Reduce ticket volume by empowering customers to self-serve.
- Speed up agent responses with instant access to documentation.
- Track which articles are most referenced in support tickets.
Best Practices
- Keep your knowledge base up-to-date to ensure suggestions are accurate.
- Monitor which articles are frequently shared to identify documentation gaps.
Summary
The Zendesk integration empowers support teams to leverage documentation effectively, improving both agent efficiency and customer satisfaction.