Document360

RATING:

4.7

(202)

About Document360

Document360 is an AI-powered knowledge base software for creating and sharing self-service knowledge bases. It offers a range of tools, including documentation creation, categorization, editing, and branding features such as markdown support, version control with rollback options, preview capabilities, AI-driven search, custom domain mapping, internal commenting, and other functionalities. You can create a knowledge base, wikis, manuals, API docs, software documentation and other types of online documentation for your customers & teams at a scale. Unlike other tools, you can not just create a private or public knowledge base but also create a mixed knowledge base. The solution's built-in editor features markdown keyboard shortcuts and allows users to share code snip...

Awards and Recognition

FrontRunner 2022
Software Advice's FrontRunners report ranks top products based on user reviews, which helps businesses find the right software.

Document360 Pricing

Free: - $0 Standard: $149/month (billed annually) Professional: $299/month(billed annually) Business: $399/month(billed annually) Enterprise: $599/month(billed annually) Enterprise Plus: Contact use for pricing details.

Starting price: 

$149.00 per month

Free trial: 

Available

Free version: 

Available

Editor

Document360 Reviews

Overall Rating

4.7

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

5

Value for money

4.5

Functionality

4.5

Most Helpful Reviews for Document360

1 - 5 of 202 Reviews

User Profile

Julian

Verified reviewer

Computer Software, 51-200 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed December 2022

The best tool we found for creating and managing a KB

We had an old looking KB that was difficult to customize. Setting up the KB in Document360 was fast and maintaining it with new articles is easy. The look is now up-to-date and our users are very positive. The support from the Document360 team and their willingness to listen is also great.

PROS

The choice of editors (markdown and WYSIWYG) and the single-sourcing features using snippets and templates. The Home Page Builder meant we were able to quickly set up a KB with the same look and feel of our website. The support is also first class.

CONS

Once in WYSIWYG editor, moving back to markdown is not possible. The advanced search includes options like contributors that we don't want to advertise.

Reason for choosing Document360

Document360 was the easiest to use with the most features. We tested each product for a few days to see what each could do and Document360 was the easiest and fastest to set up something basic and included a feature set the ticked all our boxes.

Reasons for switching to Document360

The old product could not be customized the way we wanted it and provided a very old look.

User Profile

David Andre

Verified reviewer

Hospitality, 51-200 employees

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed July 2023

Great Tool Amazing Customer Support

PROS

1. The software is very user-friendly and easy to learn2. Straightforward Setup. It takes little effort to spin up a new KB3. Lots of extensions (Slack, Chrome, Salesforce, embeddable widget, etc.) allow your users to access the KB wherever needed.4. Amazing support team. They are very responsive both in support calls and issues that require development.5. Great API Support

CONS

1. The editor could use some key improvements (though I understand this is currently being worked on). For instance, there are no inline comments.2. Zapier integration is very limited. No ability to update articles (new versions) based on actions in other tools like Confluence.3. Interface can be slow at times.4. UI is not bad but could use some quality-of-life improvements.

Reason for choosing Document360

Ultimately, Doc360 allowed me to provide easily accessible knowledge to all of my users, while other tools were limited or required a larger expense to achieve the same goals.

Reasons for switching to Document360

Zendesk does support very well. However, it lacked many vital features essential to doc management (versions, user assignment, workflow management, etc.).

Simon

Internet, 2-10 employees

Used weekly for less than 6 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

3

EASE OF USE

4

VALUE FOR MONEY

3

CUSTOMER SUPPORT

5

FUNCTIONALITY

3

Reviewed May 2022

Good Software, Very Good Support

PROS

The availability of the customer support and the help of them was very useful.

CONS

Some Features are missing that we found were essential in some cases. Like Custom Icons or likely more. More No-Code Customisation in the Homepage-Builder could help us also.

Anonymous

5,001-10,000 employees

Used weekly for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed January 2024

Modern Knowledge Managment

PROS

Easy to use was the most commonly commented feature from the editors of the system

CONS

Our IT department had a lot of questions about security of the data, it was challenging to get all of the required answers

Reason for choosing Document360

It won in the decision matrix that we made comparing the requirements to the features of each product.

Abigail

Computer & Network Security, 51-200 employees

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed December 2022

Document360's robust import and UI, cataloging, and search features are our holy grail

Document360 is solving the problem of how to efficiently import and present documentation on our product to our customers. Its categorization system enables us to break up long articles into multiple sub-articles, which is a much more digestible format for customers than a long article, especially in this age of bite-size media. Our articles are also easier for. us to edit when they're sub-articles that belong to a category. Its search functionality helps us solve the problem of identifying articles that contain information about a particular feature -- which we need to do when recommending articles to customers and when a core release in our product necessitates changes across a large number of articles. Using the search features saves us the time that we were previously spending opening up large numbers of articles to search manually for information and allows us to feel secure that we have not accidentally missed an article that requires an update because we didn't think to open it up to look for a particular term or set of instructions.Overall, we are having a fantastic experience with Document360. It has made our technical writers' lives so much easier, allowing them to spend more time on creating and updating documentation rather than wrangling it into the knowledge base.

PROS

Document360 is so easy to use and has incredibly robust functionalities that make it easy to set up a knowledge base, import and configure articles, track usage statistics and best practices, and search for information across the entire body of articles. Prior to Document360, my company used two other knowledge base platforms, and we had so many pain points with those platforms. Article updates were tedious and time consuming, which caused publication delays and wasted time on the part of the technical writers. Document360 eliminated almost all of the pain points and enabled us to provide options to customers that we couldn't even envision with our previous providers, such as article categories and nesting, automatically created clickable table of contents of multiple header levels, embedded PDFs, and password protection at the article level.The article import process from Word is easy and doesn't require much cleanup. The robust search functionality was an absolute game changer because it allows us to quickly identify articles that require updating based on their mention of a particular term or phrase. It also allows our customers to find information on our product's functionalities by simply entering a word or phrase on our main page. We really appreciate that the search functionality is comprehensive -- as in, if you enter a word, it will return every single article that mentions that word, regardless of where in the article the word appears.The customer support at Doc

CONS

We have encountered only a few pain points with Document360. The first was that the Document360 staff was supposed to help us migrate articles as part of our plan, but after we signed the contract and began the logistics of the migration, we found out that there were limits on the amount that they would migrate that were not properly communicated to us during the pre-sales phase. We ended up doing the migration ourselves because the Document360 team was not able to start the portion that they agreed to complete prior to the expiration of our contract with our previous knowledge base vendor.The second pain point is that article import from Word is not entirely seamless. We still have some cleanup to do after import, such as formatting of lists. Overall, however, the amount of cleanup we have to do is mild, especially compared with the amount of cleanup we had to do with our previous two platforms.Finally, it would be great if the code editor would maintain your place in the article when you switch back to the WYSIWYG. You can maintain your place when switching from the WYSIWYG to the code editor, but it doesn't work the other way.

Reasons for switching to Document360

Thought Industries has a very clunky interface. Document import required a lot of cleanup. The search functionality doesn't extend to entire articles, but rather to some number of words into an article, causing it to miss words that appear in later parts of articles. Attached PDFs must be downloaded onto the user's computer rather than viewed in the browser or embedded into an article. Thought Industries is more of an LMS product than a knowledge base product, and it made the process of maintaining a knowledge base very painful and tedious.