Document360

Document360

4.68

(106)

best for

  • Customer Relationship Management
  • Best For All Business Sizes
  • Supports Multiple Platforms

what reviewers say

  • Great value for money
  • Great ease of use
  • Great functionality
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Frontrunner 2021

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What is Document360?

Document360 is a cloud-based help desk solution that enables users in businesses across various industries to create, collaborate and publish self-service knowledge bases for their products. Features include content management, guided problem solving, discussion boards, product cataloging and more. Document360's category manager helps users to maintain their product documentation in a hierarchy-based structure. Users can also create sub-categories, edit existing ones and record articles within categories. The solution's built-in editor features markdown keyboard shortcuts and allows users to share code snippets with readers, upload screenshots, create internal links to articles, add tables to documents and get real-time inline previews of content. Document360'... read more
Analytics
Analytics
Category manager
Category manager
Backup restore
Backup restore
Markdown support
Markdown support
Category manager
Category manager
Backup restore
Backup restore
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User Review Highlights

4.68

106 Reviews

5
67
4
29
3
2
2
0
1
0
4.5

Ease-of-use

out of 5
5

Customer Support

out of 5
4.5

Value for money

out of 5
4.5

Functionality

out of 5
  • icon"Creating and updating articles is really easy. The support / customer success team is eager to help and to build and deploy new functionality."
  • icon"Document360 is easy to set up and administer. The employees were extremely helpful during the transition and have been very responsive to our requests since."
  • icon"I am happy to work with the whole package Document360 offers. It is not only the simplicity when creating and organizing articles but also the storing of images and videos one use in them."
  • icon"The search feature and permissions can sometimes not work properly or get messed up."
  • icon"Initially, PDF export was not functioning well."
  • icon"It can be hard to set up with other applications we use often."

Read user reviews

How much does Document360 cost?

Free: - $0 - 5 team accounts - No Credit Card Required Startup: $99/month - 5 team accounts Business: $249/month - 20 team accounts Enterprise: $499/month - 20 team accounts Additional plans for available for an Enterprise-grade knowledge base. Migration support from other knowledge base providers is also available.

Starting price

$99.00 per month

Free trial

Available

Free version

Available

Which features does Document360 offer?

Top Document360 features and user ratings for each are:

Knowledge Management
4.7 (29)
Access Controls/Permissions
4.8 (24)
Knowledge Base Management
4.8 (27)
Content Management
4.7 (26)
Full Text Search
4.7 (44)
Cataloging/Categorization
4.5 (28)
Text Editing
4.3 (39)
Self Service Portal
4.6 (20)
Document Storage
4.6 (34)
Collaboration Tools
4.4 (20)
User Management
4.8 (5)
Document Management
4.6 (8)
Alerts/Notifications
4.2 (6)
SEO Management
4.5 (8)

This data is sourced from real user reviews, to provide you with unbiased context from people who actually use Document360.

How easy is Document360 to use and deploy?

Document360 supports multiple deployment options, including: Cloud, SaaS, Web-based, Windows, Mac, Linux, Chromebook.

People who reviewed this software give it a 4.5 star rating for ease-of-use.

What do verified users say about Document360

4.68/5 out of 106 Reviews

Showing 1 - 5 of 98 reviews

User Profile

Christeen

Verified reviewer

Company size: 2-10 employees

Industry: Computer Software

Time used: Less than 6 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

February 2020

Great overall, could add a couple of more features

Overall I find it a far preferable option to reduce the tickets that shoulder the customer support. The best tool for creating a product Knowledge base and FAQ pages.

Pros

It gives you a central hub of information. Rather than searching and asking for support issues faced by employees through cluttered information, you encourage to find answer themselves. It can be used as both internal and external knowledge base. Top features for me in this tool is the powerful analytics that tells you what people have and what they are looking for, allowing you to plug the gap. This makes your knowledge base more reliable and usable. You can have user restriction access meaning complete control over who is able to access what. If you want to keep your information private.

Cons

The only issue I see is you can import content from WordPress and no word or CHM. Though these are nice to have options I personally prefer having it.

Jay

Company size: 1,001-5,000 employees

Industry: Health, Wellness and Fitness

Time used: Less than 6 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
3

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

July 2022

Best knowledge base for our needs

Pros

It feels very intuitive. We first implemented an open-source solution that had a lot of great features but there were more than a few quirks that made it difficult to scale for the entire department to use. With Document360, it just seems to work. Creating and editing content is easy. Building and rearranging the navigation is easy. And customer support has been very responsive. There seems to be good energy behind the product with a strong pipeline of new features. We evaluated several competing products and Document360 came out on top.

Cons

The cost grows considerably with larger teams. The enterprise package comes with 20 authors but after that pricing is per author and there is no distinction between active content creators and casual content creators. I would like my entire department to be able to create knowledge articles but I know that many, if not most, will do so infrequently and the $19/month per user is steep for what they're contributing. I would like to introduce Document360 to the entire organization but the cost would be prohibitive for the number of users we would like to allow to create content but would do so very infrequently.

Reasons for choosing Document360

It was more intuitive and best fit with our workflows.

Aarthi

Company size: 51-200 employees

Industry: Information Technology and Services

Time used: Less than 12 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
3

Customer support

out of 5
3

Functionality

out of 5

June 2022

The easiest and best tool for KB

Pros

Very easy and intuitive tool for KB Gives complete ownership to writers to manage the end-to-end workflow of documentation Inbuilt image and table styles make work much easier SEO and Analytics give broader understanding of how to design KB

Cons

Inflexible home page editor Introduction of span styles on copy-paste Junk characters with periods, quotes, etc. Difficulty in working with callouts Unavailability of preview or staging for intermediate check or review

Jarren

Verified reviewer

Company size: 201-500 employees

Industry: Insurance

Time used: Less than 12 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
4

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

April 2022

Great Knowledge Base Product!

For a long time, our end-user documentation was located on SharePoint and over the years became very outdated and unorganized. Document360 has changed the way we design, organize, and maintain all of our end-user documentation for our technology applications at a reasonable price. If you are looking for a true Knowledge Base solution to solve a similar issue, I recommend Document360.

Pros

Document360 provides a Knowledge Base SaaS that is robust, but easy to use and maintain. The content tools feature(s) allows for you to design and create your documentation at a macro level, making the micro editing of that documentation very smooth. SSO and Security Permissions make for a more secure environment and analytics dashboards provide insights into your environment, documentation, and potential knowledge gaps.

Cons

Like any SaaS, there are occasionally bugs you are likely to run into with Document360. With that being said, Document360 has a support system in place to help navigate you through those issues.

Reasons for switching to Document360

As mentioned above, SharePoint did not prove to be a good solution for us any more to maintain our documentation and we needed to move to a true Knowledge Base.

Uthara

Company size: 11-50 employees

Industry: Media Production

Time used: More than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
4

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
3

Functionality

out of 5

June 2022

Alternative for DITA for small to mid tier organizations

As I'm moving to a new org, I'm seeing what I can do to take Document360 along with me.

Pros

Document360 has been a breath of fresh air for me after seeing organizations taking it too far with DITA. I will applaud the tool for its simple UI-just MS Word-like and very easy to use! Its powerful Search funtionality is itself enough to make you an instant fan of the platform. Not sure about their backend SEO, but I make use of the slug, short description, and H2 & H3 headings and keywords to optimize my content.

Cons

Experience with Tables can be improved, but I'm told by their Customer Servicing team that some enhancements are on the way.

Showing 1 - 5 of 98 reviews

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