Document360 Release Notes

Document360 version 12.8.5 is now live, with a redesigned navigation and unified menu for moving between projects, workspaces and languages. This release also brings new label management tools to keep your content organized, and redesigned status icons that make draft content easier to spot at a glance. Other updates include minor UI fixes, security fixes, bug fixes, and performance improvements across the Knowledge base portal and site.

Features and enhancements

Redesigned navigation and unified menu

Category: Navigation | Enhancement

The redesigned top and left navigation bars give you a sleek, more streamlined experience. You can switch between projects, workspaces, and languages from a single unified dropdown in the top navigation instead of navigating through separate menus. Projects appear at the top, with their workspaces and available languages organized in an expandable hierarchy, and you can access Manage projects and Manage Workspace & language directly from the dropdown. You can also expand the left navigation bar to see item names when you need more context. This feature is being rolled out in phases. If you don't see it yet, it will be available in your project soon.

Note

For more information, read the article on Managing projects, workspaces, and languages.

Manage labels and label groups

Category: Content tools | Feature

Labels were easy to create and impossible to clean up. Removing a label from every article only stopped it from being used; the label stayed in your project indefinitely. The new Manage labels page fixes this. Go to Content tools > Labels to create, rename, group, and delete labels and label groups, delete or move labels in bulk, filter the list, and see how many times a label is in use before removing it. Only Owner and Admin roles can access Manage labels. If your project still has flat, ungrouped labels, you now have a one-time prompt to organize them into groups.

Note

For more information, read the article on Managing labels.

Redesigned status icons for articles and page categories

Category: Content management | Enhancement

Article and page category status indicators have been redesigned for better clarity. When a published article has an active draft, instead of a yellow status dot shown alongside the title, the icon itself now reflects the article's state with a dual-tone icon, so you can tell draft content apart at a glance.

Other updates

• When configuring an AI chatbot's knowledge base source, the Content access configuration dropdown now includes a None option. Selecting knowledge base content is no longer mandatory, so you can set up a chatbot without your knowledge base as a source, letting it draw solely on other configured sources.
• The My profile and Change Password menus in the top navigation bar now have an improved UI.
• Minor security updates, bug fixes, and performance improvements have also been implemented across the Knowledge base portal and Knowledge base site.

Document360 v12.8.4 is now live with a major update to how teams create and review content in the Knowledge base portal. Collaborative editing lets multiple contributors work on the same article at the same time, making it easier to write, review, and refine content as a team. Other updates include minor UI fixes, security fixes, bug fixes, and performance improvements across the Knowledge base portal and site.

Features and enhancements

Collaborative editing lets your team edit together without the wait

Category: Editor | Feature

With Collaborative editing in the Advanced WYSIWYG editor, multiple contributors can work on the same article at once, see each other’s cursors and edits, add media, and leave comments, with every change synced live. No more waiting for locks, juggling edits, or worrying about overwritten changes. Reviewers can also review and comment while others continue editing.

Publishing no longer interrupts collaboration. When an article is published, contributors are notified, and a new draft is created automatically so work can continue. Enhanced version history lets you see who changed what, compare versions, and restore earlier content when needed.

Work faster without losing control of permissions, workflows, and review states keeping collaboration organized from draft to publish. Collaborative editing is rolled out in phases, so if you don’t see it yet, it’s on its way.

Note

For more information, read the article on Collaborative editing (opens in new tab).

Other updates

• Offline documentation now supports dark theme for a more comfortable reading experience.
• Step by step guides are now structured for AI agents and LLMs to read and understand.
• Minor security updates, bug fixes, and performance improvements have also been implemented across the Knowledge base portal and Knowledge base site.

Document360 v12.8.3 is now live, with improvements focused on performance, navigation, and publishing. Publishing is made simpler now with the redesigned Publish dialog bringing one-click AI suggestions and pre-publish checks right where you need them. We’ve also improved offline documentation sync to keep it better aligned with your live knowledge base, along with a range of smaller improvements across the portal.

Features and enhancements

Publish dialog updated with AI assistance and publishing checks

Category: Content management | Enhancement

Publishing an article is now faster, smarter, and easier with the redesigned Publish dialog. It brings everything you need to review, refine, validate, and publish an article into one streamlined workspace, so you can complete the entire publishing workflow in one place. The dialog brings article metadata, publishing options, and AI-powered suggestions together in one view. You can regenerate suggestions with a single click using Auto Fix.

Before publishing, the dialog surfaces potential issues, including broken links, unresolved comments, and reader acknowledgement information, so you can address them upfront. Publish immediately or schedule for a specific date and time, and access advanced settings such as Preferences and Search visibility, all without leaving the dialog.

Offline documentation exports now mirror your live knowledge base

Category: Offline documentation export | Enhancement

Offline and Web Help exports now more closely match the look and feel of your live knowledge base, addressing several gaps in exported content and improving readability and usability. H1 and H2 headings now render at distinct sizes to preserve document hierarchy. Articles in Markdown with right-to-left (RTL) languages also retain the correct text direction and layout.

Exported articles now include the table of contents, breadcrumbs, and previous/next article navigation, making it easier for readers to find their way through your documentation. They also use the same font family as your live knowledge base for a more consistent reading experience. Images embedded through snippets retain their original display size, while glossary term definitions and links are preserved. Code blocks now include a copy button that works offline, making it easier for readers to copy code without an internet connection.

Other updates

• The Widget configuration page has been reorganized, with fields and tabs regrouped for a clearer layout.
• The Article settings and Localization variables pages now have an improved UI for easier navigation.
• Minor security updates, bug fixes, and performance improvements have also been implemented across the Knowledge base portal and Knowledge base site.

Features and enhancements

API v3 with latest endpoints & authorization controls

Category: API documentation | Feature

Build secure, scalable integrations with Document360's new API v3, featuring expanded endpoints and permission-aware authorization. API v3 is a ground-up rebuild of Document360's public REST API, expanding what you can automate, including content, users and roles, reader access, drive, and analytics. A select set of advanced endpoints is available as an optional add-on.

Apps acting on behalf of a signed-in user authenticate via OAuth 2.0. Integrations and scripts now use scoped API keys, with a defined portal role, content role, and content scope. New endpoints cover article management, user management, drive management, search, and analytics.

We recommend you upgrade to API v3, which gives you more endpoint capabilities and built-in, permission-aware security controls. Existing API v1/v2 integrations remain unaffected and continue to work as-is.

For more information, read API documentation.

Restrict Eddy AI features for specific reader groups

Category: Reader groups | Feature

You can now control which reader groups can use specific Eddy AI features on your knowledge base site. This is useful when one workspace serves different audiences with different AI needs.

Using the new Restrict access option, you can exclude selected reader groups from features like AI assistive search (Ask Eddy), AI article summarizer, Dynamic related article recommendation, MCP server, and Listen (text to voice). Restricted features are hidden for those readers across the site, while all other groups keep full access by default.

For more information, read the article on Restrict reader group access.

Other updates

• The Smart bar experience has been redesigned with a live preview, an improved creation panel, language selection dropdown, bulk actions, and a duplicate option to simplify Smart bar creation and management.
• The Ticket deflector page has been renamed to Get help in the Knowledge base site. The updated page name is now reflected in the page URL and breadcrumb navigation, making it easier for readers to locate support resources. Existing bookmarks and links will continue to work automatically.
• Minor security updates, bug fixes, and performance improvements have also been implemented across the Knowledge base portal and Knowledge base site.

Document360 v12.8.1 is now live, and it reshapes how developers work with your API documentation. The API reference is now a place to explore, test, and troubleshoot endpoints without ever leaving the page, with a rebuilt Try It! console, live schema validation, in-console authorization, and Eddy AI answering questions inline. Alongside this, a new Widget 2.0 embedding architecture begins rolling out, together with security updates, performance improvements, and UI refinements across the portal and knowledge base site.

Features and enhancements

A powerful, interactive API reference experience

Category: API documentation | Feature

The API reference has had a major revamp in this release, giving the developers who read your documentation a faster, more capable way to explore and test your APIs. It now uses a redesigned three-pane layout, and a rebuilt Try It! console lets readers build requests with full control over parameters, headers, and body, then see the live response right on the page. The request editor validates payloads against the endpoint's schema as you type, catching mistakes before they're sent; reusable session-level variables let a value be saved once and used across endpoints; and readers can authorize secured endpoints directly in the console. Eddy AI is also built in, so readers can ask questions and get context about an endpoint without leaving the reference.

The new experience is currently available on newly created projects and is being rolled out to existing customers in phases. You can try the new experience in our own Document360 API documentation at apidocs.document360.com.

For more information, read the article on Testing endpoints with Try It!

Other updates

• A new Widget 2.0 embedding architecture is being rolled out with an option to test and migrate. You'll have received an email communication with the technical changes required and the timeline to complete them.
• Minor security updates, bug fixes, performance improvements, and UI upgrades have also been implemented across the Knowledge base portal and Knowledge base site.

Document360 v12.6.2 is now live, bringing improvements to how you manage, export, and present your knowledge base content. This release enhances the global Find and Replace with broader search scope across variables, snippets, glossaries, and hyperlinks, introduces flexible section re-ordering in PDF exports, a new Category Grouping option for a cleaner knowledge base site experience, and extends SCIM provisioning with a new userType attribute for direct Reviewer provisioning. Readers can also now copy articles as Markdown, view them as plain text, or open them directly in ChatGPT or Claude from the knowledge base site.

Features and enhancements

Find it, fix it, everywhere - Smarter global find and replace

Category: Content tools | Enhancement

Imagine you've just rebranded a product name and it appears in hundreds of articles, tucked inside variables, snippets, glossary definitions, and hyperlink URLs, and your only option is to open each article manually and hunt it down yourself. The revamped Global Find & Replace in Document360 changes that entirely. You can now search and replace across all of these in a single operation, retarget hyperlink text or URLs in bulk, and use filters such as workspace and category to target specific areas of your knowledge base, including content, article titles, and hyperlinks.

Note

For more information, read the article on Find and replace (opens in new tab).

Your PDF, Your Order - Rearrange sections in exported documents

Category: Find and replace | Enhancement

Ever exported an article to PDF and wished the table of contents, terms and conditions, or version history appeared in a different order? Until now, PDF exports followed a fixed layout, whether or not it matched how your readers preferred to consume the document. With the new PDF section reordering feature, you can reorder the Terms & Conditions, Table of Contents, Content, and Version History sections into the order that best suits your document, while the Cover Page and End Page remain locked at the beginning and end to ensure a consistent, professional finish.

Note

For more information, read the article on Designing a PDF template (opens in new tab).

AI actions in the article more options menu

Category: Knowledge base site | Enhancement

Articles on your knowledge base site now include four new actions in the more options menu - Copy page, View as Markdown, Open in ChatGPT, and Open in Claude. Copy page copies the article as Markdown to your clipboard, View as Markdown opens it as plain text in a new tab, and Open in ChatGPT and Open in Claude launch the article directly in the respective AI assistant. This is especially useful when you want to ask follow-up questions about an article or get a quick summary without leaving your workflow.

Note

For more information, read the article on Article section (opens in new tab).

Organize your Knowledge base with category grouping

Category: Knowledge base site | Enhancement

Now you can label your top-level categories as group headers, giving readers instant visibility into every subcategory and article beneath them, no extra clicks required. With the new Category Grouping setting enabled, these categories stay always-expanded on your knowledge base site, so readers see the full structure at a glance.

Note

For more information, read the article on Knowledge base site overview (opens in new tab).

Other updates

• SCIM provisioning now supports a userType attribute, letting you provision Reviewers directly from your Identity Provider without a manual role change.

NOTE

Minor security updates, bug fixes, and performance improvements have also been implemented across the Knowledge base portal and Knowledge base site

Features and enhancements

Mermaid diagrams - now built into your editor

Category: Advanced WYSIWYG editor | Feature

Have you ever built a diagram in an external tool, embedded it as a static image, and then watched it go stale the moment your process changed? Mermaid diagram support is now built into the Advanced WYSIWYG editor, letting you create, edit, and manage flowcharts, sequence diagrams, class diagrams, and more, directly within your articles without switching tools. Choose from 23 pre-built templates or start from a blank canvas, write your syntax in the split-pane editor with a live preview, and insert the diagram straight into your content.

Diagrams are rendered as images for consistent performance, while the underlying syntax is always preserved so they remain editable whenever your content changes. Diagrams can also be downloaded as PNG or SVG whenever you need them outside the knowledge base.

Note

For more information, read the article on Mermaid diagrams (opens in new tab).

Your docs, easily accessible to AI agents with llms.txt

Category: Content management | Enhancement

Imagine a SaaS company launching a new feature and wanting AI agents & assistants to point users to their own help docs from day one. Document360 now automatically generates an llms.txt file for your knowledge base - a clean, structured Markdown file placed at the root of your site that tells AI agents like ChatGPT, Claude, Gemini, and Copilot exactly what your documentation covers, so they retrieve and cite your articles accurately instead of guessing or pulling from outdated third-party sources.

Note

For more information, read the article on Llms.txt (opens in new tab).

Editor improvements for smoother writing experience

Category: Editor | Enhancement

Your editing experience gets a handful of focused updates this release.

• The Quick insert toolbar has moved to the right so it no longer overlaps your content while you work.
• Converting content from the WYSIWYG editor to the Advanced WYSIWYG editor now handles a wider range of HTML tags without triggering "Block contains unsupported HTML tags" errors.

Note

For more information, read the article on Editor elements (opens in new tab).

Analytics privacy mode - keep reader data private

Category: Analytics | Enhancement

A new Anonymize reader information toggle is now available for private projects, letting Project Owners and Admins disable reader-identifiable tracking entirely. Once enabled, data such as name, email, and user ID is no longer stored or displayed, analytics sections show reader information as anonymous, the Reader Analytics module is completely hidden, and reader-identifiable fields are excluded from exports.

Previously collected data is hidden from the UI when the toggle is on, but not deleted. If a permanent cleanup is needed, the Delete historical reader data button allows a one-time, irreversible deletion of all stored reader data.

Note

For more information, read the article on General project settings (opens in new tab).

Multilingual Support for Custom Fields

Category: Custom Fields | Enhancement

Managing a multilingual knowledge base means keeping content consistent across languages, and that now extends to custom fields. Custom field values set on the default language are automatically carried over to all other language versions. Values are copied from the default language only and remain fully editable per language, giving translators and local authors the flexibility to adjust them as needed.

Note

For more information, read the article on Custom fields (opens in new tab).

Richer formatting now available in API documentation

Category: API Documentation | Enhancement

Ever tried formatting API documentation descriptions the same way you format regular articles, only to find yourself working around a stripped-down text field? That changes now. The API documentation editor includes a mini Advanced WYSIWYG editor, bringing familiar rich-text formatting and slash commands directly into your API reference descriptions.

Note

For more information, read the article on API documentation (opens in new tab).

Improved drive folder routing

Category: Drive | Enhancement

If you've uploaded a file through the Advanced WYSIWYG editor and found it buried in the Images folder despite having a Drive folder configured, that gap is now closed. Files uploaded via the editor now correctly follow your configured Drive folder mapping, so your content always lands where you expect it to. Even without a folder mapping in place, files are automatically routed by file type, with PDFs, presentations, Word documents, and more each going to their own dedicated folder.

Note

For more information, read the article on Drive folder management (opens in new tab).

PDF exports now include version history

Category: PDF Export | Enhancement

A PDF that lands in a compliance review or a customer's inbox should show not just the content, but the history behind it. PDF exports now include a version history section for article and category page exports, capturing details such as the version number, published date, publisher, and publish comments. To ensure every update is properly documented, admins can make publish comments mandatory at the workflow status level through the Workflow designer. Authors can also choose to show version history to readers on the knowledge base site.

PDF exports are also made more flexible. The order of sections such as Terms & conditions, Table of contents, Version history, and Content can now be rearranged via drag-and-drop in the PDF template, while the cover and end pages remain fixed in their respective positions.

Note

For more information, read the article on Export to PDF (opens in new tab).

Other updates

• Reader group and IP address conditions can no longer be configured in public workspaces, ensuring content remains publicly accessible in both standalone public projects and mixed projects.
• The X-Content-Type-Options: nosniff HTTP response header is now enforced across all knowledge base site endpoints, preventing browsers from performing MIME-type sniffing.
• A new Conditional content filter is now available in the All articles page, allowing you to filter articles by conditional content parameter.
• When a table exceeds the screen width on the KB site, the horizontal scrollbar is now always visible on screen; users no longer need to scroll to the bottom of the table to access it.
• The project selection menu in the top navigation bar of your knowledge base portal now includes a Manage projects option for quick access to the Projects dashboard.
• The Document360 AI Capture extension now officially supports Microsoft Edge and Brave browsers, in addition to the existing Chrome support.
• You can now control the order in which SSO and JWT login buttons appear on your reader login page. The CTA position list in Site customization combines all your active SSO and JWT providers in one place. Drag them into the order that works best for your readers.
• Logo display on the knowledge base portal has been improved for better visibility across light and dark mode backgrounds.
• The Edit option has been removed from the article preview page to keep the preview experience focused on content review and prevent duplicate editor sessions.

Features and enhancements

MCP now supports publishing, unpublishing, and workflow management

Category: MCP | Enhancement

The Document360 MCP server now lets your connected AI assistant manage the entire content lifecycle, from review to publication, without switching back to the portal. Previously, MCP-supported AI assistants could search, read, create, and update content, but workflow actions such as assigning reviewers, moving content between workflow stages, and publishing or unpublishing articles had to be completed manually in Document360. New MCP tools close that gap, letting you list workflow statuses, assign reviewers, move articles and Page categories through workflow stages, and publish or unpublish content, all from a single conversation with your AI assistant.

A typical flow now looks like this: find an article, make your edits, move it to review with an assignee and due date, and publish it when you're ready, all without leaving your AI assistant.

Export improvements for MCP server and Eddy AI analytics

Category: Analytics | Enhancement

The MCP server analytics dashboard now supports CSV export for the MCP Search Tool chart, in addition to the existing image export, making it easier to analyze search query data outside the portal.

The Eddy AI analytics CSV export has also been updated to include a date & time column in ISO format, giving you a precise and standardized timestamp for every conversation entry.

Minor security updates, bug fixes, and performance improvements have also been implemented across the Knowledge base portal and Knowledge base site.

Document360 v12.5.1 is now live, bringing meaningful improvements across authentication, analytics, and knowledge base management. This release introduces support for multiple JWT configurations, a dedicated MCP server analytics dashboard, and reader permission inheritance for categories. Alongside these, enhancements to KB Site personalization, PDF export customization, API documentation management, and feedback visibility help teams build more organized, flexible, and reader-friendly documentation experiences.

Features/Enhancements

Support for multiple JWT configurations

Category: SSO | Feature

You can now configure and manage up to 5 JWT (JSON Web Token) setups within a single project, making it easier for enterprise and multi-domain customers to support multiple authentication methods. Each JWT configuration can have its own client ID, login URL, logout URL, domain name, and secret token. You can enable, disable, or delete each configuration independently. Admins can configure branded login buttons by defining the text and logo to be displayed on the knowledge base login page. Up to three JWT buttons are shown directly on the login page, while additional configurations can still be accessed when readers enter their domain. JWT and SSO configurations can now work together within the same project, and the login page automatically adjusts based on the enabled authentication methods.

MCP server analytics

Category: Analytics | Feature

A new MCP server analytics dashboard is now available, giving you full visibility into how your knowledge base is being consumed through AI assistants and tools. You can track call volumes, success and failure rates, active users, tool usage, and top MCP clients, helping you understand usage patterns and measure the value delivery of your MCP integration.

Inherited reader permissions for categories

Category: Readers & Groups | Enhancement

Reader and reader group permissions can now automatically inherit access from parent categories to all subcategories, similar to how permissions already work for users. This inheritance is enabled by default for new projects. For existing projects, Project Owners or Admins can run a one-time migration from the Readers & Groups section. After migration, any reader or reader group with access to a parent category will automatically get access to its existing and future subcategories. Admins can still block inheritance or set specific allow and deny permissions for any workspace, language and category/article level.

Enhanced Knowledge base site personalization with Favorites

Category: Knowledge base site | Enhancement

Several improvements have been added to KB Site to improve reader experience and navigation. Logged-in readers can now mark articles, decision trees, API endpoints, and page categories as favorites using the heart icon, and access all saved items from a dedicated Favorites section in the left panel or via their profile. The right-hand panel is now configurable, admins can reorder modules (Files, Tags, Related Articles, In This Article) via drag-and-drop and can move Related articles between the right panel and the article footer. Key header actions including Export PDF, Share, and Follow now remain visible in a sticky header while readers scroll.

Advanced PDF customization with dynamic metadata in footer, cover page, and end page

Category: PDF export | Enhancement

The PDF export template system now supports dynamic placeholders in the footer, cover page title, and a new customizable end page. Admins can use the Add placeholder option to automatically insert values such as article title, language, and version. The end page can be customized with a title, description, text alignment, font and background colors, and logo or background image uploads. By default, the exported PDF file name is taken from the cover page title, but it can still be edited before export.

Export articles as PDF from the Notifications section on the KB site

Category: PDF export | Enhancement

Readers on the private knowledge base site can now access and download exported PDFs directly from the Notifications section, without relying on email. These exports follow the same PDF template configurations set by admins, including footer metadata, cover pages, custom file naming, and all bulk export templates configured for exporting multiple articles, ensuring a consistent export experience. Exported PDFs remain available in the Notifications section for 30 days from the date they are generated.

Improved endpoint management for API documentation

Category: API documentation | Enhancement

When an API reference file is updated and existing endpoint URLs change, you are now shown a list of affected endpoints before proceeding. Affected endpoints are moved to the Recycle bin where their content can be previewed and permanently deleted, keeping the category tree clean.

Enhancements to Feedback Management

Category: Feedback manager | Enhancement

The Feedback Manager now displays the total number of feedback items directly on the dashboard for better visibility. A new ‘Has comments’ filter under the Dislike feedback type helps you quickly find feedback that includes comments. Each feedback item also now includes a copy link option that generates a unique shareable URL. Opening the link takes users directly to the specific feedback item, while unauthorized users will see an appropriate access restriction message.

Other updates

• FAQ items in the FAQ accordion can now be reordered using the move up and move down controls, giving you full control over the order in which FAQs appear on your knowledge base site.
• Subfolder-hosted projects can now automatically redirect the Document360 subdomain to the canonical custom domain. When enabled, all requests landing on the Document360 subdomain are redirected to the canonical domain, preserving the original path and query string.
• The Additional Scope field is now available in the OpenID SSO configuration under Step 3: Configure Service Provider. When editing an existing SSO setup, previously configured scopes are automatically shown and saved correctly to prevent accidental resets. You can add up to three additional scopes.
• When updating workflow statuses, "Leave unassigned" is now selected by default if no default assignee is configured for the selected workflow status. This applies to both single-article and bulk workflow updates.
• Navigation links, table of contents links, and tag links on the knowledge base site now include proper href attributes, improving SEO crawlability and accessibility compliance.

NOTE

Minor security updates, bug fixes, and performance improvements have also been implemented across the Knowledge base portal and Knowledge base site.

Features/Enhancements

Multi-language support for step by step guides

Category: Step by step guides | Feature

Step by step guides created with Floik now support multilingual workflows. Guides created in the default workspace language act as the source, and translations can be generated for any enabled secondary language. When the source guide is updated, translated versions are automatically marked as “Needs translation”, helping you easily track and manage updates across languages. This ensures guides remain consistent and up to date across your knowledge base.

For more information, read the article on Step by step guides.

Advanced Content Security Policy (CSP) controls for stronger portal security

Category: Security | Improvement

The Content Security Policy (CSP) configuration experience has been redesigned with a more structured interface. Policies are now organized into sections such as Code policy, Resource control, Embedding & Security, and Reporting, making them easier to manage. This update also expands directive support, including options like form-action, object-source, and worker-source, and adds reporting settings to help administrators monitor policy violations more effectively.

For more information, read the article on Content security policy.

Reliable anchor links across edits and languages

Category: Advanced WYSIWYG editor | Improvement

Anchor links to headings in your articles are now more stable across edits and multilingual versions. Each heading created in the Advanced WYSIWYG editor is automatically assigned a unique, permanent ID that remains unchanged even if the heading text is edited later. The same ID is also preserved across translated versions of the article, ensuring links consistently navigate readers to the correct section in any language.

For more information, read the article on Adding hyperlinks.

Secure widget link navigation across workspaces

Category: Widget | Improvement

JWT-enabled knowledge base widgets now validate internal links for reader group permissions on every click, ensuring users can access only the content they are authorized to view. This update also adds support for seamless link navigation across standard workspaces within the widget, creating a smoother reading experience while preserving secure access control.

For more information, read the article on Managing the knowledge base widget.

Other updates

• Eddy AI search performance is further improved to intelligently break down complex queries, improve language detection, and deliver more accurate, high‑relevance results for a smoother search experience.
• List formatting does not apply to headings in the editor. List formatting is restricted to regular paragraphs only, so typing a numbered prefix inside a heading no longer affects its formatting.
• You can now add featured images to public articles in mixed-public workspaces. If the article is private or placed under a restricted hierarchy, the option remains disabled with a contextual message.
• “Machine translate” has been renamed to “Translate with Eddy AI” across the platform to better reflect its AI-powered translation capabilities.
• A new configuration option is now available in the Freshdesk integration, allowing administrators to control whether agents can create knowledge base articles directly from within the Freshdesk app.

NOTE

Minor security updates, bug fixes, and performance improvements have also been implemented across the Knowledge base portal and Knowledge base site.

Document360 v12.3.1 is now live, bringing new features and improvements that enhance access management, content discovery, and the overall knowledge base experience. This release introduces SCIM provisioning for SSO, MCP server integration, custom fields for structured metadata, and interactive table filtering and sorting on the knowledge base site. Alongside these updates, several enhancements across AI-powered support workflows, SEO behavior, content management, accessibility, and platform usability help teams manage documentation more efficiently and deliver a better experience for readers.

Features/Enhancements

SCIM provisioning for SSO enabling simplified user management

Category: SSO | Feature

You can now automatically manage users, readers, and groups in Document360 directly from your Identity Provider (IdP) using System for Cross-domain Identity Management (SCIM) provisioning. Once enabled, changes made in your IdP, such as adding, updating, deactivating, or removing users, are reflected in Document360 automatically. This ensures accurate access control as teams grow or change, reduces manual effort, and keeps user management secure and consistent across projects.

For more information, read the article on Managing users and readers with SCIM.

MCP server for simpler content discovery

Category: AI Settings | Feature

You can now connect Model Context Protocol (MCP)- compatible AI assistants such as ChatGPT, Claude, or Copilot, or use custom connectors to integrate other AI systems with Document360 using secure tokens. This enables you to access and work with your knowledge base directly from your AI environment.

Through the MCP server, AI tools can perform semantic and keyword searches, read articles, retrieve article URLs, identify available languages, access project versions, and list categories. Based on configured permissions, AI-driven workflows can also create categories, write new articles, and update existing articles directly in Document360. This enables users to search for, create, and maintain documentation within their AI tools while continuing to enforce Document360’s existing access controls.

For more information, read the article on MCP.

Custom fields for structured metadata

Category: Knowledge Base Portal | Feature

You can now create and manage custom fields to capture structured data across your knowledge base content.

This allows teams to go beyond default data and store information such as product versions, ownership, release status, or any custom attributes relevant to their workflows. Custom fields help standardize content, improve consistency, and make it easier to manage large-scale documentation.

For more information, read the article on Custom fields.

AI-powered replies and article suggestions in Freshdesk

Category: Extensions | Enhancement

The Document360 + Freshdesk extension now helps support agents respond to tickets faster and more with accuracy. Agents can:

• Generate AI-powered responses: Draft a contextual response directly in Freshdesk based on the knowledge base content in Document360. Replies include proper salutations and the agent’s signature and can be customized before sending.
• View suggested articles: See the most relevant knowledge base articles for the ticket and insert the corresponding link into the replies with one click.
• Support for multiple languages: Draft replies and fetch article suggestions in supported languages, ensuring consistent support across multilingual tickets.
• Stay in control: Admins can manage settings such as workspace and language preferences, AI feature capability configuration.

For more information, read the article on Freshdesk.

Enhanced category selection for project export/import

Category: Content tools | Improvement

Project export and import (JSON & HTML) now features a redesigned selection tree with cascading parent–child relationships, partial selections, and intuitive controls. The new structured view makes it easier to manage complex hierarchies, apply precise selections, and use search to quickly locate categories, sub‑categories, or versions. This update delivers greater clarity, reduces errors, and ensures a faster, more reliable export and import experience for large projects.

For more information, read the article on Import & Export project/article.

SEO improvements for default workspace & localization URLs

Category: SEO | Improvement

We’ve improved how URLs behave when navigating across languages and workspaces in your knowledge base to ensure a more consistent and predictable experience. Pages in the default workspace and default language now always display clean URLs without additional identifiers. When switching to a non-default language or workspace, the URL updates to reflect that context. Switching back to the default language or workspace automatically restores the clean version.

If a direct link includes a default language or workspace identifier, the system now resolves it to the correct canonical URL. This ensures a single authoritative URL for each page, reducing duplicate variations and improving overall SEO hygiene. No configuration changes are required, and the update applies automatically across your knowledge base.

For more information, read the article on Articles SEO.

Enhanced Table Filtering & Sorting

Category: Advanced WYSIWYG editor | Feature

Tables on the Knowledge Base site are now interactive with the new Table Filter & Sort feature, making it easier for readers to navigate large, data-heavy tables. Users can filter across multiple columns and sort by any column to quickly find the information they need, with all actions applied directly on the KB site without affecting authoring workflows. The feature is optimized for performance even with very large datasets and is available across all plans. By turning static tables into dynamic views, this update delivers faster data lookup, improved readability, and a more polished documentation experience.

For more information, read the article on Tables in Advanced WYSIWYG editor.

Other updates

• Titles across documentation now support a broader range of special characters, including symbols such as $, %, *, {, }, ", =, <, and > with consistent rendering across the platform.
• Article titles now support up to 300 characters. Long titles are handled more consistently across the platform, with responsive truncation applied where required.
• Bulk deletion of Users and Readers from the list view has been restricted to prevent accidental mass removals. Admins must now delete accounts individually, reducing the risk of unintended large-scale deletions.
• Citation references in Eddy AI responses on the Analytics page will now show the exact source articles they were pulled from. You will be able to see the specific article titles or links that Eddy AI used to generate each response, directly within the portal.
• You can now configure the expiry duration for drive assets when creating or editing an API token. The expiry time can be configured and set from 15 minutes up to 36 hours, allowing applications and integrations to cache media assets longer without frequent token regeneration. The default expiry remains 15 minutes, and existing API tokens continue using this value unless updated manually.
• Retrieve articles, categories, or documents to return all languages the content exists in along with their publish states, including draft-only languages that have never been published.
• The delete webhook response now includes a slugs field containing the slugs of the deleted article across all its available languages.
• GET calls on the Customer API now run independently of the Document360 portal, so readers can continue accessing the knowledge base site even during scheduled maintenance or portal downtime.
• We’ve enhanced web accessibility with improved ARIA labels, keyboard navigation, color contrast, heading structures, alt text, and screen‑reader support, delivering a faster, clearer, and more inclusive experience.
• Custom domain setup now includes clear, persistent, and step-specific error messages for TXT, CNAME, and SSL verification. Errors remain visible until resolved and provide actionable details on what failed and how to fix it, improving transparency and reducing support dependency during domain configuration.
• Cantonese is now supported as a new language. Eddy AI can now search across all supported Chinese language variants for improved content discoverability.

NOTE

Minor security updates, bug fixes, and performance improvements have also been implemented across the Knowledge base portal and Knowledge base site.

Document360 v12.2.2 release

Document360 v12.2.2 is now live, introducing improvements to the article review reminder experience with a clearer Stale state and enhanced review governance controls. This update also includes reliability improvements to media asset access through configurable SAS token validity.

Features/Enhancements

Category: Review | Improvement

We’ve streamlined the article review reminder lifecycle to provide a single, clear review state and reduce ambiguity for authors and reviewers. When a published article reaches its review due date, it now transitions directly into a Stale state. The Stale badge is interactive, allowing users to mark the article as reviewed directly from the editor with relevant context details. Stale articles are clearly indicated across the knowledge base, including a red dot indicator in the category tree for quick visibility. Users can mark articles as reviewed from multiple entry points, including the Stale badge, the article’s context menu, and the All articles view (including bulk actions). Draft-only articles will not become stale until they are first published.

Project-level review governance has also been enhanced. Admins can now configure automatic review reminders, define whether stale status should clear when a new version is published, and control whether the review timeline resets upon republishing. Article-level review options have been simplified, allowing users to either mark an article for immediate review or schedule a reminder using predefined intervals or custom number of days.

For more information, read the article on Article review reminders

Other updates

You can now configure the expiry duration for drive asset

SAS tokens when creating or editing an API token. The expiry time can be configured and set from 15 minutes up to 36 hours, allowing applications and integrations to cache media assets longer without frequent token regeneration. The default expiry remains 15 minutes, and existing API tokens continue using this value unless updated manually.

NOTE

Minor security updates, bug fixes, and performance improvements have also been implemented across the Knowledge base portal and Knowledge base site.

Features/Enhancements

Improved Workflow assignments for better collaboration and ownership

Category: Workflow status | Improvements

You can now assign multiple users or groups to a workflow stage, allowing shared ownership during reviews, approvals, or content updates. Default assignees can be configured at the workflow level for each status. When an article is moved to a specific state, the default assignees are automatically applied, while still allowing users to modify the workflow assignment at the article level when needed. When multiple users or groups are assigned to a workflow stage, everyone involved can clearly see the individual completion status of each assignee. This makes it easier to understand who has completed their part of the work and allows teams to confidently move articles forward.

For more information, read the article on Managing workflow status

Table usability enhancements

Category: Editor | Improvement

We’ve improved table interactions to make working with large and content-rich tables easier and more intuitive:

• You can now freeze rows and columns in tables to keep headers and key identifiers visible while scrolling, making large tables easier to read and navigate, similar to spreadsheet-style behavior.
• Enhanced text selection within cells for greater accuracy and control:
  • Single-click to place the cursor exactly where you click
  • Double-click to select a word (or a character, if applicable)
  • Triple-click to select an entire line
  • Quadruple-click to select all cell content, including text, images, and lists

For more information, read the article on Tables in advanced WYSIWYG editor

SEO improvements for default workspace & localization URLs

Category: SEO | Improvement

We’ve improved how URLs behave when navigating across languages and workspaces in your knowledge base to ensure a more consistent and predictable experience. Pages in the default workspace and default language now always display clean URLs without additional identifiers. When switching to a non-default language or workspace, the URL updates to reflect that context. Switching back to the default language or workspace restores the clean version automatically.

If a direct link includes a default language or workspace identifier, the system now resolves it to the correct canonical URL. This ensures a single authoritative URL for each page, reducing duplicate variations and improving overall SEO hygiene. No configuration changes are required, and the update applies automatically across your knowledge base.

For more information, read the article on Articles SEO.

API support for offline documentation exports

Category: API | Improvement

The existing ‘Start a new export’ API endpoint has been refined to improve clarity and flexibility for automated offline documentation exports. You can programmatically trigger exports and optionally limit them to specific workspaces, categories, or languages. We’ve also improved parameter handling and clarified documentation to ensure consistent behavior, while maintaining backward compatibility with existing integrations.

For more information, refer to the API documentation for the Start a new export endpoint.

Strikethrough removed from Eddy AI search results

Category: AI search | Improvement

Strikethrough formatting has been removed from Eddy AI search results to improve readability and clarity. Eddy now presents only content that is not crossed out, making responses easier to scan and understand while searching the most relevant information and content discovery.

Support for linking hidden articles

Category: Content management | Improvement

You can now link to hidden articles directly within the article editor that are not publicly visible. This allows teams to prepare internal references in advance and build complete content structures before articles are made visible to readers. This improvement is especially useful during content planning, reviews, and internal QA workflows. Teams can interlink related articles while they are still in hidden states, without needing to revisit and update links after publication. Once the linked articles are unhidden, the links work without any additional changes.

Other updates

• The Knowledge base widget now maintains session continuity for Non–Single Page Application (Non-SPA) websites. This behavior was previously supported in SPA environments and has now been extended to Non-SPA websites as well. If a user reloads the page, navigates elsewhere, or signs in midway during the same session, the widget automatically reopens the last viewed article, allowing users to continue without restarting their search.
• Newly created and forked articles will no longer be automatically added to the Unassigned list in the Tasks page. Articles will now appear in the Tasks page only when the workflow status is updated, a reviewer is assigned, or a due date is set. This helps prevent unnecessary task creation and keeps dashboards focused on actionable items. These articles remain accessible from the All articles page, where workflow status updates and assignments can be managed directly.
• You can now update workflow status directly from the All articles page, making it easier to manage workflow transitions in bulk.
• A new “Workflow Assigned To” filter has been added to the All articles page. You can filter articles by assignment status, including Unassigned, All Users, or specific users, providing better visibility into ownership and workload distribution.
• Increased the maximum character limit for the Writing Agent style guide from 3,000 to 25,000 characters, allowing teams to define more comprehensive writing standards and guidelines.
• Added pagination support to the Project Versions Articles API to improve performance and enable efficient handling of large result sets.
• When “Block inherited account” is enabled under Manage content access, the workflow assignee dropdown now displays only users who have access to the selected article or category. In general, only users with access to an article or category can be assigned in a workflow status.

NOTE

Minor security updates, bug fixes, and performance improvements have also been implemented across the Knowledge base portal and Knowledge base site.

Enhancement

• Category title translation improvements

  • Category: Translation | Improvement
  • We’ve enhanced translation behavior across the category title translation. This release introduces support for translating Index and Folder category titles using Eddy AI across language versions, so the respective titles and category structure are fully localized in multilingual knowledge bases. Users can now apply translation directly to category titles, ensuring consistent navigation structure across languages without manual rework.
  • For more information, read the article on AI machine translation.

• Display CSM Details in Portal

  • Category: KB Portal | Improvement
  • You can now view your assigned Customer Success Manager (CSM) directly from the portal user popover. This makes it easier to identify your point of contact for account and support-related discussions. For customers with Premium Support, a crown icon will be displayed to indicate premium status.

Other updates

• The “Total Articles” metric in the Analytics section has been renamed to “Published Articles” for better clarity and accuracy.

NOTE

• Minor security updates, bug fixes, and performance improvements have also been implemented across the Knowledge base portal and Knowledge base site.

Document360 v12.1.1 release notes

Document360 v12.1.1 is now live, bringing focused improvements across AI capabilities, content management, and portal experience. This release introduces the AI chatbot as a standalone module, adds PDF import support, and refines portal navigation for faster access to content. You’ll also see better decision tree discoverability making knowledge easier to create, manage, and consume.

Features/Enhancements

Introducing the new Eddy AI chatbot module

Category: AI chatbot | Feature

Eddy AI chatbot ( ) is now available as a standalone module in the left navigation bar. This new space lets you create and manage chatbots independently, giving you more flexibility and control over configuration.

You can now build chatbots that draw information from multiple sources, including your knowledge base, website pages, FAQs, text entries, and files (PDF, DOC, DOCX, or MD), as well as ticketing platforms such as Zendesk and Freshdesk. Each chatbot can be customized with a unique name, icon, background color, and greeting message to match your brand and tone.

A built-in playground allows you to test and refine the chatbot’s behavior before publishing it to your website, ensuring a smooth experience for your readers from the moment it goes live. Users can now also raise support tickets directly through the chatbot when additional help is needed.

Previously, chatbot functionality was available only as part of the Knowledge Base widget. With this update, chatbots are managed independently, giving you a dedicated space to create, configure, and test them.

For more information, read the article on Eddy AI chatbot.

Redesigned portal navigation and menu accessibility

Category: Knowledge Base Portal | Feature

The portal's left navigation bar and menu have been redesigned to make it easier for you to find tools and work more efficiently. Related features are now grouped together, and menu items have been moved to more logical locations to better match their functionality. The key changes include,

• Content tools ( ) has been moved to the left navigation bar for quicker access.

• A new group called Connections ( ), now houses Knowledge base widget, Integrations and Extensions in the left navigation bar.

• Workflow Designer and Migrate Content are now available under the KB portal section in Settings ( ).

• IP Restriction and Security have moved to the KB site section in Settings ( ).

• Custom Pages are now grouped under Content resources in Content tools ( ).

• Hovering over icons in the left navigation bar now displays available options without needing to click through each.

• Updated menu and group names:

  Previous name Updated name Localization & Workspace Workspace & Localization Users & Security Users & Permissions Team accounts & groups Users & Groups Site Access Reader Access SAML / OpenID SSO Configuration AI Features AI Settings Content Reuse Content Resources Documentation Content Management

Import articles from PDF

Category: Knowledge base portal | Feature

You can now import articles directly from PDF files, just like you can with Word documents. This feature makes it much easier to bring existing content into Document360 without the need to copy and paste. The structure and formatting of the PDF is preserved, including headings, lists, tables, and images.

During import, you can choose to create a single article or split the PDF into multiple articles based on heading levels. When splitting into multiple articles, Document360 automatically organizes the imported content based on the document’s heading structure. You can also choose the default Drive location where images from the PDF will be saved.

For more information, read the article on Importing articles from PDF.

Improved decision tree visibility in KB search

Category: Search | Enhancement

Decision Trees now appear more prominently in Knowledge Base search results when they are highly relevant to a user’s search query. Search ranking is based on relevance across key fields such as titles, tags, slugs, breadcrumbs, and descriptions, ensuring the most helpful result surfaces first, regardless of content type.

When a Decision Tree matches a search term as closely as, or more closely than, an article or API documentation, it will now appear higher in the results. This makes it easier for readers to discover guided troubleshooting flows and step-by-step decision paths at the right moment.

For more information, read the article on Viewing decision trees in the knowledge base site.

Other updates

• The Knowledge base widget now loads more reliably even when embedded inside multiple nested iframes, such as in Microsoft Teams and SharePoint Framework (SPFx) web parts.
• Table creation now supports a no-border option.

NOTE

Minor security updates, bug fixes, and performance improvements have also been implemented across the Knowledge base portal and Knowledge base site.