Document360 Reviews & Product Details

It is an easy to use platform with WYSIWYG editors. We use Document 360 daily to update the Xponent knowledge base. Whenever we encounter any issues or require support for changes, we receive it as quickly as possible. Special thanks to the customer success team for that. It is really easy to integrate and use, you have all the different types of configurations available to use to implement and make the (CX) customer experience better. One important thing Document 360 is always ready to adopt new features that customer need. That is the main reason we migrated our knowledge from confluence to here. Our customers are really happy by using the Eddy AI to find out the feature details. Soon, we are gonna enable the chatbot also. Analytics helps us to understand customers journey on the knowledge base. From a documentation writers perspective, document360 makes it easier for me to manage the our complete knowledge base from one place. we use it for customer facing documentation, user guides, release notes, SOPs, and API documentation. as our documentation changes along with the product, releases having a single platform to create, organize, publish, and maintain the content is very useful for our day to day documentation work. Review collected by and hosted on G2.com.

Right now I really do not have a list of features that Document 360 really does not support, We have already requested those required features and many of them are included in recent releases. Also some of them are in progress and backlog. While working i have identified a few areas where additional features or enhancements would be useful and same shared those requirements with the through tickets. Many of our requests have already addressed in recent releases, while others are currently in progress or part of the backlog. It is good to know that the team keeps track of our requests, provides visibility into their status, and allows us to follow up when needed. We appreciate that our feedback is acknowledged and considered as the platform continues to evolve. Review collected by and hosted on G2.com.

Beyond enabling you to easily create a professional-looking knowledge base, Document360 is continuously adding new capabilities that make the platform easier to use and deliver a better end-user experience. For example, it’s simple to build or update the home page, and the AI tools help generate draft articles to get you started faster. I also appreciate having two strong editor options: Markdown (my preference) and an advanced WYSIWYG editor with useful features such as tabs within an article.

We use those tabs to describe the different products we offer. Using tabs keeps the page cleaner and makes it easier to navigate, instead of forcing readers to scroll down to find the specific product details they’re looking for.

Equally important is there support team which are quick to respond and have so far resolved any issues we've had quickly and efficiently. Review collected by and hosted on G2.com.

Not being able to use some of the features from the WYSIWYG editor in the markdown editor, like tabs. The advanced search utility includes a number of filters that we don't use and there is no way to present to the user only the filters that are wanted.

At times the system runs slow, taking a few seconds longer than expected to load an article. Review collected by and hosted on G2.com.

The level of detail in Document360's Version History is Fantastic.

Every single edit, draft save, or structural update is automatically logged into a detailed version list.

You can compare two versions side-by-side with clear color-coded text diffs to see precisely what changed, who changed it, and why.

If a recent revision breaks clarity or introduces an error, rolling back to a previous stable version takes literally one click Review collected by and hosted on G2.com.

If you have multiple authors constantly making minor typo edits, the version list can get quite long.

Authors need to adopt the habit of leaving brief summary notes when publishing so the revision log stays easy to scan. Review collected by and hosted on G2.com.

The Feedback manager. Every yes/no rating and reader comment on our knowledge base articles shows up in one list and I can filter it, assign items to the right teammate and set a status so nothing gets lost. We walk through the fix in the discussion panel on the feedback item itself, then notify the reader once the article is updated. I also check the unanswered quesries tab regularly, because it shows what people searched and couldnt find. Review collected by and hosted on G2.com.

When feedback comes in bulk, it takes time to work out what to tackle first. Filters and bulk actions help, but I'd like an easier way to spot recurring themes across articles. Review collected by and hosted on G2.com.

First, I like the direct comparison to Madcap Flare, It helped me organize my projects by size and software that I could use. Document360 works very well for SOPs marketing cut sheets, and small instruction one pagers on how to start equipment, for example. Review collected by and hosted on G2.com.

It would be nice if this was part of a larger document management and publishing system with the ability to switch between Document360 when a work assignment suddenly changes. It would be useful to run this side by side to a full document management system to easily copy content into Document360. Review collected by and hosted on G2.com.

When creating articles, you can use either a WYSIWYG editor or a Markdown editor, which makes article creation fast and straightforward. I especially like the Markdown option when connecting to AI tools like Claude. The WYSIWYG editor also includes some excellent features, such as tabs, so you can organize content within an article across multiple tabs instead of stacking everything vertically.

Building and maintaining a home/landing page is very easy as well. Best of all, the Document360 team is highly responsive. They’re quick to help when issues come up (which, thankfully, are rare), and they consistently listen to users when considering new features to add. Review collected by and hosted on G2.com.

The advanced search utility is great but not, currently, configurable. Using the Ask Eddy AI interface makes searching better but I would still like to see the option to filter the advanced search options to remove options that are not wanted in the search, such as the author. Review collected by and hosted on G2.com.

What impresses me most wasn't just the editor - it was how the AI capabilities fit naturally into our knowledge base workflow. One challenge we often ran into was turning information scattered across meetings, product discussions, and internal documents into something people could actually use. The AI Writing Agent made that process much easier by transforming unstructured information into well-organized documentation that only needed final review before publishing.

I found it especially helpful because it preserves the important details while presenting them in a format that's easy to read and navigate. Instead of spending time deciding how to structure an article, I can focus on validating the content and filling any gaps.

It's a feature that has helped us document knowledge much more consistently. Information moves from conversations to published documentation much faster, making it easier for the rest of the team to find and use. Review collected by and hosted on G2.com.

Some AI-generated suggestions may require a quick human review, particularly for complex technical topics, which is a natural part of any AI-assisted workflow. Review collected by and hosted on G2.com.

We’ve been using Document360 as our documentation platform, and it has significantly improved how we manage and deliver our product documentation. The AI-enabled search functionality makes it much easier for end users to quickly find the most relevant information, which in turn supports better self-service. Review collected by and hosted on G2.com.

One challenge is the lack of consolidated analytics across workspaces. Reporting is currently available only at the individual workspace level, which makes it difficult to get an overall view of documentation performance. In addition, MCP integration for analytics data isn’t available yet, which limits deeper reporting capabilities.

There are also some feature limitations and reliability issues. For example, HTML export can be buggy at times, and fixes often take a while to get addressed. Another concern is that several smaller usability or product issues tend to be converted into feature requests, but without a clearly defined GA timeline, which makes planning difficult.

Finally, there are constraints around things like API token usage, daily export size limits, and other usage caps. These limits can create additional costs or operational friction for teams managing documentation at scale. Review collected by and hosted on G2.com.

The AI chatbot has become one of the most useful ways for people to access our documentation. Instead of searching through multiple articles to piece together an answer, users can ask a question in their own words and receive a response that's based on our knowledge base.

What stands out is how relevant the answers are. Since the chatbot references our documentation, the responses stay aligned with the information we've published, making them much more reliable for both customers and internal teams.

We've also seen a positive impact on support. Many routine questions are answered through the chatbot, allowing users to resolve issues on their own while giving our support team more time to focus on complex requests. It's made our documentation more accessible without changing the way we create or manage our content. Review collected by and hosted on G2.com.

For teams new to documentation platforms, there can be a short adjustment period before everyone becomes comfortable with the available features. Review collected by and hosted on G2.com.

The ability to export and maintain offline documentation packs is a game-changer for our field operations.

Whether our engineers are working in remote facilities, underground sites, or locations with highly restricted internet access, they can take essential, fully formatted operating procedures with them on portable devices without missing a beat. Review collected by and hosted on G2.com.

You need to establish a strict internal routine for periodically updating offline exports so that field employees are not accidentally relying on cached files that are months out of date. Review collected by and hosted on G2.com.