# Document360 Reviews **Vendor:** Kovai Limited **Category:** [Knowledge Base Software](https://www.g2.com/categories/knowledge-base-software) **Average Rating:** 4.7/5.0 **Total Reviews:** 509 ## About Document360 Document360 is an AI-powered knowledge base platform built for enterprises that need secure, scalable documentation. It centralizes your organization’s knowledge into one unified workspace whether you’re building public help centres, private internal wikis, SOPs, user manuals, API documentation or product playbooks. Who It’s For: By Role: Customer support teams deflect tickets, technical writers publish faster, product managers align teams and engineers document APIs and workflows effortlessly. By Industry: SaaS, IT & consulting, finance, healthcare, education, and manufacturing Key Capabilities: AI Search: ChatGPT-style assistant that delivers precise, context-aware answers from your docs. AI Writing Agent: Instantly turn text, video or prompts into structured, ready-to-publish documentation. SEO Automation: Auto-generate titles, tags and glossaries to improve content discoverability. Powerful Editors: Markdown for speed and WYSIWYG for rich visuals, both with real-time previews and drag-and-drop media. Step-by-Step Guides: Capture on-screen actions to create interactive guides; edit steps and customize highlights in seconds. Category Manager: Organize and restructure content effortlessly with drag-and-drop control. Interactive Demos: Create guided, clickable walkthroughs inside articles to help users learn by doing. Custom Workflow Builder: Automate documentation workflows with custom review stages, roles and approvals. Pro Analytics: Measure performance, engagement, search trends, feedback and ticket deflection. Brand Customization: Tailor portal design, layout and color themes to your brand. Security: SOC 2 and GDPR-aligned with SSO, JWT, SAML and IP restriction Localization: Supports 50+ languages ## Document360 Pros & Cons **What users like:** - Users praise the **ease of use** of Document360, highlighting its user-friendly interface and efficient setup process. (46 reviews) - Users praise the **versatile customization** of Document360, enhancing branding and improving user experience significantly. (31 reviews) - Users commend the **excellent customer support** of Document360, noting their fast and efficient assistance throughout the setup process. (29 reviews) - Users commend the **versatility and customization** of Document360, making integration and usability seamless for their platforms. (27 reviews) - Users appreciate the **versatile and customizable interface** of Document360, enhancing their platform integration and user experience. (27 reviews) - Users find Document360 to have a **highly intuitive interface** , making navigation and management effortless for everyone. (26 reviews) - Easy Setup (17 reviews) - Customization (15 reviews) - Knowledge Base (14 reviews) - Easy Integrations (13 reviews) **What users dislike:** - Users find the **missing features** of Document360, particularly for complex documents and editor tools, limiting their productivity. (11 reviews) - Users find **editing difficulties** in Document360 due to lag and formatting issues, impacting their overall experience. (10 reviews) - Users find the **editing limitations** of Document360 frustrating, especially regarding image uploads and multi-section adjustments. (9 reviews) - Users find Document360 to be **expensive** , with essential features locked behind high costs and limited sharing options. (9 reviews) - Users express frustration with the **limited customization** options in Document360, particularly for non-developers seeking design flexibility. (9 reviews) - Users face **formatting issues** and limitations in the editor's functionality that hinder their documentation experience. (8 reviews) - Users find the **learning curve challenging** , struggling with the editor and advanced features, affecting productivity and customization. (8 reviews) - Delays (7 reviews) - Limited Functionality (7 reviews) - Slow Loading (6 reviews) ## Document360 Reviews ### 1. Our users having great experience through the Document 360 knowledge base. **Rating:** 5.0/5.0 stars **Reviewed by:** Atul B. | Documentation Writer Sr., Telecommunications, Enterprise (> 1000 emp.) **Reviewed Date:** July 05, 2025 **What do you like best about Document360?** 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. **What do you dislike about Document360?** 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. **What problems is Document360 solving and how is that benefiting you?** We can easily manage internal and external documentation here. Also, it has a self-sign facility which helps our end users sign up and easily we can map their domains to specific parts of the documentation (categories). Document 360 has integrated Eddy (AI), and our end users are really happy while using it. Even our support ticket count was reduced. Analytics reports give so much detailed information to analyze our user's interests. Knowledge-based customization helped us to make it the way we want. Even the customer success team offers some ready templates, which is so nice. Document 360 is not just providing solutions but making their (CX) customer experience better. **Official Response from Vaishnave Jayaraman:** > Hi Atul, we're thrilled to hear that you are having a great experience with Document360! Our goal is to provide an easy-to-use platform with WYSIWYG editors and quick support for any issues or changes. We're glad to hear that your support ticket count was reduced after enabling Eddy AI. We appreciate your feedback and are committed to continuously adopting new features to meet our customers' needs. ### 2. Effortless Documentation with Stellar Support **Rating:** 4.5/5.0 stars **Reviewed by:** Sunil P. | Lead Documentation Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** June 19, 2023 **What do you like best about Document360?** I find Document360 invaluable for our complete documentation of software products. I like the user interface because it's very easy to use, and no in-depth training is needed. Even newcomers can learn quickly. The customer support is excellent, which I really appreciate. I also enjoy the easy publishing of documents—it's just one click to publish our content. The initial setup was very smooth and easy, and their team helped a lot with the complete setup. **What do you dislike about Document360?** Copying multiple sections in one go and long documents lag should be improved. **What problems is Document360 solving and how is that benefiting you?** Document360 replaces PDF publishing with Knowledge base publishing. It's easy to use with no in-depth training needed, has excellent customer support, and allows easy content publishing with just one click. ### 3. Centralized Knowledge Base with Easy Collaboration **Rating:** 5.0/5.0 stars **Reviewed by:** Fahad B. | Enterprise (> 1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about Document360?** I like how Document360 helps centralize all SOPs and work instructions in a single, structured, and searchable knowledge base, solving the challenge of managing version control and keeping documentation consistent and up to date as processes evolve. What I like most about Document360 is how easy it is to create, organize, and maintain structured SOPs and other documents in one place. It's very user-friendly. It also works well for collaboration and governance around documentation. Features like role-based access, workflow approvals, and version history make it easier to control changes without slowing teams down. We switched from SharePoint to Document360 for better centralization of documents and easier collaboration. **What do you dislike about Document360?** Some aspects around content management could improve. As documentation libraries grow, maintaining categories, links, and reused content can require more manual effort, especially when restructuring information. Better visibility into where reused or linked content appears across the knowledge base would also help teams understand downstream impacts before making changes. **What problems is Document360 solving and how is that benefiting you?** Document360 centralizes SOPs and work instructions in a structured, searchable knowledge base. It solves version control issues and keeps documentation consistent as processes evolve. Collaboration features like role-based access and workflow approvals make managing changes easier without slowing down teams. ### 4. Effortless Document Publishing, Needs Better Collaboration **Rating:** 4.5/5.0 stars **Reviewed by:** Melvin G. | Technical Writer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 20, 2023 **What do you like best about Document360?** I love how Document360 makes it easy to publish documents to a variety of customers, saving me time. The cloud tool allows for easy modifications and publishing is smooth and efficient. I can publish and undo the publishing with just one click, and it provides options to select the audience type. The initial setup was an easy and smooth process, and I really appreciate the very good customer support of Document360. **What do you dislike about Document360?** Concurrent editing and multi copy feature is missing. **What problems is Document360 solving and how is that benefiting you?** Document360 saves me time by making it easy to publish documents to various customers. I love how easy it is to make modifications and publish changes, with options to select the audience type. ### 5. User-Friendly, Organized Documentation with Smooth Search and Navigation **Rating:** 5.0/5.0 stars **Reviewed by:** Ankush K. | Senior Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** April 24, 2026 **What do you like best about Document360?** Its user-friendly interface and organized structure. It makes creating, updating and managing documentation easy. The search and navigation are smooth, which helps in quickly finding the required information. Overall, it improves efficiency and makes documentation work more convenient. **What do you dislike about Document360?** Some features are not very intuitive at first and can take time to understand. Also, there can be occasional delays while working. **What problems is Document360 solving and how is that benefiting you?** Document360 helps in organizing and managing documentation in one place. It makes it easier to create, update and access information. This saves time, improves efficiency and helps in quickly finding the right content when needed. ### 6. AI-Powered Efficiency with Room for Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Chris H. | Global Head of Client Propositions, Enterprise (> 1000 emp.) **Reviewed Date:** April 09, 2026 **What do you like best about Document360?** I love the AI search functionality in Document360, as it helps connect content swiftly and in a readable fashion. It allows me to stay on the homepage and get exactly what's required. Document360 helps our teams get the information they need faster and more effectively. The team can also connect products together, improving the service we offer to our clients. Additionally, I found the initial setup to be okay, with the team being very helpful. **What do you dislike about Document360?** Some of the aesthetic features could be improved. It doesn't always look very attractive and there are no easy tools to sort that. **What problems is Document360 solving and how is that benefiting you?** Document360 helps our teams access necessary information faster and more effectively. I love the AI search functionality, which connects content swiftly and readably. It allows the team to stay on the homepage, connect products, and offer better service to clients. ### 7. Efficient, User-Friendly Document Management **Rating:** 5.0/5.0 stars **Reviewed by:** Gideon B. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2026 **What do you like best about Document360?** I like that Document360 is easy to use and consistently reliable. It's great that I can rebrand it to match our company's style. It's also beneficial that Product Managers, who aren't technical writers, can easily update the documentation, which reduces the workload on our technical writers. I appreciate that updates can be made in seconds. Setting it up was super easy too; we activated it and rebranded, even set up a second site in one day. **What do you dislike about Document360?** The editor can be improved to provide a more Google Docs look and feel for non-technical writers. **What problems is Document360 solving and how is that benefiting you?** Document360 hosts our documentation platform, enables easy update sharing and rebranding, and is user-friendly for non-technical writers like Product Managers, alleviating pressure on technical writers and ensuring instant updates. ### 8. User-Friendly Interface and Powerful Documentation Management **Rating:** 5.0/5.0 stars **Reviewed by:** MOHAMED S. | Data Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** December 11, 2025 **What do you like best about Document360?** The user-friendly interface and robust article editor are excellent. It makes creating, organizing, and updating documentation significantly faster than our previous method. I especially appreciate the version control and rollback functionality, which gives us confidence in managing changes. The ability to create private portals/documentation sites for internal teams while maintaining a separate public-facing site is a huge benefit for controlling access and ensuring data security. **What do you dislike about Document360?** While the core features are great, the search functionality could be improved to be more intelligent and forgiving of typos or natural language queries. I also find the advanced customization of the portal's design/CSS to be a bit cumbersome for non-developers. A more intuitive way to integrate with some of our other key tools (like specific CRM/Service Desk software) would also be beneficial. **What problems is Document360 solving and how is that benefiting you?** Document360 has primarily solved our problem of decentralized and inconsistent documentation. Before, documentation was scattered across multiple tools, leading to confusion and outdated information. Document360 provides a single source of truth for both our customers and our internal support team. This has reduced our customer support inquiries by X% (or 'a significant amount') and has cut down on the time it takes to onboard new staff by providing them with immediate access to structured, high-quality information. ### 9. User-Friendly Yet Pricey Document Management Tool **Rating:** 3.5/5.0 stars **Reviewed by:** Tanvi A. | Senior Technical Support Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** April 09, 2026 **What do you like best about Document360?** I use Document360 for maintaining User guides, and I love how user-friendly the UI is. It's easy to use and has version control, which really helps to scale the document. I also appreciate the easy formatting use, which allows for page-by-page management and controlled access. **What do you dislike about Document360?** Pricing is high as we are a startup company. Some packages should be there. It's a bit complex when a person starts using it as a new user. Articles' wise pricing, small team discounts, as after 6 or 10 users it gets more costly. The initial setup was a bit complex. **What problems is Document360 solving and how is that benefiting you?** I use Document360 for maintaining user guides, providing easy formatting and controlled access, which helps manage client and internal document sharing efficiently. ### 10. Effortless Setup, Outstanding Value **Rating:** 5.0/5.0 stars **Reviewed by:** Jason L. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 03, 2026 **What do you like best about Document360?** I really like how easy it was for me to start using Document360. The initial setup was a breeze, and we managed to set everything up in under an hour. The pricing is really great too. I use Document360's chatbot feature to help my users get information they need on my website from the AI assistant, which takes a lot of load off our support team. Our customer support team has found the AI assistant most helpful. **What do you dislike about Document360?** Not much, honestly! The one thing that could be improved is the UI on the admin side, but honestly it's already pretty good! **What problems is Document360 solving and how is that benefiting you?** I use Document360's AI assistant to ease our support team's workload by handling non-critical issues and providing answers on the website. ## Document360 Discussions - [Is there any restriction limit for team members?](https://www.g2.com/discussions/26616-is-there-any-restriction-limit-for-team-members) - 1 comment, 2 upvotes - [What exciting feature are you going to include in next release.](https://www.g2.com/discussions/43090-what-exciting-feature-are-you-going-to-include-in-next-release) - 1 comment, 1 upvote - [Is it possible to add custom features to the landing page, either as a new "drag and drop" or with HTML and JavaScript?](https://www.g2.com/discussions/28145-is-it-possible-to-add-custom-features-to-the-landing-page-either-as-a-new-drag-and-drop-or-with-html-and-javascript) - 1 comment, 1 upvote - [What all API Integration tools document360 offer now?](https://www.g2.com/discussions/26770-what-all-api-integration-tools-document360-offer-now) - 1 comment, 1 upvote - [Restoring a project?](https://www.g2.com/discussions/26769-restoring-a-project) - 1 comment, 1 upvote - [View Document360 pricing details and edition comparison](https://www.g2.com/products/document360/reviews/document360-review-8235334?section=pricing&secure%5Bexpires_at%5D=2026-05-01+16%3A34%3A12+-0500&secure%5Bsession_id%5D=344a4b67-231a-42aa-81eb-6b91eea36755&secure%5Btoken%5D=2ae69de3b74c1d50713aa5fc2807b90f69fd2b15d44a30f599b9d16653c2df07&format=llm_user) ## Document360 Integrations - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Ameyo by Exotel Cloud Contact Center](https://www.g2.com/products/ameyo-by-exotel-cloud-contact-center/reviews) - [Casepoint](https://www.g2.com/products/casepoint/reviews) - [Chrome Enterprise](https://www.g2.com/products/chrome-enterprise/reviews) - [Crowdin](https://www.g2.com/products/crowdin/reviews) - [Drift](https://www.g2.com/products/drift/reviews) - 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[Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - [Zoho PageSense](https://www.g2.com/products/zoho-pagesense/reviews) ## Document360 Features **Administration** - Database Management - Data Workflows **Knowledge Pages** - Templates - In-Content Feedback - Versioning and Version History - Decision Trees - Duplicate Detection - Content Editor **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Generative AI** - AI Text Summarization **Management and Discovery - IT Documentation** - Search and Indexing - Version Control - Access and Permissions **Self-Service Experience** - Knowledge Base - Searchable Articles - Mobile Optimization - Personalization **Knowledge Base** - Q & A - Link Sharing - Searchable **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Knowledge Dissemination** - Page Analytics - Permissions - Knowledge Sharing - Notifications - Advanced Search - Browser Extension - Organization - Other Integrations - Knowledge Integrations **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Operations - IT Documentation** - Integrations - Automation - Reporting **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Security** - Verification - Role-Based Permission - Public vs Private **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Agentic AI - Knowledge Base** - Adaptive Learning - Natural Language Interaction - Proactive Assistance **Content** - Trackable Analytics - Import - File Viewing - Update Notifications **Generative AI** - AI Text Summarization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication** - Social Features - 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