Users who find the answer themselves do not open a ticket. Document360 is the knowledge base software we implement for IT self-service: a place where your team writes, reviews and publishes answers, and where users search them from the service desk portal. SMC Consulting resells Document360, sets it up and connects it to HaloITSM.
A large part of what reaches the service desk has been answered before: how to connect to the VPN, how to request a new laptop, what to do when an application asks for a new password. When those answers live in a knowledge base that users can search, many questions end there, and the tickets that do arrive are the ones that need a person.
That only works if the knowledge base is easy to search, current and trusted. Articles need an owner, a review date and a structure users understand; failed searches need to become new articles. Document360 gives the tools for that; the habits come from a knowledge management practice such as KCS, which we describe on knowledge management for IT.
Product documentation: Document360 Help Center.
Markdown and visual editing, templates, categories and reusable content, so articles look the same whoever writes them.
Every change is versioned, and articles move through draft, review and publish states with named reviewers.
Eddy, Document360's AI assistant, answers questions from your published articles and helps authors write and summarise.
Search terms with no result, article views and feedback show which answers are missing or outdated.
A demo with a few of your existing articles, or the free 30-minute ITSM audit to see where knowledge would remove tickets first.
Internal or public, one knowledge base or several: Document360 handles private knowledge bases for IT staff and public ones for users, each with its own access rules. We set up the version that fits your audiences.
A category tree users understand, built from the requests your service desk actually receives.
How-to, troubleshooting and known-error templates, so each article answers the same questions in the same order.
Articles moved from Confluence, SharePoint, Word or another knowledge base, cleaned and deduplicated on the way.
Articles surfaced in the HaloITSM self-service portal and linked from tickets, with single sign-on through Entra ID where your plan includes it.
Owners per category, review dates, and a monthly look at failed searches and article feedback.
Authors trained to write short, findable articles; agents trained to link and improve them while they work.
Document360 is sold as a subscription in several plans. The plans differ by the number of team accounts and knowledge bases, and by features such as advanced review workflows, analytics, single sign-on and the AI assistant. The vendor publishes its plans; we do not repeat figures here because they change.
SMC Consulting resells Document360 and quotes the plan that fits your authors and audiences, together with the set-up days: structure, templates, migration and the connection to your service desk. Our advice is independent. If you choose HaloITSM, we can also supply the licences as its certified partner, and we tell you so up front.
Users search articles where they log requests, so the answer comes before the ticket.
Agents link an article instead of retyping the answer, and flag articles that need an update.
HaloITSM runs the requests, Document360 holds the knowledge, and both use the same categories.
Audiences, the requests that knowledge should answer first, the content you already have and who will own it.
Categories, templates, access rules and the review workflow, agreed with your future authors.
Existing content imported, cleaned and rewritten where needed; obsolete articles left behind.
The knowledge base linked to the HaloITSM portal and ticket replies, with single sign-on where available.
Owners and review dates in place, failed searches reviewed every month, authors coached on the first articles.
For most IT service desks, the knowledge base built into HaloITSM is enough: articles next to the tickets, in the same tool.
Fine for internal team documentation that is already there; less suited to a searchable, reviewed knowledge base for end users.
Worth it when knowledge serves several audiences or products, needs richer review and versions, or must reach beyond IT.
Who want the same questions answered once, in the portal, instead of every day on the phone.
Whose knowledge has outgrown the built-in knowledge base: several audiences, several languages, stricter reviews.
Knowledge spread across Confluence, SharePoint and shared drives, with nobody sure which version is right.
Document360 is knowledge base software. IT teams use it for self-service articles for users, internal procedures for agents, and documentation that needs versions and reviews. It supports private and public knowledge bases, an AI assistant and analytics on what users search.
Yes, at the points that matter for self-service: articles are surfaced in the HaloITSM portal and linked from tickets, and both can share single sign-on. We set up the connection that fits your HaloITSM portal and show it during the demo. See the self-service portal in HaloITSM.
Document360 is a subscription; its plans differ by the number of team accounts, knowledge bases and features. We quote the plan that fits your authors and audiences with the set-up, in one proposal. Our advice is independent. If you choose HaloITSM, we can also supply the licences as its certified partner, and we tell you so up front.
Yes. We export the content, clean it, map it to the new categories and templates, and import it. It is also the moment to leave obsolete articles behind: a migration is the cheapest clean-up you will get.
Often not. For most IT service desks the HaloITSM knowledge base is enough. Document360 is worth it when you publish for several audiences or products, need richer reviews and versions, or want one knowledge platform beyond IT. The practice matters more than the tool: see knowledge management for IT.
Your team does, because they know the answers. We set up the templates and the review workflow, write or rewrite the first articles with your authors, and coach them until writing an article is part of closing a ticket.
Book the free 30-minute ITSM audit to see where knowledge would remove tickets first, or ask for a Document360 demo.
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