Document360 Review — Knowledge Base Search, Documentation Discipline, and Reusable Operational Knowledge
Document360 is a knowledge base product with two halves: a Knowledge Base Portal where editors, writers and reviewers draft and approve articles, and a Knowledge Base Site where customers or employees read and search them. HR and operations teams run private sites for handbooks, SOPs and policy answers, while support teams publish public help centers. Eddy AI adds conversational search with source citations, a chatbot and a writing agent, and 60+ connectors cover Slack, Microsoft Teams, Zendesk, Freshdesk, Intercom, Salesforce and GitHub.
For people teams, the draw in 2026 is a governed, searchable home for policies that employees can query in plain language, backed by a custom workflow builder and reader analytics. McDonald's, the NHS, HP and Puma appear among its named customers. My review covers how well search and governance hold up, what the per-project quote model does to cost, and which teams get more from a dedicated knowledge base than from a wiki.
The verdict
For a searchable, governed home for SOPs and policy answers, Document360 is a sound pick. The cost model needs watching: it now quotes each deal and bills per knowledge base project (roughly $199 to $249 a month for Professional, per buyer reports), so every separate knowledge base you run adds to the bill.
Its strengths are concrete. A custom workflow builder with in-line comments and audit logs governs every article, analytics break activity down by article, search, reader and feedback, and AI search answers with citations. For teams whose policies sit in scattered drives, one searchable knowledge base pays off across support, onboarding and process documentation.
Two caveats matter. Since late 2024 there has been no public price list, so cost depends on a sales call and moves with team accounts, workspaces, languages, SSO and AI Premium Suite usage. Buyer reports also place SSO and larger allowances on higher tiers, so the product you trial may not match the tier you can afford.
I would trial Document360 when the goal is a well-governed knowledge base for SOPs and employee answers. Buyers who need a fixed, published price before any conversation should compare Helpjuice first, or ask Document360 sales for a written quote in week one.
Where Document360 fits
Who it suits
Document360 suits teams that need a private knowledge base for employees, a public help site for customers, or both, with editors working in one portal and readers searching another.
HR, operations and support teams get the most from it when policies, SOPs and handbook answers need review workflows, audit logs and SSO-controlled access rather than a shared drive.
Teams that mainly want stronger search and review discipline across SOPs will find a close match. Teams that need a price they can model before talking to anyone will not, since Document360 has quoted every deal since late 2024.
What it does differently
Document360 separates writing from reading: the Knowledge Base Portal is where editors, writers and reviewers work, and the Knowledge Base Site is what customers and employees see.
A custom workflow builder, in-line comments, role-based access and audit logs govern each article on its way from draft to published, instead of letting pages pile up in folders.
Analytics cover articles, categories, search, authors, readers and feedback, so a people team can see which policy pages employees open and what they type into search.
Eddy AI sits on top, with AI search that answers from cited source articles, a chatbot, and a writing agent that drafts articles from videos or files. An MCP server also connects the knowledge base to ChatGPT, Claude and Copilot.
How it gets bought
Document360 sells to support, documentation and people teams, and its named customers run from Gong and Airtable to the NHS and McDonald's.
The 14-day trial with full feature access lets a team prove the value of a central knowledge base before any quote is on the table.
Budgeting is harder. Quotes (estimated at about $199 to $799 or more per project per month) depend on team accounts, workspaces, languages, SSO and AI usage, and every extra project adds cost, so budget-conscious buyers should get a written quote against their real requirements early.
Document360 pricing: per-project quotes, estimated tiers, and cost drivers
Document360 offers a 14-day free trial with full feature access, so evaluation costs nothing. Since late 2024, though, the vendor prices each deal from a questionnaire instead of a public list. Buyer reports put Professional at about $199 to $249 per project per month, Business at about $399 to $499, and Enterprise at about $799 or more, with extra team accounts around $19 each (all estimated). Cost planning still depends on a sales conversation.
Six inputs drive the quote: team accounts, workspaces, languages, SSO and security needs, the knowledge base privacy model, and AI Premium Suite usage. Decide up front whether you need an internal employee knowledge base, a customer-facing help site, or both, and how many editors and languages that implies. Then compare Document360 with alternatives on an all-in basis rather than a headline rate.
| Plan | Published price | Annual |
|---|---|---|
| Professional | ~$199-$249 per project/mo (estimated) | Not stated |
| Business | ~$399-$499 per project/mo (estimated) | Not stated |
| Enterprise | ~$799+ per project/mo (estimated) | Not stated |
| Extra team account | ~$19 per account/mo (estimated) | Not stated |
Pricing last checked September 25, 2026. View source
How a Document360 per-project quote is built
Document360 prices per knowledge base project on three tiers: Professional, Business and Enterprise. Capabilities, team accounts and limits scale up as you move to higher plans: Business adds integrations, API access and ticket deflection, and Enterprise adds advanced security, SSO and larger allowances. Prices are quoted, so the estimates above (about $199 to $799 or more per project per month) are a starting point to confirm with the vendor.
Use the 14-day trial before the first pricing call. Load a representative slice of your documentation, set up a review workflow and check the analytics, so you know which features you rely on. The quote conversation then becomes concrete: you can ask which tier covers the workflow builder, SSO and analytics your team needs.
Document360 quote items to get in writing
With every plan quoted, treat the buyer-reported ranges above as estimates. Get per-tier prices in writing for your team accounts, workspaces, languages and number of projects, since each extra knowledge base project is billed separately.
Also confirm what sits on which tier. Buyer reports place integrations, API access and ticket deflection on Business, and SSO with larger allowances on Enterprise. Checking this early avoids discovering mid-rollout that a capability you assumed was included needs an upgrade.
Document360 features: knowledge capture, search, workflow approvals, and reporting
Document360 Knowledge Base Portal and Knowledge Base Site
Authoring happens in the Knowledge Base Portal, which has a WYSIWYG editor, templates, snippets and variables, custom fields, a category manager and article revision history. Imports from PDF and Word bring existing documents across.
The Knowledge Base Site is the reader side, with site and SEO customization, a custom domain, a home page builder and a glossary. It can be public for customers or private for employees.
Document360 workspaces and categories. Workspaces separate content sets inside one project, and the category manager arranges articles into a hierarchy readers can browse. Reusable content blocks keep repeated text, such as a policy clause, identical across articles.
Document360 Eddy AI search. Eddy AI search answers questions conversationally with source citations, and advanced search remains available for exact keyword lookups. The AI Premium Suite add-on extends AI usage beyond what the base plan includes.
Document360 custom workflow builder and approvals
The custom workflow builder defines the stages an article moves through before publication, with in-line comments and collaborative editing for reviewers.
Role-based access, user management and audit logs control who can edit or approve, and scheduled publishing lets teams release a policy change on a set date.
Document360 workflow stages. Admins set up workflow stages that mirror their own review process, so an HR policy can require legal or leadership sign-off before it reaches employees.
Document360 approval workflows and revision history. Approval workflows route content to reviewers before publication, and article revision history keeps earlier versions on record when a change needs to be traced.
Document360 analytics and reader feedback
Analytics cover articles, categories, search, authors, readers and feedback, and a dashboard summarizes activity across the project.
Search data shows what readers look for, and the feedback manager gathers ratings and comments. Together they tell writers what to write, update or retire next.
Document360 search and reader analytics. Search and reader analytics show which terms people type and how readers move through the site, which helps a people team spot policy questions the documentation does not yet answer.
Document360 Support Ticket Deflector. The Support Ticket Deflector puts relevant articles in front of people before a ticket is raised, and the Zendesk and Freshdesk integrations connect the knowledge base to the help desk behind it.
Document360 deployment, security, and trial
Document360 runs as a cloud service with SOC 2 Type II and ISO 27001 certifications, GDPR compliance, SSL encryption and daily backups.
A 14-day free trial with full feature access lets teams test the portal, site, workflows and AI search before any quote. There is no free plan.
Document360 SSO, SCIM and access controls. SSO, SCIM, JWT and IP restriction are available for access control, which matters for a private employee knowledge base. Buyer reports place SSO on the Enterprise tier, so confirm it in your quote.
Document360 trial length and scaling costs. The trial runs 14 days. After that, cost scales with team accounts, workspaces, languages and projects, so a growing knowledge base changes the quote over time.
Document360 pros and cons: search, workflows, reporting, and cost caveats
Strengths
Document360 splits authoring and reading into a portal and a site
Editors, writers and reviewers work in the Knowledge Base Portal, with templates, snippets, variables, custom fields and a category manager. Readers only see the Knowledge Base Site, which can be public or private.
That split keeps drafts, comments and review status away from employees who only need the approved policy, and it lets HR run an internal handbook without exposing half-finished pages.
Imports from PDF and Word shorten the move away from scattered documents, and workspaces let one project hold separate content sets.
Document360 AI search answers questions with source citations
Eddy AI search is conversational. An employee types a question and gets an answer that cites the articles it came from, rather than a list of links to open one by one.
Citations matter for policy content. A reader can check the source article before acting on a leave or expense answer, which keeps AI answers tied to approved text.
Advanced search and the embeddable Knowledge Base Assistant widget bring the same lookup into other apps, so people do not have to open the site first.
Document360's custom workflow builder keeps articles reviewed before they publish
The custom workflow builder lets admins define the stages an article passes through, and in-line comments and collaborative editing let reviewers work inside the draft itself.
Role-based access and audit logs record who changed what, which helps when a policy article is questioned during an audit or an employee dispute.
Scheduled publishing and smart notifications help teams time policy updates and alert the right people when content changes.
Document360 analytics show what readers search for and how articles perform
Analytics are split into article, category, search, author, reader and feedback views, and Google Analytics can be connected for site traffic.
Search analytics reveal what employees look for, and the feedback manager collects article ratings and comments that flag pages needing a rewrite.
For support and HR help desks, the Support Ticket Deflector ties documentation to ticket volume, giving the knowledge base a number leadership can follow.
Document360 connects to Slack, Teams, Zendesk and 60+ other tools
The vendor lists Slack, Intercom, Zendesk, Salesforce and GitHub among 60+ connectors, plus Freshdesk, Microsoft Teams, a Chrome extension and Google Analytics.
A Platform API gives REST access for bulk work, and an MCP server lets ChatGPT, Claude and Copilot query the knowledge base directly.
SSO, SCIM, JWT and IP restriction handle access, which matters once the knowledge base holds internal HR content.
Document360's 14-day trial includes every feature
The 14-day free trial gives full feature access, so teams can load real documentation and test search, workflows and analytics before budget talks.
With every plan quoted, the trial is the one place to see the product without a salesperson framing it. Use it to decide which features you would pay for, then scope the quote to match.
There is no free plan, so when the trial ends the choice is a paid quote or moving on.
Limitations
Document360 has quoted every plan since late 2024
Document360 removed public prices in late 2024, so every plan is quoted. Buyer reports give rough ranges (about $199 to $249 per project per month for Professional and $399 to $499 for Business, estimated), but you cannot model exact cost from a public price list before talking to sales.
Without a published rate, budget-conscious buyers face extra friction, and a side-by-side comparison with Helpjuice or Guru takes more work.
Get per-tier prices in writing for your team accounts, workspaces and languages before committing.
Document360 features are split across tiers
Buyer reports place integrations, API access and ticket deflection on Business, and advanced security, SSO and larger team and workspace allowances on Enterprise. A feature you rely on during the trial may not be in the tier you are quoted.
That makes plan choice consequential. List the workflow, SSO, analytics and integration features you used in the trial and check each against the tier in your quote.
Teams with strict access rules for HR content should check SSO and SCIM coverage early, since buyer reports put SSO on the top tier.
Document360 is a knowledge base, not a broader HR or operations suite
Document360 handles writing, publishing and searching documentation. It has no HRIS, payroll or employee records of its own.
HR teams still need their HRIS for employee data and use Document360 as the policy and SOP layer, linked from the HRIS or from Slack.
Keeping the product narrow is deliberate, and the Slack and Microsoft Teams integrations keep the knowledge base close to where employees ask questions.
Document360 runs only as a cloud service
Document360 is a cloud, web-based service, and I found no on-premise edition. Teams with on-premise mandates or a need for desktop apps should confirm this with sales.
Most teams will not mind: there is no infrastructure to run, daily backups are included, and the platform holds SOC 2 Type II and ISO 27001 certifications.
Organizations with data-residency rules should ask where their project will be hosted before committing.
Document360 no longer shows a price list. Quotes are built from six inputs, including editor and reviewer seats, workspaces, languages, SSO, the public or private privacy model, and use of its AI Premium Suite. A 14-day trial with full feature access lets a team test drafting with the built-in Eddy AI writing agent before the sales call.
Document360 demo plan: search tests, tier coverage, and data export
Document360 quotes every deal and splits features across tiers, so the demo should test search on your own content and pin down what each tier includes. Four questions cover it.
- Ask for a live demo of Eddy AI search on a realistic slice of your own documentation. Search is the main reason to buy Document360, and its answers depend on your content. Load a few dozen of your SOPs or policy pages during the trial and ask the questions employees actually ask. Check that answers cite the right source articles and that keyword search finds exact policy terms. That tells you far more than a polished demo dataset.
- Get Professional, Business or Enterprise pricing in writing for your exact setup. Buyer reports put Professional at about $199 to $249 per project per month and Business at about $399 to $499 (estimated). Ask for per-tier prices mapped to your team accounts, workspaces, languages, SSO needs and AI usage, and confirm whether each extra project is billed separately. A written quote lets you compare Document360 with alternatives on an all-in basis rather than a headline rate.
- Confirm which features come with your tier. Buyer reports place integrations, API access and ticket deflection on Business and SSO on Enterprise, so a capability you used in the trial may sit behind a higher plan. Ask sales to list the workflow builder, analytics, integrations and SSO coverage for the tier you are quoted. Settling this early avoids finding a gap mid-rollout.
- Ask about data portability. Document360 offers PDF export and a Platform API for REST access, but ask which bulk export formats exist and how content is retained after the contract ends. A policy library built over years is costly to rebuild if a future migration loses its structure or links.
How we evaluated Document360
Rajat worked through Document360 directly. Every figure below was checked against Document360's published pricing on September 25, 2026. Follow the link and check it yourself — if the vendor has moved since, that date tells you how stale this page is.
Plans as published
| Plan | List price |
|---|---|
| Professional (estimated) | ~$199-$249/project/month |
| Business (estimated) | ~$399-$499/project/month |
| Enterprise (estimated) | ~$799+/project/month |
| Extra team account (estimated) | ~$19/account/month |
Trial: 14-day free trial with all features; no free plan
What the list price doesn't cover
Per-project pricing and add-ons
Document360 prices per project, so a second knowledge base can double the cost. Third-party reviews also list extra team accounts at about $19 a month, additional versions at $99 to $199 a month, and AI features such as AI Suggest at an estimated $99 to $149 per project per month. One reviewer estimated a 5-person team on Business with one project and an AI chatbot add-on at about $432 a month. Get every add-on priced in writing.
Features that vary by tier
Capabilities differ by tier. Reviewers report that Professional lacks integrations, API access and ticket deflection, which require Business. Confirm exactly what is included at your chosen tier before signing, so the rollout does not stall on a capability that turns out to need an upgrade.
What we'd confirm on a demo
Request per-project pricing in writing
Because Document360 is quote-only, get the per-project price, team account allowance, extra-account rate and billing term in writing. Third-party estimates (about $199 to $499 or more per project per month by tier) are a starting point, not a budget. Compare the all-in cost against your shortlisted alternatives.
Confirm which capabilities are included at your chosen tier
Confirm which capabilities come with the tier you are considering, including integrations, API access, ticket deflection and AI features. Pinning this down before signing avoids discovering a gap mid-rollout.
Use the free trial before the pricing conversation
Document360 offers a 14-day free trial with every feature. Run it with representative documentation to validate capture, organization and search before requesting a quote. This makes the pricing conversation concrete and ensures the tier you buy covers the features you rely on.
Frequently asked questions about Document360 for HR and support teams
What is Document360 used for?
Document360 is used to build knowledge bases: private ones for employees, such as HR policy and SOP libraries, and public help centers for customers. Editors write and review in the Knowledge Base Portal, readers search the Knowledge Base Site, and Eddy AI answers questions with citations to source articles. Named customers include McDonald's, the NHS, HP, Puma and Gong.
How much does Document360 cost?
Document360 no longer publishes prices, so every plan is quoted. Buyer reports put Professional at about $199 to $249 per project per month, Business at about $399 to $499, and Enterprise at about $799 or more, with extra team accounts around $19 per month (all estimated). Cost depends on team accounts, workspaces, languages, SSO and AI usage, and each extra knowledge base project is billed separately. A 14-day free trial is available to evaluate the product before any pricing conversation.
Does Document360 offer a free trial?
Yes. The trial lasts 14 days with full feature access, and there is no free plan. Because every plan is quoted, those 14 days give the clearest read on fit before a sales conversation. Load your own documentation, build a review workflow and test AI search, then ask for a quote that matches the features you used.
Is Document360 an HRIS or all-in-one HR platform?
No. Document360 is a dedicated knowledge base product with no HRIS, payroll or employee records. HR teams usually keep their HRIS for employee data and use Document360 for handbooks, policies and SOPs, surfaced in Slack or Microsoft Teams through its integrations. Buyers who want one vendor for HR administration and documentation need a different kind of product, such as an HRIS with its own handbook module.
How is Document360 deployed?
Document360 runs as a cloud, web-based service, so teams maintain no infrastructure. It holds SOC 2 Type II and ISO 27001 certifications, is GDPR compliant and takes daily backups. If your organization requires on-premise deployment or desktop apps, confirm with sales, since I found no on-premise edition.
Who is Document360 best for?
HR, operations and support teams that need a governed knowledge base with strong search get the most from Document360, whether the site is private for employees, public for customers, or both. It fits teams moving policies and SOPs out of shared drives into something with review workflows, analytics and SSO. Budget for a quoted price that grows with team accounts, languages and projects, and check which tier holds the features you need.
Alternatives worth comparing
Teams that want a wiki mixed with project work, knowledge pushed into chat tools, or a price they can see up front often compare Document360 with these four.
| Product | Pricing model | Free trial | Why buyers shortlist it |
|---|---|---|---|
| Guru | Per-user pricing | Yes | Guru pushes verified knowledge cards into the tools people already use instead of sending them to a separate knowledge base site. It fits support and sales teams better than a policy library with formal approval stages. |
| Confluence | Per-user pricing | Yes | Confluence is the Atlassian wiki, tied closely to Jira. Engineering-led companies that already live in Jira often keep HR and product documentation there instead of paying for a separate knowledge base like Document360. |
| Helpjuice | Tiered pricing | Yes | Helpjuice is the closest like-for-like rival: a dedicated knowledge base built around search. It publishes its prices, which Document360 stopped doing in late 2024. |
| Bloomfire | Custom quote | Not stated | Bloomfire is a knowledge-sharing platform with AI answers and automated content health checks, billed per plan rather than per user. |
| Slite | Per-user pricing | Yes | Slite is a knowledge base for small and mid-sized teams that answers questions with AI across Slite and connected tools. |
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