Case Study: Internet Systems Consortium (ISC) achieves a streamlined, user-friendly knowledge base and reduced support tickets with Document360

Internet Systems Consortium(ISC) - Customer Case Study

Internet Systems Consortium(ISC) is a small non‑profit that develops open‑source Internet infrastructure software and funds operations through support contracts. ISC had been using an older knowledge‑base tool (in place since 2012) that was powerful but difficult for non‑technical staff to maintain, required extensive training, and made frequent documentation updates time‑consuming. Looking for an intuitive public knowledge base, ISC selected Document360’s knowledge‑base platform to make content management simpler for both end users and internal teams.

Since migrating to Document360 in 2019, ISC has used Document360’s templates, tag manager, and improved search/UI to streamline article creation and updates across marketing, engineering, and support contributors. Document360’s features helped ISC present clearer how‑to guides and security notices, cut down on support tickets by making basic information self‑serve, freed support staff to handle complex issues, and incorporated many ISC feature requests—overall making their knowledge‑base management easier.

Internet Systems Consortium(ISC)

Suzanne Goldlust

Marketing Specialist