Unified Developer Documentation Solution

It is a custom authoring solutions for Freshworks Developer Documents to enable the creation of clean, structured, and easily maintainable technical documentation. It leverages React and Markdoc's extensibility with Markdown syntax to streamline collaboration and improve developer onboarding experiences.

Freshworks has several SaaS solutions such as Freshdesk, Freshservice, Freshchat, Freshworks CRM, Freshteam and so on. Each of these product has a developer ecosystem powered by Freshworks Neo Platform. The developers can build apps using Freshworks CLI Toolkit known as FDK.

The FDK Documents along with platform features were documented and made available as part of Freshworks Products SDK docs respectively available as separate sites as listed below

1. Freshdesk Developer Docs
2. Freshservice Developer Docs
3. Freshchat Developer Docs
4. Freshworks CRM Developers Docs
5. Freshteam Developer Docs

Despite having multiple produts they are all built and served via single toolkit. Whenever a new change needed documentation update for SDK, it had to be updates at 7 different sites without reusability of content as plain HTML ruby files powered by Middleman server. The tech stack got deprecated in 2019 and required manual build and deployments resulting in longer rollout windows and delayed production timelines.

To overcome this problem, we built a custom in house tool for documentation powered by Markdoc and React. It utlises modern tech stack and deployment principles with reduced complexity and granular control over the UX and DX of developer docs.

• Improved Developer Experience: Developers can easily find the resources they need, reducing friction in integration and app development.
• Accelerated Adoption: Streamlined resources encourage more developers to adopt and build solutions using Freshworks' APIs and platforms.
• Consistency: A unified solution ensures uniformity in documentation style, quality, and branding across all products.
• Scalability: Supports rapid updates and scalability as Freshworks introduces new APIs, features, and products.
• Collaboration: Enables cross-functional teams (product, support, DevRel) to collaborate on maintaining up-to-date and helpful documentation.

React

Advanced

Next.js

Advanced

AWS

Intermediate

Markdoc

Intermediate

1. Created a Markdoc-powered documentation tool from scratch and built 38 custom components used in the production site of Freshworks Developer Docs
2. Designed and documented 14 tutorials using old and new tool, 23 guides using the same
3. Set up CI/CD pipeline with Jenkins integration for same