by kathleen / 23 November, 2016

Self-service support is arguably the most important role of a developer portal. Without proper documentation, API teams will spend countless hours on introduction workshops and other training and support efforts.

In this post we’ll analyze the characteristics of a number of support resources and look at how they involve users to develop information about the problem areas in an API’s use. We’ll list pros and cons for the different resources, look at their place in the site architecture, and finally propose best practices.

Support resources are a documentation format

Even the best documented APIs, that complement their API reference with plenty of onboarding tutorials, also have a wide range of support solutions on their developer portals. Twilio, often praised for the... Read more