Nexthink is a leading digital employee experience management platform, helping IT teams at many of the world’s Fortune 500 companies monitor, diagnose, and improve how employees interact with technology.

With product releases every five weeks and documentation that lives both on the web and directly inside the product, keeping content accurate and up to date is critical.

We spoke with Aga Skraburska, Product Education Manager at Nexthink, about how GitBook transformed the team’s documentation workflows — and enabled an advanced pipeline that delivers live documentation updates straight into the product.

The challenge: publishing bottlenecks and a cumbersome workflow

Before GitBook, Nexthink relied on a platform with a third-party plugin to push content to their documentation portal.  The setup turned even the smallest fix into a high-effort release.

“We were constantly struggling to make even small updates. Changing a single page meant republishing 700 pages. That forced us to decide whether a fix was ‘critical enough’ to justify the effort, which frustrated both our Product Managers and our customers.”

This all-or-nothing publishing model meant small fixes were routinely deprioritized. On top of that, limited version visibility made it difficult to track changes confidently, which meant the team couldn’t safely give stakeholders direct editing access. Internal collaborators had to describe what they wanted changed, and the documentation team would make the updates themselves.

“Our internal stakeholders wanted to contribute directly in the documentation instead of sending requests back and forth. We needed a tool that empowered them to suggest changes while still giving us full control over what gets published.”

On top of this, the team was using their documentation for several different workflows related to the product. But for those to work, they needed continuous syncing to GitHub — not manual exports.

Why GitBook: editing for everyone, Git Sync for everything

After evaluating several documentation solutions, Nexthink chose GitBook. The deciding factor was its ability to serve both their technical and non-technical contributors while keeping everything connected to their engineering stack.

“GitBook gave us the best of both worlds. It integrates seamlessly with our engineering stack, while offering our internal stakeholders an intuitive editing experience — no code editor required. Making updates is now fast and frictionless”

The improvement over the previous documentation platform was clear immediately, thanks to how content reached GitHub. What used to be a periodic, manual export became automatic and instant.

“Every update is automatically reflected in GitHub. We can publish a quick fix and see it synced instantly. That speed and reliability completely changed how we work.”

Branching workflows for a fast release cycle

With releases every five weeks, Nexthink needs to prepare documentation in advance without exposing unfinished content to customers. GitBook’s branching system lets them do exactly that — working on upcoming feature docs while keeping the live site stable and available for quick fixes.

“For every major release, we create dedicated branches and collaborate with teams across the organization ahead of launch. Even if the content isn’t ready to be merged yet, we can still push improvements and fixes to the live site. The branching system gives us flexibility without compromising stability.”

Collaboration at scale — from legal to engineering

Today, Nexthink has many different people contributing to their docs. Five people work on documentation daily, while 30–40 regular contributors — including product managers and engineers— review content and suggest changes. Less frequent contributors span the entire company, from legal teams working on compliance documentation to product sales teams updating packaging information.

The range of contributors made it essential that the tool be approachable for non-technical users. With such a broad contributor base, ease of use is essential..

“We collaborate with non-technical teams, like Legal. They can suggest edits directly in the GitBook editor, and we simply review and merge. Previously, we’d receive Word documents and manually copy everything over, which was slow and error prone.”

A unified documentation portal — and what’s next

Nexthink currently manages documentation across three domains: two public portals for cloud  and on-premises products, and a restricted portal behind Okta authentication for customers. They’ve also recently migrated their API documentation into GitBook.

​The next step is migrating content from the separate restricted portal into our two main public portals and introducing restricted sections within those portals, while keeping the majority of the content publicly accessible

“Consolidation of sites with permission-based sections and AI-powered search is a direction we are currently exploring with GitBook and hope to implement in the near future. That would be a major step forward for our customers.”

For Nexthink, GitBook replaced a rigid, bottlenecked publishing process with one that moves as fast as the product itself. Documentation is no longer tied to release cycles, stakeholders across the company can contribute directly, and Git Sync keeps everything connected to the engineering workflows the team depends on.

Ready to free your documentation from publishing bottlenecks? Get started for free or reach out to our team to see how GitBook can simplify your documentation workflows.

→ How to create and publish API documentation

→ Using Git Sync for collaborative documentation

→ Share your product knowledge, wherever it lives, using GitBook Assistant