MindTouch: Great for Getting Started
February 10, 2016

MindTouch: Great for Getting Started

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Software Version

MindTouch 4

Overall Satisfaction with MindTouch

We are using MindTouch as a platform for both customer facing and departmental documentation. Content creation is primarily sourced by support agents and project leads, then edited and managed by our documentation team. This allows us to ensure that customers get the information they need to effectively work with our products, and give our support team the information they need to troubleshoot issues effectively.

Pros

  • The MindTouch platform has one of the most robust WYSIWYG editors I've used, so it's an easy to get new content creators up and running.
  • MindTouch's hierarchical approach forced us to restructure the documentation we already had, which ultimately resulted in a much easier-to-navigate, better-organized solution.
  • MindTouch's support team is readily available to answer questions I've got. Furthermore, they won't hesitate to connect me to the best person for my question, so I'm sure to get a quick answer or resolution.

Cons

  • Though MindTouch's search algorithm is leagues ahead of our original home grown solution, the relative lack of customizability has been frustrating for an otherwise open-ended solution.
  • MindTouch's own documentation has a lot of room to improve; there's significant overlap between articles, and it's not always clear what content applies to my use case.
  • The lack of visibility into the feature request process and updates makes it difficult to show traction or next steps for a given issue.
  • Considering the limited support for custom code, MindTouch's API documentation could use some massive improvements. In recent memory we've discovered an error in their API documentation and run into a bug, for something as simple as updating an article. In using the MindTouch API, we've repeatedly been unsure whether an issue was due to our own approach or a bug in their system, and their documentation didn't give us any of the info we needed to solve it ourselves.
  • We've seen a 25% increase in documentation page views since moving to MindTouch from a homegrown solution.
MindTouch is an ideal platform for enabling authorship of new content, especially from agents with little time to learn a new platform. Thanks to the open-ended hierarchical structure, MindTouch encourages new companies to think about what information they can present, and how to present that information in digestible chunks. MindTouch's bigger weaknesses show up when there are existing requirements for a documentation solution, or when you want to track user analytics outside of the limited build-in use cases.

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