Overall Satisfaction with MindTouch
We are currently implementing MindTouch and migrating our existing content. Our education team is currently responsible for content creation, but one of the reasons we chose MindTouch was to increase the number of contributors in our organization. This included our customers and our internal teams. We were trying to increase the number of collaborators, have a system that allows us to have governance and oversight as the number of contributors increases, and have a place to put both external and internal documentation with the use of permission controlled/gated content.
- Robust user permissioning capabilities, version control and change logs.
- Easy to use and robust content editor.
- Strong API for integrations.
- Excellent support team that is knowledgable and highly responsive.
- Lacks clear documentation for best practices on migrating from other systems.
- Information architecture is flexible enough to offer multiple levels, but rigid in the fact that you have to put articles in guides. It is difficult to draw parallels from other platforms.
- The use of templates is robust, but also confusing when doing customization.
- Portfolio of customers doesn't seem that large. When asking for examples of how customers are customizing their platform, they always give the same 3 examples.
- Platform does not allow you to put documentation in a subdirectory of your main site. (www.example.com/documentation). It requires a subdomain (help.example.com). Using a sub directory would allow us to increase SEO for our main site.
- Lacks ability to set preferences on how URL structure is auto created when creating articles.
- Moving content within the platform is cumbersome.
- Increase velocity of content creation
- Increase volume of content creation
- Drives more contributors throughout the business
We switched from Zendesk Help Center because it was lacking multiple features (change logs and revision history) and it required unscalable customization to get articles to look the way we wanted them to. The other platforms we evaluated checked the box on many of the requirements, but their features seemed more half baked. Like there was a workaround for getting something done, instead of having a feature that was designed to specifically solve a problem, like MindTouch did.