MindTouch is really amazing.
July 25, 2017
MindTouch is really amazing.
Score 9 out of 10
Vetted Review
Verified User
Software Version
MindTouch Responsive
Overall Satisfaction with MindTouch
We use MindTouch to power our support site. It is primarily used for customer-facing support, troubleshooting, and knowledge articles. We also use it for internal articles. MindTouch allows us to quickly publish articles, restrict access, and get the content to the audiences who need it.
- MindTouch allows multiple internal subject matter experts to collaborate on articles. SMEs can log in to MindTouch and edit content. Previously we were taking printouts of articles to meetings or receiving emails with revisions. With MindTouch, the SME goes to the article and makes their edits as a draft. Someone with publish permissions can review those changes for accuracy, spelling, grammar, etc., and then make the article live.
- MindTouch support is FANTASTIC. They are always willing to go above and beyond to answer a question - no matter how off-the-wall it may sound. Great response times for both email and chat. They're always willing and able to get on a screen share if necessary, too.
- Customization.
- I would like to see more development around workflow and process. Right now a contributor can create a draft (if allowed) but there aren't any specific notifications tied to this. It would be great to see notifications tied to a status change (Draft, Needs SME Review, SME Approved, etc).
- Reporting could be improved (and I hear it's on the way).
- MindTouch has decreased our submitted support cases.
- Madcap Flare
We previously used MadCap Flare. Flare is amazing for its single sourcing capabilities, where MindTouch is lacking. But with Flare we had to do an entire build and publish each time (which took hours).