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Good option for small to medium companies who follow recommended structures
Updated October 16, 2017

Good option for small to medium companies who follow recommended structures

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Software Version

MindTouch Responsive

Overall Satisfaction with MindTouch

We use Mindtouch to maintain help centers for several customer facing products. It is used by multiple teams and authors. External users access our knowledge base, and are added/authenticated as users using SAML interface.
  • SAML interface is great for updating user table based on passed parameters.
  • Good flexibility in tagging and categorizing content.
  • Good support for custom JavaScript and CSS (inline or site-wide).
  • Inflexible structure. The arbitrary enforcement of 'categories,' 'guides' and 'topics' are arbitrary and force awkward structuring of content.
  • Support for external editors (e.g., emacs or similar) and other tools. The WYSIWYG editor is basic, and the source view is missing tools (e.g., multi-file search and replace).
  • Total lack of feedback on feature requests. Over the course of our experience, our team has made multiple requests which seem to drop into a black hole. There is no feedback loop to customers on status of requests (which for users = gaps).
  • The integrated feedback made it simpler to generate tickets for the doc team. With the automailing feature, we were able to create an integration with our JIRA instance to get user feedback.
  • Working with translation team has been difficult; features are being built out but are not mature. The process was anything but smooth, and has resulted in lack of help centers for some regions.
Well suited:
Help centers with simple structure, few products, that follows the structure dictated by MT.

Not well suited:
Sites with complex structure requiring alternate navigation structures.
Sites where content requires integration/feedback from SMEs. The lack of a robust draft/markup workflow (see Google docs) means users are forced to generate PDFs or cut/paste into Google docs for review, which is a major drawback.

Using MindTouch

Evaluating MindTouch and Competitors

We selected MindTouch because:
- it could support multiple products inside of one instance
- it could support both external and internal users with conditionalized access to content
- it was cloud-based, which enabled users from different offices to work on the same project
- it was reasonable robust in tagging, content categorization, conditionalization, etc.