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Not an Authoring Tool Solution for our Company. Beware if you need a true authoring tool.
September 27, 2017

Not an Authoring Tool Solution for our Company. Beware if you need a true authoring tool.

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Software Version

MindTouch Responsive

Overall Satisfaction with MindTouch

Because it's awful. As mentioned in previous sections, our clients and internal employees can never find anything.
When asked about the PDF option, the product support [rep] told me that only old people use PDFs. Um, OK, that's completely untrue. When asking about structured authoring, the product support [rep] told me that MindTouch was not an authoring tool. That's exactly how it was initially sold to us.
We have our technical documentation on MindTouch. Both our internal employees and external client access our documentation. It was sold to us as an authoring tool that would provide a user-friendly interface. There was also a SalesForce component that was "sold" to us and was a big part of our decision that never materialized.
  • Instant publishing
  • Admins should have the ability to view where the content is.
  • Users and admins should be able to PDF multiple topics at the same time.
  • Better structure in authoring. Was told by MindTouch Support that MindTouch was NOT an authoring tool. So, WHY are we using it??????
  • MindTouch has KILLED our domain authority. We've lost 20 points in the last year. 53% of the site is temporary redirects (302). This was sold to us as a benefit when we brought it up to MindTouch. LOL.
  • Clients hate our site and refuse to use our documentation. As a result, since MindTouch, our Product Support team's calls have SKYROCKETED.
  • Internal employees hate our site.
Yes - MadCap Flare, a true authoring tool.
For a company with a minimal amount of materials to put online, I'm sure MindTouch is fine. For a software company that has 2,000 topics for technical documentation, MindTouch does not work. We are constantly having issues. The search is AWFUL. Our clients and internal employees can never find anything -- not a fan of the breadcrumb approach where it takes 5 clicks to find content. Nobody has time for that.