Skip to main content

Project Manager FAQs

Written by Damien Howley
Former Customer Success Expert at MindTouch
This page applies to:MindTouch Responsive

At MindTouch, we're committed to your success. We know that launching your MindTouch site requires planning, coordination and hard work. We also know that the most successful MindTouch initiatives require numerous stakeholders from across your organization. As such, being the project manager for your MindTouch launch is an important job.  

We want to make sure that we provide you with everything you need to be successful. As a new customer, you'll participate in an onboarding program with instructor led training, progress checklists and a dedicated implementation specialist. You, of course, also have access to the MindTouch Support team.

To further assist, we've comprised a list of frequently asked question and resources to help make your MindTouch launch as easy as possible:

Why should I use MindTouch?

You should use MindTouch to provide your customers, prospective buyers and support agents access to a centralized online knowledge experience.

You should use MindTouch for your user guides (FAQs, how-tos and troubleshooting) and support documentation. We highly recommend that you make your MindTouch site publicly accessible so all your users can quickly and easily self-help.



What do I need to do to launch successfully?

Once your organization has purchased a MindTouch license, you need to prepare your site for launch. There are three primary considerations: content, branding, and support integration:

Consideration Question Answer


The help content and product documentation that MindTouch will contain.

How should we structure our content in MindTouch?

MindTouch offers templates and other tools to help you structure your content quickly. This structure is intended to enable your users to leverage all that MindTouch has to offer.

Read more about structuring content.

What existing content can we import to MindTouch?

MindTouch has the ability to automate the import of HTML content through the use of compiled HTML help files (.CHM). 

Microsoft Word documents, Google docs and PDFs require manual conversion.


The style or visual presence of your MindTouch site.

What tools does MindTouch offer to allow me to brand my site?

You can choose from a variety of tools depending on how sophisticated you need your branding to be. Some users only want to add a log. Some may want to change the colors and fonts to match the corporate brand. Some go even further and recreate the company's header and footer.

Support integration

MindTouch access for support agents.

What ticketing systems does MindTouch integrate with?

MindTouch has supported integrations with:

  • SalesForce
  • SAP
  • Zendesk

What is the difference between a topic, how-to and reference? 

The MindTouch content framework is powered by templates, including templates for setting up the building blocks of your site, such as topics, how-tos and references. Templates help you apply consistent formatting across your site. 

Primary use

Content type


Landing Page


A category is used as a high level organization of content. Examples of high level categories would be language, product suites and product versions.


The guide page is a subsection of a category to organize content into a user manual structure. 



A topic is a conceptual article.


A how-to is a procedural article. It has step-by-step instructions that lead to an end goal. 


A reference is an article thadescribes features of a product, such as settings and controls in the product. 

What are templates and how are they used?

Templates provide authors with a consistent way of laying out a new article. Authors choose the appropriate template for the type of document they are writing when they create the page. The system populates the new page with the headings, comments and other components from the template. Authors can change the information provided by the template.

You can use the templates that MindTouch delivers but you can create your own templates to define your personal layouts. Note: after you use a template to start a new document, future changes to the template will not affect that document automatically.  

How are page recommendations populated?

​MindTouch uses both free-text and structured tags to build content relationships. Articles that have matching tags appear as related articles. Each article displays five recommended articles along with their page summaries, and the articles with the highest relevancy appear first. For example, if an article has two tags in common with the page you are looking at, it will appear higher in the recommended article list than another article that only has one tag in common.

Who is my primary point of contact?

There are three primary contacts that you may need to reach for assistance.


Reason for Contact

Phone / Email

Account Manager

License purchases, legal agreements, usage reports, training, change support plans


MindTouch Support

General application usage, bug reporting, downtime


MindTouch Accounting

Payments, purchase orders, invoices, collections


How does my MindTouch support plan work?

The MindTouch Support team wants to make you successful with our software. There are three ways for you to contact MindTouch Support: 

  1. Email (
  2. Phone (619-795-8459)
  3. Chat (available from Support site)

Note to user  NOTE:  Phone and chat support are only available to customers with Enterprise and Premium support respectively. Agents are available Monday–Friday 6AM PST to 5PM PST.  

►  Read more about our support plans.

Can I reuse content?

Yes, absolutely. Reusing content allows you to have a central location for a common set of text that can then be referenced on other articles throughout the site.  If you need to change the text, you can modify only the central location and the rest of the text is automatically updated.

►  Read more about reusing content in MindTouch.

Can I globally change a word/phrase?

Global variables provide you with the ability to create a word or phrase that can be dynamically used across all of your content. Global variables are typically used for things like product names, version numbers, and even company names. In the case where you release a new version or change a product name, you can update your docs in seconds instead of combing through thousands of articles.

►  Read more about setting up global variables.

How do private, semi-private, semi-public, and public permissions work?

​MindTouch permissions provide flexible user, role, and group management. Content in MindTouch can be restricted to be either public, semi-public, semi-private or private. 

►  Read more about restricting access in MindTouch.


Who can view the page?

Who can edit the page?



All pro members



Selected pro members
authors, editors, administrators


Everybody, but only if they have URL

Selected pro members
authors, editors, administrators


Selected users

Selected pro members
authors, editors, administrators

What is the difference between community members and pro members?

​MindTouch has two primary classifications for users: community member and pro member. Community members are users that have login credentials but cannot create or edit content. Community members can be provided access to private content, can add comments and can rate content. Most of your users will be community members.

Pro members are licensed users that can be configured as either Viewer, Author, Editor or Administrator.

►  Read more about adding users.

What are groups, and how do I set them up?

Groups help you manage large quantities of users. You can use groups to apply permissions to multiple users at once. For example, you could create groups for your support, marketing and product teams. Then you can quickly provide or limit access to content for an entire department based on the groups.

►  Read more about creating new groups.

What is MindTouch contextual help (F1)?

​MindTouch contextual help (F1) is a pop-up window system you can add to your site to provide users with information that is relevant to the information they see on the page (see the contextual help in action by clicking the links on this page). Use contextual help to provide additional or prerequisite information, to dive deeper into a subject, or to provide product guidance. MindTouch contextual help is easy to deploy and fully customizable.

►  Read more about adding contextual help.

What is DekiScript?

​DekiScript is a MindTouch proprietary scripting language that can access MindTouch objects and parameters. DekiScript is much like JavaScript. You can use DekiScript to do things like create a linked list of the headings in a document, create a linked list of child pages, or reuse content across pages. 

Note to user  NOTE:  DekiScript is a powerful tool that requires professional development skills to utilize fully.

►  Read more about DekiScript.

Can I have a custom domain?

Yes. Using a custom domain for your MindTouch site requires configuration by both your IT department and MindTouch Support. In the meantime, your MindTouch site appears at a subdomain of

Many users choose or for the custom domain of their MindTouch site.   

►  Read more about adding a custom domain to your MindTouch site

Are there any considerations for adding an SSL to my MindTouch site?

Before purchasing an SSL for your custom domain, there a few considerations to take into account. Depending on the MindTouch features you'll be using with your custom domain, you may need to obtain a specific SSL certificate. A shared SSL is included for all domains:  https://*

►  For a full review of SSL considerations, be sure to read our full documentation on adding SSL to your custom domain.

How do I reorder articles in the hierarchy?

​MindTouch displays pages in alphanumerical order based on the filename of the page. For example,/01_Getting_Started appears before /API_Calls because 01 comes before API in alphanumerical order.

You can control the order of display by changing the filenames of the documents to include numbers at the beginning. 

  • Was this article helpful?