IT Glue Reviews

Well thought out, easy to use, and intuitive software. Designed for MSPs and every piece of information for a client fits in a specific location (and relates to others).

Not a lot of ability to customize the documentation containers. Sort of "as is" although it works very well for how it "should" be utilized.

The speed of the interface and search is excellent. When creating documents, the different document types are very easy to use once you master the differences. The MyGlue function customers love. Our tech's also really appreciate the integration with our RMM tools.

The search is not quite as 'global' as Kaseya lead you to believe. Quite often documents are not found even when the search word/phrase is in the title and document body. Also, be careful how many integrations you enable. A lot of duplicate and orphaned data ends up getting created.My 2 big wishes are:1. I wish you could create folders in the Help Center in MyGlue. I don't like the Google approach of "search the bucket". Not all users are Millenials/Gen-Z. We grew up with folders and structure in our lives.2. I wish there were a way to template a skeleton setup for a new client

ability to build checklist in ITG and then adding BMS

the continued issue of it glue losing Kayseri one button disappearing upon log in from Kyocera one

The best thing about IT Glue is how easy it is to add, organize and customize documentation. Being able to create custom flexible assets using the software is also extremely easy and allows us to create meaningful data that is customized to a particular business process or role.

One thing that can sometimes be annoying is when trying to attach files to documents or other assets and having the 100 MB file limit cap. Having a higher file limit cap would make the product more useful for attaching files needed for installation to an SOP or Application flexible asset, for example.

This web based platform is a one stop shop for all of our critical client information. If we need to know something about one of our clients, it always ends up in itglue! I personally love how everything is organized into clients and categories so I can easily find exactly what I'm looking for!

The one thing I think could use improvement would be uptime. I will rarely see that ItGlue will become non accessible due to issues or maintenance . This doesn't happen very often but causes a big impact when it does.

It's easy for us to keep track of important information from our customers and be transparent with them with the help of MyGlue

I'ts not easy for engineers on site to take notes. It takes time for them to have to build out the documents. They're still using onenote for this purpose so we are missing a lot of information

We are not an MSP, but IT Glue has provided us with a central repository of our critical documentation for systems and software. The customization of flexible assets is just what we needed to consolidate different information from many different sources. We use custom checklists for onboarding and offboarding our users and the ability to relate information is very useful. The audit logs are a big help to keep us on track, We love the product and highly recommend it to our partners.

There are no dislikes about the product.

The flexible assets and related items have benefitted the company I work for throughout the years. The many integration options are great, too. We have cycled through many applications throughout the years, but not for our documentation! It serves its purpose well - why change?

One downside we have noticed is that the global search sometimes does not function as expected. It has often not found a child folder in the folder hierarchy when searching by keyword when the word is in the document's title. Additionally, I would love to see a more robust integration between ConnectWise Manage and IT Glue, where the knowledge base in Manage syncs with IT Glue Documents. This is not so much a downside as it is a wishlist item.

It is the most feature rich Documentation/Password Manger on the market, That is very mature in the market and heavily used by MSP's

The Password manager is lacking allot of features we reacquire for control/Management. There no integration really to share the passwords with other software. The encryption and security of the SaaS offering is higher risk then I would like due to the use of a single encryption key for encrypting all data, this also give IT glue employees ability to access customers data.

IT Glue lets us keep all of our customer information in one place. A digital file cabinet detailing every bit of information you would need to know to service the customer. One feature we started using recently is the Vault where we can encrypt and decrypt with a user-specific passphrase. This adds another layer of security on passwords that are sensitive.

There are not many downsides to IT Glue. I would like better end-user training that is specific to a technician and one specifically to an administrator.

Flexibility of the product, Run Books and Password handling.

Cannot complain on anything with regards to the software.

What this really has going for it is the ability to link items, a SOP can be linked to other procedures and documents allowing you to hand off documentation and have all the related materials linked to the one Item. I also like that their team does not seem to be resting on the product as it is, there are continual improvements and exciting things roadmapped for the future.

The platform lacks the ability to archive passwords that are no longer in play for former employees and the like. This has been on the community wishlist for quite some time with no indication of when or if it will be released.

Another gripe is that core things in the software change FREQUENTLY without any prior warning explanation. Some of the changes have left me scratching my head as to what possible benefit or reason there is to changing things? So I find myself relearning certain aspects of how to use the software which can be particularly frustrating when trying to get through a work day.

It's accessible from anywhere.
Password and information are secure.
It has the option to copy passwords without actually viewing them (eg if you're in the public and don't want to reveal your password).
It can be integrated with other apps such as O365 (useful for linking user information, see how many unused licenses there are etc).

The only thing I'd like to see is the ability to set a pop up notification or reminder. You can set tasks but you have to go in to view them, there isn't an option to set reminder notifications / pop ups as yet.

I love the organization that is setup with this software. All of my passwords, switch configurations, static ip addresses, vendor contacts, KB articles, etc. in one place!

My company is considering other products because this is on the pricier side and we are up for renewal.

Security is high when you are storing password/docs since multifactor authentications are enabled.
24/7 support is highly responding and sharing users to view the dashboard to monitor the incidenta and updating until the issue get back to normal.

Golbal searching feature is not convenient enough.

The ease of use is spectacular, all sub-categories all clearly labeled and anyone with any amount of experience can easily create and edit documents.

Another great benefit of IT Glue is the Autotask integration, should a ticket come through and trigger a keyword then Autotask can automatically pull an IT Glue article relate to the keyword.

The licenses for IT Glue can be quite pricey, however, they are ultimately worth it, the integration alone makes up for the costs.

There are detailed sections for saving any information
There is a built in password generator and you can copy the password without ever showing it to onlookers.
Excellent product for an MSP with multiple organizations under it.

So far, I haven't found any issue with this program since it allows us to customize almost every feature that we need to have.

What we like most is it does what it needs to do for us. Knowledge base works well, password management and controlled sharing.

I'm not a great fan of the user management side. This may be down to my own ignorance but it feels pretty clunky.

Password documentation with OTP, MSP mode for multiple organisations, ease of use

It demands some work to setup everything properly in order to get started properly, but then again it's an important step when changing a documentation solution :)

IT Glue provideds an easy way to start managing customer data.

It now seems to be a stepping stone into buying Kasaya's other services.

The best part of IT Glue is having the pre-build forms and integrated 'build-as-you-go' documents for users who are not very documentation oriented.

One feature we would like to see is 'live' documents. Dynamic content and documentation keeps real time documentation fluid with our clients changes and projects.

Storage of relevant documentation organized by customer. Integrates with ConnectWise and ScalePad.

Search function can be confusing. Filtering out "old" configurations is not intuitive. Integration with ScalePad requires tweaking when there are updates to either one and there is no feedback or how-to document.

IT Glue is very secure and has features to connect related documents and passwords conveniently. User security is high and clean.

The search bar tool is pretty strange if you don't type in the right exact phrases or keywords, it's tricky to find your document. Having a more forgiving search feature would improve this software.

I like the fact that the organization and the tagging of the products are so easy to collaborate.

When you place an item in to ITGlue if you are not an admin you cannot delete it. At least give maybe like a 5 min window or something to remove it THEN have an admin have to delete it. Sometimes you just make mistakes.

Password manager & OTP is helping us a lot

Easier integration with other Datto products