IT Glue Reviews

Easy to use and able to link in other IT tools like Connectwise

nothing, until now ITGlue is the perfect storage for all information about my everyday work

I like that there are lots of integrations.

I don't have anything that I don't like about ITGlue.

In the beginning, it really forced upon us a culture of creating useful documentation.

ITGlue did help my business with documentation and business practices in the beginning. But, as my company matured, I questioned its value of not being fully enlisted in the Kaseya ecosystem, where most development went toward. Kaseya's business practices became apparent - lots of talk/promises with minimal action. It might be different if I entirely bought into the Kaseya ecosystem, but that was not my experience.However, I am still getting notices concerning items I voted on within the ideas pages with hundreds of upvotes (which many have had for over 5 years) and little to no action taken against these items. Also, in many cases, the ITGlue staffers argue against the use cases people propose, saying that is not how it is done but, at the same time, not offering any feasible workarounds.Additionally, Kaseya's approach, as well as respect toward the community, is severely lacking. Just ask many well-respected security vendors who have spoken up about issues/concerns and the backlash/punishment they have received in return. This is not how the MSP community works.If you are fully committed to the Kaseya ecosystem, this might be a different story; but it's not how I have chosen to do business, and I do not believe they are true partners of mine. Your experience may differ, but the many people I have talked to all share similar stories.

Being able to document on-the-fly with as much or as little detail as available in the moment is the best aspect. Other solutions will yell if you dont give them enough detail on an object when you create it. ITGlue gives you the freedom to document as much or as little as you want, and the ability to organize in a way that makes sense without just leaving you in an unstructured environment.

Mobile app definitely needs improvement. It's better to just log into the web interface on your phone than it is to use the mobile app.

Best feature is ability to compartmentalize items per client yet be able to quickly and easily pull them up.

Haven't been able to find a diffinitave negative at this time.

I generally like the overall ease of use of IT Glue. I like also that I can open several customers in different browser tabs so as to effectively work on several devices at one time. I copy/paste passwords from IT Glue a lot because I'm running updates on servers/devices at night on weekends and, unlike PassPortal, i can open multiple customers and still copy/paste the correct passwords where needed. the other product would mix passwords, etc. Searching documentation is also a breeze in IT Glue.

One thing I liked about PassPortal (our previous tool) was that we'd implemented a password plugin into ConnectWise ScreenConnect. I know IT Glue offers something along those lines but my company has yet to implement it. Not really a negative for IT Glue - more my company.

The ease of utilization of the application

not enough customizability for core assets, apps & services

IT Glue is great for keeping all your client documentation secure and in an orderly way. The integration with our PSA and RMM solutions ensure that everything is kept up to date and we don't have to update everything in 3 separate places.

The add-ons. We are paying for the top license yet there re still more add-ons that have to be purchased separately if you want to utilize all aspects of the software.

I like the flexibility and ease of use the most. Plus, the integrations with other tools are a plus.

I like the mobile app less. It needs to improve mainly the design.

Very good and useful documentation software. Very complete

I actually like everything from ITGlue I have cons. Can be easily integrated with other Kaseya programs and has many ways to implement it to your business.

This IT documentation system has been so reliable.
I like the efficient features of IT Glue.

No cons about IT Glue.
IT Glue has amazing features.

The integrations with other tools and documentaiton

The amount of time it took to import our data from SharePoint

I just started working with IT Glue and it makes collaboration streamlined with my more experienced colleagues. It keeps clients' information organized and easily accessible.

The learning curve can be steep, requiring significant time and effort to fully understand and utilize all features.

I love all the features, they are all good and unique, and everyday use

nothing much, because it is useful for me and in out company.

It does what we need, we are able to keep our documentation processes standardized across our clients and our internal systems.

Nothing I outright dislike; it does what we need.

IT Glue allows us to have a single pane of glass for all of our client documentation needs. It integrates with many 3rd party utilities which automates the documentation process for us which save times and also makes us more efficient.

Only negative is I wish the import documents supported more types instead of having to convert everything during upload

IT Glue is awesome for documentation. Especially for me as part of a managed service provider. Its well organized and you can easily look up passwords for every customer you might need.

I used IT Glue for over a month now but cant talk about any major flaws because there are none as far as i can tell.

The ability to search for anything from anywhere.

The built-in document editor takes a bit to get used to and it does not always do the best job of converting Word documents.

It was easy to add passwords, and use them without needing to be on the webpage with the widget.

The interface wasn't the easiest to use. Sometimes I needed to click through a few pages to get to my passwords. Easy to get lost if you are just a user.

Easy to use and secured credential and data documentation portal.

NO Cons for the IT Glue and support ate great

It allows us to have an easy to access central location for all of our documentation, across all of our clients and prospective clients. Staff understand how to pull value from this tool with minimal training.

There are features within IT Glue that are well thought out, but perhaps not applicable specifically to our workflows. It can be a challenge to understand how to use these features in the best way as there's not really a "This is best practice" approach for these items.

The best features are the integration between IT Glue and our other tools, so that everything talks to each other and spitting out the most important information about a client.

I feel like sometimes it is a bit difficult to use, like information overload. Would be great to be able to have arrow down buttons, like outlook folders, to open up the file path or close it.