Likelihood to Recommend It is best suited for an MSP but it is also best not suited for an MSP. It is well suited for folks with a minimal knowledge of a client and are attempting to learn what they can. Perhaps just bumbling about and can find the same thing consistently. At my particular work, we pay somebody full time to manage the system. I feel this is unnecessary.
Read full review Kofax PaperPort is great for any office that has paper documents - seriously! We have set up multiple businesses to use Kofax PaperPort to cut down their storage of paper receipts, invoices, documents, etc by nearly 90%! Their office is much better organized and they have the ability to edit PDF Documents for a lot cheaper than buying Adobe
Acrobat .
Read full review Pros The UI has been set up perfectly, there is a sub-menu for every possible bit of information you wish to store. There are a number of excellent features such as the autohiding passwords and quick searching from anywhere on the page. The recent addition of the IT Glue is also an excellent feature, it features online self-guided courses to become a certified IT Glue user. You can create and group custom documents together. IT Glue can be integrated with a number of platforms such as Autotask. IT Glue also integrates well with N-Central to automatically populate the configurations tab with all the relevant Workstation, Printer, and Server information making client on-boarding a breeze. Read full review With Kofax PaperPort, documents can be merged, pages can be extracted from multiple documents and combined to make a new PDF document. It is an important feature as one needs to do it very often and more ubiquitous pdf readers like Adobe Acrobat Reader DC lacks functionalities like these. Kofax PaperPort scans the documents and using it's OCR, converts these scans to searchable PDF documents so that these documents can be searched based on the text content in them. Functionality to convert other formats to PDF and PDF to other formats. This is important as many times , we need to upload certain documents only in a specific format and conversion is required to and from PDF format. Read full review Cons Like many other MSPs we had the majority of our SOPs and KBs in Word docs. The best case scenario would be to simply drop those files directly into ITG without having to import them into the ITG documentation format. The import function is so broken as to not be an option because it completely ruins formatting and tends to drop images. Thus we have to manually copy/paste text and individually upload each image. They marketed the product as having true branding but that is stretching the truth. SSL is not an option so client-facing documents will give security errors in browsers. ITG does not appear to be concerned about this even though security is a major concern for all MSPs. Read full review It should have a back button, so if you go from one folder to the next, it would be simple to get back to the first folder. When you combine two PDFs, it should retain the title of the one that's on top. The send to bar should be easier to change. Read full review Likelihood to Renew PaperPort has a few quirks, but it is the only program of its kind that actually does what it claims to do. The power of it is so much more than they claim especially when it comes to trying to achieve a truly paperless office. With PDF editing built-in, it also saves considerable investment in other PDF editing programs.
Read full review Usability Easy to train and use. Everything is in the same place. Multi factor authentication and access from anywhere make secure and convenient. Can do my job with out it. It also has a free read and paid write option for the client. We up sell this option making it a money maker as well.
Read full review Performance Other than a few access outages, ITGlue is always up and available to us. Their ability to export Playbook, that contain our customers data, and securely send those over to them is amazing and are produced pretty fast. We have IT Glue linked with several other services and software and we have not found that it slows anything down.
Read full review Support Rating No problems with support when needed it. Their answers on how to handle DR/BC situations when ITG is down are not stellar. They don't seem to get the business risks of their suggestions to just give the xls backup to engineers (aka give all passwords of ALL clients to engineers in an unencrypted flat-file where it is easy to copy, print, etc.)
Read full review Alternatives Considered We chose IT Glue particularly because it's tailored to IT documentation. As a managed IT service provider, it's perfectly in line with what we were looking for. The flexibility and tagging in particular were the kind of features we were looking for.
Confluence is very good, and can be used for a number of things, not just IT documentation, but IT Glue shines for that.
Read full review I was ecstatic to see someone moving PaperPort away from Nuance (Those in my circle of friends refer to them as Nuisance). The lack of customer involvement by Nuance made finding answers to things that sometimes irritate a user to being downright frustrating. Maybe the purchase of Nuance by Microsoft will allow the company to focus more on the customer.
Read full review Return on Investment We regret the purchase and have received little, if any, ROI. [In my expereience], the main feature we hoped to get ROI from (MyGlue) was so terrible we were embarrassed to roll it out to our clients. Because [I feel] it is slow and clunky, staff find quicker ways to access needed data so this is not used as much as we would have liked. Read full review Less amount of money is spent for filing purpose as less number of people and space are required for filing purpose now. Information retrieval has become way faster as documents can be searched based on labels or on the basis of their content. Lot of options to improve the quality of the scanned image. Read full review ScreenShots