IT Glue vs. Microsoft Teams

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.

Incentivized

It is well-suited for an organization with many team members who are scattered throughout different locations. It offers organization and clarity to projects, files, and tasks in one centralized location. It would be a bit of an overkill for a small organization where everyone is in the same location 5 days a week

Incentivized

• 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.

Incentivized

• Makes communication and collaboration easier through Chat.
• Lets us personalize and humanize face-to-face interactions through Meetings.
• Helps me effectively plan out my day through Calendar.
• Enables us to safely store and access our information through OneDrive.
• Simplifies calls and voice communication.

Incentivized

• 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.

Incentivized

• the calendar function can improve it's not 100% feature parody with outlook.
• Better search for documents and contact with AI
• offer the same security for document sharing as is available in outlook. Especially concerning PII and documents shared to "external" contacts.
• Contact is hidden away in "Calls" and needs to be better exposed like it use too.

Incentivized

Overall IT Glue meets every need that we need it to. IT is easy to use and convenient and we have not had very many issues with it since the inception. I would easily recommend it to anyone who needs this software.

Incentivized

Microsoft Teams is included with our Office 365 subscription and we have no intention of migrating off of Office 365 and Microsoft products. Since Microsoft Teams is included for free with our Office 365 subscription, and since we enjoy all the features, benefits, and functionality, there is no question that our team will continue to use the product

Incentivized

The interface is excellent and very easy to use. As long as the text you input into the system can be easily read, you will have no problem finding it with all the different categories offered. Sometimes, the slider on the right can blend in with dark backgrounds, making it hard to see.

Incentivized

If you have the full Microsoft Office suite, it works really well because it's integrated well within its ecosystem, but if not, it can be annoying because it tries to open a shared file in the web versions of the file equivalents. The web version is also a bit slow, and the login is very difficult to handle if you have multiple Microsoft or Outlook accounts.

Incentivized

Rare, but outages do happen

Incentivized

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.

Incentivized

Sometimes about once a week I get a message that says "Sorry, there seems to be something wrong". But it goes away in a few minutes.

Incentivized

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.)

Incentivized

The overall support provided by Microsoft for Microsoft Teams has been quite good but there is still some room for improvements. Microsoft needs to proactively work on fixing the open bugs in order to provide a seamless experience to the users. But over the service and experience provided by the Microsoft team have been quite satisfactory.

Incentivized

I find everything I need for my day-to-day work.

Incentivized

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.

Incentivized

Microsoft Teams offers a much more integrated experience between their chat and video call function compared to Google Chat and Slack. Both other tools are much better for internal communications are they have simpler UI without other features. Whereas Microsoft Teams can be used for more critical conversations, particularly between external companies, and has been very useful in sales conversations which is what we chose it for when speaking to companies that work exclusively through Microsoft.

Incentivized

Honestly, this tool is worth every penny. Yes, it's not free and you pay for the quality of services and the license. But the ROI and the benefits are all there. Also, the renewal, negotiation, and contract terms are all very well explained by our Microsoft account manager, and she's a charm.

It does not appear to have a limit to how many teams and employees we can have using it

Incentivized

I used Skype for Business to take calls, hold conferences, and provide remote assistance to users. Microsoft Teams, on the other hand, is superior to Skype for Business in my opinion. My job entails a lot of screen sharing.

• 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.

• Because our unit decided to go all in with Microsoft Products, the integration and flow of our communication and files are seamless.
• Microsoft Teams is very secure. Only those who are logged in with their university credentials can access the files we share and the events we host. Therefore, we don't have to worry about privacy and security for the virtual events we host.
• If our virtual events are open to the public, joiners outside the organization often struggle to join because Microsoft Teams is not the most familiar tool amongst the public.

Incentivized