IT Glue vs. OpenText XM Fax

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.

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XMedius is well suited for a large business with hundreds of fax numbers. Could you imagine trying to manage 1000 individual fax machines? That would be a nightmare! Instead it's all in one neat place

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• 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.

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• Contacted sales to set up the creation of enterprise accounts directly through the dashboard.
• XM Fax Support worked directly with Xerox to correct an issue I had with a device software update. Issues correct within a few days.
• XM Fax provided onsite sales support for sales and technical training.

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• 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.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Error logs include error codes, but sometimes it is hard to understand what it means. Either a shared documentation or detailed error log might help end users better to detect any issue on fax requests.

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.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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.)

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

XMedius does faxing for a quick response from an end user where Egnyte is best suited for secure file transfer.

• 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.

• I m not sure on pricing or how XMedius is pricing solutions now
• Cloud-based / vs On-Prem I think my vote always goes for on Prem
• ROI (not my field)