IT Glue, a Kaseya company since the December 2018 acquisition, is an information management platform that allows for efficient storage and retrieval of all the documentation an organization needs to help their MSP run better. By integrating PSA and RMM data, the vendor says they can help increase efficiency, and reduce onboarding times.
$29
per month per user (5 user minimum)
Zoho Vault
Score 6.6 out of 10
N/A
The Zoho Corporation offers Zoho Vault, their password management application for teams supporting credential-free convenient login and safe access share between members of a team.
IT Glue combined all our needs as an MSP. Vault was great until we got out of using Zoho Help Desk. We were able to monitor server information and client documentation better with IT Glue. Vault is easy to use, but in the end wasn't what we needed. Vault is a great program, but …
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.
The reason I selected 7/10 is because I don't have any experience using other systems similar to Zoho Vault. It works fine for us, but I also have experience with Zoho Recruit, and based on that experience, I know that there are better choices out there. I would encourage anyone I was recommending this product to, to also research similar products.
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.
Zoho Vault integrates into your browser with an add-in, which makes it easy to access websites that need authentication.
Zoho Vault enables you to create users and groups, and share authentication details either at a group level or at a user level.
Zoho Vault gives you the capability of defining the level of access a user or group has to the authentication - read-only or read/write. This is one of the most unique features that I have come across any online password managers.
Zoho Vault allows you to download and store an offline encrypted copy of your authentication details for the time when the internet is restricted.
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.
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.
I selected 8/10 because while I don't have any experience using other products similar to Zoho Vault, I do believe it is easy to use and maintain. We do not have any problems using this product and have never needed to contact customer support.
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.
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.)
Never really needed to use the customer support of Zoho Vault, but all other Zoho services have excellent support and excellent forums to participate in, and I don't assume Zoho Vault would have anything less
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.
