TrustRadius
https://dudodiprj2sv7.cloudfront.net/product-logos/Ko/C9/AP4LSADK32GB.PNGIT GlueIT Glue - Documentation at its best2018-10-16T19:06:19.834ZWe utilize IT Glue for saving passwords, organizing documents related to trainings, saving confidential customer information. It is a place where we can give specific access to items that only a few people or all people needing access to. It has a password generator so you know if you're setting up a new passcode to something, you have one to choose that is secure and strong.,Passwords - Generating a new password , saving passwords, and the option to copy to clip board without diving all the way into the password profile. The option to also save information related to that specific login such as account #, rep names, etc.
Documents - You can create folders to save grouped documents into. For example, we have employee workbooks, departmental documents, quarterly forms, etc
Sync- IT Glue syncs with ConnectWise Manage which is a great tool for keeping all our configurations together.,Searching - Unless you know clearly what you are looking for, the search bar could use improvement. I find that I have to type in several different keywords for it to work and even then it doesn't pull up everything I'm looking for
Syncing - It's not totally clear to me how to get it to sync with ConnectWise. I know it does it automatically but if I'm working to update items in both softwares I don't right away see a button that says "Sync" and I think that would be handy to have,9,It's been positive to know that we have a data base where we can save important items instead of having a document on someones computer and having to ask them everytime for it.
It's been more productive to have the passwords in one place and it's more secure.,Alissa LevanwayHuge initial outlay leads to huge gains in productivity2018-04-23T19:00:38.079ZWe are using IT Glue to document our MSP clients as well as our internal SOPs and KBs. We chose it not only because it appeared to be the most robust documentation solution for MSPs available, plus it integrates with a large number of our other tools. The ultimate goal is to have IT Glue be the central repository of information for our entire organization. We were previously keeping our clients' network books in OneNote and Excel spreadsheets and our internal documentation scattered around a shared drive and SharePoint.,Linking related items together to form a big picture view of a network and all of its moving pieces.
Integration with our PSA and RMM to provide alerts by creating tickets for things that are expiring like domains, certificates, warranties, and documentation.
The ability to track our users' engagement with the tool to encourage a culture of documentation and standardization.,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.,9,We've had a number of false starts on getting all of our clients' assets documented. The culture shift just has not happened yet and there is a general lack of trust in the data.
It's nice to not have to go hunting for information about client assets anymore. We can be much more productive this way.,MS SharePoint and Atlassian Confluence,ConnectWise Manage, ConnectWise Automate (formerly LabTech), Bright Gauge, DattoJennifer HenneyIT Glue - Wonderful Documentation System for Managed IT Service Providers2017-10-12T15:48:56.108ZIT Glue has been a great tool for us. Finally, a provider has gotten it right in providing the flexibility needed for IT documentation for managed service providers. Our firm moved to IT Glue over a year ago and has greatly benefited from its features and resources, and continual new features added. At this point, we're heavily steeped in the solution with it integrated into our client onboarding systems, and much for the better, compared to prior systems we used. We opted not to use the password storage part of IT Glue (we're using a separate utility for this), but IT Glue can do that, too. IT Glue for managed IT service providers is definitely worth checking out.,Flexible Assets are custom questions or forms that you get to create to keep the kind of documentation that *you* want. Our team has done this, and have developed a comprehensive system in our documentation that is better than anything we've ever had.
Tagging. This feature is so helpful when interlinking related items in the documentation system. IT Glue makes it so easy to tag other configurations, including printers, firewalls, phones, etc.
Public sharing of knowledge base articles. Often our clients need to know how to do something. We can add pictures, step-by-step walkthroughs that save us and them a ton of time.
iFrame embedding. There's some flexibility to the web pages that have been helpful for putting other things, such as Cognito Forms in.,Communication/roadmapping on their support enhancement forums has been lacking.
At this time, it appears that key words in flexible assets are not as searchable as they should be. More search functionality in general for existing documentation would be good.,9,Our help desk's mission is to provide quick and satisfactory support; having IT Glue to assist our techs store and access data has been fantastic.
Having a place where we document client and setup systems/templates has been a big plus using IT Glue, and we have definitely felt value in the investment.
One negative feedback from our techs: knowing they have referenced or even created knowledge base articles, but due to keyword search functionality lacking, they may have a hard time finding it again.,Atlassian Confluence,ConnectWise Automate (formerly LabTech), ConnectWise Control (formerly ScreenConnect), ConnectWise ManageIan HansenIT Glue - Excellent place to create documentation that you will have a hard time finding2017-10-13T16:16:30.178ZWe use IT Glue as our documentation platform. Our initial setup involved manually migrating thousands of pages of documentation out of our old system. There were some automation steps that we could have taken, but we decided to do it manually to preserve formatting and to clean up years of old documentation.,Excellent visibility
Easy to see if we have fully documented a client network
Able to share client documentation with client in a secure fashion,So far we have enjoyed the functionality of ITG with one exception:
The search feature is severely lacking. We have thousands of articles in this knowledge base but the search window is about 1" wide and only shows the first few words of each article. Within our system, those first few words are often the same "SYSTEMS: How-To...". If we are searching for a system, we will have no alternative but to manually try to find this document by browsing through folders within ITG.
Unfortunately ITG has not responded to a flurry of enhancement requests around this feature, that go back quite a while.
The functionality that would make this a killer app for us would be a dedicated search page that displayed results like a Google search page.
Ability to export all client documentation if the client moves to another provider.,5,Positive - Standardized documentation process
Negative - we often cannot find documents that would save our technicians and customers time.,Atlassian ConfluenceWil BuchananHappy but Could be Happier2017-10-12T16:25:14.492ZWe love how easy IT Glue is to use to create and organize new documentation. We use It Glue document procedures configurations. Unfortunately, there is one major drawback when it comes to the ability to search. If this could be corrected, I think we would be much more pleased with it.,Organization by category or customer.
Editing is very easy and the ability to attach images and documents is wonderful.
The ability to link to other documents and related configurations is very handy.,The search has limited display space and is pretty useless.
An automated keyword "Tagging" function would be nice. We do this manually at the bottom our our documents now.,6,Having documentation that is easy to record and find is very important to any company wanting to be efficient.,Benjamin Kaeding
Unspecified
IT Glue
16 Ratings
