IT Glue

IT Glue is where we house our internal support documents, which are searchable by topic, and can be linked to the client's they support.

IT Glue is where we house our client administrative access passwords -- and the 2FA option ensures that we are maintaining the highest level of security for our clients.

IT Glue is designed for MSPs and apparently many use it. I would not say it is well suited, however, due to the fact that it is very pricey and there are alternatives that do a better job of most functions for less money and better support [in my experience]. [I feel] it is definitely not appropriate for smaller organizations. While it tries to be an all-in-one solution by including such things as password management and checklists, in reality, [I believe] these functions are very poor compared to products that are actually designed to do them. For example, password managers like RoboForm or LastPass are miles ahead of IT Glue. Or, real checklist apps like Process Street make IT Glue look pretty pathetic [in my opinion].

Syncs well with my RMM, SyncroMSP. It doesn't sync back to SynchroMSP. I end up putting my assets in Synchro so they sync with IT Glue. I looked at other options and it was either crappy integration or no integration. It stinks that you have to pay for the enterprise version just to get any kind of integration. I cannot take advantage of all the features, not sure it's worth the money but there is nothing much better.

Haven't really used support.

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.

As a Managed Service Provider, I have not had much experience with other documentation sites, but with remote workers and the need for a dynamic platform, Glue works well for us. It may not be used well for those who do not rely heavily on multiple clients or organizations. That is a strong part of the organization and if it's a standalone company, sure, it works amazingly, but you're lacking the power Glue has available.

It works really well to centralize and track documentation if you have multiple engineers working on multiple clients. It is good for passwords as well but not quite as mature as others.

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.)

If you're a small office or a MSP with very few clients, you may not see the need for such a well stocked application. In general, I would say IT Glue starts really becoming valuable when you're up to around ten clients or so. This would also be highly useful if you have a small number of clients with complex configurations. Being able to drill down into more and more detail is always appreciated.

We've only had to open a ticket for a bug twice. Both times we were contacted quickly, and the issue was also resolved in minutes.

When we onboard customers, only one member of the team is involved. This team member will be the only one to touch each machine and gather all info and documentation from the customer. Without IT Glue we would have nowhere to put that documentation, and other engineers would be asking for this information all the time. When we put the information in IT Glue it is accessible to everyone, and if it is not in IT Glue, then it does not exist.

I do not have a lot of experience working with support. When we initially set up IT Glue, we had several training calls and that entire experience was great. We were able to learn a lot and get some guidance if we had questions during the first few months. After that, we have not had much need to contact support - so I guess that is an even better thing.

This is a perfect solution for any MSP who needs quick access to customer information from ISP circuits to passwords. The more you put into this software the more you will get out of it in the long run.

I haven't had to engage support yet because everything has pretty much just worked as it should.

IT Glue is best suited for medium to larger sized companies who rely on documentation for multiple customers. It's easy to use and user friendly layout makes it really easy to find the information you are looking for. As with any documentation platform, it needs to be maintained, but if done well, it makes life a whole lot easier.

I haven't had much experience with IT Glue support, but whenever I have had to contact them, they have been quick to respond and have provided solutions for any problems we have come across. They have been a big help in keeping our documentation accessible for our growing client base.

Any site or organization that needs a documentation tool needs to at least give IT Glue a chance. I can say with almost certainty that we will never go back to anything else. This just works!

Ever since Kaseya took over, support isn't the same, but still decent.

We love this software because it makes collecting and maintaining the data really easy. It also allows for us to give our customers access to their data. No more calls asking about their wireless passcode, to license keys, though we are here to help, IT Glue helps our customers be a little more self sufficient.

IT Glue, meant for IT service providers, is great for documenting both large and small environments. It has great fundamentals and the development continues to improve. Every tech can add and search for whats needed. It does lack in the ability to create easy global custom fields. However the pro's out way the con's 100 to 1.

If you manage clients through an MSP then you should try IT Glue. It is easy to use and you can do just about anything if you take the time to get it set up. I really enjoy using IT Glue. It has a lot of information about our clients. You don't have to look at getting multiple programs or software to run a successful MSP team. If you're smaller and you aren't looking to spend the money then maybe you could get by using something else. There are a lot of free and low-cost solutions out there. After a while, you will either love IT Glue or you've found something that works for you.

I cannot think where IT Glue cannot be used, this tool is great if you are managing several customers or just your internal systems. You have access through any web browser and mobile app, it keeps a history of any changes that are made, and it takes the Excel worksheet off your network share.

It really helps provide structure around your documentation that can be lacking when using other tools. In my opinion, it's especially well suited if you have two or more people in your shop. It allows you to tag information, which makes it easy to find and build public documents you can share out to your clients.

Here's the thing: if you're an MSP starting from scratch, this tool would almost be mandatory. If you're already a relatively large MSP and have been using other tools, converting it all to IT Glue is a nightmare and a full-time job. Even then, things get forgotten, misplaced or skipped. Then the conversion ends up taking a back seat and is never fully utilized properly.

IT Glue is well suited to any size managed service provider that requires a secure central knowledge base.

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.

IT Glue is much better than any documentation system built into a ticketing or RMM system. I have used many tools but IT Glue's interface is very fast and easy to learn. It is laid out in a very intuitive way that is quick to pick up and understand how and why.

For IT companies, this is a great documentation tool. It helps if trying to save information for specific clients and for providing access accordingly. It's easy to use for editing so beginners shouldn't have to difficult of a time in using it. We used to use WIKI and that was much more complex then this.

IT Glue out of the box has all the basic tools to document a client environment and the customizable flexible assets mean your documentation and relationship mapping options are limitless. However, getting ITG set up in your organization requires a significant amount of time and effort and a culture shift to be sure that the data remains current. Everyone needs 100% buy-in for it to work, otherwise, they will stop trusting the data and stop using the product.

If you are a managed IT services provider and want to keep organized and flexible documentation for your clients, then IT Glue is a great fit. It also syncs well with our ConnectWise PSA, which we appreciate.

If someone is looking for a documentation system that is not specifically for IT support, then probably look elsewhere.

Without the search functionality, we will not be recommending this software/service. I am hopeful that ITG will respond to what seems like a pretty simple request, otherwise we will start the tedious process of looking for another documentation system.

I would recommend IT Glue more if the search was more functional. If this were corrected, it would fit just about any company to record standard processes and configurations.