IT Glue Reviews and Ratings

Rating: 8.8 out of 10

Score

8.8 out of 10

Community insights

TrustRadius Insights for IT Glue are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Recommendations

Users recommend IT Glue for its ability to centralize and organize scattered information. They appreciate how the platform helps them migrate from a hodgepodge of documentation systems, bringing all their data into one place. This feature allows users to access critical information quickly, eliminating the need to search through multiple sources.

Reviewers suggest IT Glue as a valuable tool for streamlining workflows and improving productivity. With its intuitive interface and powerful search capabilities, users can easily find the information they need, reducing time spent on manual searching and increasing efficiency. Additionally, the platform's customizable templates and tagging system enable users to standardize their documentation processes, ensuring consistency across their organization.

Customers praise IT Glue for its robust security features and data protection measures. The platform offers encryption, two-factor authentication, and user access controls, giving users peace of mind when it comes to safeguarding sensitive information. This level of security is especially important for businesses that deal with confidential client data or have compliance requirements.

Overall, users recommend IT Glue for its ability to centralize scattered information, streamline workflows, improve productivity, and provide robust security features.

Reviews

27 Reviews

Keeping your MSP together with IT Glue.

Rating: 10 out of 10

Incentivized

January 6, 2025

Use Cases and Deployment Scope

We work with over three hundred clients and provide IT services for all of them. We use ITG to track passwords, IP addresses for various servers, firewall configurations, and applications each client likes to use. We also merged two different ITG accounts to combine two companies and share resources.

Pros

It is good for keeping things categorized such as applications and passwords.
Allows you to easily merge with another company if they also use IT Glue.
Helps keep password refreshed and always rotating.

Cons

There should be an option to auto format text that you bring in from outside sources.
It can be difficult to embed all types of images. Some types are easy to embed.
Merging two accounts sometimes forces you to switch between the two different collections.

Likelihood to Recommend

ITG is excellent when you have many companies for which you do IT. In cases where you need to keep track of SSL certificates and expiration dates, it is fantastic because it will tell you if things will expire soon. It would not be suited for a company that is not an MSP or a small shop with very little infrastructure.

Jeremy Herman

Engineer in Information Technology at Novatech (501-1000 employees)

Vetted Review

Reseller

4 years of experience

IT Glue Review

Rating: 8 out of 10

Incentivized

December 17, 2024

Use Cases and Deployment Scope

We use IT Glue to provide secure documentation for our clients. We store standard operating procedures, passwords and device information in the portal. IT Glue allows us to document all information about our clients network in one place to make management a bit easier for our team. It also provides us a secure platform to access and share information with our clients.

Pros

Password storage
Integration with RMM for device information
Organization for network information

Cons

better extension functionality for chrome
Personal password manager improvement
Not very many issues

Likelihood to Recommend

IT Glue is great for it providers with multiple clients that need secure data storage for network information. IT may not be suitable for small MSPs or businesses with only a single location to manage. It helps us by creating a standard we need across all of our clients for documentation.

Joseph Shaffer

Owner in Information Technology at 4TS Computers (1-10 employees)

Vetted Review

4 years of experience

Opened our eyes to how documentation should be

Rating: 6 out of 10

Incentivized

July 9, 2022

Use Cases and Deployment Scope

IT Glue is probably the most common documentation platform for Managed IT Service Providers. Primary benefits are keeping your knowledge in one place and within arms reach of the techs who need it most. Easily searchable, quite a few integrations (though not all are created equal). We use it as it was designed and are mostly happy with it.

Pros

Documentation templates
Associating documents, passwords, contacts etc. to assets
Import/Export of client data (VERY useful for client onboarding/offboarding)
Dynamic documentation - Using APIs, you can update your documentation automagically.

Cons

Checklists. A relatively new feature but needs more TLC
Security. I hate to say it but I have some reservations about their access to my tenant. It has been explained that they require my permission for troubleshooting purposes as part of their procedures. I would be more comfortable knowing they cannot access anything without my unlocking it for them first.
The current conglomerate that owns it (Kaseya) is rife with mismanagement.

Likelihood to Recommend

It is best for Managed Service providers with 2 or more techs who need to organize multiple client data pools.

It's not ideal for single-tech shops unless you plan to grow. The pricing is geared for larger shops.

Verified User

Engineer in Information Technology (1-10 employees)

Vetted Review

3 years of experience

IT Glue is the agile and feature rich database and resource manager your IT Office has been looking for.

Rating: 9 out of 10

Incentivized

November 25, 2021

Use Cases and Deployment Scope

IT Glue is a robust flexible database that is absolutely vital in our office. It helps us keep the large amounts of wildly variable information secure and accessible. My favorite features [are]: password management for clients, and the ability to link records to one another.

Pros

Password management
Documentation and how to [make a] document creation
Resource linking
Flexible and agile search options

Cons

Hard to find a drawback.

Likelihood to Recommend

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.

Meredith Duke

Office Administrator in Information Technology at 5th Gear Technology Concepts (1-10 employees)

Vetted Review

4 years of experience

View profile

IT Glue - Over-priced and under-whelmed

Rating: 1 out of 10

Incentivized

June 15, 2021

Use Cases and Deployment Scope

IT Glue is being used across our organization to secure client data. As a Technology Support Provider, we keep a lot of info on our client's technology and a tool like IT Glue is needed to quickly store it and access it securely. It needs to be accessible to all staff and preferably to clients too.

Pros

Storing basic information such as notes and configurations about a specific client.
Staff being able to access the data on a computer or mobile device.
[I feel] it is trying to be an all-in-one tool by including password managers, checklists, etc.

Cons

[I believe] it is quite slow and clunky.
[I feel] the interface is very outdated.
Password manager is terrible compared to others [in my experience].
[I feel the] checklist functionality is not good compared to other products.
[I believe] permissions are very confusing.
[I feel the] learning curve is steep.

Likelihood to Recommend

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].

Joel LaRusic

Founder in Information Technology at Ethix IT (1-10 employees)

Vetted Review

1 year of experience

View profile

IT Glue Review

Rating: 1 out of 10

Incentivized

February 24, 2021

Use Cases and Deployment Scope

IT Glue is used primarily by our helpdesk and projects departments. It is intended to be used across the organization but due to its inconsistent search function and strong learning curve on how to find information, it is not used by other departments.

It addresses most documentation items by allowing us to put in what key information someone new would need to reference or something that does not change often. It does not fulfill the need for easy edits or submissions for ever changing items or major projects.

Pros

Fully customizable tenant information with core & fixed assets
Easy to organize SOPs
Looks visually appealing

Cons

Search functionality is only from document titles
Archive search is unpleasant
Difficult to find where information is stored within a flexible or fixed asset

Likelihood to Recommend

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.

Verified User

Technician in Information Technology (11-50 employees)

Vetted Review

2 years of experience

The world of information, all at your fingertips.

Rating: 8 out of 10

Incentivized

February 19, 2021

Use Cases and Deployment Scope

IT Glue for us is the central documentation database for all of our MSP Resolutions. We have a dedicated position to publish and create guides for other technicians to follow for quick and rapid resolutions with customers while both on and off the phone. The problems this program resolves is certainly documentation and formal policy organization, and heavily on contact numbers and integrations with our toolsets.

Pros

ConnectWise integration.
Intuitive GUI.
Support is genuinely helpful.

Cons

The GUI is nice, but I feel it can be a bit "clunky" especially with layouts. Maybe lower the font size?
The Dashboard is nice, but not always applicable when you have over 10k documents and contacts. The graphs are all distorted.
The Password keeper fields take a while to learn. I'd personally like to not have to leverage the time it takes to locate this. We use a password manager for this now.

Likelihood to Recommend

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.

Verified User

Technician in Professional Services (11-50 employees)

Vetted Review

5 years of experience

An overall good product that meets the needs for centralized documentation for managed service providers

Rating: 6 out of 10

Incentivized

September 22, 2020

Use Cases and Deployment Scope

Our IT team uses ITGlue to track all documentation, Standard Operating Procedures (SOPs), and Passwords. They have recently added a 2fa/OTP option to track 2fa codes for client portal logins, which is great. Our team uses this to be able to work on multiple clients with multiple techs. The product itself has MFA to get in to help keep everything secured.

Pros

Tracking documentation for our clients.
The OTP/MFA tracking for client passwords is an amazing new addition!!
Integration with Connectwise

Cons

Backups of data are manual, no automated process.
Password "flags" for passwords accessed by removed users.
Needs a read-only "warm site." When they go down, everything is inaccessible. Replicate data to another colo/cloud with a separate DNS domain for read-only access (ex. subdomain.ITglueDR.com).
They suggest for backups giving "all passwords" to a single user when they go down, having all of these passwords in a spot accessible is a huge security risk (see above for suggestions to fix).
More competition/leaderboard ideas to help drive participation.

Likelihood to Recommend

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.

Verified User

Director in Information Technology (11-50 employees)

Vetted Review

4 years of experience

IT Glue is, by far, the best documentation system we have ever used.

Rating: 10 out of 10

Incentivized

January 18, 2020

Use Cases and Deployment Scope

We use IT Glue to keep all our customer data organized, in sync, and shared to our technicians. We also use the My Glue portion for several clients to grant them access to their passwords and commonly needed information. Finally, it makes a fantastic password generator.

Pros

Easy to navigate and well laid out GUI.
Being able to find what you're looking for is of high importance, of course. IT Glue has an easy to navigate layout, and the search functions make it easy to find exactly what you're looking for.
Quick, convenient, and complex password generation.
When you create a new login your option to generate a password is right there. I don't think I need to explain the need to have complex and diverse passwords among your clients.

Cons

Over the last few years, there have been some bugs in the GUI. For a time if you moved a password, it would just disappear. Thankfully the help desk over there has always been quick to respond.

Likelihood to Recommend

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.

Russ Taylor

Network Engineer in Customer Service at Bitboyz (11-50 employees)

Vetted Review

3 years of experience

View profile

Holding all of your IT world together

Rating: 10 out of 10

Incentivized

November 25, 2019

Use Cases and Deployment Scope

We use IT glue in our tech services department. We are using it to store config info and passwords as well as any help docs we create. We are using IT Glue to replace all of our old spreadsheets and Word documents/one note that contained most of this information. We have also integrated IT Glue with Connectwise, Meraki and Datto to make sure all config into is captured for our customers

Pros

Well organized and straightforward - Lots of options on where and how to enter information into the system.
Able to integrate a lot of other programs into IT Glue such as Kaseya, Connectwise, Datto, Meraki.
Built-in change-log has prevented many arguments about who did what, or changed what, or when.
If it's not in IT Glue - It doesn't exist.

Cons

Not enough information - and too much information can make things messy.
Integrations should be easier to handle and back sync should work better - This would prevent a lot of useless or old info from becoming cluttered.

Likelihood to Recommend

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.

Verified User

Technician in Information Technology (11-50 employees)

Vetted Review

1 year of experience

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