TrustRadius
https://media.trustradius.com/product-logos/Ko/C9/AP4LSADK32GB.PNGIT Glue and you!We made the decision a couple years ago to bring our help desk in-house. With that we had to find a way to collect all the information we had on our customer base in one central, secure, location. After a few months of tossing ideas around we decided to demo ITGlue, and it has been the best decision we have made.. With IT Glue's integrations and their easy to use interface, implementing it and training our help desk staff was so easy!,Web Based Short cut keys: IT Glue has built in to their WebUI short cut keys to allow you to access your data faster Mobile App: With their mobile app, our staff and access needed information about our customer quickly and securely Integrations: They integrate with almost all of our softwares. So getting data in to so easy!,Up time: There have been a couple of times in the last month or so, that we couldn't get to our information. I will say the outages are usually brief and followed up with a detailed explanation as to why it happened. Integration Improvements: Though the integrate with alot of our software, some need to be improved, and made two-way. Mobile App: Their mobile app is amazing, however some data is still not available on it.,10,Positive: Less time taken by staff to locate information to resolve a help desk ticker. Positive: Simple to add new customers; which reduces staff time, to focus on billable projects Negative; the tables do take some time to setup,,ConnectWise Manage, ECI e-automate, Datto,8,9,6IT Glue, it is for you.IT Glue documents all of our clients' and internal IT information. It is being used across our organization and allows all departments to share the same info. It has created one standard format and location for all needed account information. We would have a difficult time staying on top of documenting ever changing landscapes without this product.,Documetation Security Uniformity,Slow to open Needs more custom fields Crashes often,8,Conformity Reliability Everything in one place,10,9,9IT Glue is easy to use and is a lot of fun to learnIT Glue has been given our MSP team a large array of tools to better assist our clients. It allows us to easily access such tools as passwords, licenses, knowledge base articles, and keep track of everything that our clients have on site. We are able to locate anything on the site by a simple search. It makes managing simple and easy to use. It has helped reduce the amount of time each of us spends searching for client information. We are also able to sync various vendors with IT Glue and all that information is pulled into their page. This helps us stay productive as an MSP. We receive better results with how reliable IT Glue has been.,Client Management - We are able to easily select a client or do a search for a particular password on the main page. There is a lot of information you can add for each client: Contacts, documents, domain information, SSL information, and more. It's very well made, so nothing feels confusing. IT Glue integrates very well with other software to make it even better. Being able to use PowerShell and RDP within IT Glue is super useful. The price for each IT Glue user is not that high.,Removing KB documents takes some time to learn. This mainly has to do with certain permissions assigned to each user. I wish it was easier to delete documents that are added by mistake. There's a bit of a learning curve before you see why IT Glue is so good. You might feel overwhelmed at first. I hope IT Glue keeps adding more vendors to the list. It would be a shame if something wasn't compatible or could not be imported into IT Glue.,10,Solves our client's needs in a timely manner. Reduces the amount of money we spend on IT software. Very user-friendly. Creating knowledge base articles has never been this easy.,Spiceworks and Zoho Desk,Zoho Desk, Spiceworks, Barracuda Backup,10,10,9KB Management at the next levelIT Glue has been implemented throughout our entire Managed Services division. IT Glue has allowed us to quickly and easily access client information such as passwords, vendor management information and all the relevant services our clients have set up. We have also been able to integrate IT Glue into Autotask to set up quick links to relevant information based on keywords.,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.,The document import function needs some improvement. The search works well enough but can benefit from some refinement.,10,IT Glue has reduced the client on-boarding times IT Glue has allowed for faster ticket resolution times as the relevant password or Vendor information is always at hand,Autotask, Microsoft Office 365, SolarWinds N-centralIT Glue eases documentation worriesWe use IT Glue in almost every aspect of our business. From managing client documentation to writing SOPs for how we communicate to prospects. It really has given us a centralized repository to manage our business within. Since upgrading to the enterprise license, we've been able to save even more time because of the API integrations with all of the tools that we use.,It works consistently They are innovating regularly Good consolidation of information,Development could happen faster It's occasionally (very occasionally) flakey,9,Forced documentation I love the gamification of documentation as it tracks points for everything updated/added/etc Remember that software won't solve a people problem, so don't expect IT Glue to fix all of your problems.,MS SharePoint,ConnectWise Manage, ConnectWise Automate (formerly LabTech), ConnectWise Control (formerly ScreenConnect), ConnectWise Sell (formerly Quosal), Microsoft Office 365,9,9,9IT Glue - Strong adhesive? Or basically a bandaid?IT Glue is being used across our entire company, but mostly for our tech side. It helps to organize configurations, passwords, accounts, etc...all into one easy to find place. It basically takes place of needing a separate inventory system and knowledge base. By "gluing" it all together, it's easier to quickly find the info we need.,Easy to manage users and data. Easy to integrate with ConnectWise.,Sync process takes a LONG time, especially for the in-house version. Embedded vs Standard passwords can get tricky to manage.,6,It has helped us resolve issues slightly quicker. It has forced us to document more.,Bright Gauge,Webroot SecureAnywhere, LogMeIn Pro, TeamViewer,7,5,4IT Glue - the essential MSP documentation solutionIT Glue is our primary documentation system. We use it for all information about our clients and as much as possible for internal information. It addresses the problem of "where and how" to put client data, logins, and instructional checklists/guides. We utilize IT Glue for all of our documentation on setup guides and how-to fixes.,Well thought out interface and organization, there is a place for everything. Quick and easy to copy paste, especially for credentials. Secure view of credentials to prevent it from sitting on a screen for too long. Amazing search features allow for quick finding of keywords.,Small item, but linking can be a bit better. When a "standard password" is used, for instance, it would be nice to link objects as child and parent so that they follow the parent if it is updated. Right now, you have to make associations and fill passwords with "see parent" but it's not intuitive. Creating configurations are useful and many things build on it. If you do not create the configuration beforehand, you have to open another tab and create the configuration then search for it and link it to the building item (such as a firewall/router item). It would be nice if you could do it all in one pane.,10,IT Glue is a great investment. It is cost-effective and links with an existing ticketing system or RMM. You can import your existing configurations as well as servers and workstations. Aside from several very minor complaints, there is absolutely no reason NOT to do IT Glue.,IT Glue - Documentation at its bestWe 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.,Must have IT documentation toolUsed for documentation purposes of our internal assets and documents, but also our customers.,Integration with RMMs and PSAs. Keeps everything in one place that is easy to search. Security and Authentication.,Expensive. It's time-consuming to get all the data entry done.,10,This has made us more productive as far as finding reliable data to manage our customers. Its ease of use has allowed us to make passwords and configuration more secure. The ability to gain access to data from anywhere has saved time and removed the need to constantly remote in to the office for information.,10,10,10Huge initial outlay leads to huge gains in productivityWe 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, DattoIT Glue - Wonderful Documentation System for Managed IT Service ProvidersIT 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 ManageIT Glue - Excellent place to create documentation that you will have a hard time findingWe 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 ConfluenceHappy but Could be HappierWe 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.,
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IT Glue
29 Ratings
Score 9.0 out of 101
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IT Glue Reviews

IT Glue
29 Ratings
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Score 9.0 out of 101

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Dale Bradford profile photo
August 27, 2019

IT Glue and you!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Web Based Short cut keys: IT Glue has built in to their WebUI short cut keys to allow you to access your data faster
  • Mobile App: With their mobile app, our staff and access needed information about our customer quickly and securely
  • Integrations: They integrate with almost all of our softwares. So getting data in to so easy!
  • Up time: There have been a couple of times in the last month or so, that we couldn't get to our information. I will say the outages are usually brief and followed up with a detailed explanation as to why it happened.
  • Integration Improvements: Though the integrate with alot of our software, some need to be improved, and made two-way.
  • Mobile App: Their mobile app is amazing, however some data is still not available on it.
Read Dale Bradford's full review
Leonard Johnson profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Client Management - We are able to easily select a client or do a search for a particular password on the main page.
  • There is a lot of information you can add for each client: Contacts, documents, domain information, SSL information, and more. It's very well made, so nothing feels confusing.
  • IT Glue integrates very well with other software to make it even better. Being able to use PowerShell and RDP within IT Glue is super useful.
  • The price for each IT Glue user is not that high.
  • Removing KB documents takes some time to learn. This mainly has to do with certain permissions assigned to each user. I wish it was easier to delete documents that are added by mistake.
  • There's a bit of a learning curve before you see why IT Glue is so good. You might feel overwhelmed at first.
  • I hope IT Glue keeps adding more vendors to the list. It would be a shame if something wasn't compatible or could not be imported into IT Glue.
Read Leonard Johnson's full review
Shaun Joubert profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
  • The document import function needs some improvement.
  • The search works well enough but can benefit from some refinement.
Read Shaun Joubert's full review
Derek Schroeder profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Well thought out interface and organization, there is a place for everything.
  • Quick and easy to copy paste, especially for credentials. Secure view of credentials to prevent it from sitting on a screen for too long.
  • Amazing search features allow for quick finding of keywords.
  • Small item, but linking can be a bit better. When a "standard password" is used, for instance, it would be nice to link objects as child and parent so that they follow the parent if it is updated. Right now, you have to make associations and fill passwords with "see parent" but it's not intuitive.
  • Creating configurations are useful and many things build on it. If you do not create the configuration beforehand, you have to open another tab and create the configuration then search for it and link it to the building item (such as a firewall/router item). It would be nice if you could do it all in one pane.
Read Derek Schroeder's full review
Alissa Levanway profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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
Read Alissa Levanway's full review
No photo available
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Integration with RMMs and PSAs.
  • Keeps everything in one place that is easy to search.
  • Security and Authentication.
  • Expensive.
  • It's time-consuming to get all the data entry done.
Read this authenticated review
Jennifer Henney profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
Read Jennifer Henney's full review
Ian Hansen profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
Read Ian Hansen's full review
Wil Buchanan profile photo
Score 5 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
Read Wil Buchanan's full review
Benjamin Kaeding profile photo
Score 6 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
Read Benjamin Kaeding's full review

About IT Glue

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. Additionally, the vendor says by eliminating wasted time, IT Glue gives organizations more time to focus on what matters - growing their business.

IT Glue Features

Has featureFlexible Assets
Has featurePassword Management
Has featureAPI & Documentation Automation
Has featureKnowledge Base & SOPs
Has featureSOC 2 Compliant

IT Glue Screenshots

IT Glue Integrations

Autotask, Zapier, Datto, Slack, SolarWinds Remote Monitoring & Management, Lucidchart, SolarWinds N-central, Jamf Pro, Pulseway, ConnectWise Manage, ConnectWise Automate (formerly LabTech), Kaseya Virtual System Administrator (VSA), Warranty Master

IT Glue Competitors

Pricing

Does not have featureFree Trial Available?No
Does not have featureFree or Freemium Version Available?No
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?Required
EditionPricing DetailsTerms
Basic$19per user
Select$29per user
Enterprise$39per user

IT Glue Support Options

 Paid Version
Phone
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

IT Glue Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android
Supported Countries:North America, EMEA, South Africa, Australia, New Zealand
Supported Languages: English