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IT Glue Reviews

37 Ratings
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Score 9.1 out of 100

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Reviews (1-19 of 19)

Russ Taylor | TrustRadius Reviewer
January 18, 2020

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

Russ Taylor
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
  • 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.
Read Russ Taylor's full review
Anonymous | TrustRadius Reviewer
November 25, 2019

Holding all of your IT world together

Verified User
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
  • 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.
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Matthew Ingram | TrustRadius Reviewer
November 19, 2019

IT Glue - Swell and Narly

Matthew Ingram
Score 7 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Organization
  • Passwords
  • Linking to other items
  • Integration with PSA/RMM
  • Sometimes it takes a long time to update flexible asset changes
  • Quickly finding things could be improved or maybe I just need to learn more.
  • Vendor doesn't seem to care much about the small MSPs.
  • Hard to get a call back for an upsell. What's up with that?
Read Matthew Ingram's full review
John Lewis | TrustRadius Reviewer
September 24, 2019

The best documentation platform, hands down.

John Lewis
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Documentation is organized in such a way that multiple users reviewing, editing, and adding is a breeze.
  • Integration with our RMM keeps or configurations up to date with accurate information. Adding non-managed devices is quick, easy, and very helpful.
  • As an MSP that does a lot of hosting, the SSL monitoring is a lifesaver; this has literally saved us countless times from expired SSLs.
  • Passwords management, though not terrible, could definitely be upgraded a bit. I would like to see more customization options added.
  • Settings are a bit clunky to navigate.
Read John Lewis's full review
Dale Bradford | TrustRadius Reviewer
August 27, 2019

IT Glue and you!

Dale Bradford
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
Anonymous | TrustRadius Reviewer
October 10, 2019

IT Glue - Great Documentation Tool

Verified User
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Global search makes it easy to find any documentation across any company.
  • Flexible Assets allow for custom tracking.
  • MyGlue, allows our customers to see documentation we have for their environment.
  • Unable to add custom assets that do not come with IT Glue.
  • Unable to customize certain assets.
  • Domain tracker doesn't check if it is set to auto renew.
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Leonard Johnson | TrustRadius Reviewer
April 11, 2019

IT Glue is easy to use and is a lot of fun to learn

Leonard Johnson
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 | TrustRadius Reviewer
November 27, 2018

KB Management at the next level

Shaun Joubert
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 | TrustRadius Reviewer
November 25, 2018

IT Glue - the essential MSP documentation solution

Derek Schroeder
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
Anonymous | TrustRadius Reviewer
March 11, 2019

Must have IT documentation tool

Verified User
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.
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Alissa Levanway | TrustRadius Reviewer
October 16, 2018

IT Glue - Documentation at its best

Alissa Levanway
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
Jennifer Henney | TrustRadius Reviewer
April 23, 2018

Huge initial outlay leads to huge gains in productivity

Jennifer Henney
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 | TrustRadius Reviewer
February 06, 2018

IT Glue - Wonderful Documentation System for Managed IT Service Providers

Ian Hansen
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 | TrustRadius Reviewer
October 13, 2017

IT Glue - Excellent place to create documentation that you will have a hard time finding

Wil Buchanan
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 | TrustRadius Reviewer
October 12, 2017

Happy but Could be Happier

Benjamin Kaeding
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

IT Glue Scorecard Summary

Likelihood to Recommend (37)
9.1
Usability (6)
8.8
Performance (6)
9.0
Support Rating (6)
8.0

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.

Categories:  Document Generation,  Document Management

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

Datto Autotask PSA, Zapier, Datto, Slack, SolarWinds Remote Monitoring & Management (RMM), 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