TrustRadius
IT Glue - Wonderful Documentation System for Managed IT Service Providers
https://www.trustradius.com/document-managementIT GlueUnspecified928101
Ian Hansen profile photo
Updated February 06, 2018

IT Glue - Wonderful Documentation System for Managed IT Service Providers

Score 9 out of 101
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Overall Satisfaction with IT Glue

IT 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.
  • 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.
We chose IT Glue particularly because it's tailored to IT documentation. As a managed IT service provider, it's perfectly in line with what we were looking for. The flexibility and tagging in particular were the kind of features we were looking for. Confluence is very good, and can be used for a number of things, not just IT documentation, but IT Glue shines for that.
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.