IT Glue - Excellent place to create documentation that you will have a hard time finding
Wil Buchanan | TrustRadius Reviewer
October 13, 2017

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

Score 5 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with IT Glue

We 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.
  • Positive - Standardized documentation process
  • Negative - we often cannot find documents that would save our technicians and customers time.
ITG was created specifically for IT providers and had the integrations that we need for our PSA tool.
Confluence is an amazing platform and may end up being our next move.
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.