TrustRadius
IT Glue and you!
https://www.trustradius.com/document-managementIT GlueUnspecified932101
Dale Bradford profile photo
Updated August 27, 2019

IT Glue and you!

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with IT Glue

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.
  • 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
This is no joke, when demoed IT Glue at a convention, and then set a call for the rest of the team to look at it, and it was so intuitive and easy to access data, that we signed, without looking at other software.. Prior to ITGlue all data was in our RMM software.
Other than a few access outages, ITGlue is always up and available to us. Their ability to export Playbook, that contain our customers data, and securely send those over to them is amazing and are produced pretty fast. We have IT Glue linked with several other services and software and we have not found that it slows anything down.
Its interface is super simple, and easy to learn. Their search functionality it very nice, and allows us to access data with very few "clicks" of the mouse.
They have a lot of integrations, however the steps to get the data flowing can be time consuming. But once linked to the software it runs without any issues, and the time up front will save staff a lot of time going forward.
We love this software because it makes collecting and maintaining the data really easy. It also allows for us to give our customers access to their data. No more calls asking about their wireless passcode, to license keys, though we are here to help, IT Glue helps our customers be a little more self sufficient.