Holding all of your IT world together
November 25, 2019

Holding all of your IT world together

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with IT Glue

We use IT glue in our tech services department. We are using it to store config info and passwords as well as any help docs we create. We are using IT Glue to replace all of our old spreadsheets and Word documents/one note that contained most of this information. We have also integrated IT Glue with Connectwise, Meraki and Datto to make sure all config into is captured for our customers

Pros

  • 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.

Cons

  • 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.
  • Engineers have been more productive as they do not need to waste time looking for the info they need. It is easily accessible to anyone that needs it.
Before IT Glue, we were using office Word documents, spreadsheets, and OneNote for storing client documentation - it was a mess. Since moving to IT Glue all of our documentation is in one place, more organized and easily accessible. The initial input of information was long and tedious, and took a lot of time. But as we add new clients, the process is becoming easier.
I do not have a lot of experience working with support. When we initially set up IT Glue, we had several training calls and that entire experience was great. We were able to learn a lot and get some guidance if we had questions during the first few months. After that, we have not had much need to contact support - so I guess that is an even better thing.

Do you think IT Glue delivers good value for the price?

Yes

Are you happy with IT Glue's feature set?

Yes

Did IT Glue live up to sales and marketing promises?

Yes

Did implementation of IT Glue go as expected?

Yes

Would you buy IT Glue again?

Yes

When we onboard customers, only one member of the team is involved. This team member will be the only one to touch each machine and gather all info and documentation from the customer. Without IT Glue we would have nowhere to put that documentation, and other engineers would be asking for this information all the time. When we put the information in IT Glue it is accessible to everyone, and if it is not in IT Glue, then it does not exist.

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