Opened our eyes to how documentation should be
July 09, 2022
Opened our eyes to how documentation should be
Score 6 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with IT Glue
IT Glue is probably the most common documentation platform for Managed IT Service Providers. Primary benefits are keeping your knowledge in one place and within arms reach of the techs who need it most. Easily searchable, quite a few integrations (though not all are created equal). We use it as it was designed and are mostly happy with it.
- Documentation templates
- Associating documents, passwords, contacts etc. to assets
- Import/Export of client data (VERY useful for client onboarding/offboarding)
- Dynamic documentation - Using APIs, you can update your documentation automagically.
- Checklists. A relatively new feature but needs more TLC
- Security. I hate to say it but I have some reservations about their access to my tenant. It has been explained that they require my permission for troubleshooting purposes as part of their procedures. I would be more comfortable knowing they cannot access anything without my unlocking it for them first.
- The current conglomerate that owns it (Kaseya) is rife with mismanagement.
- Password management
- Client Procedures
- Checklists
- Consolidated client documentation
- Reduced unnecessary questions from tier 1 techs
- Provides a clearer picture of the overall status of our clients.
Confluence was really cool but would require a lot of work to reach the same feature-set IT Glue provides off the shelf.
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