IT Glue Reviews

ITGlue has transformed our ability to accurately document our clients' IT infrastructure.

Pros:

The ability to tag different items and configurations within ITGlue allows us to document all of the impacted components in an IT system. For example, we can document the virtualization environment for a client by tagging the physical hypervisors, the virtualization license, the VMs that are hosted on the hypervisors, the credentials used to access the hypervisors and the virtualization environment, etc. This has greatly reduced the time needed to support our clients. I also like the integrations with ConnectWise and Kaseya.

Cons:

There isn't much that I can say about ITGlue that is negative. I would like the ability to export a runbook for a client into PDF. I know they are working on this feature but it isn't available yet.

The flagship IT Documentation software

Comments: Glue is instrumental in our department's success. It replaced a lot of chaotic password management and has given us a lot of peace of mind to handle disaster recovery and day to day management. We are very happy with it and will likely continue using it for many years.

Pros:

IT glue gives you a flexible way to manage your IT documentation. While some edge scenarios can be cumbersome, the fact is that it is the only platform we have tried (short of a fully customized Sharepoint setup) that is completely flexible to let us build the assets the way we want to without railroading us.

Cons:

I feel like the pace of development has slowed significantly since the Kaseya acquisition and the focus is now on upselling other Kaseya products that we have no use for. However, new features are still coming out. I would also like to see an alternative way to handle asset management besides 'Configurations' or having to run a secondary PSA just to handle ITAM.

Alternatives Considered: Microsoft SharePoint and Zoho Wiki

Reasons for Switching to IT Glue: IT glue struck the right balance between having to configure everything ourselves and having enough 'out of the box' components to get us started right away. SSO integration with Okta is also a huge benefit.

Overall disappointed

Comments: It is regrettable that there is so little competition in this area. Because of this the product is expensive and the service poor. If there were more options we likely would have gone with a different solution. Hopefully there will be other players in the game by the time our agreement is up. Overall, we are disappointed in the value of this product.

Pros:

The main feature of the product is document storage and it does this well. For storing configurations about your client's technology, expiries and passwords, I do give it high marks. The permissions are very granular so you are able to allow many users (and even clients) appropriate access. Whatever information you have for your client, there is a spot to store it. The offer a lot of integrations with RMMs, PSAs and other IT vendors.

Cons:

The granular permissions come at the cost of a learning curve in understanding how the permissions work. IT Glue tries to incorporate a lot of functionality to make it a more useful and all-in-one tool, but much of the functionality is just not good. For example, you can create checklists that can be reused on different sites but it is very basic. We use Process St for checklists and couldn't imagine moving to such an inferior product for a bit of convenience. The password manager is about where other mainstream password managers were 10 years ago. We were embarrassed to offer it to our clients. The website is not aesthetically pleasing and the app has only limited functionality. I have found the customer support to be terrible.

ITG is good for documentation

Comments: So far we're pleased with ITG. No major complaints after almost 3 years.

Pros:

Easy to use, wide variety of integration options

Cons:

The flexible assets feature for billing could use some improvements.

Alternatives Considered: Salesforce Sales Cloud

Switched From: ConnectWise Control

Review of ITGlue from Drew

Comments: It has been a good experience, support (when needed) has been responsive, and deployment wasn't difficult

Pros:

It is fairly easy to manage, was easy to set up, and allows for centralization of our client data

Cons:

We are happy with the software and have no CONS at this time

Alternatives Considered: Passportal

Reasons for Choosing IT Glue: Ease of access and management

Switched From: Microsoft SharePoint

Reasons for Switching to IT Glue: Price, functionality, ease of access

IT Glue is a solid and easy-to-use IT Documentation Platform

Pros:

The best thing about IT Glue is how easy it is to add, organize and customize documentation. Being able to create custom flexible assets using the software is also extremely easy and allows us to create meaningful data that is customized to a particular business process or role.

Cons:

One thing that can sometimes be annoying is when trying to attach files to documents or other assets and having the 100 MB file limit cap. Having a higher file limit cap would make the product more useful for attaching files needed for installation to an SOP or Application flexible asset, for example.

Overall a solid product useful for keeping everyone on the same page

Pros:

IT Glue is really useful for keeping the entire IT team on the same page. It often serves as a single point of truth for a lot of internal and external documents and processes. We use it for our own data as well as client data. We reference IT Glue on a daily basis across the organization. The phrase "let me check IT Glue" is frequently uttered.

Cons:

Their customer service could stand to be a little more consistent. Sometimes it can be hit or miss depending on what rep you are routed to. For the most part, our issues are solved in a timely manner. From time to time we experience outages, which can be frustrating, but we have our most important items located in other accessible locations.

Review of Glue

Comments: I have been using ITGlue for a few years now and have grown to love it! One you get the hang of the user interface, it becomes second hand nature. Anything and everything important goes into ITGlue!

Pros:

This web based platform is a one stop shop for all of our critical client information. If we need to know something about one of our clients, it always ends up in itglue! I personally love how everything is organized into clients and categories so I can easily find exactly what I'm looking for!

Cons:

The one thing I think could use improvement would be uptime. I will rarely see that ItGlue will become non accessible due to issues or maintenance . This doesn't happen very often but causes a big impact when it does.

ITGlue has helped us organize and consolidate our critical documentation

Comments: Onboarding and Offboarding Users

Pros:

We are not an MSP, but IT Glue has provided us with a central repository of our critical documentation for systems and software. The customization of flexible assets is just what we needed to consolidate different information from many different sources. We use custom checklists for onboarding and offboarding our users and the ability to relate information is very useful. The audit logs are a big help to keep us on track, We love the product and highly recommend it to our partners.

Cons:

There are no dislikes about the product.

We have cycled through many applications throughout the years, but not for our documentation!

Pros:

The flexible assets and related items have benefitted the company I work for throughout the years. The many integration options are great, too. We have cycled through many applications throughout the years, but not for our documentation! It serves its purpose well - why change?

Cons:

One downside we have noticed is that the global search sometimes does not function as expected. It has often not found a child folder in the folder hierarchy when searching by keyword when the word is in the document's title. Additionally, I would love to see a more robust integration between ConnectWise Manage and IT Glue, where the knowledge base in Manage syncs with IT Glue Documents. This is not so much a downside as it is a wishlist item.

IT Glue, a great product

Comments: Software product is amazing, the people that we deal with are amazing.
We cannot say the same with regards to the subscription/billing system, whilst claiming to be a Cloud Product, with Cloud Flexibility, Billing flexibility after the changing from IT Glue to Kaseya is a very bad experience.

Pros:

Flexibility of the product, Run Books and Password handling.

Cons:

Cannot complain on anything with regards to the software.

Alternatives Considered: ITBoost

Reasons for Choosing IT Glue: The product delivers what it states in an easy manner and very easy to learn.

Reasons for Switching to IT Glue: 3 years ago, when we decided to go for the product, IT Glue had a better interface, more functionality and delivered better reports for customers. Today IT Boost, in my opinion, is at par with IT Glue.

The best on the market but could still use improvement

Comments: does the core requirements very well, but could use some QOL improvements. Please start implementing the customer wish list

Pros:

the best thought out adaptation at linking documentation together. An amazing tool for smaller environments.

Cons:

Definitely some growing pains for large environments. The ability to bulk update items is nearly non-existent without utilizing the api to script changes. The API is also missing some key features to allow automation around setting expiration dates for items

Alternatives Considered: Passportal

Reasons for Switching to IT Glue: better csv import and a step ahead all around

This software launched our company into an age of Better documentation

Pros:

What this really has going for it is the ability to link items, a SOP can be linked to other procedures and documents allowing you to hand off documentation and have all the related materials linked to the one Item. I also like that their team does not seem to be resting on the product as it is, there are continual improvements and exciting things roadmapped for the future.

Cons:

The platform lacks the ability to archive passwords that are no longer in play for former employees and the like. This has been on the community wishlist for quite some time with no indication of when or if it will be released. Another gripe is that core things in the software change FREQUENTLY without any prior warning explanation. Some of the changes have left me scratching my head as to what possible benefit or reason there is to changing things? So I find myself relearning certain aspects of how to use the software which can be particularly frustrating when trying to get through a work day.

Great Product to Help Centralize Documentation

Comments: Overall, I have been very happy with the product. It has allowed our team to become noticeably more efficient as all documentation is now stored in a centralized location.

Pros:

IT Glue allowed out company to centralized storage of client documentation that used to be spread across multiple locations. We have seen a boost in efficiency because of the product.

Cons:

With so many options for storing documentation, it can sometimes be difficult to quickly find the information you need. After a small learning curve, this is easily overcome.

Well worth the investment

Comments: It allows us to be a more effective MSP by allowing everyone from our techs to our engineers to update documention while also having a revision history as well.

Pros:

It allows us to tie documents and configurations and services from multiple sources into a single pane of glass to search all our client base

Cons:

There are some hassles with once you make or change a field and then someone uses it you cant change or edit it later because that field now in use and no easy way of finding the offending records.

The single best platform that our MSP has invested in. Easy to use, setup, and get going.

Pros:

IT Glue has helped us centralize ALL the information for all clients that resided on our technicians heads. Not only does it store passwords wonderfully, but it helps create a "story" for each customer by allowing us to embed passwords, documentation, configurations and everything else to every entry. Has revolutionized how our MSP handles documentation. Thank you IT Glue.

Cons:

Not much. The apps needs a little work since I have to log in almost every time and touch ID is hit or miss.

Great Product for Documenting clients and internal processes

Comments: Innovation and addition of new features is slower than i've expected. But i know their growth has been exponential in the past 2 years.

Pros:

Solid, functional UX. Helps us do what needs to be done documenting our clients IT infrastructure. Definitely the most complete and user-friendly product on the market for this.

Cons:

Support is email-based only. Long turn-around time to get support responses. Had the product for 18 months and haven't talked to a live person since the onboarding. In fairness, i've only needed to contact support on a handful of occasions since then, but that may be only because its so cumbersome to do so.

Solid Documentation Platform, Always Delivers

Comments: Overall it's an extremely solid platform to work in. Support has been great when needed. Once it has been set up, its very easy to navigate and work in.

Pros:

I like the integrations with different PSA tools and the ability to build SOPs within the application itself.

Cons:

The price is a little spendy, but it's worth it for what it provides. There is a slight learning curve when setting up new customers and getting the integrations to work.

Highly rated for documentation

Pros:

We've been using IT Glue for sometime now and we enjoy the simplicity and multifunctional assets that this brings to our company. We use IT Glue daily for documentation and to keep up with our daily business practices.

Cons:

If IT Glue could improve on one area it would be the integrations with more RMM services. With real time input of data that is collected from the RMM services.

IT Glue Captures all of our Documentation and Keeps it Secure

Comments: The biggest benefit is the mobility of IT Glue. Having the ability to access critical documentation from anywhere is crucial for our organization.

Pros:

The best part of IT Glue is having the pre-build forms and integrated 'build-as-you-go' documents for users who are not very documentation oriented.

Cons:

One feature we would like to see is 'live' documents. Dynamic content and documentation keeps real time documentation fluid with our clients changes and projects.

My techs no longer have to hunt for information and then worry it is outdated

Pros:

IT Glue's documentation platform is second to none for us. It has made it easy to put in the procedure guides our techs need every day, and it has made it easy to keep track of client's assets. One of the biggest things has been the integrations with our other platforms, and those have been massively helpful as it has saved us countless hours.

Cons:

A little on the pricey side, but nothing that I've ever felt ripped off by. It definitely requires you to think through how you want to structure everything BEFORE you start putting it in (learned that the hard way).

Best Place to Organize your clients!

Comments: Secure passwords, domains, email use, vendors, documents, there is just so much you can add and do on this site.

Pros:

Every single thing, it is absolutely amazing and easy to use. If you have a lot of clients you can add them by business and add details for them

Cons:

Sometimes its a little slow to load pages but other than that i have no complains on using this site.

IT Glue - Changed how our MSP did business

Comments: We have had a great experience overall, this has allowed us to scale our business and onboard new customers with ease!

Pros:

Introducing ITGlue into our MSP changes how we manage our customers, as well as how much faster we can service them. Now we dont waste time finding info, asking around or relearning things that are already documented.

Cons:

Some of the integrations with our vendor products and API's are not perfect, but that is not ITGlues fault!

works well and integrates with many items

Comments: beyond searching, the integrations with different system makes documenting many things easy

Pros:

it works very well, rarely any down time, can also share with clients limited permissions

Cons:

searching via search sucks, when putting items inside folders it makes things hard to find

IT Guru

Pros:

IT Glue is basically a SaaS based documentation application. I help you Mage and keep track of your SOPs, SLAs and other documentiaon and can be integrated with so many MSPs. It Can also be used to keep record of your inventory and assets. The best thing about this tool is you can create a documents, items or assets and link all of them together, so it makes it super easy to find the relevan infomation without searching and digging into stack of files. If there is a repetative information than you can link one item on multiple places that help avoid recreating or repeating the informaiton. It also has its password manager where you can store password and share with you team. You can also grant different permissions to different user based on their roles and responsibilities

Cons:

Per user license and Enterprise version is very costly