IT Glue reviews

Essential business tool

Pluspunten:

It does what we need, we are able to keep our documentation processes standardized across our clients and our internal systems.

Minpunten:

Nothing I outright dislike; it does what we need.

Centralized Documentation Solution

Opmerkingen: My overall experience with itglue is that it is the best Documentation tool in the market.

Pluspunten:

ITGlue has been our tool for years. I like that There are very little limitation and documentation is easier than ever.

Minpunten:

The 2 things that I do not like are the mobile app and that there is no desktop solution for uploading files etc.

Overall disappointed

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Why should you pick IT Glue over anything else? Is it worth it?

Opmerkingen: Apart from the significant pros I have mentioned above, we recently started using IT Glue check lists to eliminate the requirement of painfully maintaining documents especially when we are doing new users/leavers or other work that requires sustaining a checklist.

Pluspunten:

I like how it integrates with almost all of the other systems used by MSPs across the globe, bringing all information into a single space for easy visibility and management.I like how it lets you link flexible assets with each other. For example, if you add an application to ITGlue, you can connect all related documents and configuration items to that specific application. So, when someone looks at it, at a glance they get a picture of what else is linked with it without scratching their head or wasting time to figure out related items.Also, I like how it lets control access to certain information. You can decide who has access to certain information. This is an essential feature in the MSP space when security is a major concern because not everybody needs access to everything.

Minpunten:

I would like to see an improved version of Datto SaaS integration rather than just displaying a summary of the SaaS backups on the landing page for each client.

ITGlue Review

Pluspunten:

I like that there are lots of integrations.

Minpunten:

I don't have anything that I don't like about ITGlue.

Great automation for IT documentation

Pluspunten:

It automates our IT documentation so it is always up to date without work on my part.

Minpunten:

It doesn't integrate with every software or application that we use. More integrations could really improve IT Glue.

Safe storage for all your important passwords

Pluspunten:

Having a safe offsite location that we can all access at different levels of access for all our critical passwords, contact data, disaster recovery planning and more is such a fundamental key part of any IT infrastructure. IT Glue provides exactly that, and does it very well.

Minpunten:

It is not the cheapest solution but its the best for a reason and you'll be glad you used it if the unthinkable happens and you find yourself in disaster recovery scenario

ITGlue set our business up to truly Scale

Opmerkingen: Overall, documentation is the foundation for any MSP and ITGlue is the best way to build that documentation in a way that helps an MSP scale.

Pluspunten:

ITGlue was the first platform we used to centralize our knowledge and build data and documentation in a way that could scale with a growing company.

Minpunten:

Searching in ITGlue requires training and is unintuitive. User permission management has evolved but is still silly.

IT Glue is a great solution to manage documentation, assets and keep track of inventory.

Opmerkingen: With the usage cases mentioned in this review had pretty much no problems, with some exceptions mentioned previously.
Overall an amazing solution that I truly recommend.

Pluspunten:

Documentation, asset and credential management is great, how everything can be linked with each other. Also a great solution to keep track of inventory in your company.

Minpunten:

Documentation migration from previous solutions didn't go as flawlessly originally, some content did not copy over seamlessly, like pictures and attachments.

Great Product

Pluspunten:

ITGlue is a great knowledgebase for our techs to access important information about all our clients.

Minpunten:

Management of tech permissions and access needs an overhaul.

ITglue - a core part of our business

Opmerkingen: My overall experience with IT Glue has been highly positive. As a user, I found the platform to be highly effective in managing and organizing documentation for my organization. The platform offers a comprehensive range of features and tools that enable users to easily create, store, and access critical information.

Pluspunten:

The platform is highly customizable and user-friendly, with a sleek and modern interface that makes navigation and data input simple and intuitive.Another standout feature of IT Glue is its integration capabilities. The platform seamlessly integrates with a wide range of tools and services, making it easy to connect with other applications that are used regularly.

Minpunten:

One of the main concerns I had with IT Glue was its pricing structure. Although the platform offers a comprehensive range of features and tools, it can be quite expensive for smaller organizations, which may not be able to justify the cost.Another challenge I faced was with the search functionality of IT Glue. While the platform does offer a search bar, it was not always accurate, and it could be difficult to locate specific pieces of information or documentation quickly.

Powerful without having to retool how you work

Opmerkingen: Overall very happy with ITGlue after years of using other solutions and fighting them it is nice to have something that works well without having to beat it up.

Pluspunten:

Being able to document on-the-fly with as much or as little detail as available in the moment is the best aspect. Other solutions will yell if you dont give them enough detail on an object when you create it. ITGlue gives you the freedom to document as much or as little as you want, and the ability to organize in a way that makes sense without just leaving you in an unstructured environment.

Minpunten:

Mobile app definitely needs improvement. It's better to just log into the web interface on your phone than it is to use the mobile app.

Overall a great product for documentation

Pluspunten:

Easy to use and train both clients and our agents to use. It also has integrations that work well and rarely have issues once they are implemented.

Minpunten:

Support can be challenging at times. When an issue is discovered a ticket will be escalated but it can be weeks or months sometimes to implement a fix.

Fantastic object to object documentation

Pluspunten:

The key selling point of IT Glue when we came onboard in 2018 was the fact that any object can be linked with any other object. This means that we can have a configuration for a server, with a linked password, a linked knowledge document, a linked flexible asset explaining the SLAs. The fact that all knowledge can be linked to other relevant knowledge without having to search constantly has been a revelation.

Minpunten:

There are certain inflexible things in IT Glue - the core assets have always been this way. One example of something that is more complicated than it needs to be because of legacy code is the Documents area. There is great potential here to have something similar to Sharepoint document storage with links to live documents in Office Online. It's definitely improved since we came onboard but it's not quite there yet. You are unable to delete non-empty folders as an example.

The Glue that holds the team together :)

Opmerkingen: We have managed to combine a central area with clear documentation and asset and password access. Before we were busy fools hunting for information and saving information in lots of different ways. IT Glue has streamlined this providing ease of use and consistency for our day to day operations and helped to support clients quicker and more efficiently.

Pluspunten:

IT Glue is a breeze to implement. The most beneficial aspect of the product is the integrations by far. Being able to sync information and map key aspects of data to both devices and contacts is key for the day to day success of our support. Before using the product technicians would spend too much time on tickets hunting for information. Now all the information they could possibly need is at their fingertips. It really is the Glue that ties these portals together.

Minpunten:

The fact that documents do not have versioning. Users of the documents if edited have no way to roll back a document or see what attributes have ben changed and by which user.

4+ years of use

Opmerkingen: We've got a centralised CMDB now so that's the positive. Ensuring it's up to date is difficult (Cultural issues) and you can end up unearthing bad data elsewhere as part of the adoption.

Pluspunten:

Herding technical people into one repository for configuration information was the ultimate goal, away from Excel and OneNote. Got there in the end but don't under estimate the culture change needed. ITGlue provides the central store for information, pulling in info from various integrations.

Minpunten:

There's some elements that are inflexible. It's easy to create "Flexible Asset Sprawl", especially when trying integrations, Network Detective, Datto RMM, Lionguard, Datto BCR all create their own and it can become quite unwieldy. Also, bear in mind that its "GIGO" so if you've got rubbish in your PSA, it will resurface in ITGlue.

ITG is good for documentation

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

Pluspunten:

Easy to use, wide variety of integration options

Minpunten:

The flexible assets feature for billing could use some improvements.

IT Glue is needed for everyone!

Opmerkingen: Our account manager is awesome and is very responsive with any and all my questions. It has helped us with lost time trying to remember what documentation is where or passwords for that matter. It is a go to spot that our whole team uses . I am very happy with this solution and am at a point we are now going to offer MyGlue to our clients .

Pluspunten:

I like the granularity of permissions, the auditing it has, and how much more productive our team is have one location to go for passwords,how tos, licensing, etc. We especially like the OTPs in the passwords because then we do not have to track down who has what MFA and can get in easily.

Minpunten:

Setting up ITG was somewhat difficult and however once you get the feel for it , it starts to make more sense. once you are using it

Game changer

Opmerkingen: IT Glue has completely changed how we document clients' business environments, the information is easily searchable and at our fingertips so much quicker than previous solutions that we used. Before we'd have to search spreadsheets, notes within a CRM program, or manually review documents (guides, photos, etc.) for updates.

Pluspunten:

IT Glue has completely changed how we document clients' business environments, the information is easily searchable and at our fingertips so much quicker than previous solutions that we used.

Minpunten:

I haven't encountered any negative aspects of the solution. When issues do arise, support is quick to help or make sure that our suggestion is passed on to the development team.

Easy Use

Opmerkingen: Over this product is a game changer with the kind of data that we have to track and keep up with.

Pluspunten:

Software is easy to get around in and find things as long as you take the time to set things up correctly that works for you

Minpunten:

Some times the searches are a little slow, but not all the time.

IT Glue - Putting the IT in "It Just Works!"

Opmerkingen: Phenomenal. The search feature among folders may sound harsh, but that is truly the ONLY gripe I have had with IT Glue. I never heard of it before I started using it, but now I don't think I will be able to work anywhere else without it. It is that important to my daily workflow.

Pluspunten:

The encrypted password storage and the features of this storage are impeccable. Truly couldn't ask for a more efficient and easier-to-user tool that makes my organization's work processes significantly easier to manage. The search functions among tenants and passwords make using this tool necessary, rather than "just another option amongst all the other password storage software."

Minpunten:

I've mentioned it previously in my review, but I will mention it again here. Searching Documents by their name/title - specifically if those documents are within folders for organizational use - is next to impossible. Since the search function is so key to the ease and efficiencies we have found by using this product, the fact that folders complicate this feature has forced us to remove any and all folders. Why spend time paging through folders trying to remember what categorical property we assigned it, when we can use the search bar and narrow the options down to 10 or less options?

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

Pluspunten:

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.

Minpunten:

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.

Documentation is Essential

Opmerkingen: Overall, we've been happy with IT Glue. The service desk use it daily, and it's a product I'd recommend to startup IT companies who need a documentation solution in place.

Pluspunten:

Being able to segment customers' documentation of assets has been extremely useful for all departments within the company. It's helped with our productivity and customer satisfaction to retain the information when/ if requested quickly.

Minpunten:

The ability to sync customer products or the ability to pull them from agreements via 3rd party PSA's doesn't seem to be there. We had to manually create a checklist of what they have and don't have from our stack, but it's not manageable as we continue to grow.

Essential For Security

Opmerkingen: Life working at a MSP is made 10x easier with a product like IT Glue. Gone are the days of keeping passwords on pen and paper. Welcome to the 21st century!

Pluspunten:

IT Glue has made organizing and updating client information an absolute dream. There hasn't been a single day that has passed that I haven't used this to help us manage our client PC's and access the important servers and computers we need to keep track of with the password management IT Glue offers. Can't recommend it enough!

Minpunten:

The sheer amount of features available can feel a little convoluted sometimes. I also think there could be some work done on the UI for navigation, but that's definitely the least of my concerns with this platform.

IT Glue Review

Opmerkingen: Overall, we love the platform and will continue to use this within our organization.

Pluspunten:

My favorites are the revision history, auditing, OTP and related items capability.

Minpunten:

Sometimes the data is slow on loading or refreshing. There have been multiple instances of access errors and outages. Only one major outage in 4 years.