IT Glue Reviews

Well thought out, easy to use, and intuitive software. Designed for MSPs and every piece of information for a client fits in a specific location (and relates to others).

Not a lot of ability to customize the documentation containers. Sort of "as is" although it works very well for how it "should" be utilized.

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

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.

The flexible asset system helps you tailor the experience to your individual needs - the default templates were good but being able to easily customize them made them better. The audit log is helpful for seeing changes made in the system and is useful when an employee leaves, so you know what passwords need to be changed. If configured properly, the Chrome extension saves time when logging into various websites. Lots of integrations with PSA/RMM systems.

The company has filled a niche in the MSP market for documentation. They don't have many competitors. As such, they use this as an excuse to price gouge their customers and provide customer service that basically says "if you don't like us, good luck finding another product". They boast how they are constantly "upgrading and adding new features". What they fail to say is these new features are only added to their most expensive subscription plan (Enterprise) - which for smaller companies is completely overkill. The most requested feature for the last 5 years, Runbooks, was finally added and made Enterprise level only. This is the only way to neatly export your companies data out of their system in an easy to read and organized format - feels like a hostage situation to me. They like to pretend like the Basic/Select plans don't exist, and even went as far as trying to trick me into signing up through a link that was configured to Enterprise subscription when I specifically stated I was only interested in Basic. The "onboarding fee" is just a money grab. I did not feel I got my "money worth" when onboarding - they just sent me some youtube videos to watch. We use the software at our company because we needed the service it provided, which it does well. But as for the company itself, I am less than pleased. If there were better options, I probably would have chosen differently.

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.

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.

Easy to use and customize. Very intuitive.

Support has been poor since the Kaseya acquisition. Some long standing missing basic features (batch updates for certain items and default record permissions). Inconsistent search functionality (depending on where/how you search) causes a ton of confusion (specifically search not looking through sub folders in certain circumstances).

It is the most feature rich Documentation/Password Manger on the market, That is very mature in the market and heavily used by MSP's

The Password manager is lacking allot of features we reacquire for control/Management. There no integration really to share the passwords with other software. The encryption and security of the SaaS offering is higher risk then I would like due to the use of a single encryption key for encrypting all data, this also give IT glue employees ability to access customers data.

IT Glue is straightforward with how you store passwords and documents. It makes it easy to find all your stored information and resolve issues quickly.

The IT mobile app needs to be improved. It lacks a lot of needed features.

The most streamlined and user friendly IT knowledgebase out there

Glad to see that Offline ITGlue is on the way. Biggest shortcoming was being able to access the information while traveling/onsite with limited connectivity

This platform is amazing, we use it for all of our documentation management and it works great for all of our needs

No negative comments from me about ITGlue, always adding new features to make our lives easier

I.T Glue allows us to import and create S.O.P.s for the company in one place, allowing us to onboard new employees quickly.

Managing all the data can get disorganized and hard to find.

Flexibility of the product, Run Books and Password handling.

Cannot complain on anything with regards to the software.

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.

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.

Easy to use, wide variety of integration options

The flexible assets feature for billing could use some improvements.

The Documentation and keeping track of password including MFA tokens is great.

The fact that we cannot have it run on a server inhouse to protect the data.

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.

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.

ITGlue is a great product for control of your documents, password, and network devices.Everything our Help Desk need in one location

Network glue the agent has been buggy for us

It's easy for us to keep track of important information from our customers and be transparent with them with the help of MyGlue

I'ts not easy for engineers on site to take notes. It takes time for them to have to build out the documents. They're still using onenote for this purpose so we are missing a lot of information

Access to credentials is easy and painless. The RunBook export was really amazing and well laid out. It made us look very professional.

The Mobile App is not very user friendly. It also does not show all information of the full product, but good when in a jam.

IT Glue lets us keep all of our customer information in one place. A digital file cabinet detailing every bit of information you would need to know to service the customer. One feature we started using recently is the Vault where we can encrypt and decrypt with a user-specific passphrase. This adds another layer of security on passwords that are sensitive.

There are not many downsides to IT Glue. I would like better end-user training that is specific to a technician and one specifically to an administrator.

I love the organization that is setup with this software. All of my passwords, switch configurations, static ip addresses, vendor contacts, KB articles, etc. in one place!

My company is considering other products because this is on the pricier side and we are up for renewal.

This product allows us to sync our existing documentation day 1, so that as we moved documentation over into their recommended location, we still had access to our existing documentation in the same place (through configs). This made it extremely easy to switch over to them. Once we did switch it has becomes a staple product we use daily to document all of our customer and internal documentation.

Reporting options were severely limited.

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.

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

We especially like the linking between assets. We can link passwords, hardware, logins, lans, configurations, documents.... The flexibility of the system is awesome.

I think this software is great. THere really isnt a whole lot that I do not like about it. Our biggest problem is people not entering information properly or not updating when they need to. Can't blame the software on that. It was easy to customize it to our processes and we were entering information in matter of hours.

I am a one man MSP. Keeping client information handy and secure is a major priority for me. IT Glue allows me to quickly access client info and add or make changes easily. Being able to do a global search is a million times better than the spread sheet model I started with.

I have nothing negative to say about this product.

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.

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.