IT Glue

Pros

As a day-to-day user of ITGlue, in both using existing Data and documenting new data, I find it easy to work with ITGlue.

I also like their efforts in merging AI capabilities to make it interesting and less and less painful to manage.

I have been using Datto SaaS integration and I am happy to see they have made improvements to it and now we can see more information than before. This means they are heading in the right direction and listening to feedback.

Also, I highly appreciate them bringing in Secure Credential Sharing into ITGlue, which is a must for MSPs. Now we can stop depending on third-party solutions and share credentials with peace of mind.

Cons

I believe NetworkGlue is a feature that should be built into standard ITGlue, instead of selling it separately. Again, this is just my idea.

Pros

The integrations with other platforms and systems, is the greatest strength and benefit on augmenting data with core systems in information. It really assists with automating a large portion of information and processes we have in place for our customers, and the services we provide. With these integrations we are able to automate many tasks and processes that would take quite a bit of manual labor otherwise, by providing a secure, streamline, automated solution to keep our team nimble and flexible for our customers; giving us the ability to work on more than one problem or issue simutaneously. The time to click to get the answer is a game changer and lifesaver bar none.

Cons

Ability to setup MyGlue Structure and management for Customer Users. Another Con and wish, is the ability to synch with more than one PSA simultaneosly. The ability to do more automapping to exising configs for a new integration or new system that is added with integrations instead of having to make a manual mapping of a config for a customer whent the information already exists. Insted map paired configs that have the matching information and any that are not matched and fail mapped provide a list those items instead of being tasked with mapping things manually each time a new integration that requires mapping and matching to an existing config.

Alternatives Considered

Reasons for Switching to IT Glue

Pros

The initial demonstration which showed automated field population from ticket systems and Microsoft

Cons

Extra add-ons to make anything work. Poor support. Constant upselling more of their products

Alternatives Considered

Reasons for Choosing IT Glue

Switched From

Reasons for Switching to IT Glue

Pros

The ability to sync with our PSA as well as other software in our technology stack has saved time by reducing data entry as well as reduced user error, thus saving us time.

Cons

Would like a way to sync IT Glue to a SharePoint library. Although this would be a difficult task considering permissions, we would even consider starting a new SharePoint library just for this feature, which will allow us to have our customer documents synced to a subsequent library in SharePoint, which our team typically produces documents from in the first place.

Pros

I love how it integrates with Quickpass and Autotask and how we can have third-party support and Clients access information we want them to access.

Cons

creating groups and utilizing them to assign specific access can cause issues.
when adding vendor information, some of the required information is not recorded and causes errors when trying to save the vendor.

Pros

It's got most of the features we need, good integrations, and very good role-based security.

Cons

It lacks document tagging, and the rich text controls seem to have two different/conflicting settings for headings with regard to how they show up when used (i.e., different HTML style headings whether you're using the control at the top of the section, or the one that appears when you select text).

Alternatives Considered

Reasons for Switching to IT Glue

Pros

The layout and the ease of use. The system layout helps keep un organized users organized and organized user a platform to be creative how the would like to have their information organized. The sky is the limit.

Cons

The price is a little steep for added users, It is a solid platform for documentation.

Pros

Wiki-like experience with integrations to other SaaS applications.

Cons

Price, it is more expensive than other alternitives.

Pros

the ease of use with IT Glue is one of my favourite things. It is so easy to add and organise data relating to clients and also it is easy to link different information together in a logical way so that everything is really easy to find.

Cons

if I had to say something i dont like it would be the price just because money is always a big consideration in business. However, I would say that the value provided by IT Glue makes it well worth the price.

Pros

professional CRM option helps my day by day tasks in the IT field.

Cons

not really having a bad comment, it pretty straight forward and easy to use.

Pros

Separate but related pieces of information can be linked making it simpler to gain an overall understanding of how a system is set up.

Cons

No real downsides come to mind but then I am not looking for a reason not to like or use it.

Pros

Perfect integration with DattoRMM and the global search works.

Cons

The browser plugin: It sometimes doesn't show the password although the URL is exactly the same and when you look up the password you have to search it two or three (when you need OTP) times.

Pros

We love how it stores all documentation and user/device credentials, but mostly how it integrates with all other Kaseya/Datto products in K365.

Cons

The integration with AutoTask doesn't include contacts.

Pros

- All the info for an organization is in one place
- Easy to train up new team members and make them seem like level 1.5 or 2 right out the gate
- Easy to find where to add new data
- Accessible from anywhere
- Integrations

Cons

- Outages take our entire business offline due to the passwords being locked up. Happily, they are rare.
- Kaseya support is frequently unhelpful and difficult. Fortunately, this tool is pretty self-explanatory and requires little support.

Pros

What I liked most about IT Glue is its ability to centralize documentation, making it easy to access and manage critical information in one place. Its relationship mapping feature stands out, offering a clear view of how different assets and systems are interconnected. The secure password management system is another key benefit, ensuring sensitive information is stored safely. IT Glue’s seamless integration with PSA and RMM tools enhances workflow efficiency, saving time by streamlining processes. Additionally, the platform's version control and audit logs provide valuable accountability and traceability, making it a powerful tool for IT teams.

Cons

If I had to put down a con I guess it would be there is a slight learning curve on the administration side.

Pros

The ability to save everything that IT uses, for all users, so nothing gets lost and it's secure.

Cons

Some of the categories could be improved, but they are always updating it.

Pros

Brings all the critical info together into intuitive and easy-to-use screen.
Easy to setup users.
Integrates well with the suite of products.

Cons

Little bit tricky to configure the customers into groups when they require higher authorisation of staff accessing the information.
MyGlue pricing is quite high.

Pros

Its a straightforward interface, easy to navigate and update. Every aspects can be secured and shared with only those who need access.

Cons

Support is OK, could be better in terms of knowledge and speed of resolutions

Pros

Very good and useful documentation software. Very complete

Cons

I actually like everything from ITGlue I have cons. Can be easily integrated with other Kaseya programs and has many ways to implement it to your business.

Pros

The integrations with other tools and documentaiton

Cons

The amount of time it took to import our data from SharePoint

Pros

I like the integration it provides with Autotask and Datto RMM. Relatively streamlined and simple to locate documentation from multiple areas.

Cons

Has a slight learning curve and the end customer MyGlue service also has a learning curve as far as administration goes.

Pros

Ease of use and ability to share information inside our team

Cons

sometimes browser based usage might be bit laggy

Pros

Keeps, Serial numbers, and Mac addresses of all your devices that you have deployed.
That is has special features like, equipment password keeper, and one time pass code to view those passwords

Cons

I have not found anything that i have not liked yet

Pros

IT Glue was easy to set up overall, the most time we spent was entering existing data. My team liked the functionality and how items could be linked to eliminate searching around for documents and then credentials, etc.

Cons

Feature-wise, I think IT Glue is great. Unfortunately, our account reps change constantly and seem to be most interested in upselling or cross-selling over promoting new features.

Pros

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.

Cons

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