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

Nothing I outright dislike; it does what we need.

IT Glue solves many problems for us daily. It primary use for us is Password and Asset management. Without IT Glue we would have no single place to go when searching for information on our clients, their locations, users, ISPs, telcos, servers, firewalls, etc. IT Glue houses all of the critical information that keeps ours and our client's business running.

IT Glue is an excellent platform that is easy to use and quite customizable. Most importantly, it is fast and reliable. We have experienced very few outages over the years with ITG and with their automated offline backup, we were able to continue operations with minimal impact.

While one of it's strengths, the simplicity of ITG can also be a weakness. I would like to see more controls implemented in user permissions and access. As well, it would be great to be able to toggle certain features on/off completely if they are not used.

In the long run, I believe ITGlue was not a good partner for us

In the beginning, it really forced upon us a culture of creating useful documentation.

ITGlue did help my business with documentation and business practices in the beginning. But, as my company matured, I questioned its value of not being fully enlisted in the Kaseya ecosystem, where most development went toward. Kaseya's business practices became apparent - lots of talk/promises with minimal action. It might be different if I entirely bought into the Kaseya ecosystem, but that was not my experience.However, I am still getting notices concerning items I voted on within the ideas pages with hundreds of upvotes (which many have had for over 5 years) and little to no action taken against these items. Also, in many cases, the ITGlue staffers argue against the use cases people propose, saying that is not how it is done but, at the same time, not offering any feasible workarounds.Additionally, Kaseya's approach, as well as respect toward the community, is severely lacking. Just ask many well-respected security vendors who have spoken up about issues/concerns and the backlash/punishment they have received in return. This is not how the MSP community works.If you are fully committed to the Kaseya ecosystem, this might be a different story; but it's not how I have chosen to do business, and I do not believe they are true partners of mine. Your experience may differ, but the many people I have talked to all share similar stories.

We enjoyed using ITGlue and it fit our structure until it was purchased by another company. Customer service declined from there and billing got complicated and mixed up. Overall a good product.

It was easy to add passwords, and use them without needing to be on the webpage with the widget.

The interface wasn't the easiest to use. Sometimes I needed to click through a few pages to get to my passwords. Easy to get lost if you are just a user.

Since implementation, our staff has become more organized with our password management, knowledge base / document creation, and vendor management. We constantly see techs answer questions to other staff members regarding customer and vendor info with "It's in IT Glue." So long as everyone is onboard with putting the info in the platform, it saves time of having to reach out to specific resources for a peice of information.

My favorite function of IT Glue is the fact that we're able to store many forms of information on the platform, along with consume information from various sources, in-turn saving time in gathering relevant information on our clients and infrastructure.

The organization can be a little much, but I think it's just due to the sheer number of things you can do with the platform. We discover new things with IT Glue frequently, and it sometimes requires a single resource to manage how the platform should be used in the organization, or at least lay down some groundwork and rules for staff to follow so data can be populated effectively.

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.

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.

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.

Flexibility of the product, Run Books and Password handling.

Cannot complain on anything with regards to the software.

IT Glue has been fundamental to improving our documentation within our IT environment, it allows us to standardise our documentation and makes it easy with integrations to provide automated documentation that our service desk can use

Sometimes can be slow to add features as I've seen previously but when features are added a lot of thought has generally been placed in them

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

I have not found anything that i have not liked yet

Managing the IT documents for a small business has been incredibly helpful

Still learning how to use everyday, but customer service has been awesome!

Overall I've been very happy with IT Glue. I was concerned when Kaseya acquired it late in 2018, after I'd only had it for less than 3 months. But it was fine. One really cool feature I learned much later: when another MSP using IT Glue loses a client to us, or we to them, we use a feature called GlueConnect to have/give access to that client's data. We then create our own internal entry and keep the records we want (or all). Oh yeah, and IT Glue's integration with Autotask PSA automatically creates an organization when we create a new account in the PSA. That's handier than you'd think. No more getting in the field and realizing nobody in the team has created the org in IT Glue yet, leaving you to note passwords in your phone til later!

It's feature packed, has lots of integrations, is secure, useful mobile app I use A LOT, the MyGlue add on is great for our clients to essentially have a secure "IT binder" that both of us update and we can share step by step instructions for various processes through the documentation section. There's a lot of features we're not using and I feel I'm barely scratching the surface of what I can do.

Since signing up for the KaseyaOne interface, the mobile app, on Android anyway, is a little bit more painful to log into. It prompts to login with KaseyaOne. If I do so it will open a browser for credentials, then open the web version of IT Glue on my phone, which is clunky on my small screen, cutting off fields in the password section I use most. I have to remember to X out of that KaseyaOne prompt, then click "not now" on the sign in page, which takes me to the original sign in interface of the app where I can use fingerprint or face detection. This boils down to a couple of quick taps before using the app. It's just something I find a little annoying that can be fine tuned by the company.

This is a great product and is a very good tool to organize data/knowledge for multiple clients securely

ITGlue provides all the features to track documentation, processes, environment data, passwords and knowledge for an MSP to manage multiple clients and allow our teams to easily find client data. ITGlue integrates well with our other tools allowing us to sync certain data from other systems to keep some client data up to date automatically

ITGlue has a steep learning curve to understanding the various concepts and best practices that we have to put a lot of time into training staff to understand ITGlue but once you understands ITGlue's way of organizing everything it is very useful and does make process more efficient

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

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

It has been very pleasant to use. We don't document enough yet, but it's not because of ITGlue, it's something we need to work on.

It's simple to use and it helps keep all of our passwords in one easy to access location for all the techs

When the ITGlue servers go down, we are without access to our crucial client passwords.

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

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

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

Overall our experience has been good. The product is mature and the roadmap looks good. The onboarding was not very supportive or thorough, but the support is reasonable if you need it.

The speed of the interface and search is excellent. When creating documents, the different document types are very easy to use once you master the differences. The MyGlue function customers love. Our tech's also really appreciate the integration with our RMM tools.

The search is not quite as 'global' as Kaseya lead you to believe. Quite often documents are not found even when the search word/phrase is in the title and document body. Also, be careful how many integrations you enable. A lot of duplicate and orphaned data ends up getting created.My 2 big wishes are:1. I wish you could create folders in the Help Center in MyGlue. I don't like the Google approach of "search the bucket". Not all users are Millenials/Gen-Z. We grew up with folders and structure in our lives.2. I wish there were a way to template a skeleton setup for a new client

Overall, I am very happy with IT Glue and would recommend it to almost anyone.

I really like how easy and intuitive it is to use. The version history has saved me quite a few times with accidental clicking. The ability to offer it to our clients with a replacement to Last Pass is a huge value added to our services.

The searching in the documents section doesn't search inside of folders which is annoying. Also, the check all and then change permissions is hidden and someone lacking in options. Support is also just so-so. Most of the time they can't reproduce my issue and then kind of drop it.

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.

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 experience has been great. Its perfect to ensure every password have a complex one.

One of the most notable features of ItGlue is its user-friendly interface, which makes it easy for even non-technical users to navigate and use the platform effectively. The platform also offers a robust search functionality, allowing users to quickly find the information they need.ItGlue also includes a range of customization options, allowing users to tailor the platform to their specific needs.

Only con I have is when there is an outage!

Ease of use and access coupled with a great price point when bundling this with BMS and VSA makes this an easy win for all MSP's ranging in size from small to large.

It allows us to have an easy to access central location for all of our documentation, across all of our clients and prospective clients. Staff understand how to pull value from this tool with minimal training.

There are features within IT Glue that are well thought out, but perhaps not applicable specifically to our workflows. It can be a challenge to understand how to use these features in the best way as there's not really a "This is best practice" approach for these items.

We have been a happy user of IT Glue for quite sometime and would recommend it to anyone looking for a centralized docmentation platform.

IT Glue allows us to have a single pane of glass for all of our client documentation needs. It integrates with many 3rd party utilities which automates the documentation process for us which save times and also makes us more efficient.

Only negative is I wish the import documents supported more types instead of having to convert everything during upload

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!

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!

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.

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

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.

Overall it has been positive.

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).