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.

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.

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.

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.

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.

Very positive and not really anything negative to say. Been using for 6 years in my own business and 10 years total.

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

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

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.

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.

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.

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

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

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

Use this product 100's of times per day. If information isn't in IT Glue, we add it.

Best feature is ability to compartmentalize items per client yet be able to quickly and easily pull them up.

Haven't been able to find a diffinitave negative at this time.

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

I like that there are lots of integrations.

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

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

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

It started off pretty good, but after 2 years there have no real feature improvements and I have had 8 account reps.

The integration with ConnectWise Manage was nice.

There is not a way to import passwords in to a subfolder, so if you are importing personal passwords they have to go in the root of a folder and then you have to move them. Moving them is problematic because IT Glue times out if you try to move more than 40 at once.

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’s easy to use and to control - and it will do the stuff we need. User acceptance is high.Integrations make usage pretty simple and enrich manual entered data.

Development could be faster and better balanced between new features and bugfixes/housekeeping.Graphs from Network Glue can’t be enriched or customized. So we still need a third party software to draw network diagrams.Network glue also isn’t aware to display several broadcast domains.

IT glue is the master domain for our documentation and helps with onboarding new technicians quickly and easily. Before IT Glue we used OneNote and it was very cumbersome and not secure. This is a much better solution!

The only thing I can think of is the outages sometimes with no access to the cloud. Need an offline version

Overall we are super happy with the product. Now that we have a better idea of the best way to use it, we can get our team onboard, and everyone will be happy and able to work more efficiently.

We made an intentional push at the end of 2022 to make ITGlue the one truth in our organization. By doing this, we created a naming standard for documents and configurations which is making searching a breeze for our team. We also are using more of the built in integrations which is really helping automate some of the documentation that we need to create

It seems like Kaseya is really just starting to put some more love into ITGlue, so some of the integrations have some challenges and their documentation does not really tell you much on how it all works.

We have been using all the parts of IT Glue that we can and love it.

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.

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.

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.

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.

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

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

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

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.

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."

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?

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.

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.

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.

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.

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.

I love everything from the big features like being able to integrate other products with APIs from simple buttons that help me work quickly and efficiently.

Exporting data and runbooks include archived data and I'd prefer it not sometimes. Would be nice if there was an option, unless there is and I missed it.The search isn't as good as it used to be. I've searched for things within an organzation before and it says no results, yet I can manually go find it.

overall everything is great!

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