All IT Glue Reviews
1-25 of 249 Reviews
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Randal
Information Technology and Services, 2 - 10 employees
Used less than 2 years
OVERALL RATING:
5
Reviewed June 2022
Time is money and because this saves time...it makes us money
Chad
Verified reviewer
Information Technology and Services, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2023
Essential business tool
It does what we need, we are able to keep our documentation processes standardized across our clients and our internal systems.
CONSNothing I outright dislike; it does what we need.
Malith
Information Technology and Services, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2023
Why should you pick IT Glue over anything else? Is it worth it?
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.
PROSI 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.
CONSI 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.
Reason for choosing IT Glue
We received good feedback from other MSPs about IT Glue and good input from White Labeled NOC service providers we used to work with.
Reasons for switching to IT Glue
It was painful to manage assets and maintain a proper documentation structure.
Alan
Verified reviewer
Information Technology and Services, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
1
CUSTOMER SUPPORT
3
FUNCTIONALITY
2
Reviewed May 2023
Why I left the ITGlue family
In the long run, I believe ITGlue was not a good partner for us
PROSIn the beginning, it really forced upon us a culture of creating useful documentation.
CONSITGlue 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.
Mike
Computer & Network Security, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2024
Best IT Doc Mgmt Tool
Very positive and not really anything negative to say. Been using for 6 years in my own business and 10 years total.
PROSI like the integration it provides with Autotask and Datto RMM. Relatively streamlined and simple to locate documentation from multiple areas.
CONSHas a slight learning curve and the end customer MyGlue service also has a learning curve as far as administration goes.
Ivy
Information Technology and Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2023
Powerful without having to retool how you work
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.
PROSBeing 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.
CONSMobile 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.
Reasons for switching to IT Glue
Features-to-cost ratio was better with ITGlue
Victor
Information Technology and Services, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2023
Centralized Documentation Solution
My overall experience with itglue is that it is the best Documentation tool in the market.
PROSITGlue has been our tool for years. I like that There are very little limitation and documentation is easier than ever.
CONSThe 2 things that I do not like are the mobile app and that there is no desktop solution for uploading files etc.
Reason for choosing IT Glue
The other tools could not touch ITGlues documentation tools.
Dale
Information Technology and Services, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2023
All In One IT Management Tool Kit
Use this product 100's of times per day. If information isn't in IT Glue, we add it.
PROSBest feature is ability to compartmentalize items per client yet be able to quickly and easily pull them up.
CONSHaven't been able to find a diffinitave negative at this time.
Reasons for switching to IT Glue
Needed a fully fleshed out product and not something that was more of a 1 page document.
Jamie
Verified reviewer
Computer Software, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2023
A great platform for all your documentation needs
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
CONSSometimes 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
Reasons for switching to IT Glue
More features, integrations and better document management
Mike
Information Technology and Services, 1 employee
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2023
ITGlue Review
I like that there are lots of integrations.
CONSI don't have anything that I don't like about ITGlue.
Reasons for switching to IT Glue
We switched at Kyocera my former employer just over two years ago.
Henry
Media Production, 1 employee
Used monthly for less than 6 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2024
Helpful and Increase Organzation
Managing the IT documents for a small business has been incredibly helpful
CONSStill learning how to use everyday, but customer service has been awesome!
Mike
Information Technology and Services, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
2
CUSTOMER SUPPORT
2
FUNCTIONALITY
4
Reviewed March 2023
look elsewhere
It started off pretty good, but after 2 years there have no real feature improvements and I have had 8 account reps.
PROSThe integration with ConnectWise Manage was nice.
CONSThere 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.
Reasons for switching to IT Glue
IT Glue had more than just password management.
Andy
Information Technology and Services, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2023
Kaseya's IT Glue - using it since 2018
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!
PROSIt'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.
CONSSince 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.
Reason for choosing IT Glue
I researched what other MSPs were using and recommending. IT Glue was by far the most recommended product.
Reasons for switching to IT Glue
I went from being a one-man "IT guy" business to being an MSP with a team. I needed to securely share client info with my staff.
Ar
Information Technology and Services, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
2
FUNCTIONALITY
4
Reviewed July 2023
Good MSP tool
This is a great product and is a very good tool to organize data/knowledge for multiple clients securely
PROSITGlue 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
CONSITGlue 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
Jonas
Information Technology and Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed May 2023
IT Glue
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.
CONSDevelopment 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.
Michael
Information Technology and Services, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed June 2023
IT Glue is the master domain of documentation
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!
CONSThe only thing I can think of is the outages sometimes with no access to the cloud. Need an offline version
Reasons for switching to IT Glue
Ease of use
Jeremey
Information Technology and Services, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2023
Documentation system with tons of integrations
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.
PROSWe 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
CONSIt 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.
Logan
Information Technology and Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2023
Excellent product and it continues to grow!
We have been using all the parts of IT Glue that we can and love it.
PROSThe Documentation and keeping track of password including MFA tokens is great.
CONSThe fact that we cannot have it run on a server inhouse to protect the data.
Reason for choosing IT Glue
Better product
David
Information Technology and Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2023
Game changer
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.
PROSIT 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.
CONSI 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.
Randy
Information Technology and Services, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
FUNCTIONALITY
5
Reviewed June 2021
Easy Use
Over this product is a game changer with the kind of data that we have to track and keep up with.
PROSSoftware 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
CONSSome times the searches are a little slow, but not all the time.
Reasons for switching to IT Glue
Looking for something with better features
Brayden
Information Technology and Services, 2-10 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2023
IT Glue - Putting the IT in "It Just Works!"
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.
PROSThe 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."
CONSI'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?
Nathan
Verified reviewer
11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2018
ITGlue has transformed our ability to accurately document our clients' IT infrastructure.
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.
CONSThere 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.
Steve
Verified reviewer
Information Technology and Services, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed May 2023
Documentation is Essential
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.
PROSBeing 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.
CONSThe 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.
Chris
Information Technology and Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
FUNCTIONALITY
5
Reviewed July 2023
Great Product Overall
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.
CONSExporting 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.
Jessy
Computer & Network Security, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2023
ITG is great!
overall everything is great!
PROSIt's easy for us to keep track of important information from our customers and be transparent with them with the help of MyGlue
CONSI'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
Reasons for switching to IT Glue
this was before i worked for cordicate so i don't know