IT Glue

Essential business tool

Pros:

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

Cons:

Nothing I outright dislike; it does what we need.

Centralized Documentation Solution

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

Pros:

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

Cons:

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

Overall disappointed

Comments: It is regrettable that there is so little competition in this area. Because of this the product is expensive and the service poor. If there were more options we likely would have gone with a different solution. Hopefully there will be other players in the game by the time our agreement is up. Overall, we are disappointed in the value of this product.

Pros:

The main feature of the product is document storage and it does this well. For storing configurations about your client's technology, expiries and passwords, I do give it high marks. The permissions are very granular so you are able to allow many users (and even clients) appropriate access. Whatever information you have for your client, there is a spot to store it. The offer a lot of integrations with RMMs, PSAs and other IT vendors.

Cons:

The granular permissions come at the cost of a learning curve in understanding how the permissions work. IT Glue tries to incorporate a lot of functionality to make it a more useful and all-in-one tool, but much of the functionality is just not good. For example, you can create checklists that can be reused on different sites but it is very basic. We use Process St for checklists and couldn't imagine moving to such an inferior product for a bit of convenience. The password manager is about where other mainstream password managers were 10 years ago. We were embarrassed to offer it to our clients. The website is not aesthetically pleasing and the app has only limited functionality. I have found the customer support to be terrible.

Why should you pick IT Glue over anything else? Is it worth it?

Comments: 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.

Pros:

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.

Cons:

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.

ITGlue Review

Pros:

I like that there are lots of integrations.

Cons:

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