IT Glue Erfahrungen

Well thought out, easy to use, and intuitive software. Designed for MSPs and every piece of information for a client fits in a specific location (and relates to others).

Not a lot of ability to customize the documentation containers. Sort of "as is" although it works very well for how it "should" be utilized.

The ability to easily access records for hundreds of endpoints is pivotal to providing dependable, friendly support to our customers!

The search feature for ITGlue is still lacking - the results are often hard to populate in a helpful manner, based on search terms.

The flexible asset system helps you tailor the experience to your individual needs - the default templates were good but being able to easily customize them made them better. The audit log is helpful for seeing changes made in the system and is useful when an employee leaves, so you know what passwords need to be changed. If configured properly, the Chrome extension saves time when logging into various websites. Lots of integrations with PSA/RMM systems.

The company has filled a niche in the MSP market for documentation. They don't have many competitors. As such, they use this as an excuse to price gouge their customers and provide customer service that basically says "if you don't like us, good luck finding another product". They boast how they are constantly "upgrading and adding new features". What they fail to say is these new features are only added to their most expensive subscription plan (Enterprise) - which for smaller companies is completely overkill. The most requested feature for the last 5 years, Runbooks, was finally added and made Enterprise level only. This is the only way to neatly export your companies data out of their system in an easy to read and organized format - feels like a hostage situation to me. They like to pretend like the Basic/Select plans don't exist, and even went as far as trying to trick me into signing up through a link that was configured to Enterprise subscription when I specifically stated I was only interested in Basic. The "onboarding fee" is just a money grab. I did not feel I got my "money worth" when onboarding - they just sent me some youtube videos to watch. We use the software at our company because we needed the service it provided, which it does well. But as for the company itself, I am less than pleased. If there were better options, I probably would have chosen differently.

The integration with 3rd party solutions, along with Kaseya's massive product stack. The easy to use UI, making it even easier and less daunting when it comes to documenting our customer's IT setup.

Even though it's easy to use, I think it could be even more user friendly when it comes to access permissions both for ITGlue and MyGlue.

It is the most feature rich Documentation/Password Manger on the market, That is very mature in the market and heavily used by MSP's

The Password manager is lacking allot of features we reacquire for control/Management. There no integration really to share the passwords with other software. The encryption and security of the SaaS offering is higher risk then I would like due to the use of a single encryption key for encrypting all data, this also give IT glue employees ability to access customers data.

Feature set is solid, integrations are solid.Well organized and easy to import/export from other service providers or to alternate software.I don't feel locked in but the price and quality keeps me here.

Owned by KaseyaThird party integration development has slowed a bit post acquisition

Ease of access from any device, anywhere - including mobile apps

There were some growing pains when it was acquired by Kaseya.

Searchable, organized and secure - ITGlue allows our team to maximize their knowledge and keep our clients happy.

Unexpected downtime. Otherwise duplicate management would be helpful.

ITGlue allows us to keep track of information about our internal and customer systems with ease. This increases productivity by having information at your fingertips.

I do not have any complaints about IT Glue currently. It works great.

Knowledge baseFlexible assets relating to each other.

Site can be slow especially when opening and copying passwords.

Easy to use and train both clients and our agents to use. It also has integrations that work well and rarely have issues once they are implemented.

Support can be challenging at times. When an issue is discovered a ticket will be escalated but it can be weeks or months sometimes to implement a fix.

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.

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.

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.

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.

ITGlue is a great product for control of your documents, password, and network devices.Everything our Help Desk need in one location

Network glue the agent has been buggy for us

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

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).

It's accessible from anywhere.
Password and information are secure.
It has the option to copy passwords without actually viewing them (eg if you're in the public and don't want to reveal your password).
It can be integrated with other apps such as O365 (useful for linking user information, see how many unused licenses there are etc).

The only thing I'd like to see is the ability to set a pop up notification or reminder. You can set tasks but you have to go in to view them, there isn't an option to set reminder notifications / pop ups as yet.

IT Glue is the best in the market, when it comes to document management, password management or if you just want to keep the asset record, there are many features available such as integration with the Microsoft 365 and Active Directory etc...

The syncing process across the platform takes a bit of time.