IT Glue Erfahrungen

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

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.

I generally like the overall ease of use of IT Glue. I like also that I can open several customers in different browser tabs so as to effectively work on several devices at one time. I copy/paste passwords from IT Glue a lot because I'm running updates on servers/devices at night on weekends and, unlike PassPortal, i can open multiple customers and still copy/paste the correct passwords where needed. the other product would mix passwords, etc. Searching documentation is also a breeze in IT Glue.

One thing I liked about PassPortal (our previous tool) was that we'd implemented a password plugin into ConnectWise ScreenConnect. I know IT Glue offers something along those lines but my company has yet to implement it. Not really a negative for IT Glue - more my company.

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

The integration of passwords/documentation into Autotask.

Manually importing our passwords or having to create csv. files manually to import.

I love that all of my assets are stored in one convenient place!

I do not like some of the templates they have to start you on your IT Glue journey.

Makes life easier to perform daily tasks

So far there is nothing that is standing out

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.

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.

Herding technical people into one repository for configuration information was the ultimate goal, away from Excel and OneNote. Got there in the end but don't under estimate the culture change needed. ITGlue provides the central store for information, pulling in info from various integrations.

There's some elements that are inflexible. It's easy to create "Flexible Asset Sprawl", especially when trying integrations, Network Detective, Datto RMM, Lionguard, Datto BCR all create their own and it can become quite unwieldy. Also, bear in mind that its "GIGO" so if you've got rubbish in your PSA, it will resurface in ITGlue.

Easy to use, wide variety of integration options

The flexible assets feature for billing could use some improvements.

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.

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.

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.

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.

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.

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).