IT Glue

IT Glue


5 / 5
33 reviews

Who Uses This Software?

IT Glue is designed for IT professionals. We focus on the managed service provider (MSP) market.


Average Ratings

33 Reviews

  • 5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Demo
    Yes
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Business Hours

Vendor Details

  • IT Glue
  • www.itglue.com/
  • Founded 2013
  • Canada

About IT Glue

MSPs swear by IT Glue, handing it over 30 industry awards in the past two years. One look and its not hard to see why. IT Glue automates and structures the documentation you need to serve your customers. The results - 50% or more of the time your techs waste looking for information is eliminated. Reducing time waste leads to increased productivity, better customer service and ultimately, to higher margins. Sign up for a demo and find out why IT Glue is an essential part of every MSP's stack.


IT Glue Features

  • Audit Management
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Inventory Management
  • Maintenance Management
  • Procurement Management
  • Requisition Management
  • Supplier Management
  • Capacity Monitoring
  • Compliance Management
  • Event Logs
  • Hardware Inventory
  • IT Budgeting
  • License Management
  • Patch Management
  • Remote Access
  • Scheduling
  • Software Inventory
  • User Activity Monitoring

IT Glue Reviews Recently Reviewed!


This software launched our company into an age of Better documentation

Nov 28, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: What this really has going for it is the ability to link items, a SOP can be linked to other procedures and documents allowing you to hand off documentation and have all the related materials linked to the one Item. I also like that their team does not seem to be resting on the product as it is, there are continual improvements and exciting things roadmapped for the future.

Cons: The platform lacks the ability to archive passwords that are no longer in play for former employees and the like. This has been on the community wishlist for quite some time with no indication of when or if it will be released.

Another gripe is that core things in the software change FREQUENTLY without any prior warning explanation. Some of the changes have left me scratching my head as to what possible benefit or reason there is to changing things? So I find myself relearning certain aspects of how to use the software which can be particularly frustrating when trying to get through a work day.

Capterra loader

ITGlue has transformed our ability to accurately document our clients' IT infrastructure.

Apr 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: 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.

Good product, but greedy company and pushy sales people

May 03, 2018
3/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

2 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: 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.

Cons: 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.

Capterra loader

IT Glue - Still the best but losing ground

Dec 19, 2018
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: 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

Cons: 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.

Overall: We been using IT Glue for a few year and it was good for our needs then, but are ,moving away to a competitor in 2019, due to the Cons noted.

The single best platform that our MSP has invested in. Easy to use, setup, and get going.

May 03, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: IT Glue has helped us centralize ALL the information for all clients that resided on our technicians heads. Not only does it store passwords wonderfully, but it helps create a "story" for each customer by allowing us to embed passwords, documentation, configurations and everything else to every entry. Has revolutionized how our MSP handles documentation. Thank you IT Glue.

Cons: Not much. The apps needs a little work since I have to log in almost every time and touch ID is hit or miss.

The perfect information database.

Jul 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ease of use is spectacular, all sub-categories all clearly labeled and anyone with any amount of experience can easily create and edit documents.

Another great benefit of IT Glue is the Autotask integration, should a ticket come through and trigger a keyword then Autotask can automatically pull an IT Glue article relate to the keyword.

Cons: The licenses for IT Glue can be quite pricey, however, they are ultimately worth it, the integration alone makes up for the costs.

Amazing and easy to use

Dec 18, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love this software. The sute is well managed and the customization options are fantastic. You can store a lot of information,securely,on this site

Cons: They just added the one thing i always complained about. The favorites and recent companies option. Thank you for listening to the customers.

Overall: We store all our crucial information using this software/site. It is beneficial and really easy to use. You can teach someone in minutes how to setup documents and the site even helps you.very impressed.

Great Product for Documenting clients and internal processes

Jan 25, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Solid, functional UX. Helps us do what needs to be done documenting our clients IT infrastructure. Definitely the most complete and user-friendly product on the market for this.

Cons: Support is email-based only. Long turn-around time to get support responses. Had the product for 18 months and haven't talked to a live person since the onboarding. In fairness, i've only needed to contact support on a handful of occasions since then, but that may be only because its so cumbersome to do so.

Overall: Innovation and addition of new features is slower than i've expected. But i know their growth has been exponential in the past 2 years.

Fixed our company's centralized documentation issues

Feb 13, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Our company moved to their platform a couple years ago from a clunky homebrew, in-house solution (mix of file sharing and excel docs). IT Glue helped us to eliminate all that by having a centralized web accessible company wiki.

Cons: The built in search engine could use some improvement. Everyone expects something akin to Google or Bing and their search engine can only intelligently pick up strings used in document page titles.

IT Glue Captures all of our Documentation and Keeps it Secure

Apr 20, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The best part of IT Glue is having the pre-build forms and integrated 'build-as-you-go' documents for users who are not very documentation oriented.

Cons: One feature we would like to see is 'live' documents. Dynamic content and documentation keeps real time documentation fluid with our clients changes and projects.

Overall: The biggest benefit is the mobility of IT Glue. Having the ability to access critical documentation from anywhere is crucial for our organization.

Capterra loader

My techs no longer have to hunt for information and then worry it is outdated

May 25, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money

Pros: IT Glue's documentation platform is second to none for us. It has made it easy to put in the procedure guides our techs need every day, and it has made it easy to keep track of client's assets. One of the biggest things has been the integrations with our other platforms, and those have been massively helpful as it has saved us countless hours.

Cons: A little on the pricey side, but nothing that I've ever felt ripped off by. It definitely requires you to think through how you want to structure everything BEFORE you start putting it in (learned that the hard way).

Capterra loader

ITGlue for Documentation is the best for documentation

Dec 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love everything about this site. The documentation is great. You can add businesses separately, then for each business you can add password sections, documents, licensing, configurations, contacts, Printing etc. It has so many options it feels limitless. The search feature is also amazing for this site.

Cons: I do not think there is anything worn or bad about this site.

I love IT Glue

Feb 07, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: When it comes to maintaining the most important information for your clients, IT Glue is perfect. You can create configurations for passwords, knowledge base articles, documents, system information, and Automate is an essential tool in MSP. Its easy to use and the user interface is great. Its my favorite MSP tool.

Cons: Certain permissions are limited for basic users. Deleting knowledge base articles require certain permissions, so make sure to have to a clear understanding of how to manage IT Glue.

Probably the best IT documentation software.

Jun 15, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: The software is almost 100% customizable, It has made it so much easier for us to find configuration items, credentials, etc for all of our clients.

Cons: The ONLY thing that I have found so far that I do not like about the software was the new facelift it had for the client list. I prefer the clustered list with images instead of just the list of clients.

Great product - some features aren't as intuitive as I might like...

May 04, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It really does what they claim... gives every MSP a place to document their network configurations for each and every client so that any half decent tech can troubleshoot any network...

Cons: The way it ties some configurations together is slick, but requires more work/thought process than the average tech is willing to put into it... Often her, "I never knew it could do that"...

Overall: All my tech's are now on the same page... (when they use it)...

The hardest part is getting the team to adopt it and buy-in...

ITGlue is a great tool/platform for building your documentation library.

May 03, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It is very easy to use and intuitive to search. ITGlue helps my organization organize information on a per customer basis, which is critical for an MSP.

Cons: New features are sometimes slow to develop. ITGlue's mobile usability is not stellar. Improvement in these two areas would make ITGlue perfect.

Overall: Being cloud based makes ITGlue available anywhere. Historical tracking of documentation updates is invaluable.

Excellent Documentation platform with a lot of maintenance

Feb 06, 2019
5/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: This has allowed us to keep more of our documentation in one place with great logging of who accessed what.

Cons: Still a very manual process to document so much that it takes a lot of time from the technical side to keep up with it.

Great product overall. Very customizable. Not just a password manager.

Dec 14, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Product is extremely customizable. The ability to relate/link disparate items and passwords works fantastically.

Cons: The synchronization with ConnectWise feature often creates duplicate items, which can cause confusion. I would like the ability to granularly set permissions even on embedded passwords, rather than have them forced to inherit the permissions of the parent item.

ITGlue is an invaluable tool for the IT industry. It has become a foundation for our operation.

Jul 25, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: I think what I like most is ITGlue's portability/flexibility. I'm a field technician, so having client documentation on the road is essential.

Cons: There are still a lot of highly requested features in development that I would love to have. My biggest gripe is their phone app. It has quite a few issues and requires signing in every single day.

Quite simply this software has shown us so many things we didn't even realize needed documented

Apr 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: IT Glue is Very simple to use. Documenting new clients networks and office setup with this software has become a treat. We have even found many things that we didn't realize we wern't documenting properly before.

Cons: IT Glue hasn't released an add in for Firefox. My only real complaint would be why didn't we switch to this software earlier.

Best Product Out there

Apr 03, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: A lot of API support with 3rd party applications

Fast Searching

Perfect for documenting and keeping track of all client passwords and assets

Allows adding more features

Cons: Expensive

Would be nice to be able to create core assets

Overall: Works perfectly for documenting all our our client sites

Can tie passwords to Assets. For our larger sites, being able to document every aspect of the network, allows our team of techs to find all the information they need

Great Documentation tool to make the chaotic day to day so much easier.

Jul 05, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like that you can save so much information on i.t.GLUE, you can also have the ability to easily find and keep things organized.

Cons: It is a tedious process to manually input the information into i.t.GLUE. Also is not fun when you have to manually remove that information as well. Could be simplified in some way.

Overall: Organization which keeps the company and myself productive. Heavily Rely on this product.

Capterra loader

Revolutized my business

May 02, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: IT Glue has changed the way we share sensitive and critical info in my business. So many lost things we have found stuck here in the best place for it.

Cons: I wish it had a few more integrations, such as with Kaseya BMS. I also wish it were a bit more intuitive to move around inside the website.

Overall: It has made our job easier, quicker, and more efficient.

Capterra loader

ITGlue makes documenting managed services client environments easy - easy enough to actually DO!

May 03, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: The ITGlue user interface encourages users to interact with the tool by tracking site use and individual participation.

Cons: I would love to see more templates available from ITGlue and the community. As I get more familiar with the tool, I plan to contribute some of our own designs where appropriate.

IT Glue has been a large step in the right direction for our company.

May 03, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: IT Glue is well organized and laid out well. It is easy to use, and train new people how to use. IT Glue also has great search features.

Cons: Needs better password management features

Ability to add and edit excel files

Ability to add and edit Visio Documents

Overall: Our documentation has improved dramatically!

Documentation without the hassle

Oct 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: IT Glue integrated with our other tools and can import a lot of info, significantly reducing the workload of documenting our environments.

Cons: The interface takes some time to get used to as it does not always have a consistent design.

Transitioning from customer documentation stored in several placed to IT Glue was a breeze.

May 03, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: In the past we kept customer password in one system , documents in another. We love that IT Glue keeps it all in one place. IT Glue captures so much more that we could never have captures using spreadsheets and shared folders. Our operational maturity took a huge leap forward when we moved to IT Glue.

Cons: Price. I would only ever consider their enterprise product which, if you have a large team, can become costly. However, the benefit of having it all available in one place and the ease at which it can be accessed outweighs the price drawback.

Easy to use and setup/simple information at a glance

Mar 13, 2018
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Very easy to setup and use; gives a good place to see information for users/servers/devices. Would recommend for keeping track of settings as well as documents and devices.

Great organization abilities, love the linking as well

Jul 09, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: This software makes it easy for us to keep all our KB (knowledge base) information in one place. It's awesome that there are places to enter specific client information, so we are more likely to make note of that info; it's a good reminder. I like that you can link documents to other documents.

Cons: The search feature leaves a bit to be desired. It's a little difficult to find certain things if you don't have a standard naming system for your files.

Overall: Organization

Capterra loader

We recently switched to this from Confluence

Apr 15, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The way it stores information is different and makes for finding the info much quicker

The 2 way sync with our CRM really cuts down on double entry and updating

It is quick and the search is fantastic

Cons: Due to the way it saves data with "Glued" links it makes it difficult to import from other places.

A few of the terms they use for objects can take a bit to get used to.

Very easy, and self intuitive.

May 01, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

Pros: The link between all different assets, it gives end users, and new technicians clarity on even on things they have never worked with in the past.

Cons: Document folders are not able to make public. we have many customers that we want to share our KB's as a resource of KB's and not have to share / link to each file individually.

IT Glue has helped us organize our clients so that all our techs can easily access information

Jul 23, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: It's very easy to use, update and organize. All of our techs are able to go in and easily update information so that everyone has access to what they need.

Cons: There are no cons at this time. Everything has been easy to set up and organize. It's very easy to find the information needed.

The best document management platform for IT

Oct 05, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Makes IT related documentation less of a chore

Cons: Tons of data entry is required which isn't a knock on the software but still requires a ton of time