Avis clients sur IT Glue

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

Avantages :

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.

Inconvénients :

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.

Best Asset Management System I've Used

Commentaires : IT Glue solves many problems for us daily. It primary use for us is Password and Asset management. Without IT Glue we would have no single place to go when searching for information on our clients, their locations, users, ISPs, telcos, servers, firewalls, etc. IT Glue houses all of the critical information that keeps ours and our client's business running.

Avantages :

IT Glue is an excellent platform that is easy to use and quite customizable. Most importantly, it is fast and reliable. We have experienced very few outages over the years with ITG and with their automated offline backup, we were able to continue operations with minimal impact.

Inconvénients :

While one of it's strengths, the simplicity of ITG can also be a weakness. I would like to see more controls implemented in user permissions and access. As well, it would be great to be able to toggle certain features on/off completely if they are not used.

Why I left the ITGlue family

Commentaires : In the long run, I believe ITGlue was not a good partner for us

Avantages :

In the beginning, it really forced upon us a culture of creating useful documentation.

Inconvénients :

ITGlue 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.

One stop shop for your Knowledge Base needs.

Commentaires : Since implementation, our staff has become more organized with our password management, knowledge base / document creation, and vendor management. We constantly see techs answer questions to other staff members regarding customer and vendor info with "It's in IT Glue." So long as everyone is onboard with putting the info in the platform, it saves time of having to reach out to specific resources for a peice of information.

Avantages :

My favorite function of IT Glue is the fact that we're able to store many forms of information on the platform, along with consume information from various sources, in-turn saving time in gathering relevant information on our clients and infrastructure.

Inconvénients :

The organization can be a little much, but I think it's just due to the sheer number of things you can do with the platform. We discover new things with IT Glue frequently, and it sometimes requires a single resource to manage how the platform should be used in the organization, or at least lay down some groundwork and rules for staff to follow so data can be populated effectively.

Overall a great product for documentation

Avantages :

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.

Inconvénients :

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.

Consolidate onto one tool for all your Client support information

Commentaires : IT Glue was a game changer for us. Was easy to get of the group relative to other systems we've used in the past, and is a integral part of our day to day operations.

Avantages :

IT Glue has allowed us to abandon the myriad of alternative solutions we had in the past for document, asset and password management. It's a favorite tool of much of the team, is used constantly, and has both improved the security of client information while allowing us to abandon the mix of tools required in the past to address different features of its functionality.

Inconvénients :

While IT Glue has come a long way, the search functionality is still a challenge. The organization and flexibility around that continues to improve, so the necessity of search is actually that high as it's still easy to find information if you manage it well, but searching is a weakness of the product.

Documentation system with tons of integrations

Commentaires : 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.

Avantages :

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

Inconvénients :

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.

Game changer

Commentaires : 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.

Avantages :

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.

Inconvénients :

I 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.

Documentation is Essential

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Costly but Easy to use

Commentaires : Day to day, it works very well, im able to find what i need. there has been some concerns about downtime from the platform.

Avantages :

The integrations and setup of ITG was very easy. It quickly grabs the information from other sources like RMM or backups.

Inconvénients :

the Text editor is very basic, sometimes you have to build things that would be more basic sounding from scratch.

look elsewhere

Commentaires : It started off pretty good, but after 2 years there have no real feature improvements and I have had 8 account reps.

Avantages :

The integration with ConnectWise Manage was nice.

Inconvénients :

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.

Kaseya's IT Glue - using it since 2018

Commentaires : 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!

Avantages :

It'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.

Inconvénients :

Since 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.

The Glue that holds the team together :)

Commentaires : We have managed to combine a central area with clear documentation and asset and password access. Before we were busy fools hunting for information and saving information in lots of different ways. IT Glue has streamlined this providing ease of use and consistency for our day to day operations and helped to support clients quicker and more efficiently.

Avantages :

IT Glue is a breeze to implement. The most beneficial aspect of the product is the integrations by far. Being able to sync information and map key aspects of data to both devices and contacts is key for the day to day success of our support. Before using the product technicians would spend too much time on tickets hunting for information. Now all the information they could possibly need is at their fingertips. It really is the Glue that ties these portals together.

Inconvénients :

The fact that documents do not have versioning. Users of the documents if edited have no way to roll back a document or see what attributes have ben changed and by which user.

Review of ITGlue from Drew

Commentaires : It has been a good experience, support (when needed) has been responsive, and deployment wasn't difficult

Avantages :

It is fairly easy to manage, was easy to set up, and allows for centralization of our client data

Inconvénients :

We are happy with the software and have no CONS at this time

We use IT Glue

Commentaires : Overall our experience has been good. The product is mature and the roadmap looks good. The onboarding was not very supportive or thorough, but the support is reasonable if you need it.

Avantages :

The speed of the interface and search is excellent. When creating documents, the different document types are very easy to use once you master the differences. The MyGlue function customers love. Our tech's also really appreciate the integration with our RMM tools.

Inconvénients :

The search is not quite as 'global' as Kaseya lead you to believe. Quite often documents are not found even when the search word/phrase is in the title and document body. Also, be careful how many integrations you enable. A lot of duplicate and orphaned data ends up getting created.My 2 big wishes are:1. I wish you could create folders in the Help Center in MyGlue. I don't like the Google approach of "search the bucket". Not all users are Millenials/Gen-Z. We grew up with folders and structure in our lives.2. I wish there were a way to template a skeleton setup for a new client

IT Glue is a solid and easy-to-use IT Documentation Platform

Avantages :

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.

Inconvénients :

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.

Overall a solid product useful for keeping everyone on the same page

Avantages :

IT Glue is really useful for keeping the entire IT team on the same page. It often serves as a single point of truth for a lot of internal and external documents and processes. We use it for our own data as well as client data. We reference IT Glue on a daily basis across the organization. The phrase "let me check IT Glue" is frequently uttered.

Inconvénients :

Their customer service could stand to be a little more consistent. Sometimes it can be hit or miss depending on what rep you are routed to. For the most part, our issues are solved in a timely manner. From time to time we experience outages, which can be frustrating, but we have our most important items located in other accessible locations.

ITGlue has helped us organize and consolidate our critical documentation

Commentaires : Onboarding and Offboarding Users

Avantages :

We are not an MSP, but IT Glue has provided us with a central repository of our critical documentation for systems and software. The customization of flexible assets is just what we needed to consolidate different information from many different sources. We use custom checklists for onboarding and offboarding our users and the ability to relate information is very useful. The audit logs are a big help to keep us on track, We love the product and highly recommend it to our partners.

Inconvénients :

There are no dislikes about the product.

We have cycled through many applications throughout the years, but not for our documentation!

Avantages :

The flexible assets and related items have benefitted the company I work for throughout the years. The many integration options are great, too. We have cycled through many applications throughout the years, but not for our documentation! It serves its purpose well - why change?

Inconvénients :

One downside we have noticed is that the global search sometimes does not function as expected. It has often not found a child folder in the folder hierarchy when searching by keyword when the word is in the document's title. Additionally, I would love to see a more robust integration between ConnectWise Manage and IT Glue, where the knowledge base in Manage syncs with IT Glue Documents. This is not so much a downside as it is a wishlist item.

IT Glue Review as System Admin

Avantages :

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...

Inconvénients :

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

Great Product to Help Centralize Documentation

Commentaires : Overall, I have been very happy with the product. It has allowed our team to become noticeably more efficient as all documentation is now stored in a centralized location.

Avantages :

IT Glue allowed out company to centralized storage of client documentation that used to be spread across multiple locations. We have seen a boost in efficiency because of the product.

Inconvénients :

With so many options for storing documentation, it can sometimes be difficult to quickly find the information you need. After a small learning curve, this is easily overcome.

Secured documentation platform

Commentaires : Our teams are using ITG to get the details of the devices/docs of our clients that we are supporting 24/7 globally.Also different regional ITG instance are enabled you to connect with clients across the globe.

Avantages :

Security is high when you are storing password/docs since multifactor authentications are enabled. 24/7 support is highly responding and sharing users to view the dashboard to monitor the incidenta and updating until the issue get back to normal.

Inconvénients :

Golbal searching feature is not convenient enough.

The perfect information database.

Avantages :

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.

Inconvénients :

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

ITGlue is amazing

Commentaires : It has been an excellent experiance and really rely on it for our eveyrday IT management.

Avantages :

We especially like the linking between assets. We can link passwords, hardware, logins, lans, configurations, documents.... The flexibility of the system is awesome.

Inconvénients :

I think this software is great. THere really isnt a whole lot that I do not like about it. Our biggest problem is people not entering information properly or not updating when they need to. Can't blame the software on that. It was easy to customize it to our processes and we were entering information in matter of hours.

Big help for a small company

Commentaires : Extremely positive. My account manager has been very helpful when I need him.

Avantages :

I am a one man MSP. Keeping client information handy and secure is a major priority for me. IT Glue allows me to quickly access client info and add or make changes easily. Being able to do a global search is a million times better than the spread sheet model I started with.

Inconvénients :

I have nothing negative to say about this product.