IT Glue

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.