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Overall experience with IT Glue
“Solid documentation backbone for MSPs, but be ready to invest time in structure and clean-up”
“Three-Year Contract Terms and Delays in Support Response Cause Frustration”
About Company
Company Description
Kaseya is a company that supplies unified IT management and security software. It markets its solutions primarily to managed service providers (MSPs) and small to medium-sized businesses (SMBs). Among its suite of IT management solutions, the company offers products for centralizing IT command, managing remote and distributed environments, backup and disaster recovery, cyber security, compliance and network asset management, IT documentation, and automation of IT management functions. Kaseya is based in Miami, Florida, and operates in more than 20 countries.
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IT Glue Likes & Dislikes
IT Glue has become our single source of truth for client and internal documentation. The biggest win is the structure once you set it up properly, everything has a place: configs, passwords, assets, SOPs, and relationships between them. Relationship mapping is especially powerful because it helps connect systems, users, and services in a way that reflects the real world. The password vault and flexible asset templates are also very practical for day-to-day operations. Its one of those tools that really pays off over time as your data matures.
IT Glue allows out company to efficiently manage and reference data pertaining to client systems.
Document and password storage, ability to create strong passwords and offers decent encryption with audit logging.
The interface can feel slow and a bit clunky at times, especially when navigating larger environments or heavily linked documentation. Initial setup and data normalization take more effort than expected if you dont enforce standards early, things can get messy fast. Reporting and advanced search/filtering arent as strong as they could be, which makes bulk reviews and audits more manual than Id like.
Kaseya account management can lead to frustration. Contract terms are restricted to 3-year agreements for licenses. Kaseya support can also be frustrating to deal with at times. Support requests can take longer than expected to complete and questions may not be properly addressed until cases are escalated. Import of information can sometimes be frustrating due to the lack of customization.
Mobile app is limited and lacks more advanced options like one gets with the web browser. In my opinion, from a cost perspective, its mainly for MSPs and not small groups of people that has a small IT team of 2-3 people.
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IT Glue Reviews and Ratings
- It Manager<50M USDIT ServicesReview Source
Solid documentation backbone for MSPs, but be ready to invest time in structure and clean-up
Overall, my experience has been positive. IT Glue has made a noticeable difference in how organized and accessible our documentation is across the team. Day-to-day support work is faster because engineers can usually find what they need without chasing tribal knowledge. That said, the quality of the experience is directly tied to how disciplined you are with documentation standards and ongoing maintenance. It’s not a “set and forget” platform — it rewards consistency and governance. When managed well, it becomes a very reliable operational backbone; when neglected, it can become cluttered. In our case, the benefits have outweighed the friction, and it’s now a core part of our tooling. - HEAD OF IT<50M USDIT ServicesReview Source
Centralized IT Documentation and Password Storage With Decent Encryption and Audit Logging
Overall very good experience using IT Glue. Easy to use and I get to save important IT confidential information and documentation in one location. - MANAGER OF IT SERVICES<50M USDIT ServicesReview Source
An MSP's best friend for over a decade now!
There are so many copycats, but none oof them like IT Glue. its easily the best at what it does. it integrates with everything including LionGuard and virtually every RMM. - Systems Engineer50M-1B USDFinance (non-banking)Review Source
Easy Entry Binding in IT Glue Provides Evidence Chains, Pricing Remains an Issue
IT Glue is one of the best password and asset managers out there. It is easy to use and support a variety of keyboard shortcuts for quick access to various sections of the platform. - Services Manager50M-1B USDIT ServicesReview Source
Three-Year Contract Terms and Delays in Support Response Cause Frustration
IT Glue is a strong product overall, but some of the shortcomings of Kaseya support and account management cause frustration.