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IT Glue Promotes Technician Efficiency and End User Collaboration in Latest Updates

Announced at the vendor’s online GlueX conference, the enhancements include PSA and RMM integrations that signal longer-term ambitions to turn IT Glue’s documentation system into a centralized console for most of a technician’s day-to-day work. By Rich Freeman

IT Glue has unveiled a collection of product upgrades designed to streamline technician workflows and enhance collaboration with end users.

The documentation and network management software maker, which is a unit of IT management vendor Kaseya, showcased the updates at its annual GlueX partner conference, which took place online yesterday and today. 

Chief among the added features, all of which are available immediately, is a new ticketing experience in the flagship IT Glue documentation platform that gives MSPs access to live data from Kaseya’s PSA and RMM solutions directly inside the IT Glue interface. The new functionality lets users create, update, and close tickets; view the latest details about endpoints; and execute remediation procedures all in one place.

“For a lot of use cases, they’ll be able to completely resolve the ticket right inside of IT Glue,” said Nadir Merchant, IT Glue’s CTO and general manager, in a conversation with ChannelPro. The goal, he explained during a keynote address at GlueX yesterday, is to reduce the amount of switching administrators must do among PSA, RMM, documentation, and other systems when diagnosing and resolving technical issues.

“This workflow has a technician jumping from tools three, four, five, six different times, ultimately creating a lot of waste,” Merchant said. “Our data suggests that those technicians waste 40% of their time jumping between these tools.”

Users who prefer to spend most of their time in BMS, Kaseya’s PSA application, can also draw on existing integration with IT Glue to view portions of relevant documentation within that system’s interface. “It’s not as robust as being fully in IT Glue,” Merchant observes.

Also introduced today is a new asset archiving feature for IT Glue that lets users move outdated asset records out of view without deleting them altogether.

“A lot of MSPs have been using IT Glue for a long time now, so they’ve accumulated a lot of information in there and they don’t always want to see everything at all times,” Merchant says. “Archiving gives them ability to clean up their documentation.” The feature is one of the most frequently requested additions to the IT Glue platform in the vendor’s online suggestions portal.

In a further example of cross-platform integration within Kaseya’s IT Complete platform—which in addition to IT Glue, VSA, and BMS, includes products from security vendors ID Agent, RapidFire Tools, and most recently Graphus, as well as backup vendors Unitrends and Spanning—IT Glue data is now available in Kaseya’s Fusion mobile app. The new feature will show field technicians heading to a customer office details like the Wi-Fi password and door codes they’ll need when they get there. 

“We wanted to build a workflow to help users who are going onsite to visit the customer be prepared for that visit,” Merchant says. IT Glue’s dedicated mobile app, which also displays that information, will remain available to provide a deeper look at documentation records.

An update to the MyGlue password management tool announced today lets MSPs add a customized help center with reference information to that system. Though MyGlue wasn’t originally designed to provide help content to end users, IT Glue partners have been employing it for that purpose by posting how-to guides and other instructional materials in the app on a client-by-client basis.

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