IT Glue Review: Great Docs, but Read the Contract Twice

IT Glue is a mature, well-rated IT documentation platform that fits MSPs already standardized on the Kaseya and Datto stack. It holds a 4.6 out of 5 rating on G2 across 704 reviews and 4.7 out of 5 on Capterra across roughly 301 reviews, and Kaseya says it's trusted by more than 16,000 organizations across 70-plus countries. The friction shows up on the invoice, not in the product: a five-user minimum, a three-year term, and a one-time onboarding fee push the real cost well past the sticker price.

TL;DR

• Short answer. IT Glue is worth it for established MSPs living inside Kaseya or Datto tooling who value a mature platform over the lowest price.
• Cost. Basic runs $29/user/month, Select $36 to $38, Enterprise $44, all on a five-user minimum and a 36-month term.
• Strength. Deep PSA and RMM integrations, a hardened password vault, and MyGlue client access purpose-built for IT documentation.
• Weak spot. SaaS only, no self-hosted option, and per-seat pricing that stings small teams.
• Main rival. Hudu, at $27 to $31/user with no user minimum and a self-hosted option.

What IT Glue Is

IT Glue is IT documentation software built for MSPs and internal IT teams. It gives your team one searchable place to store client records, network details, passwords, configurations, and standard operating procedures, then links those records together so a technician can move from a client, to its firewall, to the right admin credential in a couple of clicks.

Kaseya acquired IT Glue in 2018, and it now sits inside the broader Kaseya and Datto portfolio alongside VSA, Autotask, and Datto RMM. That ownership matters for how you evaluate it, and we'll come back to it. If you're weighing the whole category rather than one product, our guide to IT documentation for MSPs maps how IT Glue, Hudu, and ITFlow stack up against each other.

The core promise is structure. Instead of a shared drive full of stale Word files and a password manager nobody trusts, you get typed records (configurations, contacts, locations, passwords, domains, SSL certs) with relationships between them. Search is the daily workhorse, and when it works, a tech finds the answer instead of pinging the senior engineer.

That structure is the difference between documentation software and a wiki. A generic knowledge base stores text. IT Glue stores objects that know what they are, so a password record knows which configuration it belongs to, and a configuration knows which client and which location it sits in. When a tech opens a ticket, the context is already assembled instead of scattered across five tabs. For a growing MSP, that's the mechanism that lets a junior tech close a ticket a senior would otherwise have to touch.

IT Glue Features

The documentation engine is the reason to buy. Flexible asset types let you model anything from a client's network topology to a recurring maintenance runbook, and the relationship mapping ties records together so context travels with you.

The password vault is a genuine strength. Credentials are encrypted, access is role-based, and IT Glue's version keeps an audit trail of who viewed or changed what. For an MSP that has to answer "who touched this admin account," that logging is not a nice-to-have.

MyGlue extends documentation and password sharing to clients. It gives an end customer a controlled portal for their own credentials and process docs, which cuts down on the "can you resend the Wi-Fi password" tickets and gives clients a reason to stay in your ecosystem.

Runbooks package step-by-step procedures into repeatable playbooks, so onboarding a new tech or handling a recurring incident follows the same path every time. This is where documentation stops being a filing cabinet and starts being an operations manual, and it's a meaningful reason MSPs pick a purpose-built tool over a general wiki.

On the top tier, Cooper Copilot adds AI-assisted search and suggestions, surfacing related documentation and flagging gaps in what you've written. The pitch is that your documentation becomes something you ask rather than something you dig through, and it nudges the team to fill holes before a client incident exposes them. The value scales with how much you've already documented, so a thin knowledge base won't get much from it on day one.

Integrations are where IT Glue earns its keep for existing Kaseya shops. It connects to 50-plus tools, including Autotask, ConnectWise, and Datto RMM on the PSA and RMM side, plus Microsoft 365, Auvik, Addigy, and Cisco Meraki. The Microsoft 365 sync pulls licenses, users, BitLocker keys, and Intune data straight into the client record. There's also an IT Glue API for teams that want to push or pull data programmatically, and standard IT Glue login via SSO for access control. If your PSA is the hub of your operation, our MSP PSA software comparison is worth a read before you lock in how these pieces connect.

IT Glue Pricing

This is where evaluations get real. IT Glue publishes three tiers, and every one of them carries a five-user minimum on a 36-month term. Here's the 2026 structure.

A few numbers change the math. Teams of one to four users pay a higher per-seat rate, ranging from $49 to $102 per user depending on features. Every new account also pays a one-time onboarding fee, commonly cited around $545 and up, that cannot be waived. And Network Glue, the automated network discovery and diagramming add-on, runs roughly $453 per month on top of your seats.

Put it together for a ten-technician MSP on the Basic plan and you're looking at about $3,480 per year in licensing before the onboarding fee, before Network Glue, and before any upgrade to unlock integrations or AI. Move to Enterprise and that same team clears $5,280 per year. Add Network Glue and you're past $10,700 annually for the Enterprise team once the add-on's roughly $5,400 a year lands on top. The sticker price is fine. The commitment length, the seat floor, and the add-ons are what you actually sign.

The tier trap is worth calling out. The features most MSPs assume are baseline (two-way PSA sync, more than a couple of integrations, API access) sit on Select and Enterprise, not Basic. So the real comparison isn't $29 against a competitor's headline number. It's Select or Enterprise, because that's where the integrations that justify buying IT Glue in the first place live. Price the tier you'll really use, not the one at the top of the pricing page.

IT Glue Pros

Where IT Glue genuinely delivers:

• Maturity and stability. It's been the category default for years, so the documentation model, permissions, and audit logging are battle-tested rather than a v1 experiment.
• Kaseya and Datto fit. If you run VSA, Autotask, or Datto RMM, the integrations and two-way sync are tighter and more proven than most rivals can match.
• Security posture. Role-based access, granular permissions, encrypted credentials, and full audit trails give owners the control and the paper trail they need.

Reviewers back this up. On G2, 79% of IT Glue's 704 reviews are five-star, and the recurring theme is that centralizing documentation, passwords, and client data makes teams measurably faster once the data is in.

IT Glue Cons

The trade-offs are just as concrete:

• Price pressure on small teams. The five-user minimum and higher one-to-four-user rates mean a three-person shop pays for capacity it doesn't use.
• SaaS only, no self-hosting. IT Glue runs exclusively on Kaseya's infrastructure with no on-premise option and no announced plans for one. Your documentation, and your clients' credentials, live where Kaseya puts them.
• The Kaseya factor. Community sentiment on r/msp has cooled since the acquisition, with threads debating price increases and the aggressive sales motion that comes with the broader Kaseya relationship.

The other common complaints are practical, not fatal. New users describe a learning curve because the feature set is deep, and some reviewers note the interface feels dated next to newer tools and that search can get inconsistent on very large datasets.

IT Glue Reviews and Ratings

Pulled together, the third-party ratings tell a consistent story. IT Glue is well-liked by the people who use it daily. It holds 4.6 out of 5 from 704 reviews on G2, 4.7 out of 5 from roughly 301 reviews on Capterra, and 9.0 out of 10 from about 112 reviews on TrustRadius. Three separate review pools, three strong scores, one clear signal that the product delivers for the teams that commit to it.

IT Glue has no dedicated Trustpilot listing as of July 2026, which is normal for B2B MSP tooling that lives on software-review platforms rather than consumer ones. The scores that matter here are the MSP-focused ones above, and they land firmly in "buy with confidence on the product, negotiate hard on the contract" territory.

IT Glue vs Hudu

The alternative that comes up in nearly every IT Glue evaluation is Hudu. It's the closest like-for-like competitor, and it's built its whole pitch on the exact friction points above: pricing and hosting.

Hudu wins on transparency and flexibility. One tier, all features included, no seat floor, no setup fee, and self-hosting at the same price as cloud, which is unusual in this category. For a lean team that wants control over where its data sits, that combination is hard to argue with, and Hudu offers an automated migration path that maps, imports, and validates IT Glue data before go-live.

IT Glue wins on depth and proof. If you're already deep in the Kaseya or ConnectWise world, its integrations are more mature, its access controls are more granular, and its security record is longer. The catch, per the comparison research from Hudu and others, is that IT Glue's cross-product Kaseya integrations sometimes work but not as smoothly as the marketing implies, so confirm the specific connectors you depend on before you commit.

For a wider field beyond these two, our roundup of IT Glue alternatives for MSP documentation covers Hudu, ITFlow, and the open-source options in more detail.

Migrating To or From IT Glue

Documentation is sticky, and that's the whole point of it, so switching costs are the quiet part of any IT Glue decision. Moving in means structuring years of scattered records into IT Glue's asset types, which is exactly why the onboarding fee exists and why it takes real time.

Moving out is easier than it used to be. Competitors like Hudu have built dedicated IT Glue importers because they know price and hosting drive churn, and those tools handle the data mapping and validation that used to make a migration terrifying. The API also lets a technically comfortable team extract records on their own schedule. The lesson for buyers is simple: sign the shortest term you can negotiate, because three years is a long time to bet on a pricing model you don't control.

One practical note on the 36-month term. It's the default, not the only option, and it's negotiable in both directions. Reps will trade a longer commitment for a lower per-seat rate, which is fine if you're certain about the platform and your headcount. If you're not certain, the shorter term costs more per seat but keeps your exit cheap, and given how portable documentation has become, that optionality is often worth the premium.

There's a broader shift worth naming here. The reason documentation, RMM, PSA, and security keep getting bought as separate products is historical, not necessary. Platforms like OpenFrame, the AI-native all-in-one MSP and IT platform with native PSA included and no vendor lock-in, are built on the premise that these layers should live together instead of billing you four times for four dashboards. It's a different bet than buying a best-of-breed documentation tool, and worth understanding as you plan a stack you'll run for years.

Who IT Glue Fits and Who Should Look Elsewhere

The call comes down to your stack and your size.

IT Glue fits you if you're an established MSP running Kaseya VSA, Autotask, or Datto RMM, you have more than five technicians, and you'd rather pay for a proven platform with deep integrations and a hard security record than chase the lowest price. For that profile, the ratings are earned and the tool does what it says.

Look elsewhere if you're a small or solo shop where the five-user minimum and onboarding fee make the entry cost disproportionate, if self-hosting or keeping data off Kaseya infrastructure is a requirement rather than a preference, or if flexible month-to-month terms matter more to you than the longest track record in the category. In those cases Hudu or an all-in-one platform will fit your operation better.

There's also a middle case worth naming: the MSP that already owns IT Glue and is happy with the product but unhappy with the renewal quote. You don't have to choose between staying and a painful rip-and-replace. Use the renewal as leverage, price out Hudu's importer and a consolidated platform as real options, and take those numbers into the conversation. A credible willingness to move is the only thing that reliably moves a Kaseya renewal.

IT Glue didn't become the category default by accident, and it hasn't lost the qualities that earned it. What's changed is the market around it: the pricing is less friendly to small teams, the hosting model is less flexible than newer rivals, and the ownership question is now part of the conversation. Buy it for the product. Just read the contract twice before you sign three years of it.