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Passportal and IT Glue: MSP Software Competitors?

Dan Wensley

Dan Wensley

Colin Knox

Colin Knox

Passportal has deep respect for IT Glue’s management, business and partners. But there’s no avoiding the fact that the MSP-focused software companies are now competitors, according to Passportal CEO Colin Knox.

The back-story goes something like this: Passportal has specialized in password management and security services that MSPs can consume and also offer to their customers. IT Glue offers a documentation platform that allows MSPs to build and automate their knowledge bases. For more than a year or so, Passportal has held meetings with IT Glue to pursue an integration, Knox says. As part of those meetings, Passportal provided APIs to IT Glue’s team, according to Passportal President Dan Wensley.

Passportal thought IT Glue would develop the integration but nothing ever materialized. IT Glue CEO Chris Day says he doesn’t consider such an integration to be a priority. Also, IT Glue has its own password management capabilities, Day adds.

Passportal and IT Glue: Rivalry Emerging?

Instead of waiting on a potential integration, Passportal has extended from its password management & security services to documentation management — essentially setting the stage for more competition between the companies.

“We respect IT Glue and we applaud their people and their success so far,” says Knox. “But we do see ourselves as competitors and the market will see us as competitors. We now have a robust, healthy alternative to IT Glue.”

“We have a ton of mutual partners,” adds Wensley. “We did this [the documentation support] because the market requested either we integrate [with IT Glue] or we introduce our own content management in Passportal.”

Moreover, the Passportal team believes their password management and security capabilities are far superior to potential alternatives, particularly in terms of the security and automation features that MSPs can consume and/or extend out to their end customers.

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1 Comment

Comment

    Thomas Fox:

    We use both systems at our MSP, and have mixed feelings about both.

    IT Glue is a great documentation system, and it has nice integrations into ConnectWise and LabTech (CW Manage and CW Automate?). However, I have the very distinct impression that IT Glue understands they are the current leader in this space and has some arrogance about it. I am not alone in my impression – it is a regular topic of conversation on Reddit as well as some private listservs I’m on.

    This arrogance is reflected in their pricing, which is always changing, and their lack of any meaningful development on features users are asking for (there is ZERO native ability to print documents from their system). It is a great product but not a great company to deal with, and the interactions always feel as though you’re being taken advantage of. Case in point: Branding. While there is ZERO incremental cost to IT Glue to allow users to brand their interfaces (they already have the SSL certificates and a logo would take very minimal space to store) the only way you can do this is if you are on their most expensive plan, which includes features we simply would never use.

    When I spoke with their management about this, they all but said that there weren’t many useful differences between the plans, so putting branding into the most expensive category only allows them to charge a premium.

    PassPortal is the exact opposite in both respects. They are incredibly pleasant to work with and will go out of their way to help with any issues or concerns you have. However, their product beyond simple password management just isn’t mature. We have constant issues with their AD sync system. They’re always willing to help, but it will be fixed for a while and then inexplicably stop working again.

    We’ve only had a few days to look through their new document management system, but it is clearly a 1.0 product and has a long way to go to get to the point of competing on features with IT Glue.

    I was really hoping that IT Glue would build an integration into PassPortal, or better yet, buy them and integrate their customer service culture and password management features into the base IT Glue product.

    Sounds like no such luck.

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