5 Features to Check Before Choosing IT Glue - And What to Use Instead in Microsoft Teams

For IT services teams, documentation is not optional - it’s operational infrastructure. Every configuration, credential, process, and workaround must be documented clearly and accessible instantly. When documentation fails, service quality suffers.

For a long time, IT Glue seemed like the right answer. As an MSP-focused documentation platform, IT Glue promised structured documentation, asset tracking, and password management in one system.

But over time, challenges began to surface - especially around searchability and complexity. The result? Knowledge slowly drifted back into Word documents scattered across shared drives. This is exactly the case one of our customers recently faced, additionally - IT Glue doesn't offer a proper Microsoft Teams integration. They started their own research for a wiki/knowledge base platform that could offer the following:

• A centralized knowledge base
• True full-text search
• Simple adoption
• Internal and external knowledge sharing
• Seamless integration with Microsoft Teams

The solution they ultimately chose was Perfect Wiki, but we'll discuss why it was the choice a bit later in this post.

Why the Team Chose IT Glue: Expectations

First, let's discuss why the team initially went for IT glue as their internal knowledge management solution. Eventually, when evaluating documentation systems, IT Glue checked many boxes.

Structured Documentation
IT Glue offers predefined templates and relationship-based documentation structures designed specifically for managed service providers.

Asset Management
The platform allows teams to track hardware, software, domains, configurations, and client environments.

Password Storage
Secure password management within the same system was an attractive consolidation feature.

MSP-Focused Workflows
It was designed for IT service providers with workflows aligned to client environments and ticketing systems.

On paper, it seemed like the ideal MSP documentation software.

The Challenges with IT Glue: Reality

Over time, real-world usage revealed friction points. One of the biggest operational challenges was search.

• Search was limited primarily to titles or structured fields.
• It was not reliable for deep content search within documents.
• Technicians often struggled to locate specific procedures or configuration details quickly.

In IT support, seconds matter. When search slows you down, productivity suffers.

Moreover, IT Glue’s structured approach became a double-edged sword.

• Heavy templates and rigid hierarchies
• Steep learning curve for new team members
• Ongoing maintenance overhead

Instead of enabling documentation, the system sometimes discouraged it. Updating content felt like administrative work rather than knowledge sharing. This led to a predictable outcome: the documentation was not used a lot, not updated properly and sometimes lost. It as well increased the number of repetitive questions, emails and chat requests.

The Result: Documentation Fragmentation

Without full confidence in the platform:

• Word documents reappeared on shared drives
• Teams lost a single source of truth
• Multiple versions of the same document circulated

Version control became a recurring problem. Shared drives introduced their own issues: manual folder-by-folder searching, inconsistent naming conventions and of course lost institutional knowledge. Even when information existed, it was hard to find.

Scattered documentation creates operational risk - especially for growing IT service teams.

What the Team Actually Needs

After experiencing both extremes of over-structured software and chaotic shared drives - the requirements became clear.

The Team wanted to find something like a modern documentation tool must allow:

• Searching across entire document content
• Easy content creation
• Minimal structural friction
• Fast onboarding
• Accurate results
• Context-aware search capabilities
• Microsoft Teams integration, to use one platform for all the work

Technicians should be able to paste an error message and instantly find the relevant procedure. And that is why the team decided to search for a wiki platform that has a proper integration into Microsoft Teams and would tick all the boxes for them.

Why They Chose Perfect Wiki

As mentioned before - the team opted for Perfect Wiki. An AI-Powered knowledge management solution created specifically for Microsoft Teams. 

And here are several reasons why:

Powerful Full-Text Search

Unlike traditional structured systems, Perfect Wiki enables search across the entire document body and quick retrieval of operational procedures. Additionally, there is an AI-powered bot assistance for customers and internal users that allows to ask questions in plain language and provides quick and accurate answers, accompanied by the links to the source of the information. That significantly boosted the workflow inside the team and as well allowed the company to launch a public facing help center for the customers to take off a part of the load from the support group.

Simple and Intuitive Interface

Because Perfect Wiki works directly within Microsoft Teams there's no need for additional system setup. It has a familiar interface and a lower learning curve. Perfect Wiki also offers a SSO with Microsoft, so there's no need to create accounts manually for each user. You can onboard members straight from your Microsoft directory. Adoption becomes organic rather than enforced.

Centralized & Structured Without Complexity

Another feature that the team liked better is that Perfect Wiki provides organized spaces and categories, permission control and internal and external knowledge sharing but without the heavy, MSP-specific rigid structure that slowed the team down before. They were able to quickly upload the documents from their word files using the Perfect Wiki import. After that the only thing that had to do was restructure the content to give it a nice hierarchy structure. Then they even added page owners, set permissions and verification dates. And additionally they created an external knowledge base that was launched as a help center on their website. This way the customers were able to use the AI Bot to ask their questions without the need to wait for an answer from the support team via email.

Designed for Microsoft Teams

And the last but not the least one: Perfect Wiki lived in Microsoft Teams, exactly where all the communication takes places for this particular company. While IT Glue is built primarily for MSP client management, Perfect Wiki fits internal IT service environments especially well. It scales with growing documentation needs while keeping the user experience simple.

The team members didn't have to jump across platforms, chats and web tabs. All their company knowledge was in one space, available at any time.

Conclusion

IT Glue might work well for certain MSP environments. However, for teams prioritizing usability and fast, reliable search, it may fall short. Word documents appearing as a result on shared drives create version control problems, and operational risk.

A modern wiki with strong full-text search solves both issues:

• Centralizes knowledge
• Simplifies documentation
• Improves ticket resolution speed
• Reduces dependency on individuals

For IT teams working in Microsoft Teams, Perfect Wiki offers a balanced, searchable, and easy-to-adopt alternative to IT Glue turning documentation back into what it should be: a productivity tool, not a bottleneck. Try out Perfect Wiki today and see what benefits it can bring to your business.