With so many options out there, it can be tough to choose the right software for your business. Here’s a look at what makes great documentation software for MSPs—straight from the mouths of MSPs just like you.
MSP Success surveyed our advisory council to learn what they look for in documentation software—and which tools are the most popular. Here’s what they said.
The Most Popular Documentation Software Options for MSPs
All the advisory council members use documentation software—and the majority use Kaseya’s IT Glue.
Beyond IT Glue, other popular tool options include Hudu, ConnectWise IT Boost, SuperOps IT Documentation, Docusnap, and N-able Passportal. Of these other options, some MSPs have expressed growing interest in Hudu. “That seems to be the name most people are interested in,” says Thomas Lohr, Chief Growth Officer of Techworks Consulting. Lohr points out that some MSPs may not have made the switch to newer options, such as Hudu, because they’re currently locked into multi-year contracts with other vendors—but that doesn’t mean they won’t consider switching once that contract is up.
“I will always consider any solution, so long as it adds value to our organization and our processes,” says Lohr. “We don’t always go with the cheapest solution. It just has to make business sense.”
What to Look for in a Documentation Tool
There are a few attributes that make a documentation tool a great fit for MSPs. Data organization is a critical one, says Ann Westerheim, founder and president of Ekaru. “There needs to be a clear logic to how the data is organized,” she says. She uses IT Glue because “[her team] can find stuff. It’s efficient.”
In addition, security and permissions are extremely important. “It’s a close race between your RMM and your documentation software, in terms of which would be worse to get compromised, from a security perspective,” says Will Slappey, CEO of It Voice. “Do you want somebody to have all your customers’ passwords, or for them to have direct access to a machine? They’re both really bad events. So, security is at the very top of the list; if [your documentation tool] gets compromised, you and your customers are toast.”
In the interest of productivity, integrations with other tools is also an important element to consider. The right documentation tool for your MSP’s stack should integrate seamlessly with your PSA—some documentation tools work better with certain PSAs than others.
Other Key Factors to Consider
Offline availability. Some products don’t offer offline access, so users’ passwords are completely unavailable anytime the product is offline. If this will greatly impact you and your clients’ productivity, consider choosing a documentation software with offline access.
Price. As with any other tool, cost is a factor. In particular, switching costs and other fees prevent many MSPs from changing tools, even if they aren’t loving the product. Keep that in mind when signing a contract with a software vendor—you might be stuck with the tool for a while.
AI and automation. Innovation is a key component for any documentation tool—and innovation is all about AI these days, says Antwine Jackson, president and founder of Enitech. Lohr added that some vendors, like Kaseya, are adding AI-powered document recommendations into their tool. The AI uses documented fixes from past problems your team or other MSPs have solved in the past to recommend solutions to the current issue. “If it can expedite getting to a resolution, I think AI could be extremely valuable,” Lohr says.
With this knowledge of what others look for in their documentation software for MSPs, choosing the perfect solution for your stack will be much more straightforward. For more tool selection tips, check out our guide on how to select the best specialized MSP software solutions for your business.
