Help Desk, NOC, Ded Tech Service

I wanted to check what everyone is doing here to provide documentation to the helpdesk and if anyone is using IT boost for this.

We were told only IT glue is an allowed product, which seems very strange. So I thought I would check here if anyone else has different solutions or workarounds for this.

Hi David - Apologies for not responding earlier. I'm assuming you're referring to the ConnectWise Help Desk Service and yes, ITB, though a ConnectWise product doesn't have the authorization model to allow expert services to access multiple partner data as they perform their job. We attempted to extend ITB for a year and changed course. Currently we are building features like, Passwords, KBAs, SOPs, Community Sharing in Asio. We have the Password module in Early Access and Plan to release KBAs in late Q1/early Q2. Not a great answer, I know, but it's best that we focus on building out these features as platform services instead of extending classic applications. 

I wanted to check what everyone is doing here to provide documentation to the helpdesk and if anyone is using IT boost for this.

We were told only IT glue is an allowed product, which seems very strange. So I thought I would check here if anyone else has different solutions or workarounds for this.

Would there be a rough timeframe you can provide where the helpdesk would be able to work out of purely CW tools, without the need for ITglue?

Hi David - Apologies for not responding earlier. I'm assuming you're referring to the ConnectWise Help Desk Service and yes, ITB, though a ConnectWise product doesn't have the authorization model to allow expert services to access multiple partner data as they perform their job. We attempted to extend ITB for a year and changed course. Currently we are building features like, Passwords, KBAs, SOPs, Community Sharing in Asio. We have the Password module in Early Access and Plan to release KBAs in late Q1/early Q2. Not a great answer, I know, but it's best that we focus on building out these features as platform services instead of extending classic applications. 

I wanted to check what everyone is doing here to provide documentation to the helpdesk and if anyone is using IT boost for this.

We were told only IT glue is an allowed product, which seems very strange. So I thought I would check here if anyone else has different solutions or workarounds for this.

I wanted to check what everyone is doing here to provide documentation to the helpdesk and if anyone is using IT boost for this.

We were told only IT glue is an allowed product, which seems very strange. So I thought I would check here if anyone else has different solutions or workarounds for this.

We just implemented IT Boost. We were using MyGlue but we decided to go with IT Boost. There is so much more that you can do with IT Boost. I am just starting to get my hands on the software to get a better understanding of it.

------------------------------
Kim Gatto
IT Business Analyst
RWAM Insurance Administrators Inc.

Original Message:
Sent: 09-15-2025 09:44 PM
From: David Laureys
Subject: helpdesk documentation

I wanted to check what everyone is doing here to provide documentation to the helpdesk and if anyone is using IT boost for this.

We were told only IT glue is an allowed product, which seems very strange. So I thought I would check here if anyone else has different solutions or workarounds for this.

------------------------------
David Laureys
MSP Technical Lead
integraONE
------------------------------

Hello All,

I'm Rupam Datta, a Product Manager who is leading ITBoost and Documentation initiatives at ASIO

In line with our leadership's strategic direction, we are no longer pursuing new feature enhancements within the standalone ITBoost platform. Our development efforts are now concentrated on ASIO, where we are building a robust documentation module from the ground up.
That said, if you encounter any existing bugs or issues affecting functionality in ITBoost, please feel free to report them. We will evaluate these based on severity, business impact, and urgency, and aim to address them within our current capacity.
To help us better serve your needs in ASIO, it would be extremely helpful if you could share a list of desired enhancements. This will allow us to consider incorporating them into the new Knowledgebase module, ensuring your requirements are addressed in the upcoming solution.
We're targeting the release of the newly built Password and Knowledgebase modules in the first half of 2026. An Early Access program for these modules is planned to begin by the end of 2025.

------------------------------
Rupam Datta
Product Manager
ConnectWise

Original Message:
Sent: 10-24-2025 01:43 PM
From: Kim Gatto
Subject: helpdesk documentation

We just implemented IT Boost. We were using MyGlue but we decided to go with IT Boost. There is so much more that you can do with IT Boost. I am just starting to get my hands on the software to get a better understanding of it.

------------------------------
Kim Gatto
IT Business Analyst
RWAM Insurance Administrators Inc.

Original Message:
Sent: 09-15-2025 09:44 PM
From: David Laureys
Subject: helpdesk documentation

I wanted to check what everyone is doing here to provide documentation to the helpdesk and if anyone is using IT boost for this.

We were told only IT glue is an allowed product, which seems very strange. So I thought I would check here if anyone else has different solutions or workarounds for this.

------------------------------
David Laureys
MSP Technical Lead
integraONE
------------------------------

We need to ability to upload documents that are not knowledge base articles.
For example, pictures taken during site visits, Network Detective Reports, Config Files, Floorplans, ...

An option to generate a temp password and email it to a user, which does not need to be saved, or can be saved temporarily and auto-destroyed after x days.

Hello All,

I'm Rupam Datta, a Product Manager who is leading ITBoost and Documentation initiatives at ASIO

In line with our leadership's strategic direction, we are no longer pursuing new feature enhancements within the standalone ITBoost platform. Our development efforts are now concentrated on ASIO, where we are building a robust documentation module from the ground up.
That said, if you encounter any existing bugs or issues affecting functionality in ITBoost, please feel free to report them. We will evaluate these based on severity, business impact, and urgency, and aim to address them within our current capacity.
To help us better serve your needs in ASIO, it would be extremely helpful if you could share a list of desired enhancements. This will allow us to consider incorporating them into the new Knowledgebase module, ensuring your requirements are addressed in the upcoming solution.
We're targeting the release of the newly built Password and Knowledgebase modules in the first half of 2026. An Early Access program for these modules is planned to begin by the end of 2025.

------------------------------
Rupam Datta
Product Manager
ConnectWise

Original Message:
Sent: 10-24-2025 01:43 PM
From: Kim Gatto
Subject: helpdesk documentation

We just implemented IT Boost. We were using MyGlue but we decided to go with IT Boost. There is so much more that you can do with IT Boost. I am just starting to get my hands on the software to get a better understanding of it.

------------------------------
Kim Gatto
IT Business Analyst
RWAM Insurance Administrators Inc.

Original Message:
Sent: 09-15-2025 09:44 PM
From: David Laureys
Subject: helpdesk documentation

I wanted to check what everyone is doing here to provide documentation to the helpdesk and if anyone is using IT boost for this.

We were told only IT glue is an allowed product, which seems very strange. So I thought I would check here if anyone else has different solutions or workarounds for this.

------------------------------
David Laureys
MSP Technical Lead
integraONE
------------------------------