Allen Edwards
Welcome to the it documentation users group webinar. We’ve been numbering them based on year and month. So this is 20 2002. We have a special treat this time around, we have it glue with us in person today, actually worked on getting them here for many months. Everything plenty lined up. So we’re gonna get them in here pretty quick. So a little bit about it, Doug, we are a Facebook group. For those of you who might have saw the message coming from a different group, our shortcut URL is there. And if you’re on Facebook, you can always tag us or find us with it, Doug, we were formerly it doc Keshishian your references there. And we are for all users of all it documentation systems. It Lucic is quite a popular one, which is why we took the time and effort to seek them out and get them here today. And we really appreciate them being here. Quick history of the group, we were founded by Tracy harden, who is also on the call, I will let her introduce herself and quick history of the group and why she founded it.

Tracy Hardin
Oh, thanks, Alan. Hi, I’m

no picture today because I will be on my phone today I have to do some travel during part of this webinar.

I found I found the group it was originally the it glue users group. And the reason I found the group is because I wanted to talk to other people about how they used it glue. And how the best way is to leverage documentation. And I couldn’t find a lot of resources out there. So I start a Facebook group. I started a Facebook group because I didn’t know what I was doing. And I quickly learned that although it glue is one of those popular platforms, there’s lots of other ways to document and deep down the process is all the same. So through the group open, and it got a rename, Alan came on as a co admin with me. And so now we encourage all kinds of conversations about different platforms. But basically, we all face the same challenges with documentation. I happen to own an MSP here in Lexington, Kentucky. I’ve had it for close to 20 years now. So I’ve been really committed to working hard, documenting my processes. I’ve had been it glue user for about two years now. And it’s made a real difference to me, I’d go on vacation, or I’m sick. You know, everything’s document Well, not everything. Everything’s not always documented. But most everything’s documented and stuff runs on its own, which is my goal. I would think most business owners goal is to having their company run when they’re not around. So it’s been a great experience for me to use it glue. And I’m very happy to see them here today.

Allen Edwards
Very cool. And I’m Alan I own Eureka process. I joined the group because I’ve used documentation systems for quite some time and had some ideas I wanted to Tracy actually hard sold me to help her run this group. I’m so glad that she did. We’ve managed to continue to climb membership. It’s not like it’s a paid for group or even sponsor driven. It’s just a pure group. But more members means more questions, more answers more help to your needs. We do encourage you to keep inviting folks. get them on board. Let them help the community out answer questions. And it’s I think we finally hit critical mass right about over 1000 members are we’re getting questions almost every day in the group to generate some traffic. And I’ve gotten some great responses out of there for all sorts of platforms, not just it glue. A little bit about it glue. They’re going to introduce themselves in just a second. They were founded in 2013. They are quite popular. As you can see by the numbers. I first discovered it glue in 2014. I was running an MSP as a service manager. My job was to increase your operational maturity level. And we knew the documentation was king. At the time it glues seemed like the front runner for places to go. And so we chose that and we implemented it. And since then, in our consulting company, we can process we’ve actually helped over a dozen other clients implement it glue and find best practices to actually get it adopted in us. So without further ado, I’m going to turn this over to it glue and hope that our transition goes smoothly for screen sharing.

There we go.

Unknown Speaker
Yes, sir. All right. So you’ve got a you know, you see a little bubble that says Anya speaking, but this is actually Hanson from mighty glue. Thank you, Alan. We know that you love documentation. So we love you to everyone. Thanks for sparing us your time today to hear what we think about documentation. You know whether you’re a new partner with us or you’ve never heard of it, glue. Hopefully you understand that by the end of this webinar that we too love documentation and we’re going to talk about About documentation today. For today’s webinar, we’re going to be sharing why we love documentation. And we’re going to provide a brief intro to the products that we believe fit that type of culture, you know. So documentation is a practice, we believe it’s also a culture, move on. So that you get to know the voices behind what’s presented today. Here we are. My name is Hanson and I am joined today by my colleague Anya. She’s, she’s waving her hands you can’t see right now. But she’s really excited to meet you all as well. The two of us are a part of the it glue product team, which means that within the it glue family of products, we’re really interested in helping translate user pains within documentation into the roadmaps for our various pieces of software, which we’ll get into today. Let’s continue. A little bit about it glue Allen did already present a little bit about us on can see a notice slide here. We’re various, we have various offices around the world with most of our operations based in Vancouver, Canada, Miami, Florida, and Dublin, Ireland. So it doesn’t really matter where you are, there’s generally a good time to talk to us because we’re covered in a few different time zones. We use the term partners, as you can see there over 8500, we use the term partners to refer to our customers, because in our business specifically, our customers really are the voice of what users need in a documentation platform. Hence the usage partnership or partner for short. We are also present in the community, especially the thought leadership space. You can see on this slide blue X’s kind of where we preach all of the different tracks that msps can partake in. We talked about marketing content, we talked about technician content, we talk about business content as well to drive scalability and an overall help push the MSP market into higher revenue and higher scalability. This week, sorry, this year, we’ve got Guy Kawasaki as our keynote speaker. And if you want to learn more, you can just hit up Lu x.co. Alright, so let’s talk about documentation. At it glue, we believe that documentation is a standard of something that structured and centralized. For our partners specifically, we know msps were small to medium businesses serve a variety of clients. So having documentation scattered across places like Microsoft Word, wiki, SharePoint, or even various sheets of paper is inherently painful. Why is it painful? You know, as Cindy alluded to earlier this morning, sorry, Tracy alluded to this morning, if somebody goes on vacation or just disappears from the office, a lot of information just gets lost, and that produces waste. The classic example of pain that we hear is finding out which clients are using software from a particular vendor. This is a piece of information that pertains to describing a client but it’s not really something that you create a specific document for unless he loves updating the same information in multiple places. So at glue, we we do truly believe that documentation is something that’s structured and centralized. And we have a goal of guaranteeing that anyone in your organization can access the same type of data, understand the same context, whoever they are, wherever they are, anytime they are pulling information about a client, we believe this provides value in the form of operational efficiency. And you know, as like, as we describe it a below the line product, we believe that more operational efficiency makes sense for a service desk manager and for improving the bottom line of an MSP. You know, so a little bit more about the ITT product. We are a company named it glue. And to make things really awkward, we have a product called it so sometimes people have to be specific about what they’re referring to when they say it glue. We’ll get back into that later. We really care about integrating with the technology stack that an MSP is already using.

Unknown Speaker
In our research, we find that a lot of them is to use a PSA, professional services automation or an RMM remote monitoring and management tools in their technology stack. And we understand that automation is a key component of ensuring service desk workers have the most up to date information in a single pane of glass. That’s why we integrate with a variety of the hottest players in the space we integrate with Cassia products we integrate with connectwise products autotask products, you name it. Things we consider really important to keep up to date include warranty information. Domain expiring network connectivity, last login activity. Such integrations are necessary for our products so that we can improve the onboarding experience because we know that in many software adoption phases, sending out data in new software is pretty painful. So it glue does its best to ease the pain of onboarding. And we can talk all about how data is managed in it glue. Which leads us to our next slide, what actually goes into it glue, generally, all these things on this list prepared by our marketing team. But outside of automatic documentation, we understand that there will always be client specific procedures and shared passwords that require some manual input to translate the data inside a person’s head into a shared repository. Again, this goes back to the concept of you know, somebody’s going on vacation or disappearing. Having information stored in a central repository alleviates the pain caused and reduces the amount of transition needed when somebody does need to be away from the daily operations of a service desk. The classic scenario that we want to suggest to document into it glue is anything that pertains to Hey, has anyone seen this type of ticket before? That’s what one of my favorite things to ask our partners at events?

Allen Edwards
A statement that I spoke to somebody?

Unknown Speaker
Oh, yes. So this is a big question like why do we document it glue as a business understands the practice of documentation. within our own business, we only have a few offices in Vancouver, Miami and Dublin. But the value of documentation is truly impactful. As we add people to our organization and scale our business to play nice with other products. We value documentation so that it can provide more insight for all of our new employees so that they can get up to speed, provide proper handoff of equipment and help manage our inventory. You know, you know, for the people on the call, here’s some fun inside information. It glue lives within the Cassia family of products. And it glue is actually been cited as an example of a highly functioning business. And I’m personally convinced this because of our bias for documentation. Within documentation, we believe there are three pillars you know, some people out there in the world think that documentation means having a document written for everything. But the reality is, it’s kind of like the culture you you have your procedural things where you know, you reset an Active Directory password, you have the right structures, so that anybody viewing some documentation gets the same understanding and concept from from the information that’s presented, and you have building blocks, you know, when you have a managed asset, you have a pertaining contract of interest, or a person who submits the support ticket. These are the pieces that go together, as unlike a relational, I guess, Association, where you know, you piece together documentation to understand the underlying problem that’s presented in a support ticket or phone call. And that’s the type of culture that we try to employ in it glue. Yeah, and speaking more to the relation of documentation, you know, we really care about documents, we really care about slps, we care about the applications that msps will manage, and we care about the services that are provided by the MSP. We believe that the consistency and structure of all this put together is really important to make documentation easy and fun. You know, we have this mantra that we want to reduce waste is not just like wasteful documentation or wasteful practices, it’s like it’s time time tends to be equatable to money in this world. And we believe that reducing time waste is really critical to ensuring that your business is highly functioning. Um, we do have a waste calculator on our website, here’s a small plug. If you hit up, it glue.com slash waste. This will kind of give you a added glance feeling of how much time you could be saving with a product like it glue. All right. And yeah, just jumping into the benefits of it glue a little bit more. You know, it kind of says here on the slide itself. We care about the structure of documentation, we want it to be consistent. We want it to be accessible and we want it to fit well with your processes. Um, you know, this is really just high level it glue stuff at this point, but you know, we have a mobile lab, we have a Chrome extension. We care about the technician, the technician, we hear goes on site visits to troubleshoot issues, we hear this technician follows procedures to successfully deploy network upgrades. And with it glue, we centralize all this information so that when one person performs a task, that same person gets the activity translated into a format that’s easy for other people to read in the company. And, you know, you have to have a hidden benefits of it glue, you know, the stuff you can’t see documentation ties into almost every aspect of your business. You know, we’re talking about technicians and service desk workers, but documentation really pertains to the people like human resources or marketing, or even general managers or CEOs, you know, new employee onboarding, or the classic example here or even employee off boardings, having something documented saves somebody the time to find out the process themselves and frees them from that burden.

Unknown Speaker
You know, and you know, just to talk in the last point here with QB, ours, one thing that we identified a couple years ago with msps, is that MSP is wanting to justify their services to some clients that allegedly we’re not hearing about them. And I think this kind of goes to how the MSP space is evolving. You know, we used to have break fix type of msps, we used to kind of just charge people based on how much they talk to us. And what we’re finding is that the msps, that don’t talk to their clients as often, but proactively managed their assets and proactively guide the deployment of assets to these clients do tend to perform really well. And so QB RS have kind of risen up in the industry. And you know, we’re always listening to what’s happening. And we’re trying to build the right features to fit the industry. So, you know, if you’re looking at it glue, you’re wondering, Well, how do I adopt it, who’s going to actually enter the information? You know, we’ve already talked about automatic sinking of data. But really, you know, we believe documentation is like a culture in the company, at the it glue business itself. Whenever I need to find something, or whenever somebody else wants to find something, I do my best just to give them a link to a document so that I don’t actually have to explain anything. And then hopefully, over time, they understand that, Okay, I need to document this thing. So that next time I’m asked for help, I can easily point to some password record in it glue or point to a checklist that’s always followed when we launch a new feature. And, you know, documentation is the culture. And that’s kind of the mantra that we do our best to push. And, you know, hopefully the people on this call don’t need that type of convincing. Ah, we’re getting to the end of the it glue portion. You know, we love developers. If you guys know, any react developers or rails developers in Vancouver, please send them our way. But, uh, we love developers in general, we are a very open platform. We partner with a lot of the big players in the space so that we can all collectively help MSP users do their jobs and improve their efficiencies. We have a GitHub page for it glue, and we are pretty active in the Chrome extension community. Yeah, you know, as as a business, we do love developers, and we do our best to help everyone succeed using our API’s. And one more thing about security, security has been a pretty hot topic for 2019. So one thing that we love reminding everybody is that when we’re building features, we’re thinking about how this is feature pertain to the security practices of today. You know, if we start from the top right, SSO stands for single sign on, you know, passwords are actually getting pretty hard to remember. So, you know, lots of identity providers are popping up in the space. And you know, we want to keep up with technology today. We care about audit logs, we care about multi factor authentication. We care about sock to compliance, sock two, type two, actually, here’s a here’s a good point. We’re the only documentation product in the entire space that has a sock two type two compliance. And you know, it’s, you know, anyone can just talk about compliance but for us what that means is anybody who enters our premises or act or is in danger of accessing some data, like we track it all. We follow and ploy very stringent processes to ensure that data is protected within our company. And, you know, we do this because we can care about the privacy of our users and what they’re doing in it glue. I can’t speak for other products. But I’m really happy that I work at a company that values this kind of privacy a lot. For user permissions, we do care about that. Users who need to know information shouldn’t be given this information on an as needed basis, you know, you don’t want somebody invading your company. And just running off with all your secrets, we do have more reports that kind of cover what a person knows when they leave the company. But you know, user permissions are kind of like our gateway into accessing data and it glue. And just a couple days ago, I’m checking my watch on Tuesday, after Presidents Day We launched our vault feature. For anyone who is really interested about security vault is a host proof hosting solution. What that means exactly is that passwords in icy glue are decrypted exclusively on your machine. And that kind of decryption is controlled by a passphrase that only you the user knows.

Unknown Speaker
Like, you know, the marketing people just want me to say that this is the best security solution on the market for documentation products. And you know, from a more technical side, what this means is that even if nefarious hackers were to gain access to it glue, there’s actually no way for them to break open your passwords unless like they’re holding you the user at gunpoint and standing with you at your machine. It’s just another layer of security. And it kind of stands in line with what we believe in documentation. It has to be secure, and it has to be usable for the user. Anyway, I’m running out of my time here, but we do have some more fun stuff to talk about in my glue and network loop are two other umbrella products. So I’m going to stop talking and I’m going to turn it over to my partner here, Anya.

Unknown Speaker
Thank you. I actually wanted to add on on some of their hats and so on talk is that here at glue we actually use at glue for our internal documentation. And I remember when I first joined it glue, everyone, like I asked for the information and everyone was constantly sending me either 80 links or said both way to find information. So basically, now I would the first thing I do is actually searching for information in a table before I go and ask anyone, so just to build on a culture of it. But I would like to talk about some products in it portfolio, that also can boost your efficiency and your clients efficiency too. So um, we have in our portfolio, a portfolio of products, we have my goal, that is an application that helps small businesses increase their efficiency and secure their passwords. So you as a partner will deploy my glue to your clients. So Michael is a feature rich platform, and it can be used in multiple ways. Our partners top use cases for white glue deployment, our internal documentation, collaborate collaboration and password management. So I’d like to go over each use case and see it in more details. So studies show that not only MSP providers waste time looking for information, but your clients too. So like little will help your clients create their own internal slps flexible assets or any other internal documentation similar to how msps do it in it. And to be honest, my goal will be as powerful for them as it is for you. In addition, you can set up a library of slps and how to documents that you might lose so that your clients can self serve some simple routine, things like troubleshooting and printer or how to configure work email on their mobile phones. This way, all of their internal and it documentation will be stored in my place. And what is amazing about it is that it will save for both your clients and your time. So I’m prepared just a small screenshot. It basically shows how it glue interface looks like. You can see it has some core assets and flexible essence documents are documented on the left side pane. And if you see how my glue interface looks like it’s actually really similar. So you can decide to based on your business goals. We ship core assets you want to share with your clients and what do you want them to do? Document within Michel. So again, they can deploy it either for their internal documentation or for password management, or for any other use case they would like to use it for. So another use case is collaboration. And you as our partner already have all of the IT environment documented for your clients. So why do you want, why don’t you want to just share it with them to showcase your value. Many of our partners are using my goal to share what they have already documented at glue with their clients. And typically with an in house tech or with key stakeholders, such as executives or office managers. Um, I think the more your clients collaborate by providing you with up to date information, and the more they reference my blue for their documentation, the more time you will see that you will become more profitable. So beyond securing your data that is stored in it glue, you can also use it in order to secure your clients data. After we spoke with me, or huge, some of the biggest challenges about

Unknown Speaker
our partners experienced were employees storing their passwords using the preferred tool rather than a company wide approved solution. So with this, you lose the control and visibility into your clients password management strategy, you gain no revenue, and you definitely provide no value to them, because you can support them with a still. And Michael, it gives you a way to offer a centralized platform for your clients to store their passwords. This way, your clients always have access to their passwords, including when an employee leaves, and also his security, password sharing. With password folders, you can organize passwords at your best convenience. And within that my blue is actually a win win for both you and your clients. Having my glue in your toolbox not only gives you the opportunity to act as a trusted adviser, and provide value add to your customers. But it also creates a revenue opportunity for you when you offer it as a part of your security as a service. So we actually know how hard it is to sell any additional tools or services to your clients. That’s why we also took care to care about this. So we can leave you alone, and we do our best to help you reach my goal. So in our anti glare Academy, you can find my blue deployment guide that was introduced, I think a couple of months ago. So it will help you to find everything that you need to know to effectively deploy and effectively provide onboarding and ongoing support to your clients. We actually have designed this course in at Blue Academy to ensure that your clients are getting the most out of Michael, and they are comfortable. In addition, you know that we are part of a Cassia family. So you can also get access to my blue sales enablement materials inside the Cassia poverty powered services. And so those Cassia powered services amounted to help you in the areas of sales and marketing. Because we know that this is one of the struggles that our partners have. And it will help you be more businesses. As an IT global partner, not only will you get free access to the Mitel sales enablement, but also you will get some additional marketing materials such as marketing playbook, or some Cybersecurity Awareness campaign playbook, for example. So it has actually a lot of different materials, not only related to password management, but also to security and it will help you design your services the way you you want. So again, as Hanson mentioned, like we want to document as much as possible. And we know that onboarding new users for keeping documentation up to date is a key challenge. And in addition to just document information, we want to do it in as automated way as possible. That’s why we have One more product in our IP portfolio, which is called network load. So what network load does it First of all, it automates network discovery. So you no longer have to do sidewalks. And actually, it has a very intuitive design. So it will require just two minutes of your time to set up a collector remotely for your clients. And he will do all of the work, it will collect it collects the entire the entire network within just a half an hour maybe. So it also automates a documentation straight into it glue. So all the documentation that was collected will go straight into it glue and will be tied to your already existing documentation. And what is more important is constantly updated. So it provides an up to date, you have your clients networks by automatically generating network topology map, giving you daily updates for your configurations as well as for your network topology.

Unknown Speaker
So if you think about it, it is right it can consume your precious time when you onboard a new client. And you will find that most of your time is spent on network assessment. So potentially, again, going on a site full network discovery, and creating a topology and to devise documentation, potentially even in another tool that is not it glow. So what’s cool about that for glow is that it automates all of this right inside it glue. And from our research, it usually saves three to five hours of your time per client. data that is collected by network glue not only helps you discover your network devices and their hierarchy within the network infrastructure, but it also helps you to enrich already existing documentation with additional information. example is we have an active directory information that if you just enter your login credentials, it will bring up Active Directory into information onto your existing configurations. And to the devices that are discovered by network glue, they will be matched to configuration items that come from your any favorite PSA or RMM tool, you know, your active load is the best is the platform that has the most amount of integrations out there. And it will match those configurations by MAC address. Um, many of our partners really enjoy using the network diagram. And they do it not only to understand the network topology itself, and on this slide, you can see how it will look like. But also they use it as a launch pad to dive into their documentation within it flow. So if you see here, you just click on one device. And on the side pane, you already see all of the information about this device. So you don’t need to go straight into the configuration for this device. In addition, with network glue, your technicians no longer have to be in those stressful situation while working in a server room and working with a switch that has a lot of cables that all of them are super messy, and you have no idea what device is connected to what. So network glue will help you to discover like automatically discovers which ports and all the devices that are connected to those switch ports. And finally, if your appliance network is too happy, and it has hundreds of devices, you can filter network topology noise either by grouping on the endpoint by device type, or you can use a search that is on the left of where you can find your particular device on the topology map that will 14 that is pertained to the current ticket booked us this way you will filter and noise and will it will help you to focus on this specific device. Okay, so this is it from my side. I think Hanson will take it over.

Unknown Speaker
Thank you. Yeah. Hey guys. Hanson here again. You know, as we wrap up our webinar, you know, we’re going to, you know, advertise a little bit about why we exist as a company. It glue really cares about connecting technology to the everyday MSP technicians so that MSP technicians and business owners can improve their operational efficiency. I know we keep using the word efficiency and time waste but the reality is we really do care about these things and understand, you know, we see The results for ourselves in our business. So you know, we’ve got a slide here that talks about our 2020 Global MSP benchmark report every single year, we need to understand the new needs of our users and understand where the industry is going. So we send an email blast to all of our partners and even those who are not yet partners, just to get their pulse on what’s happening in the industry, what tools are using, what’s what they think is coming next. It’s free to submit your, uh, your own survey submission. And then the payback is that once we compile all the results, we just we send it all back to everybody. It’s all collected anonymously. If you’re interested in participating in this benchmark report, we’ll provide some contact information after this webinar, or you can just email me at h do at it. glue.com. And yeah, right. Before we move on to the q&a, our friends on the glue crew asked that I pitched this documentation audit. If you’re an IT glue user, it’s really easy to perform this documentation audit. But for those who are not yet it glue partners, we are more than happy to take a look at what kind of things you’re documenting today, what things could be better documented, and even give you a taste of what it glue documentation is like, if this is something that pertains to you, you can simply visit this it glue.com slash doc audit link, and we will be more than happy to connect you with somebody on the glue crew. And with that, that’s, that’s all we got. Alan, do we have any questions from our audience today?

Allen Edwards
Oh, we have several from several places. I I’m just gonna go in reverse order, because it’s easy to scroll back up. Is there or whether

Unknown Speaker
this is not not embarrassing at all, but I yes, we can hear you please talk, sir.

Allen Edwards
Yeah. Will there? Or is there the ability to send encrypted passwords to a contact?

Unknown Speaker
And today’s it glue, we would recommend that you invite that contact It was a light user and have them access the password from within it glue. Um, you know, we do talk about encryption here. We talked about the vault feature earlier. You know, in some cases, when I’m listening to that question, it sounds like what somebody wants to do is view a password in it glue, click share or click Send and have that be encrypted, encrypted lease sent to the contact in person. However, we believe it was just better encrypted in its own platform, especially with their host group hosting solution. That doesn’t mean that this is not invalid, I would totally invite the pain points to be contributed to our idea portal. If you’re in the typical web application and click on suggest a feature. It’s pretty painless, painless to submit a new idea. I’m happy to share that way today, though.

Allen Edwards
Thank you very much. I think we all care about what it can do. And features are important. I will say the IT group has been used several times to promote a big request to see if others are missing it as well, to add their boat to the topic. I am and by the way, I did talk with Hanson before this meeting, and I and I did say I’m I’m comfortable asking uncomfortable questions. So we’re all aware that no product is perfect. So if I asked about anything that’s not quite right or buggy, it’s just for all of us to learn and get better. Brooke reports that whenever you’re missing a required field, I assume this isn’t a flexible asset. And then you try to save it, it causes all the data in your form to be lost. Have you seen that before? Or have a way to address that? And Brooke, you’re welcome to unmute and clarify what I’m translating your text to say. All right, am I hearing anything from anybody? So I will ask an additional question and see how that goes. When will the vault be made available? And is there an extra cost?

Unknown Speaker
Alright, so it sounds like the question was about vault and was there an extra cost? The answer to that is no. The Vault is available to every ijebu partner as of Tuesday,

Allen Edwards
last Tuesday.

Unknown Speaker
Let me check my watch Tuesday the 18th

Allen Edwards
In the past, it’s available now,

Unknown Speaker
it’s available now,

Allen Edwards
I already see that

Unknown Speaker
it needs to be enabled by an administrator. So you simply log into your it glue account, go to your account settings, there is a new vault tab there, where you can enable the vault and we could talk about the technology involved. But the the short and sweet version is you set your passphrase for the first time, and you can enable the vault for your entire it glue account.

Allen Edwards
Got it? I know, in another forum, I saw a security expert, that I trust his advice, he was extremely happy to see vault. And was, and he was saying it’s good technology. So that’s a good sign to hear.

Unknown Speaker
It was it right?

Allen Edwards
Is it was? Oh,

Unknown Speaker
Brian semrau. Yeah, we actually consulted with Brian, in the last few months to talk about the volt technology. Yeah, if we, if anyone wants to get into a conversation about secret keys, or pass phrases or vault access keys, like you know, just send me an email, it’s really a loaded question to talk about on a webinar. But if you know, you want to whiteboard it up, you know, hit me up at hdyo at it glue.com. Sounds good. Brooke, could

Allen Edwards
you ask your questions? So I get the details, right.

Unknown Speaker
These are from I manage several service departments. And so these are questions I asked different texts, if you have anything you want me to ask, just shoot them out there. Um, apparently, when we are filling in required fields, and then you try to save it, it will not save it and all of the data you’ve entered becomes lost. They would like the required fields to some way to make those more obvious that they’re required. So that that doesn’t happen in the future.

Unknown Speaker
Yeah, so Hansen here, again, not sure when this bug started, but we are working on fixing it, it’s been a little bit hairy, because we, again, are always looking for developers and Vancouver. If you don’t need reactor rails developers send them our way. It’s going to be fixed in the near future. It’s on our very short term roadmap. All right, um, the

Unknown Speaker
other one that I have is, we are having some issues across the board searching. I have everybody making slps at various client locations and trying to search sometimes for these slps is, it’s like finding a needle in a haystack. Um, Is there ever going to be able to a way to enter some sort of metadata so that it’s, we can enter various tags or whatnot to search for documents that way?

Unknown Speaker
Yeah, thank you for the search question. You mean, like my personal take on searches that if we’re entering additional metadata to find what we’re looking for, it kind of solves for the symptoms of a problem, not necessarily the core problem of, of searching. You know, what we end up building to fix that issue, though, is still up for debate, you know, where you’re talking to a few partners to understand what they’re searching for what they’re getting as results? If, if I can connect with the person who asked that question. You know, I love it. I for sending a chat.

Unknown Speaker
Yeah, that would be me, because I have you, as well as everybody else is an ongoing thing and depends on what you name, the SLP. Name, the title of the document. And when you’re looking for slps to solve technical issues, it’s, it can be rough.

Allen Edwards
We know where Brooke works, so we can find her to follow up. And I will add that in this group, and in these webinars in the past, we have also talked about how we structure our documentation to help with finding things. However, you still end up with a basic search. Let’s use QPR, for example. Some people call it QPR, some call it SP Rs, and also heard TP RS or spell out quarterly business reviews. And depending on what’s in the body of your document, what’s in the title, you may or may not find those ever. And so I have frequently just taken to adding stuff to the end of the title for tags, but that’s not always practical.

Unknown Speaker
Yeah, I mean, naming is important. You know, when we as we improve our search feature, it’s going to try to appease the most users that you know, have a structured documentation system. I can’t say when it’s going to be done or when we can start it, but it is something at the top of our list to investigate. Very cool.

Allen Edwards
A another great question came up, and I’m gonna ask it two ways. Well, will we ever have the option to back up our it glue data? And my follow up question to that is or the ability to export or even export templates to share.

Unknown Speaker
So for the first question of Will we ever be able to export backups of it glue? The way I understand this question is that right now if we want to export a bunch of things from it glue, it’s kind of a manual process to go into the account, export Click account, export entire account wait the one or two hours depending on how large your account is, and then go back and download the zip file at the end. How we plan to tackle this is we will continue to collect feedback on, you know, are we going to just build this option so that users can do it? Or is there another underlying problem? Like maybe the real problem is the trust and the it glue uptime? You know, we have this 99% uptime, but it might be that’s not good enough for users. So, you know, we’re going to investigate. I know that’s kind of a cop out answer.

Allen Edwards
Yeah, I mean, you know what field we’re all in. And we have our and we are capable of backing up, you know, 18 terabyte servers, the secondary locations, we care about a data and keep in mind that it glues, uptime is not the only only issue, we might even have our own uptime. Internally, we want to get to our data, or just the comfort level knowing that if anything were to ever happen, we’re protected that can go a long way toward trusting a vendor.

Unknown Speaker
Yeah, I would say the answer today is please continue contributing to that idea and the idea portal. And please continue exploiting your data at regular intervals. And it do

Allen Edwards
that, and Dan sums it up best trust, but verify.

Unknown Speaker
Great, great proverb there.

Allen Edwards
Right. He also mentions a another cool, I guess this is a feature request, a table of contents that’s automatically generated. I know, we have linkages, which are great for following it. I know we have folder structure, which hopefully is well documented. But just having a visual generated for us would be amazing, since the data is already there.

Unknown Speaker
Yeah, so I love the document editor. And it Lou, I understand that a table of contents would save a lot of time, especially if you have very long slps. You know, we’re kind of at a crossroads with how we handle traditional documents, as some people will know, we do support Office Online editor, sorry, it’s called office cloud editor where you can drag and drop docx files, and other office friendly formats into a document list view and just edit it straight from Office Online. I don’t know if that’s the right way of handling this scenario. But you know, we’re going to continue investigating the feedback that we get in the idea portal and determine the best course of action for our users. And, by the way, I

Allen Edwards
love the concept of the Office Online editor, I use it frequently. It’s a little bit of a bummer. That’s only in the enterprise plan. A, and it could definitely be a little smoother in the transition with who has access to Office Online, etc.

Unknown Speaker
Yeah, if it were up to you, Elena, which plans of it glue would you give the office cloud editor to?

Allen Edwards
I feel like having all of you all of those documents in a platform we all know and love such as word? I would just sell your product therefore should be in all of them. Not my not my money, right?

Unknown Speaker
Yeah, I mean, I don’t run the business. I’m just the guy telling you about the features.

Allen Edwards
Right. Another suggestion, and I guess we’re bringing them up here. In case you guys might have some insight into Yes, we’ve seen it coming one day, or what is custom themes or branding instead of myglue.

Unknown Speaker
Yeah, so I can take this one too. We do have a roadmap for myglue. Yeah, actually, to be honest, right now, what we’re seeing in the idea portal, that the thing that users want the most for myglue is single sign on support. I understand. I’ve seen the idea for branding, and you know, having an myglue administrator as like, probably the top two. So you know, it’s it’s great that you bring up a branding support for myglue. But I think what the majority of users have have said to us unless I’m just totally wrong is that they want SSL support for my glue because everyone uses Azure or, or one login or Okta today is Anya

Allen Edwards
and you know that we we do want more than one feature at a time. We want all of them now.

Another comment from one of our users, Dan has been busy out what type of development sites do you have on chromium edge especially for your extensions

and I have no audio from Anya slash Hanson.

Unknown Speaker
Hello, hello, do

Unknown Speaker
you have it now?

Allen Edwards
We do. Yes.

Unknown Speaker
Okay. Did you hear my question? No. Okay, sorry. I think our audio is a bit weird. So it’s just a question. Like, for you, Alan, out of the three ideas like editing so SSO to mobile app or allowing editors to manage my glue users like adding or removing Michael users, or my glue renting, which one would you choose to be the most favorite for you?

Allen Edwards
I would honestly abstain myself from this. And I’m reading questions from other folks. Steve, Dan, like Lakota Brook seigneury shoots message in the chat.

Unknown Speaker
Yeah, and just so you know, like, the reason we we ask these questions is because we have to ask ourselves the same questions, too, we have a finite number of developer resources on our team. And we’re trying to balance a strategic vision of our products against what the users are asking for, against the effort it takes to

Allen Edwards
build so alright, so Anya, if you could please give us the three choices, because we were being asked to prioritize the three choices for feature requests.

Unknown Speaker
So do you want me to type them or to like,

Allen Edwards
you can say that you can save them again, there. There was a question from the chat asking you to repeat the question.

Unknown Speaker
Okay. Sorry. So the three the three choices is Mitel. SSO admin, like basically allowing it glue editors to manage myglue users like added like, add or remove my whole users or branding? Which one? would you choose?

Allen Edwards
The branding and migrate? Correct?

Unknown Speaker
Is it still fun?

Unknown Speaker
Notice? Yeah, so

Unknown Speaker
I mean,

Allen Edwards
Brooke, Brooke has said branding. Let’s see what Dan has to say he’s been active. Yeah.

Unknown Speaker
So I actually also wanted to tell you guys a bit about our ideas portal, I know that, like, our customers are frustrated about it. To be honest, our idea portal is really active, which is amazing. We love hearing, like your ideas. And we love the fact that you’re so active, because for certain ideas, they don’t come just from inactive users. But like, just realistically, we can’t build all of them. So we can tell you that our entire product management team is aware about every single idea that is above 100 votes. But as Hanson mentioned, we have to make the tough decisions on which one to prioritize, because, like, in our role, we have 100 ideas, but only one will be the first one. Right. And this is how we like, try to go with our approach. Um, if you look at the history, we do implement ideas, it’s just sometimes to just develop one idea, it can take three, four months, and there is no such issue as like a small idea, to be honest. So we do know every idea we do try to reply to as many of them as possible, you know, where we it’s always like on our reader, we know every single idea that you guys just brought up here. It is just we are slowly moving towards a direction of implementing every single one of them. Outstanding. Well, this small group is definitely put their their arm out or their leg out for branding in myglue is is our favorite feature request to come.

Allen Edwards
We are running out of time. I if you guys have more questions, I encourage you to post them on it, Doug. I’ll even go so far as to say you can actually add Hanson he’s in the group now. And his email addresses now posted in the chat as well. I’ll be working with Hanson to send you guys a follow up email I influenced you register, you can make it today with other contact information as well. So allow me to tell you what’s coming up for it, Doug. before we adjourn, next webinar, we have not set a date yet but we have set the topics we’re ahead of time for James is great. We’re gonna do basically a follow up to Bloomington in January, January was about the hiring and screening process and we put some automation behind that. We’re actually going to talk about the employee onboarding process are great, you found that new candidate, what can you do from the moment they accept the offer? To the point they’re happy and productive at work and wants to be lifelong members of your team? That’ll be coming up in late March so stay tuned to that Lastly, basic kind of information, the it dug URL again, while we will send an email to you guys with the recording, you can always find all the past it articles, invitations and webinars at the URL, wiki process calm and feel free to reach out to me directly at you get at your devices like calm or give me a call. Because I think we still use phones these days, just not as often. Thank you all so much for attending and asking amazing questions. Thank you. Hanson and Anya from ice glue. I know we asked you hard stuff and stuff you couldn’t solve it. But thank you for being great sports and letting us know more about it glue what’s just happened to what’s coming and answer your questions.

Unknown Speaker
Thanks, everyone.

Unknown Speaker
Thank you have the rest of your week,

Allen Edwards
everybody.

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