IT Glue Automation: Connect Your Documentation
to Every Ticket
Your IT Glue docs, finally getting used. Deliver, improve, and AI-ready your library.
15-min sync · Flexible Articles, Documents, Configurations · first resolution in under 10 min
ticket: Printer mapping failing after GPO update at Helios Systems
RESOLUTION · HIGH CONFIDENCE
- Run
gpresult /rto verify GPO is applying to the correct OU [IT Glue: SOP-GPO-014] - Check print server
HELIOS-PS01spooler service status [IT Glue Config: HELIOS-PRINT] - Confirm shared printer path
\\HELIOS-PS01\Floor2-HP[IT Glue Config: HELIOS-PRINT] - Run
gpupdate /forceand re-test [IT Glue: SOP-GPO-014]
Sources: 1 Flexible Article, 1 Configuration record · Helios Systems scope
You're paying for IT Glue. Your techs still Slack the senior engineer.
You spend $29-45/user/month on IT Glue. Your documentation discipline is real. But IT Glue's native ticket integration links docs as references, not steps. Your techs still have to open, read, interpret, and switch back. The library exists. The delivery is broken.
20%
of daily MSP productivity is already burning on information searching. The same library you've been paying IT Glue to organize.
Add the $6→$35+ jump every time an L1 escalates, and the cost compounds per ticket, per tech, per day.
Source: IT Glue / KaseyaThe bigger picture on why broken knowledge delivery costs IT teams hours a day: why ResolvCmd exists →
pairs with
Resolve
Zendesk + IT Glue Integration: Your Docs in Every Ticket
ResolvCmd reads the ticket, matches against your IT Glue Flexible Articles and configuration data, and delivers a structured resolution with source citations. Beyond ticket linking: steps to follow, not articles to read. Works inside Zendesk, ConnectWise, and beyond.
What you get
Flexible Articles, Documents, and Configurations all indexed
Numbered steps with [Source] citations back to specific IT Glue records
Confidence levels (HIGH, MEDIUM, LOW) on every resolution
IT Glue Organization metadata preserved on every cited source
Sync every 15 minutes; new and updated articles indexed automatically
How resolution works
1
Ticket opens in your helpdesk
ResolvCmd reads subject, description, and context tags
2
IT Glue corpus matched against ticket context
Articles, documents, configurations, all org-scoped
3
Structured resolution surfaces in the ticket
Numbered steps, source-cited, ready to apply
Where your IT Glue docs show up
One IT Glue corpus. Every ticket surface.
ResolvCmd reads from IT Glue once, then delivers resolutions wherever your team works. The same Flexible Article surfaces in Zendesk, ConnectWise, the web app, and (soon) Teams.
LIVE Zendesk Sidebar
IT Glue resolutions inside Zendesk's ticket sidebar.
LIVE ConnectWise Pod
IT Glue resolutions in the ConnectWise PSA ticket pane.
rc>
LIVEWeb App
Direct query interface at my.resolvcmd.com.
Microsoft Teams
SOONTeams Bot
Capture the IT questions that never reach a ticket. Q2 2026.
Studio
Make Your IT Glue Library Searchable
Every resolution your team runs emits signal: which Flexible Articles were cited, which queries returned LOW confidence, which topics had no matching documentation, which Configurations are out of date. Knowledge Studio reads that signal and tells you exactly which IT Glue records need attention.
IT Glue documentation gap analysis
Topics your team asks about but your IT Glue corpus can't answer. Studio shows you which gaps to close first, ranked by frequency and impact.
Stale Flexible Article detection
Articles whose related Configurations have changed more recently than the docs themselves. Studio flags drift before it costs you a ticket.
Make IT Glue useful
The IT Glue ROI problem in one phrase: thorough docs, low utilization. Studio surfaces the articles your team never finds, the duplicates that confuse search, and the Configurations that need linking.
IT Glue API automation
Programmatic access for technical buyers running PowerShell or Rewst workflows against IT Glue. Pair ResolvCmd's gap detection with your existing IT Glue automation.
Knowledge Health: IT Glue
Coverage score
71/100
17 missing topics
Asked but never answered from IT Glue
12 stale Flexible Articles
Related Configurations changed more recently
5 conflicting articles
Same procedure, different steps
31 paragraph-shaped articles
Should be step-shaped for AI accuracy
Weakest organizations
Helios Systems
8 gaps
Arcturus Holdings
5 gaps
Kepler Dynamics
4 gaps
Use cases
IT Glue in your stack
- IT Glue + Zendesk
- Connect IT Glue to Zendesk without native integration. Source-cited steps in the sidebar.
- IT Glue + ConnectWise
- Beyond ticket linking. Steps in the ConnectWise pod, not just article references.
- IT Glue + Hudu
- Run both. ResolvCmd searches across IT Glue and Hudu and cites the most relevant source.
- IT Glue API automation
- Pair ResolvCmd's gap detection with your existing Rewst or PowerShell IT Glue workflows.
- Make IT Glue useful
- High utilization. Source-cited steps inside every ticket. Activate the docs you've already paid for.
- IT Glue for MSPs
- Multi-org IT Glue corpus across all your clients, junior-tech onboarding from day one.
Your data stays yours
How ResolvCmd handles IT Glue data
- Per-tenant isolation
- Your IT Glue data is never mixed with another customer's. Every query, every resolution, every signal stays inside your tenant.
- No cross-customer training
- Your IT Glue Flexible Articles are not used to train models. Embeddings are stored in your tenant's index only.
- Read-only by default
- ResolvCmd reads from IT Glue. It does not write back to IT Glue without explicit team approval through Studio.
- Delete anytime
- Disconnect the integration and your IT Glue data is removed from the index immediately. No retention.
Frequently asked questions
What is IT Glue automation with ResolvCmd?
IT Glue automation with ResolvCmd means your Flexible Articles, Documents, and configuration data are read by an AI resolution engine and delivered as structured, source-cited ticket resolutions inside Zendesk, ConnectWise, and other ticketing systems.
How does ResolvCmd connect to IT Glue?
Via the IT Glue REST API. You provide your subdomain and an API key with read access. ResolvCmd then syncs your Flexible Articles, Documents, and Configurations every 15 minutes.
What IT Glue content does ResolvCmd sync?
Three types: Flexible Articles (SOPs, guides, procedures), Documents (PDFs, uploaded files, vendor docs), and Passwords and Configurations (client-specific settings and environment data). You choose which content types to sync.
How does this differ from IT Glue's native ticket integration?
IT Glue's native integrations link docs to tickets as references. Your tech still opens the doc, reads it, and figures out the steps. ResolvCmd reads the ticket, matches against your IT Glue knowledge, and delivers structured step-by-step resolutions with source citations directly inside the ticket.
How does ResolvCmd improve IT Glue documentation over time?
Every resolution emits signal: which articles were cited, which queries returned LOW confidence, which topics had no matching documentation. Knowledge Studio surfaces these gaps and proposes specific improvements to your IT Glue corpus.
How do I make my IT Glue docs AI-ready?
AI-readiness depends on six signals: step-shape, currency, consistency, coverage, source attribution, and type clarity. ResolvCmd scores your IT Glue corpus against each signal and tells you which Flexible Articles are dragging accuracy down.
Can I use IT Glue alongside other knowledge sources?
Yes. Connect IT Glue alongside Hudu, Google Drive, Confluence, and direct document uploads. The resolution engine searches across all connected sources and cites the most relevant documentation.
Does ResolvCmd store copies of my IT Glue data?
ResolvCmd processes and indexes the text content of your IT Glue Flexible Articles, Documents, and Configurations for search and matching. Your originals stay in IT Glue and remain authoritative. We store a tenant-isolated embedding index inside ResolvCmd, never copies of the source files.
Can I remove my IT Glue data from ResolvCmd at any time?
Yes. Disconnect the IT Glue integration from the ResolvCmd dashboard and your indexed IT Glue content is removed immediately. No retention period. You can also revoke the IT Glue API key at any time, and the index drops on the next sync.
Is my IT Glue data used to train AI models?
No. Your IT Glue content is never used to train shared models that other ResolvCmd customers benefit from. Embeddings are tenant-isolated. Industry benchmarks in the Knowledge Insights tier use anonymized aggregates only, never your raw content.
Who can access my IT Glue data inside ResolvCmd?
Only your tenant's authorized users. ResolvCmd staff have no routine access to customer data; production access is tightly restricted, audited, and used only for incident response with your authorization. SOC 2 attestation is in progress.
Your IT Glue docs, finally working on every ticket
Connect IT Glue. Get your first resolution in under 10 minutes.