IT Glue Integration

IT Glue Integration Setup

This guide walks you through setting up the HelpGhost integration with IT Glue. Follow these steps to enable HelpGhost Scholar to access and sync your IT Glue knowledge base.

1. Generate IT Glue API Key

Create an API key for HelpGhost to access your IT Glue documentation:

1. Log into IT Glue as an administrator

2. Navigate to Account → Settings → API Keys

3. Click + New API Key

4. Configure the API key: Name: HelpGhost Description: API access for HelpGhost knowledge base sync

5. Click Generate

6. Copy the generated API key immediately - you won't be able to view it again

2. Enable Password Access (Optional)

If you want HelpGhost to access password documentation:

1. In IT Glue, navigate to Account → Settings → Security

2. Find the API Settings section

3. Toggle on Enable Password Access for API

4. Click Save

3. Configure HelpGhost Platform

1. Log into the HelpGhost platform

2. Navigate to Settings → Integrations

3. Select IT Glue

4. Enter your credentials: IT Glue URL: Your IT Glue instance URL (e.g., yourcompany.itglue.com) API Key: Paste the API key you generated

5. Click Test Connection to verify the integration works

6. Click Save

4. Configure HelpGhost Scholar Data Sources

Set up IT Glue as a data source for your knowledge base:

1. In HelpGhost, navigate to Scholar → Data Sources

2. Click Create Data Source

3. Select IT Glue as the source type

4. Configure the data source: Name: Give it a descriptive name (e.g., "IT Glue KB") Organizations: Select which organizations can access this knowledge Choose "Everyone" to make it available to all customers Select specific organizations to limit access Auto-approve: Toggle on to automatically approve synced content, or leave off to review in Pending

5. Click Save & Sync

5. Select Content to Sync

Choose which IT Glue folders and documentation to sync:

1. In the data source configuration, you'll see a list of available IT Glue folders

2. Select the folders you want to include: Check individual folders for selective syncing Common folders to include: Internal Procedures, Client Documentation, Configuration Guides

3. Choose organization visibility for each folder if needed

4. Click Sync Now to perform the initial sync

6. Verify Sync

Confirm that content is syncing correctly:

1. Navigate to Scholar → Pending Entries (if auto-approve is off)

2. Or go to Scholar → Saved Entries (if auto-approve is on)

3. Verify that IT Glue documentation appears in the list

4. Review a few entries to ensure content formatting looks correct

5. If using Pending, approve entries you want to include in the knowledge base

7. Set Up Live Syncing (Recommended)

Keep your knowledge base up to date automatically:

1. In Scholar → Data Sources, find your IT Glue data source

2. Click Edit

3. Enable Live Syncing

4. Set sync frequency (recommended: every 6-24 hours)

5. Click Save

With live syncing enabled:

• New IT Glue articles will automatically sync to Scholar

• Updates to existing articles will be reflected in Scholar

• Deleted articles will be removed from Scholar

8. Test Knowledge Base Search

Verify that IT Glue content is searchable:

1. Navigate to Scholar → Search

2. Search for a term you know exists in your IT Glue documentation

3. Verify that relevant IT Glue articles appear in search results

4. Open an article to confirm formatting and content accuracy

Content Organization Tips

Best practices for organizing IT Glue content in HelpGhost:

• Use Tenants: Assign IT Glue folders to specific customer organizations for targeted knowledge

• Selective Syncing: Only sync folders relevant to customer-facing support or internal documentation

• Review Before Auto-Approve: Initially sync with auto-approve off to review content quality

• Regular Audits: Periodically review synced content in Scholar to ensure accuracy

Next Steps

After completing the IT Glue integration:

• Set up additional data sources (PSA tickets, Hudu, manual uploads)

• Configure HelpGhost Hero to leverage IT Glue documentation in ticket responses

• Set up HelpGhost Solo to provide customer-facing knowledge from IT Glue

• Train your team on searching Scholar for IT Glue content