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Integrating IT Glue to ServiceAI

Ricky Cecchini
  • Updated

MSPs have typically invested significant time and resources building comprehensive documentation in IT Glue. Rather than starting from scratch, importing these articles immediately enhances ServiceAI's intelligence with your organization's proven procedures, client-specific configurations, and institutional knowledge.

Import Methods

There are two ways to import your IT Glue articles into ServiceAI.

The preferred method is via API, which supports incremental synchronization of your documentation. ServiceAI uses the IT Glue Documents API to fetch only the documents that have changed since the last sync, making subsequent syncs significantly faster than a full export. By default, imports run on demand; nightly syncing is optional and only occurs when enabled. This method requires IT Glue Enterprise. The API will not work with lower-tier plans.

Alternatively, you can import documents via ZIP file. This approach bypasses potential API complexities but requires you to manually re-import documentation whenever you want to capture updates. This approach does not rely on the API and therefore is applicable for any tier of IT Glue.

Follow the steps below to learn how to set up the connection from IT Glue to ServiceAI and start realizing these benefits.

API Approach

Follow the process below to import IT Glue documents via API, which requires an Enterprise-level account of IT Glue. API-based imports use the IT Glue Documents API and are incremental — after the first sync, only documents updated since the last sync are fetched.

Creating an IT Glue API Key

  1. Log in to IT Glue as an administrator
  2. Select the Settings gear in the top navbar
  3. Select the API Keys tab
  4. Click the + button to create a new key
    • Name the key ServiceAI
    • Click the Password Access checkbox
    • Click the Generate API Key button
  5. Once generated, copy the key and store it in a secure location

Connecting the IT Glue API Key into ServiceAI

  1. Log in to ServiceAI and select the Settings gear at the top
  2. In the Overview tab (where you land by default), select + Add Integration
  3. Under the Integration Type, select Articles
  4. Select IT Glue for the Article System
    • Enter the API Key that you generated in a previous step
    • Enter your IT Glue Domain URL
    • Optional: Override the API endpoint. Use for regional endpoints (e.g., https://api.eu.itglue.com) or custom configurations. Leave blank to auto-detect from the domain.
    • Optional (but recommended): Toggle the Enable Nightly Sync option to keep your IT Glue documents in sync
  5. Click the Test Connection button to ensure that ServiceAI has connected successfully to your IT Glue documentation
  6. Select Save Changes to finalize the setup of your IT Glue articles

Your IT Glue articles will now begin to sync over. Depending on the volume of your documents, the initial sync could take anywhere from a few minutes to a few hours. Subsequent syncs are incremental and complete much faster.

API Base URL and Regional Endpoints

The API Base URL is derived automatically from the IT Glue Domain you enter. For example, entering fusetechnology.itglue.com resolves to api.itglue.com; entering an EU-region domain resolves to api.eu.itglue.com. The derivation is based entirely on the IT Glue domain — it is not influenced by which CloudRadial region your ServiceAI portal is hosted in, so an Australian or European partner portal connecting to a US-hosted IT Glue tenant will correctly resolve to the US endpoint, and vice versa.

If you need to override the auto-detected endpoint, fill in the API Base URL field with the correct regional or custom endpoint. Any manual override you enter is persisted across saves — the value you typed remains on subsequent edits of the integration rather than being overwritten by the auto-derived value. This makes cross-region setups (for example, an AU-hosted CloudRadial portal connecting to a US-hosted IT Glue tenant, or a US portal connecting to an EU IT Glue tenant) reliable without having to re-enter the override every time you adjust the integration.

Leave the API Base URL field blank to let ServiceAI auto-detect from the IT Glue Domain on every save.

ZIP File Approach

Follow these steps to import the files in by ZIP.

Starting the ZIP File Export for ServiceAI

  1. Go to Admin > Export Data from the top navigation
  2. Choose your export scope:
    • Type: Manual
    • Export Option: Select Entire account (all organizations)
      • You can also choose only specific ones if you want, using the Data for an organization toggle
  3. Click Start Export
  4. Wait for the email from support@itglue.com (larger exports take time)
  5. Download the ZIP from the email link or return to the Export Data page in IT Glue and click View Exports > Download

Adding the ZIP File to ServiceAI

Once you have the ZIP file:

  1. Log in to ServiceAI and navigate to the Articles section on the left-hand menus
  2. Select the Import button at the top
  3. Use the Select files... button to add the ZIP into ServiceAI

Note that ServiceAI will only focus on and import the documentation. Things like configurations, custom assets — including flexible assets — passwords, and more will NOT be processed or imported.

ServiceAI will run a job to complete the import within minutes or longer, depending on the size of the data.

Important Notes

Keep the following in mind as you work with the ZIP file and import process:

  • For IT Glue, ServiceAI accepts ZIP files only (up to 100MB)
  • The ZIP file must contain documents.csv file
  • All HTML files should be in documents/ subdirectory
  • You need Administrator access in IT Glue to pull the ZIP file
  • Export files are only available to download for 48 hours. After that, you'll need to export again.
  • For ServiceAI imports, you'll likely want "Entire account" to capture all documentation and organization associations

Note: The ZIP File Approach requires IT Glue to generate an export file, and IT Glue will send an email notification to your IT Glue administrators each time an export is created. This is expected behavior and can be safely ignored. The API Approach does not generate export emails.

How Unmatched Organizations Are Handled

When ServiceAI imports articles from IT Glue, it attempts to match each article's organization to a company in your connected PSA system. If an article belongs to an IT Glue organization that cannot be matched to a PSA company, ServiceAI imports it as a global article instead of skipping it.

Global articles are not associated with any specific company and are available across your entire ServiceAI Tenant. This means:

  • Documentation from unmatched organizations is still imported and available for AI analysis
  • Global articles can be referenced by AI Chat and used in ticket analysis regardless of company context
  • You can review and reassign global articles to specific companies later from the Articles page if needed

This ensures that no documentation is lost during the import process, even when organization-to-company matching is incomplete.

Enabling Nightly Sync

By default, IT Glue articles imported via API are synced on demand only and are not automatically included in a nightly schedule. If you want ServiceAI to sync them automatically each night, you can enable the Nightly Sync setting from the integration details.

To enable or disable Nightly Sync:

  1. Go to Settings > Overview and click on your IT Glue integration
  2. In the integration details blade, toggle Enable Nightly Sync to on or off
  3. Click Save Changes

When enabled, ServiceAI automatically syncs your IT Glue articles after the daily ticket sync completes each night. Manual ticket syncs do not trigger an article sync. You can still run a manual article sync at any time from the Articles page.

Note: Nightly Sync applies only to API-connected IT Glue integrations. If you imported via ZIP file, you must manually re-import to capture updates.

Monitoring Sync Progress

API-based IT Glue syncs report progress live while they run, so you can see how a sync is going without waiting for it to finish. Progress is shown in the Sync blade and on the Import Jobs view, and includes:

  • Total: the number of documents ServiceAI plans to process
  • Processed: how many have been handled so far
  • Created and Updated: how many ServiceAI records were added or changed
  • Skipped: documents that did not need to be imported (e.g., unchanged since the last sync)
  • Errors: documents that could not be imported, if any

The status transitions from Pending to Processing to Completed as the job runs, and the counts update continuously. If the job ends with errors, the final count reflects the partial result and the job's error summary explains what failed.

Troubleshooting

If the Test Connection button fails with a regional endpoint error (for example, an authentication error from the wrong region's API), confirm that the API Base URL matches the region of your IT Glue tenant — not the region of your CloudRadial portal. Cross-region setups are fully supported (e.g., an AU CloudRadial portal connecting to a US IT Glue tenant), but the API Base URL must point to the region where your IT Glue tenant actually lives. Once you enter the correct override and save, the value will persist across subsequent edits.

Why Integrate IT Glue Articles to ServiceAI?

IT Glue articles transform static documentation into dynamic intelligence. These articles become actionable AI resources that can:

  • Surface automatically during ticket analysis based on relevance
  • Provide contextual suggestions within ticket pods across supported ticketing/PSA systems
  • Generate improved RPS scores by giving ServiceAI access to comprehensive documentation
  • Enable AI-powered responses that reflect your specific methodologies and standards

Perhaps even more importantly, IT Glue integration helps maintain consistency in your documentation. Importing IT Glue articles ensures:

  • AI responses align with your established procedures and standards
  • Consistent troubleshooting approaches across all technicians
  • Client-specific configurations and requirements are reflected in AI suggestions
  • Organizational best practices are embedded in automated assistance

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