Overview
The ITGlue integration syncs your documentation from ITGlue into Junto's AI knowledge base. Once connected, your AI agent can search and reference your organization's documentation when triaging tickets, providing faster and more informed responses.
What you can do once connected
Sync ITGlue documents to Junto's AI-powered knowledge base
Enable the AI agent to search and reference your documentation during ticket triage
Map ITGlue organizations to Junto companies for company-specific knowledge
Keep documentation current with periodic re-syncs
Prerequisites
An active ITGlue account with documentation
Admin or Owner role in your Junto organization
An ITGlue API key with read access to organizations, documents, and folders
Generating an ITGlue API key
Log in to your ITGlue account
Navigate to Account > API Keys
Click "Generate API Key"
Give it a descriptive name (e.g., "Junto AI")
Copy the generated key — you'll need it in the next step
Step 1: Add your ITGlue configuration
In Junto, navigate to Settings → Integrations → ITGlue
Click "Add Configuration"
Fill in the fields:
Region — select where your ITGlue data is hosted:
US — api.itglue.com
EU — api.eu.itglue.com
AU — api.au.itglue.com
API Key — paste your ITGlue API key (encrypted on save)
Click "Create"
Step 2: Test your connection
On the configuration card, click "Test Connection"
Junto verifies your API key against the ITGlue API
A green checkmark confirms the connection is healthy
If the test fails, verify your API key is correct and that you selected the right region.
Step 3: Create organization mappings
Organization mappings tell Junto which ITGlue organizations to sync and which Junto company each one belongs to.
Click "Manage Mappings" on the configuration card
In the dialog, you'll see options to add mappings
Auto-mapping (recommended)
Click "Run Auto-Map" to match ITGlue organizations to Junto companies by name:
Exact matches are applied automatically
Fuzzy matches (80%+ similarity) are shown as suggestions for review
Manual mapping
Use the "Add New Mapping" form:
Select an ITGlue Organization from the dropdown
Select the corresponding Junto Company
Click "Add Mapping"
Repeat for each organization you want to sync.
Step 4: Sync documentation
Click "Sync Now" on the configuration card to sync all mapped organizations
Or sync a specific mapping using the refresh icon in the mappings table
Watch the Sync Status column for progress — it will show "fetching", "uploading", then "Synced (X docs)"
For large document sets, the initial sync may take several minutes. Subsequent syncs are faster as they only process changes.
Using the integration
Once synced, your AI agent automatically has access to your ITGlue documentation. When triaging tickets, the agent can search and reference relevant documentation for the associated company. For example:
"What's the VPN setup procedure for Acme Corp?"
"Find the password reset documentation"
"What does our documentation say about configuring the firewall?"
Keeping documentation current
Re-sync periodically to pick up new or updated documents:
Click "Sync Now" on the configuration card at any time
Each configuration and mapping has a 5-minute cooldown between syncs
Troubleshooting
Issue | Solution |
Connection test fails | Verify your API key and region are correct |
No organizations in dropdown | Check that your API key has permission to read organizations |
Sync shows "Failed" | Hover over the badge for error details — common causes are expired API keys or network issues |
Documents not appearing in agent responses | Wait 30–60 seconds after sync completes for ingestion to finish |
"Rate limit" error on sync | Wait 5 minutes between sync attempts |
Mapping shows as "Disabled" | Re-enable the mapping using the toggle in the mappings table |