About Autotask PSA

Autotask PSA is an IT business management platform consisting of a service desk, project management, account management, documentation management, time tracking and billing, contracts, resource management, inventory and procurement, and reporting. Autotask allows supervisors to configure workforce security levels and time off policies and use the dispatch calendar to handle service calls, to-do lists and appointments. The file protection portal lets administrators set up rules to handle data backups and file restoration, whilst maintaining compliance with HIPAA and SOC2 guidelines. Additionally, users can manage inventory across multiple locations and check item availability when creating new contracts, projects or tickets. Autotask facilitates integration with several third-party solutions, such as Quickbooks Online, leading RMMs, and more. Pricing is available on request and support is extended via live chat, documentation, email and phone.
Autotask PSA Software - 1
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Autotask PSA pricing

Autotask PSA does not have a free version and does not offer a free trial.

Starting Price:
Not provided by vendor
Free Version:
No
Free trial:
No

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Browse Autotask PSA Reviews

137 of 137 reviews
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Ravi
Ravi
  • Industry: Computer & Network Security
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
2
Customer Support
2

4
Reviewed on 8/9/2023

Still a good product post acquisition

Autotask is great, billing processes and automation are top notch, it is a very mature platform.

Pros

We're able to leverage heavily ticket automation in autotask resulting in a very high revenue per technical employee. Feature rich, integration rich.

Cons

Reporting is so crappy it's barely usable, much of what we use is either basic dashboard level reporting (which is good) or built outside of autotask.

Alternatives Considered

ConnectWise PSA

Reasons for Choosing Autotask PSA

Wanted a mature product with more features

Switched From

Kayako

Reasons for Switching to Autotask PSA

The new york based sales team at connectwise were really not nice people, the product looked dated, workflows were dated, but it mostly came down to the connectwise folks being caught in lies on the sales call.
Bruce
  • Industry: Computer & Network Security
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
4
Customer Support
5

4
Reviewed on 20/3/2024

Autotask PSA is an ERP for MSPs

Overall, we could not run our business without it. We use it for many of the functions that run our business. Everything from contract management, time tracking, tickets and even time off requests. It has integrations with many products that enhance the capabilities and improve our operations.

Pros

Autotask is at the core of business. We use it for client tickets, scheduling and billing. It integrates quoting opportunities, project management and financials that feed integrations so we can track KPIs for our techs.

Cons

In our experience, the project management and CRM modules are not great. We use the project management module because its more convenient then using a 3rd party product but its not great. We don't use the CRM because it isn't as good as other products in tracking sales leads and opportunities.

Vince
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
4
Customer Support
4

4
Reviewed on 19/12/2024

Feature-rich software well worth the licensing

Overall it is a great system and once gotten used to it and adhering to the configurations and setups of companies and projects, it saves a tonne of time.

Pros

The software is quite feature-rich with automation, and high levels of project management.

Cons

Creating timesheets are not particularly user friendly.

David
  • Industry: Computer & Network Security
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
1
Functionality
1
Ease of Use
1
Customer Support
1

1
Reviewed on 12/7/2024

Bad tool, not user friendly

It is a tool that includes many features (sales, ticketting, billing, tracking, inventory management, time management...) but does not do any good.
Everything is heavy and complicated to use, requires many clicks and choose categories in several fields.
There are many visual and textual elements that pollute the display because they are useless.
Outlook integration is bad.
I strongly advise against this product.

Pros

Includes several features
Web version

Cons

Not intuitive
Not ergonomic
Not simple, complex and heavy on a daily basis
Unclear display
Smartphone app even worse than the web version
Not user friendly
etc, etc

Joshua
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 25/9/2024

Best IT Service management app I have ever used

My experience with Autotask was nothing short of fantastic, and I really enjoyed using it. I'm not sure why management decided to switch to ServiceNow.

Pros

This is one of the best IT service management I have used so far, very easy to use.

Cons

Extremely easy to use, its navigation is simple and user interface is also easy to understand. You don't need any formal training to start using AUTOTASK

Lachlan
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
3
Customer Support
5

4
Reviewed on 21/8/2023

Business management made easy

Using PSA for capture issues within our IT business and simply bill time makes for much less overhead time spent.

Pros

Easily record issues within tickets and allocate time to bill within one page.

Cons

Layout or UI could use an update, which I believe is on the way. we make do with the reports but using the custom reports can be difficult.

Alternatives Considered

Kaseya VSA

Reasons for Choosing Autotask PSA

The existing system did not have the advanced functionality required with our evolving and growing business.

Switched From

Naverisk

Reasons for Switching to Autotask PSA

Datto offered an integrated solution with Backup, PSA and RMM together for a reasonable price.
Isaac
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
3
Functionality
3
Ease of Use
2
Customer Support
5

3
Reviewed on 8/8/2023

Precicom Review

As a PSA system, Autotask is working wonderfully for its ticketing system and contract management.As a user of Autotask PSA, my experience is related to sales only and I don't have many good points for the CRM part. Implantations and Integrations are hard, sales process isn't logical and I even had to patch some intern process to make it work. The CRM moduke should receive more updates to make it simpler and more user friendly.

Pros

Ticketing system is working woderfully.Contract management is easy to use and can profit largely any organisation.Centralized work environnement is usefull.

Cons

CRM is not easy to use compare to other solutions on the market.The UI/UX should be improved, because a lot of actions a user has to take doesn't make any sense (for example : a new web page always pops up when clicking on a field, which creates a lot of pop up pages rapidly and reduces effeciency).Live updates should be available when updating an opportunity.Duplicate opportunities should be available in opportunity search. Also, we should be able to modify opportunity fields in the opportunity search page and not always have to open each opportunity separatly.When creating a new opportunity, the sales process and the name of the company should appear first and be the first fields to edit, not the sales category.Not easy to connect to other platforms, such as Microsoft Suite (except Outlook).We should be able to call and write to clients from the CRM and keep all these interactions in history related to the opportunity.In opportunity search view, we should have more available columns, such as To Do (which should also be editable).

Reasons for Switching to Autotask PSA

The upper management wants to centralize our sales operations. Since we already used Autotask PSA for tickets and contracts management, it was more intuitive to add the CRM feature.
Victor
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
3
Functionality
3
Ease of Use
2
Customer Support
5

3
Reviewed on 13/11/2023

PSA Tool

I am really hoping over the next few quarters there are major UI/UX changes for quality of life.

Pros

What I like most about the Autotask PSA is the workflow rules. These rules are well structure and allow for easy automation

Cons

Autotask PSA is in a odd growth period where it has some features and ease of use abilities. It lacks in the UI/UX division. Often to do one task you need to press several buttons and it also is stuck between updated items and original items making buttons and looks different in some areas.

Alternatives Considered

HaloCRM and ConnectWise PSA

Reasons for Choosing Autotask PSA

I Switch to Autotask for the sake of better integrations.

Switched From

ConnectWise PSA

Reasons for Switching to Autotask PSA

I choose Autotask for the sake of Intergrations with our other new Datto resources.
Jeff
  • Industry: Information Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
4
Customer Support
5

5
Reviewed on 8/8/2023

Feature rich - alway improving

Autotask has been a great product. We have been extremely pleased to see how the Kaseya purchase has positively impacted the product. We continue to see feature rich updates and improvements in the product that make use easier. We are excited about our future and continue to use his platform.

Pros

Autotask is a feature rich PSA for the manage services business. The dashboard feature is extremely convenient to help in finding information easily. There are a lot of automation capabilities within the product.

Cons

It can be a little bit clicky as far as driving into menus to get to desired pieces of information. Once you understand how the system works, it does become easier to implement and change. I would invest resources and time into understanding how it’s all put together, so you can take full advantage of the features. I also highly recommend using their consulting services to onboard this product. It’s too big of an investment to wing it.

Alternatives Considered

ConnectWise PSA

Reasons for Choosing Autotask PSA

We could not scale our business to the level we wanted with the current tools

Reasons for Switching to Autotask PSA

We heard too many complaints about the other product and wanted a faster development cycle. We felt Autotask had that capability.
Micheal
  • Industry: Hospital & Health Care
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 1/4/2024

Autotask PSA Is an Insightful and Reliable Solution

Pros

Autotask PSA has brilliant and easy to use features.
The capabilities of Autotask PSA are excellent.

Cons

I do not dislike Autotask PSA at all.
Autotask PSA has been the best.

Brian
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 2/6/2023

The central hub for IT tools

Overall experience has been positive. I've used Service Now, Connectwise Manage, and Service CEO in similar capacities. Autotask has a larger feature set without relying on third party applications. Autotask includes base level abilities for typical third party plugins with the option to integrate more feature rich plugins if desired.

Pros

I like the ability to feed information from multiple different toolsets in to Autotask. I also love the ability to customize ticket templates and place valuable related data like related ITGlue articles and passwords in the tickets.

Cons

It's wide variety of options does lead to a slightly complex UI for new users.

Alternatives Considered

ConnectWise PSA, JIRA Service Management and ServiceNow

Switched From

ConnectWise PSA

Reasons for Switching to Autotask PSA

Familiarity and ability overall.
Harry
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
3
Customer Support
5

4
Reviewed on 8/8/2023

Good product value rate

always available SAAS solution, very good qualified helpdesk

Pros

easy to use and implementFull of features and self-designable dashboards and workflows

Cons

it's so full of features that makes it hard to decide where and at what stage in implementing you should start using them

Nick
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 9/8/2023

Autotask PSA Service Desk

Pros

The ease of use with the service desk board and mobile app use

Cons

Integration with Quickbooks online does not work as hoped for

Francis
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Functionality
4
Ease of Use
2
Customer Support
4

4
Reviewed on 22/5/2023

Autotask PSA Review

Pros

The ability to receive notifications via mail on a logged ticket

Cons

Unable to search keywords on the application and get results

Ivan
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
4
Customer Support
4

5
Reviewed on 14/1/2023

Our hub for delivery of Managed Services

Pros

I really appreciate the level of customization that we can implement on tickets, assets and workflows. It allows us to reflect our specific needs on the app, and avoid mistakes. The interface is very pleasant as well, altough I am not a fan on the recent changes following Kaseya's purchase. Just not a fan of theyr color and fonts, and it lost a bit from the previous UX.

Cons

It can be complex to implement and overwhelming. In particular, there should be some help in order to ensure the basics can be setup in accordance to best practices without much effort. There is the risk of losing yourself customizating worflows and tickets with a lot of detail, to later realize a lot of changes are required to fix some incorrect first steps.

Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
4
Customer Support
5

4
Reviewed on 15/7/2021

Solid solution with lots of integrations

Overall Autotask has been a solid solution for our MSP. As we grow, we continually discover features within the PSA that we didn't know we had and/or needed. This has helped keep our costs down since we don't have to add additional toolsets from other vendors.

Pros

Autotask PSA allows us to handle much of our work from a single platform. Their extensive integration with vendors allows us to quickly link to items, such as asset details, directly from the service ticket. The integration with distributors helps with contract management, as purchased licenses with the vendor automatically get added to the service contract in Autotask.

Cons

The design feels dated and not as intuitive as other solutions we've tried and in spite of several new releases, the overall UI doesn't appear to be changing.

Ian
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 12/8/2022

Autotask PSA Review

Very good, nice team, easy to talk to, does everything we need to and some more.

Pros

All in one facility/features bar exception of a RMM, but that is another product also provided and integrates so all good.
Designed for our industry.

Cons

Cost, maybe some archaic features that could be better.
Report feature needs a degree to understand, "everything extra" costs.

Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
1
Functionality
1
Ease of Use
1
Customer Support
2

3
Reviewed on 26/9/2018

Autotask has no History

Autotask is mainly use for Tech Support, Support Contracts and Project Management. It does an OK job with Tech Support, but all the other items are arduous to set up and very time consuming.

Pros

I really do not like Autotask as a software, there is not many features that are great as our team decided to use it for not it's design purpose which is an IT management company for projects, CRM, etc.

Cons

The absolute biggest con about Autotask is they have no history features. All changes are unrecorded or unexposed in the software, so someone can go in change numbers on projects, customer license counts and there is no history of anyone changing these items. It has been requested as a feature for 2 years and the only reply is "we have it on the roadmap" even though it is a highly sought after and frankly, BASIC feature that they never included.

Hesham Gomaa Elmasry
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Functionality
4
Ease of Use
5
Customer Support
5

4
Reviewed on 10/8/2018

Very effective ticketing and project management tool

Pros

Ticketing with Autotask saving a lot of time and efforts, it facilitates the communication between all stakeholders including our clients, allows internal notes on the ticket controls what the client can see and what is not, adding user defined fields allows us to generate more meaningful reports related to our business and our needs.

Managing projects is very productive with Autotask, as I can create a project and add some phases, and for each phase I can add what ever required tasks with a very effective hierarchy, also it updates the phase's status automatically when all related tasks completed.

It has a very powerful dashboard to list all project's status and other very helpful statistics, also the recent feature saves a lot of time searching for the same issue or ticket I just opened from a while.

It is very reliable, bugs free, has no performance issues an with a very good and friendly UI.

Cons

Why there is no feature to generate Project management charts like, network diagrams, WBS, Gantt charts from the current open projects?

Amanda
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
3
Customer Support
4

5
Reviewed on 13/2/2018

Best MSP out there!

Pros

There's really nothing out there I've found that's comparable. The integration with other programs like N-Able, QuoteWerks and QuickBooks pretty much make AutoTask a one-stop-shop. I love that AutoTask has so many features that allow me to service our customers all in one place. I've been using AutoTask for over 4 years and I'm STILL finding new features available! They also seem to value its user's input. Over the years I've seen them make many improvements to their user interface, and a lot of them were highly requested by users on their message boards, so it's nice to see that they read those and make efforts to incorporate much-needed changes.

Cons

The fact that AutoTask has so many features does make it difficult to navigate and set up the system initially. Because of that, most of the problems we've had with AutoTask have boiled down to being user-errors, which I can't fault AutoTask for. As an admin, it's just that there's SO much you can do and customize in AutoTask, it becomes very overwhelming knowing where to start, and knowing how to set up all the pieces in a way that will make the system easy to use for our normal tech users.

Verified Reviewer
  • Industry: Telecommunications
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Functionality
4
Ease of Use
4
Customer Support
0

4
Reviewed on 26/5/2022

Autotask utilization for Project Management

Pros

I am using it for project management and it proves to be very useful tool for it.

Cons

Little bit confusing at the begining. But soon I catch it up.

Sarah
Sarah
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 6/12/2018

AutoTask is Absolutely Wonderful Product

You can keep track of open, closed tickets. You can set different categories for your tickets with different priories and urgency. It lets you search by company name, contact or even ticket number. Within the tickets themselves you can create ticket, templates, link computers by name, categories by different issues, hardware, software etc, also the notes section and add attachments is great. I love this site

Pros

This is a multi use site. We manage multiple companies and it organizes it perfectly.

Cons

Sometimes it goes down during maintenance or a glitch, otherwise good

Karen
  • Industry: Hospital & Health Care
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
3
Functionality
5
Ease of Use
3
Customer Support
2

5
Reviewed on 5/5/2022

Ticket management simplified with the help of Autotask

My overall experience would be two thumbs up! it isn't another ticket managing system I would prefer rather than Auto task. I feel like I'm going to be with it for a long time

Pros

Auto task can integrate with almost any third-party software you can imagine it can create tickets on its own from alerts received from third-party vendors, can close tickets when it notices the devices back online all by itself and on and on and on. With auto tasks if you want to automate or just keep track of your tickets or service calls it's so simple

Cons

If you've never used auto task before it can feel overwhelming. There is so much you can click on and view that most users have a hard time learning everything it can do

Jonathan
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Functionality
3
Ease of Use
4
Customer Support
4

4
Reviewed on 10/11/2017

Great overall system

Pros

I really like the templates for tickets and other automation that can be done with this system. I don't use this for any billing or project management anymore but have in the past. I was not impressed with either of those two feature sets but it has been about 2 years since I've used them.
The basic reports are good for getting a fundamental view of your ticket metrics

Cons

Inline image support should be extended. Should be easier to email out attachments from ticket notes. Email parser seems to have some intermittent problems where the email is not converted to a ticket.
Reporting capabilities need some serious overhaul - only the most basic reports/info are available.

Peter
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Functionality
4
Ease of Use
4
Customer Support
4

5
Reviewed on 24/7/2022

Good PSA

Good, it works well.

Pros

I like the ability to customize the widgets and dashboards to suit our needs.

Cons

The inability to adjust entries once they are posted. You have to unpost all entries for a particular client and then repost everything prior to invoicing.

Bryan
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Functionality
3
Ease of Use
3
Customer Support
3

3
Reviewed on 27/8/2023

AutoTask Reviee

AutoTask gets the job done and I have used it for many years, but I’m sure better alternatives exist. Kaseya has thankfully taken over the product and they are making regular efforts to improve it.

Pros

It gets the job done and is a competent ticketing platform.

Cons

Convoluted design. Way too many menus. Not easy to navigate. Having to always put a ticket in edit mode for every little change is annoying. The product feature suggestion board is a waste of time. People have to vote on your suggestions before they’re considered. The system is not great.

Jordan
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
3

4
Reviewed on 5/12/2023

Used for Many Years, Good Product

Overall I enjoy using AutoTask. I have been using it for almost 10 years across two different companies and have come to know it very well.

Pros

The overall presentation, use and customization of Autotask is what I appreciate most. It's easy to use, provides plenty of customization options and functionality that you can tweak to suit your needs.

Cons

It can be cumbersome to find exactly where to adjust something on the backend. Due to the amount of customizations, searching can be tricky.

Jamie
Jamie
  • Industry: Computer Hardware
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
3
Ease of Use
4
Customer Support
4

4
Reviewed on 11/8/2023

A great tool if they fix some of the glitches

Overall it is really good tool and I can't see us moving from it in the near future

Pros

Very versatile tool has some great customisation options.

Cons

When the options aren't customisable at all it really does hinder you.The inventory system could be setup for multiple physical locations.No option for a 24 hour clock

Kevin
Kevin
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Functionality
4
Ease of Use
3
Customer Support
0

4
Reviewed on 23/6/2023

You get out what you put in

I use Autotask daily to manage projects, tickets, contracts and pull reports required to fulfil my duties. Other than Teams and Outlook, its the platform I rely on most. Autotask is infinitely customisable so almost any business problem can be solved. Workflows allow automated events from notifications to status changes to be configured based on an unlimited list of triggers. Contract management and time entries for billing are a critical component of what MSPs do everyday. We use APIs to solve problems that can't be solved inside Autotask.The project management module is under developed though. Its impossible to view project tasks in a Kanban view and Autotask lacks features common in other platforms to make managing agile projects simple. If Autotask hadn't been so deeply integrated in our organisation, I might well be using something else for managing our projects. The procurement module is similar. Its apparent that the majority of Autotask's development budget is spent on the ticket management system. The knowledgebase section works well, but lacks the UI to make it a go to location for storage of the entire business's knowledge. It would be great to see some AI integration to assist engineers to solve tickets by suggesting fixes based on KB articles.

Pros

Autotask provides a platform that covers almost everything required by an MSP that takes its business seriously. Its infinitely customisable and can be configured to do almost anything. The ticket management system is excellent and the integrated contract and time management features are indispensable for MSPs that sell many different services.

Cons

The user interface is outdated which can make the platform difficult to use and configure. The project management features in Autotask still feel neglected and lack many features now considered to be basic by modern standards. The procurement section is also cumbersome and lacks the flexibility needed by most businesses.

Steven
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Functionality
3
Ease of Use
3
Customer Support
4

3
Reviewed on 9/8/2023

If ticket communications are critical, Autotask is woefully under developed.

Very frustrated our initial efforts to emphasise specific requirements around integrated messaging from tickets received assurances and poor demonstrations misleading our understanding of the numerous product limitations. Search functionality of the UI is also lacking and with no option to write or save your own queries we have to submit a feature request to community in the hope of just making common variables such as Website or Contract names accessible from the search form. The fact that Kaseya doesn't even use Autotask is definitely noteworthy.

Pros

The online chat support staff were both knowledgeable and accessible during regular business hours in New Zealand and in my opinion represent one of the more compelling values of the platform.

Cons

Email handling functions are woefully out of date. As an MSP providing contract ICT Support for customers it is absolutely essential that we be able to interact with third party vendors on matters related to numerous types of issues where the customer contact does not need to be involved. These issues can be related to licensing, security, cable contractors, etc. In my previous experience with other products such as Request Tracker, FreshDesk and FreshService, ZENdesk, and even Spiceworks, this has never been an issue -- all supported the basic feature of being able to email and receive a reply back as internal update on the ticket. I made concerted effort to spell this out as clearly as possible to during the initial pre-sales demos and was misled to believe Autotask wouldn't be a problem here. Now we are losing track of significant amounts of key communications being documented in our tickets because of this.

Ewan
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 5/10/2023

A decent ticketing tool but lagging behind the competition

Pros

We have used Autotask PSA since before I joined the company in July 2015. We are well used to it. It's been fantastic for managing service desk requests and incidents. We've also extensively used the TaskFire option to allow customers to manage tickets natively. This ability to collaborate has been very valuable and lead to reduced wait times and ticket-ownership confusion.

Cons

We have been looking for other ticketing solutions to gauge the features we have. In every single tool we've found that they all mirror what Autotask can do. There's nothing special that sets Autotask apart. In fact we ended up using IT Glue for knowledge management and password management in 2017 because the inbuilt tools in Autotask were so bad. We're currently in the process of moving to ServiceNow.

Yvonne
  • Industry: Computer & Network Security
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 15/1/2024

AutoTask is Amazing!

Pros

I absolutely love AutoTask - it's easy to work with and manage tickets effectively.

Cons

No comments - no negative comments on the platform

Bart
  • Industry: Information Technology & Services
  • Company size: Self Employed
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
4
Customer Support
5

4
Reviewed on 8/8/2023

HaarmanB ICT's review

Pros

feautureset, ease of use, automation using Workflow Rules

Cons

WYSIWYG user interface of template building. I use an external HTML-editor to create, modify and preview the HTML code

Justin
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

4
Reviewed on 23/8/2023

Autotask is great!

Overall, autotask is awesome. I highly recommend to tech teams that need help with customer management and ticket visibility.

Pros

Autotask makes it easy to keep track of customers, contracts, tickets, and all communication to and from a customer. The portals make ticket queues simple to manage.

Cons

I do feel like Autotask could have a bit more automation and integrations. An SMS tool would be nice.

Alternatives Considered

ConnectWise ScreenConnect
Tejas
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 8/8/2023

Autotask PSA Review after a use of more than 2+ years

Excellent

Pros

Autotask Feature set, Work Flow rules, Notification templates and its dynamic templates to useTicket flow, Problem Management, Contract Details,Azure AD integration feature to set the Contacts sync with Azure AD

Cons

Nothing at this moment to dislike about the product

Rahul
  • Industry: Computer & Network Security
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 8/8/2023

Powerful PSA Solution

Very Good.

Pros

Centralized business operations management tool which can increase your productivity and profitability.

Cons

Mobile version needs more features to work around.

Kavindu Githsara
Kavindu Githsara
  • Industry: E-Learning
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 17/3/2023

The Inside Scoop on Autotask PSA

While Autotask PSA isn't perfect, it has definitely improved the way we manage our projects and services. The centralization of data, scheduling, resource management, and integration capabilities are all great features that have made our lives easier. However, it's important to be prepared for the software's complexity and occasional performance hiccups. If you can navigate these challenges, Autotask PSA can be a valuable tool for managing your professional services.

Pros

I've been using Autotask PSA for some time now, and I must admit that it has made a difference in how we manage our projects and services. One of the things I appreciate the most is the centralization of all our data in one place. It has made it much easier to track and manage our projects, resources, and clients. The scheduling and resource management features have been a game-changer, helping us allocate the right resources to the right tasks and projects. I also love the integration with other software we use, like our CRM and accounting tools. It has simplified our workflows and made everything more seamless.

Cons

Despite the benefits, Autotask PSA does have a few downsides. The first thing that comes to mind is the complexity of the software. It took me quite a bit of time to get comfortable with all the features and options. I wish they had more straightforward tutorials or help guides to make it easier for new users. Another issue I've encountered is the occasional slow performance, especially when generating reports or loading large amounts of data. It can be a bit frustrating when you're trying to get work done quickly.

Jeremey
  • Industry: Computer & Network Security
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
4
Customer Support
5

5
Reviewed on 22/5/2023

Moved from Autotask PSA from Teamwork Desk

Pros

- Tons of integrations- Dashboards can be customized easily

Cons

- Notifications seem to be lacking. I am just comparing it to Teamwork Desk(More of a ticketing system than actual PSA), but out of the box, Autotask is lacking a notification setting to like send an email when a client responds

Stuart
  • Industry: Computer & Network Security
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 8/8/2023

Switch to PSA

Pros

The product is so much easier to use compared to BMS

Cons

At the moment there isn't really anything

diane
  • Industry: Computer & Network Security
  • Company size: Self Employed
  • Used Monthly for 1-5 months
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
4
Customer Support
1

3
Reviewed on 25/3/2024

It Does What It Says - And That's It

Pros

Easy functionality is important because i work as a one man team

Cons

the support is impossible to get through to in critical times

Neil
Neil
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
3
Customer Support
5

5
Reviewed on 10/3/2023

It does everything we need, and a lot more.

Its helped to streamline our invoicing, and ticketing.

Pros

It integrates well with just about every other tool/system we need it to.

Cons

Due to its large feature set and flexibility, there is some unnecessary overhead for a company of our size (2-3 person shop).

Moshe
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
3
Customer Support
4

4
Reviewed on 22/3/2023

I love Datto products

Pros

You can automate anything you want with no limits

Cons

It is too complicated for new users to learn

Alternatives Considered

Striven

Reasons for Choosing Autotask PSA

Lack of features & lack of tech support

Switched From

Atera

Reasons for Switching to Autotask PSA

Integration with other Datto products
Ryan
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Functionality
4
Ease of Use
5
Customer Support
0

5
Reviewed on 14/2/2023

Alright Autotask PSA

Pros

We use Autotask for our ticketing system. It is overall pretty good with some quirks. Time entries are built into ticket notes so that is helpful.

Cons

To get user privileges correct takes trial and error. Also, most of the time when there is a major update Autotask crashes for a while.

Josh
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Functionality
3
Ease of Use
3
Customer Support
0

4
Reviewed on 3/1/2023

Delivers what's needed, but hopefully you're not in a rush

Pros

Autotask is highly customizable and very good for an MSP in terms of ticket management.

Cons

The speed of the ticket loading and some minor bugs with switching Incident type and editing ticket information at the same time keeps this software from really being great. If you're an MSP that routinely handles 30 > calls per tech per shift, you're probably going to be able to find a better ticketing system, or at least one that's a little more snappy for your technicians.

Ben
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
4
Customer Support
2

5
Reviewed on 13/12/2021

Autotask Tops CW and other Ticket Systems

Autotask is a clean solution to IT ticketing needs that can otherwise be a complete mess to sort through.

Pros

Autotask is highly customizable and sorts everything into queues easily. AT tracks more aspects of the business than other ticketing platforms I've used.

Cons

Autotask has an intricate back-end with many rules and settings... sometimes the rules can overlap each other and it's not always clear where to find the solution if a taskfire is misfiring or failing.

Alternatives Considered

ConnectWise ScreenConnect

Reasons for Switching to Autotask PSA

ConnectWise was just a clunkier solution and didn't provide the dashboards that we use on a daily basis.
Katie
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
4
Customer Support
0

4
Reviewed on 23/5/2019

A PSA to handle everything from ticketing to invoicing; Extremely customizable

My overall experience with Autotask PSA, from implementation to daily use, has been very favorable. I would highly recommend this software due to its versatility and ability to be customized. Our company was not taking full advantage of all modules (contracts and invoicing, specifically), which was detrimental to our overall efficiency. My recommendation would be that anyone considering this software look to implement all facets of the software for the best result.
Autotask PSA has an extensive FAQ library, webinars (live and recorded) and tutorials for new Administrators and users. Customer support was also very helpful when we had specific questions or issues, and there is a handy scheduling feature for technical support chats.

Pros

Autotask PSA is an extremely customizable tool. Different departments can have customized ticket categories, including Issue Types, priorities, resources, ticket status, due dates, workflows and notifications (and more) to fire off based on the rules associated with each category.
The updates to the software in the last 18 months have improved the user experience. For example, when viewing a ticket, all pertinent information is available on the screen, from the ticket details to the activity history and even the company and contact information.
It is simple to add "User Defined Fields" which are custom fields specific to your company or industry that you can add to Companies, Tickets, Contracts and more.
There are several different 'modules' that are all included in the PSA license (no add on fees to take advantage of them). These include contract details, tracking sales leads and opportunities, generating invoices and syncing with Quickbooks and other financial software. The reporting module has a myriad of popular reports available with the option to customize each. Advanced reporting users can also create their own reports from any of the available data entry fields, including User Defined Fields. Timesheets and Expenses are tracked in this tool, including available vacation and sick time. Time off requests can be approved by authorized users.
Users have access to widgets to quickly display data and metrics.
Completely integrated with Datto/Autotask RMM tool.

Cons

There is a large learning curve when implementing this software. It is a common mistake to create a lot of customization (UDFs and workflows) because the Administrator is not familiar with the modules or the best practices of the software.
Creating custom reports can be very cumbersome due to the vast number of options and fields available.
When creating a new ticket, time entry or activity entry, a new window opens in the browser (which was an annoyance for some team members).

Rob
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
4

5
Reviewed on 1/7/2022

Easy to use to manage customers, tickets, and service contracts

Pros

We use Autotask all through the day and they have a reliable cloud service. API integrations to our VSA was easy to setup and has been pretty much set it and forget it. Integration with Quickbooks has changed over the time that we have used it, but with the change to using the web connector it has become not only more secure but problem free. We manage our customer contacts and tickets through the system and after initial setup it has been easy and problem free with little ongoing maintenance needed on our end.

Cons

They changed to a dashboard system at login and frankly it is not that useful to us. Adding new services, email automation, or changing service queues is not intuitive and since it is not something we do that frequently I always feel like I spend more time than I needed to once I have it complete. We had to do some ticket automation on keywords to let us know when a set of reoccurring tasks has come to end when it should be a feature of the system. The outsourcing module could be more robust especially since it is a feature we pay an additional fee for.

Alternatives Considered

ConnectWise Automate
Verified Reviewer
  • Industry: Computer & Network Security
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
1
Functionality
4
Ease of Use
2
Customer Support
2

3
Reviewed on 23/5/2022

Just OK

As a MSP you need to have one. The client facing ticket portal is unusable. The KB section makes it hard to add images.

Pros

It is a mature product. Has many features.

Cons

Hard to use. Has made few improvements over the years. The RMM (owned by same company) integration is basic.

Alternatives Considered

ConnectWise Automate

Reasons for Switching to Autotask PSA

Not many choices at the time.
Bruce
Bruce
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
3
Customer Support
3

4
Reviewed on 11/7/2018

Amazingly comprehensive managed services

The AutoTask \ Datto AEM software is one of the best RMM products we've used. We originally were looking to swap to something from Hounddog when it was expensive years ago and this did everything HoundDog \ GFI Max did but much cheaper and that was just on the monitoring side of things.

It also added, remote management, auditing, bulk updates, patch management, reporting, which we weren't getting from Hounddog and we've been with AutoTask ever since. Each time we look to replace it with another RMM tool, when we compare the features and the price per device we just can't beat it.

Pros

Ridiculously low resource footprint
Easy to add devices for management
The amount of detailed information you get from the auditing is amazing
Push out deployments in bulk

Cons

The inbuilt reporting is being massively improved over the next few months \ iterations, as currently it leaves something to be desired. There's a huge wealth of auditing data that is captured by the software but you can't easily pull this out. Sure you can filter devices by the info, but to actually pull a report, its painful.

3rd party patch management is also something they're working on developing further as there are competitors out there who do it much better.

Dan
Dan
  • Industry: Computer Networking
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
4
Customer Support
3

4
Reviewed on 2/3/2021

Autotask does a lot of things. Many really well.

Overall, this is a great system for managing a busy tech company, and I recommend it for anyone who bills based on time spent with clients.

Pros

I manage my clients and my team through the PSA. Trouble-tickets are great, the queues are all very versatile and easy to manage. We have automated alerts, calls, and client-submitted tickets and screenshots all populating to an active queue.

Cons

The "Site Configuration" and basic details of each site could be a lot better organized. Right now, if you want to store a bunch of passwords or configuration details of any one site, it can be cumbersome and difficult to find what you need. Similarly, attached pictures or other attachments for the clients can be tough to find.

137 reviews

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