Autotask PSA Reviews

A great tool if they fix some of the glitches

Comments: 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

Autotask Tops CW and other Ticket Systems

Comments: 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.

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

Comments: 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Email handling functions are woefully out of date.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.

Autotask a sledge hammer for a nut?

Comments: Overall its doing the job so we continue to use it. It is expensive for what it is but if its not broke don't fix it.

Pros:

Its thorough and excellent when working with multiple organisations.

Cons:

Its very convoluted. This means its very flexible for sure but it can also be a bit of a mine field.

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.

After 6 months of use still not working

Comments: Horrible

Pros:

Seemed to have a lot of potential because of the integration with datto RMM but after 8 months never worked properly.

Cons:

The integration with Datto RMM did not work properly tickets not being created, sometimes slow and issues when logging in to the portal. Had to give up since I wasted too much time with support to try to get it resolved.

Used for Many Years, Good Product

Comments: 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.

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.

AutoTask Reviee

Comments: 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.

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

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

Powerful PSA Solution

Comments: Very Good.

Pros:

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

Cons:

Mobile version needs more features to work around.

Switch to PSA

Pros:

The product is so much easier to use compared to BMS

Cons:

At the moment there isn't really anything

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

Comments: 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).

I love Datto products

Pros:

You can automate anything you want with no limits

Cons:

It is too complicated for new users to learn

Autotask PSA Review

Comments: 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.

Autotask has no History

Comments: 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.

It isn't the prettiest or sleekest looking, but AEM provides a deep toolkit for the IT professional.

Comments: AEM makes it easy to organize multiple off-site locations and set up hardware monitoring, apply a scheduled server restart for patches, and the ability to quickly and easily apply scripts to remote computers without ever logging onto them.

Pros:

AEM makes it easy to monitor, set up scripts, or even connect to countless computers remotely. You can drill down to a computer on an individual level, or group entire office sites into resource monitoring or apply your custom written scripts to them, either one time or schedule a time for them to reoccur. AEM really lets you apply the full capabilities of your knowledge to managing your computers. I've never felt held back by it.

Cons:

Sometimes it feels like there's just too many levels, and it can take awhile to get where you need to be. Luckily the software is not slow to respond, but it's still a few layers to drill down to get to the computer you need. There also is a bit of a learning curve compared to other similar management systems, however AEM does reward you for learning all its in's and out's with a vast array of customization features to manage the computers exactly how you want.

Autotask is great as a ticketing system

Comments: Overall I would recommend this software. We use it daily for a few years now. It is great for documentation and tying it to the company. The ticketing works well and the alerts are great.

Pros:

I use this product every single day as our ticketing software. It is great. It is easy to create widgets to track metrics as well as keep account of tickets. I also like the ability to create configuration items and easily tie them to the company they go with.

Cons:

Its a little slow to respond sometimes. It does not like when you are trying to edit/save two tickets at the same time. Other than that not much complaints.

It's a leading PSA that needs work

Pros:

The integration of multiple components (sales, ticketing, RMM, leads, quotes) is nice to have and is ideal in today's world where managed services providers need all innone solutions

Cons:

Every feature unfortunately seems half baked. Some examples of this are: There is no direct integration with quoting resellers like Ingram to get sales data (unless you buy a 3P module such as QuoteWerks), deleting tickets is a colossal nightmare which can't be done via their API. Their APIs in general are fairly poor as they don't let you do basic functions such as deleting configurations or tickets, setting a ticket creator or setting the name of the person that is doing a note or comment (these features are only available via their email gateway or through the portal itself. There is no ability to truly lock down a user account, help desk users are able to pull reports of other members utilization and work being performed even if they are not queue owners.

Good PSA but the API requires major developments and functionality enhancements

Comments: Overall a good PSA however needs major improvements to the API because right now it feels like they made it just to show off they have an API because it has so many limitations.

Pros:

Feature rich.Good for documentation and tracking tickets and device details. The workflow system is good.Mostly flexible.

Cons:

Not user friendly- takes time to learn. API needs a lot of development - cannot merge using API, Attachment size limit that doesnt make sense at all? Reporting section can be certainly improved. Allows only three IP's to the warehouse.

Poorly implemented

Comments: The program is primitive, poorly laid out and definitely not user friendly. The latest upgrade as far as I can tell was a step backwards for efficiency.
I am not sure who codes this program but they have never set foot in a working environment and for something to be useful that is an experience that is a must.

Pros:

The concept is sound and the fields are useful.

Cons:

The windows are not laid out in an efficient manner.

Good tool, but needs improvement and enhancements

Comments: Autotask has lots of management capabilities for Managed Services Providers in the IT industry. They have a lot of functionality and fields available. However, one frequent comment is that it takes too many clicks to complete a task. Also, overall effort tracking of a team or individual is not that straight forward

Pros:

workflow rules and management of inbound emails. Dashboards for your team, account or individual

Cons:

When we add custom fields, we should dont have an option to place it in the section / category we like. Sometimes, the support takes lot of time to get back even thought the issue raised is very critical

Autotask Review

Comments: This is collaboration at it's finest.

Pros:

I like how it ties to all of our platforms like quoteworks, kaseya, etc. You are able to track everything in an existing account so that the whole company is on the same page with a particular account. There is no reason that information should be missing.

Cons:

You are not able to scan business cards and have them directly upload into a new account. This would save sales reps so much time on the administrative side.

Needs more focus on documenting

Pros:

I really like the interface in Autotask. It is clean and easy to navigate where I need to go. The number of applications that we use that integrate directly with AT helps us to work smarter not harder. Everything from RMM tools to accounting packages all have very solid integrations. The help function is responsive in what it returns on searches and I can usually find something to answer my question quickly.

Cons:

Things I dislike include: the low set number of tickets I can have in a search list show at one time, the CRM module is antiquated and unused by us, the project module could be much easier to work in regularly and the mobile app needs to be revamped.