Autotask PSA Reviews

We use it daily and couldn't live without it!

Comments: We run our entire business out of Autotask. It does everything for us as an MSP.

Pros:

Autotask is about automation. It makes ticketing and billing processes standardized and automated. It has become our central repository for information. All service related issues, time spent, contracts, hardware, etc goes in there. I tell my team all the time, "If it doesn't exist in Autotask, it didn't happen."

Cons:

Autotask support has historically been difficult, but is getting much better. Reporting is very powerful, but also VERY difficult to get your arms wrapped around it. It isn't something you do on a whim. If you have time to spend with it, you'll get good data. If you don't have time to spend, make sure you pay for some Autotask consulting time to help you.

Great for Large Teams

Comments: Overall I enjoyed using the Autotask PSA for most things, but it was not a good fit for the team I was working with.

Pros:

Autotask PSA is a great option for large teams. It is fully customizable, offers a wide array of features, and has an excellent, hands-on onboarding process. It is a great option for large teams.

Cons:

This software required quite a bit of manual set up for tasks I needed -- things such as automatically sending emails to clients on ticket updates, changing fields from required to not required, etc. For a very small team, onboarding was a bit onerous.

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.

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.

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.

Good Software... Need Help to understand it

Comments: The integration with Datto RMM is a plus. They work hand in hand. I am able to track my clients and time I spend doing tasks down to the minute.

Pros:

This software has been great. It took me a while to get the hang of it. I am still learning the ropes, and I am into it for 2 months now. The staff has been very helpful in getting me onboard. I have not used all of my included support call time yet.

Cons:

The learning curve is steep. You are only allowed 3 hours of free phone support to get started. Be careful with utilizing it to the fullest.

Amazingly comprehensive managed services

Comments: 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.

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.

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.

It does everything we need, and a lot more.

Comments: 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).

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).

Autotask psa for MSP's

Comments: Proffessional services automation and control

Pros:

It controls the whole business from tickets to Accounting and getting paid. COntrolling stock, organising engineers, it runs our whole business

Cons:

It is quite expensive but i do think that for the benefits we couldnt live without it really (Dont tell AT they might put our prices up)

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.

All you need to make a tickets in one page

Pros:

A very helpful tool for working into the online world and have a controll for all your transactions ith the clients no matters the place in the world they are. The UI is really nice, thouhg is not the most pretty, have the most frecuently tools in ne page and make the proces faster. I work with people allover the world and this app help us to integrate our work and make a more faster process

Cons:

One of the most problematic issues that i see is in the securyty, is not real levels, everyone wit acces can do anything they want to, so you must have complety trust in the person you give acces, but in bussines fully trust is not enough. Also dislike the fact that they use te user computer time becouse i work with people in diferents time zones and that make some notes and tickets get to confuse

It gets the job done

Comments: Out of the box, it has a lot going for it. But the setup time is not short.
It's great for getting quick access to information about your customers, tickets, billings, etc.

Pros:

It's industry specific, so it has a lot going for it. We need something that is already designed for our industry so we could hit the ground running.

Cons:

It's cumbersome and pricey. The per user price is not cheap. We are starting to outgrow it. We regular have needs to go outside of what the built in limitations are of different modules with no options to expand.

Autotask IT Management

Comments: Remotely manage all computers in a single location and the ability to remotely connect to them with the push of a button. One of the best RMM software that I have used.

Pros:

A lot of features that allows you to do just about anything you can think of. Extremely robust system that is highly customizable for your environment. Ability to monitor computer for all sorts of different functions. Can push out software to computers. Remote connections to computers.

Cons:

There is nothing to complain about here. Sure there are a few small things but all software has it and its nothing worth mentioning.

I have been working in IT for well over 10 years and used many ticket tools, by far the best.

Pros:

Can make tickets quickly and easily and anytime I have trouble I can contact support by phone or chat and they are always super helpful. I also like the email to ticket functionality.

Cons:

When people send an email to our support address and CC other people on it, others will reply all and create additional tickets and Autotask does not do anything to prevent this, it just creates duplicate tickets.

Can Pull Up Drawings on any Device

Comments: If I ever need to pull up a drawing in the field, I can use Autotask to pull it up on my phone or tablet.

Pros:

The 'Favorites' folder on the software allows me to personalize my profile, making it much quicker to access my files in the field.

Cons:

Autotask requires a password every time I turn on the app. It would be more convenient if I could just stay logged in.

AutoTask is Great!

Comments: This is a powerful tool and love it!

Pros:

- Autotask has tons of features and the ability to manage our customers is easy - We have integration into our RMM solution - it is well organized - The dashboards are helpful in keep an eye on what you have going on

Cons:

There isn't anything I can think of as a con!

Their support is the best out there

Pros:

the software is so simple to use and for the end users to be able to see the status and check on their items. from our end it's great to know the items that user has.

Cons:

I think the pricing should be with mobile already in mind instead of an extra charge as it is meant for cloud usage

Great Product!

Comments: Excellent service and support staff.

Pros:

I couldn't do my job without this software. This keeps track of all our clients, contacts, contracts, billable hours, etc.

Cons:

Nothing I have run into that has caused issues.

Love it.

Comments: Great way to organize work and collaborate with other technicians on issues to get everything resolved.

Pros:

Ability to split up work into queues and work different queues

Cons:

The phone app is a separate license than the actual desktop application.

Average PSA System with almost non-existent support

Comments: The worst support out of any software/service we use. They have been like this for the last 7+ years I have been using this product.

Pros:

Trouble tickets, expense reports and time entry

Cons:

CRM is very basic as is project management

Autotask IT Management Streamlined out ticketing and service needs.

Pros:

Autotask IT Management made it easy for us to keep track of our work, time spent, and customer information. After reviewing a number of options this was the one that best fit our needs.

Cons:

The learning curve was a little steep, but overall I haven't found too much to complain about the software overall.

A comprehensive PSA

Pros:

Very customisable needs a lot of setup but once you have it to your liking it great, saves us lots of time as a team with the ticketing system

Cons:

Billing integration can be flaky at times and needs work in our option