Autotask PSA
What Is Autotask PSA?
Autotask PSA is a secure, reliable and fully-featured cloud PSA helping MSPs and IT Service Providers run their IT managed services business. The modern and easy-to-use PSA's integrated modules include Service Desk, CRM/Contact Management, Document Management, Outsourcing, Project Management, Contract Administration, Time Tracking, Billing, Reporting and Business Analytics - to provide a singular view of the entire business and drive efficiency, accountability, insight, and profitability.
Who Uses Autotask PSA?
Not provided by vendor
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Reviews of Autotask PSA
Garry
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.
Elizabeth
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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.
Ivan
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.
Joe
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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.
Simon
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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.
