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

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."

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.

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.

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.

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.

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.

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

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).

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.

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.

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.

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.

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.

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

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

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

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.

Horrible

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

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.

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.

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.

Excellent

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

Nothing at this moment to dislike about the product

Very Good.

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

Mobile version needs more features to work around.

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.

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.

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.

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.

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.

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

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.

I lead a team of 8 technicians. Distributing and managing tickets between them can be very frustrating with an average of 50-100 tickets a day for my team. Autotask makes it very easy to manage with the customization throughout the program. From my dashboard, I am able to monitor ticket openings for my team, overall closures per technician, ticket priorities and SLA clocks, and escalations. I really like the way I can build reports in any method I want with just a few clicks. Reviewing timesheets is also much faster for me with the layout in Autotask.

-A sharp looking, customizable dashboard -Multiple ways to view ticket queues and monitor technicians -Client Portal -Easy to build knowledge base -Attractive report views for every business need

-Frequent crashes and freezes -More complicated to implement then ServiceNow -On average is a higher dollar amount than other industry leaders -Long contracts as well as yearly rolling contracts

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.

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.

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.

You can automate anything you want with no limits

It is too complicated for new users to learn

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.

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.

We love that we can go from prospect to invoicing in one solution.

That it can be too complex, need a "lite" version

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

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.

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

The user interface is information rich yet friendly and easy to navigate. It allows wide customization of the widgets and workflows can be setup to automate much of the process. This is a great tool for anyone providing support or managed services.

The email-to-ticket functionality is limited, and we ended up making our own development to integrate to AT. It is recommended for someone to champion the implementation from the user side, to assist with administration and understand all that there is to learn about Autotask.

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.

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.

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.

feautureset, ease of use, automation using Workflow Rules

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

We can multi task using the autotask dash board,this allows us to manage all aspects of the service desk including the financial spectrum of the business. This program is a vital part of our day to day routine and we would be lost without it.

I really like the interface of the website and the depth of functionalty to assist running a service desk is really great. Superior software for the price.

No cons that I can think of. I highly recommend this product.

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.

The concept is sound and the fields are useful.

The windows are not laid out in an efficient manner.