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.

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.

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.

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

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

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

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

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.

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.

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.

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.

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.

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.

Proffessional services automation and control

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

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)

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

It is a mature product. Has many features.

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

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.

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.

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.

We successfully manage most aspects of our MSP business using Autotask. The entire workflow from incoming requests, time tracking, resource management, contract management, ending with an API workflow to our billing system.

From an MSP perspective, this product functions as a CRM, time tracking/management, contract management, and ticket system. You can manage all aspects of an MSP business here with billing integrations available to close the loop.

It can be a bit difficult to get started, but this is more of a business process issue as opposed to a product issue. If you have defined your workflow and processes you can translate them easily into this product.

Implementation is not simple, Cost to Use Ratio is not good. Confusion becomes high when you need to use so many different software to accomplish a smooth working environment.

Onsite Support: you can get customer signature for the work performed on mobile phone. Can refer back to the service tickets if they are filled accurately each time.

Does not provide a good Calendar view for Work distribution and management (It is crucial) Purchased it thinking we will be able to use it as CRM as well. Very basic CRM unusable. Gets expensive as you grow your team.

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.