All Autotask PSA Reviews
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Jeremey
11 - 50 employees
Used unspecified
OVERALL RATING:
4
Reviewed January 2024
A PSA That Doesn't Disappoint
Garry
Verified reviewer
11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2017
We use it daily and couldn't live without it!
We run our entire business out of Autotask. It does everything for us as an MSP.
PROSAutotask 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."
CONSAutotask 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.
Nathan
Computer & Network Security, 1 employee
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
2
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed December 2019
Good Software... Need Help to understand it
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.
PROSThis 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.
CONSThe 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.
Reasons for switching to Autotask PSA
There are more features with the Autotask PSA.
Isaac
Information Technology and Services, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed August 2023
Precicom Review
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.
PROSTicketing system is working woderfully.Contract management is easy to use and can profit largely any organisation.Centralized work environnement is usefull.
CONSCRM 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).
Reason for choosing Autotask PSA
The upper management wants to centralize our sales operations. Since we already used Autotask PSA for tickets and contracts management, it was more intuitive to add the CRM feature.
Kevin
Verified reviewer
Information Technology and Services, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
FUNCTIONALITY
4
Reviewed June 2023
You get out what you put in
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.
PROSAutotask 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.
CONSThe 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.
Ewan
Information Technology and Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2023
A decent ticketing tool but lagging behind the competition
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.
CONSWe 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.
Victor
Information Technology and Services, 2-10 employees
Used daily for less than 6 months
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed November 2023
PSA Tool
I am really hoping over the next few quarters there are major UI/UX changes for quality of life.
PROSWhat I like most about the Autotask PSA is the workflow rules. These rules are well structure and allow for easy automation
CONSAutotask 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.
Reason for choosing Autotask PSA
I choose Autotask for the sake of Intergrations with our other new Datto resources.
Reasons for switching to Autotask PSA
I Switch to Autotask for the sake of better integrations.
Joe
Computer & Network Security, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
2
FUNCTIONALITY
3
Reviewed March 2022
After 6 months of use still not working
Horrible
PROSSeemed to have a lot of potential because of the integration with datto RMM but after 8 months never worked properly.
CONSThe 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.
Reason for choosing Autotask PSA
Seemed to have a lot of features that I can use like ticketing integration with Datto RMM and Datta backup.
Tejas
Information Technology and Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2023
Autotask PSA Review after a use of more than 2+ years
Excellent
PROSAutotask 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
CONSNothing at this moment to dislike about the product
Sarah
Verified reviewer
Information Technology and Services, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2018
AutoTask is Absolutely Wonderful 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
PROSThis is a multi use site. We manage multiple companies and it organizes it perfectly.
CONSSometimes it goes down during maintenance or a glitch, otherwise good
Rahul
Computer & Network Security, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2023
Powerful PSA Solution
Very Good.
PROSCentralized business operations management tool which can increase your productivity and profitability.
CONSMobile version needs more features to work around.
Rob
Information Technology and Services, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed July 2022
Easy to use to manage customers, tickets, and service contracts
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.
CONSThey 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.
Amanda
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed February 2018
Best MSP out there!
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.
CONSThe 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.
Tyler
Verified reviewer
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed January 2018
It isn't the prettiest or sleekest looking, but AEM provides a deep toolkit for the IT professional.
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.
PROSAEM 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.
CONSSometimes 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.
David
Computer & Network Security, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
2
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2020
Autotask psa for MSP's
Proffessional services automation and control
PROSIt controls the whole business from tickets to Accounting and getting paid. COntrolling stock, organising engineers, it runs our whole business
CONSIt 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)
Reason for choosing Autotask PSA
Leader in its field
Reasons for switching to Autotask PSA
AUtotask was MUCH better
Anonymous
2-10 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
1
CUSTOMER SUPPORT
2
FUNCTIONALITY
4
Reviewed May 2022
Just OK
As a MSP you need to have one. The client facing ticket portal is unusable. The KB section makes it hard to add images.
PROSIt is a mature product. Has many features.
CONSHard to use. Has made few improvements over the years. The RMM (owned by same company) integration is basic.
Reason for choosing Autotask PSA
Not many choices at the time.
Dan
Verified reviewer
Computer Networking, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
Reviewed March 2021
Autotask does a lot of things. Many really well.
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.
PROSI 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.
CONSThe "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.
Chris
Information Technology and Services, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed June 2022
CRM, Time tracking, Support management made easy
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.
PROSFrom 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.
CONSIt 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.
Sunil
Information Technology and Services, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
2
CUSTOMER SUPPORT
4
FUNCTIONALITY
2
Reviewed November 2021
Insufficient
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.
PROSOnsite 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.
CONSDoes 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.
Reason for choosing Autotask PSA
Cost & Features and integration possibility with RMM
Reasons for switching to Autotask PSA
To have one platform for more functions
Ian
Information Technology and Services, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2022
Autotask PSA Review
Very good, nice team, easy to talk to, does everything we need to and some more.
PROSAll 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.
CONSCost, maybe some archaic features that could be better. Report feature needs a degree to understand, "everything extra" costs.
Reason for choosing Autotask PSA
It's a fully supported product, not a custom one that might lose development after a few years.
Reasons for switching to Autotask PSA
Needed to modernise the company
Tarun
Verified reviewer
Information Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed May 2019
Quality platform for the Support Ticket lifecycle.
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.
CONSThe 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.
Ben
Information Technology and Services, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
2
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed March 2018
It gets the job done
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.
PROSIt'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.
CONSIt'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.
Bart
Information Technology and Services, 1 employee
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2023
HaarmanB ICT's review
feautureset, ease of use, automation using Workflow Rules
CONSWYSIWYG user interface of template building. I use an external HTML-editor to create, modify and preview the HTML code
Anonymous
51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2018
Great user interface and the functionality of this software is superior
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.
PROSI 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.
CONSNo cons that I can think of. I highly recommend this product.
Richard
Verified reviewer
Food & Beverages, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
2
EASE OF USE
1
FUNCTIONALITY
1
Reviewed January 2021
Poorly implemented
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.
PROSThe concept is sound and the fields are useful.
CONSThe windows are not laid out in an efficient manner.