About Autotask

Autotask is an IT management solution that helps small to midsize businesses automate operations related to project workflows, procurement, file backups and more. The service desk module enables managed service providers (MSPs) to categorize and prioritize all service tickets based on customer notes, contracts, incidents and emails.

Autotask allows supervisors to configure workforce security levels and time off policies and use the dispatch calendar to handle service calls, to-do lists and appointments. The file protection portal lets administrators set up rules to handle data backups and file restoration, whilst maintaining compliance with HIPAA and SOC2 guidelines. Additionally, users can manage inventory across multiple locations and check item availabilit...


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Supported Operating System(s):

Web browser (OS agnostic)

74 Reviews of Autotask

Average User Ratings

Overall

4.28 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

Ratings Snapshot

5 stars

(38)

38

4 stars

(23)

23

3 stars

(10)

10

2 stars

(2)

2

1 stars

(1)

1

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 74 results

December 2017

Garry from iTech Las Vegas, LLC

Verified Reviewer

Company Size: 11-50 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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.

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.

September 2019

Elizabeth from EMM Services

Verified Reviewer

Company Size: 1 employee

Industry: Information Technology and Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

September 2019

Great for Large Teams

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.

Reasons for Choosing Autotask

The RMM was the main draw, the fully integrated PSA was a perk.

March 2018

Pablo from Whitehat Virtual Technologies, LLC

Verified Reviewer

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

2.0

Customer support

2.0

Functionality

3.0

March 2018

It's a leading PSA that needs work

Pros

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

Cons

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.

February 2020

David from Purple Triangle ltd

Verified Reviewer

Company Size: 2-10 employees

Industry: Computer & Network Security

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

2.0

Customer support

5.0

Functionality

5.0

February 2020

Autotask psa for MSP's

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)

Reasons for Choosing Autotask

Leader in its field

December 2019

Nathan from WWDoT Computers

Verified Reviewer

Company Size: 1 employee

Industry: Computer & Network Security

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

2.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

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.

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.