



Autotask workflow rules




Supported Operating System(s):
Web browser (OS agnostic)About Autotask PSA
Autotask PSA is an IT business management platform consisting of a service desk, project management, account management, time tracking and billing, contracts, resource management, inventory and procurement, and reporting.
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 availability when creating new contracts, projects or tickets.
Autotask facilitates integration with several t...
Autotask workflow rules
Supported Operating System(s):
Web browser (OS agnostic)Average User Ratings
Overall
Ease-of-use
4.0
Value for money
4.0
Customer support
4.0
Functionality
4.0
Likelihood to Recommend
Not likely
Very likely
December 2017
Garry from iTech Las Vegas, LLC
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
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 PSA
The RMM was the main draw, the fully integrated PSA was a perk.
Reasons for Switching to Autotask PSA
The team was looking for a PSA that integrated with an RMM.
November 2020
Mahesh from Inbay SL
Company Size: 51-200 employees
Industry: Information Technology and Services
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
4.0
Customer support
5.0
Functionality
4.0
November 2020
User friendly PSA
It is quite a handy PSA to use and our 24/7 Tech teams are using it.
Pros
Time management feature enables us to keep track of Engineers assigned tickets more accurately. Integration with the Client's AutoTask makes Engineers work easy. It is compatible with a couple of other PSA integrations. The ticket search feature has more categories to drill down.
Cons
The report generation is a little slow sometimes.
March 2018
Pablo from Whitehat Virtual Technologies, LLC
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.
December 2019
Nathan from WWDoT Computers
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.
Reasons for Switching to Autotask PSA
There are more features with the Autotask PSA.