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Autotask PSA

IT Business Management Software Platform

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Autotask PSA Pricing, Features, Reviews and Alternatives

Autotask PSA product overview

What is Autotask PSA?

Autotask PSA is an intelligent IT business management platform that centralizes operations to deliver the

Key benefits of using Autotask PSA

Win New Business: Manage your sales pipeline from end-to-end with full-featured CRM including Opportunity Management, Sales Dashboard and Contact Group Manager.

Improve Service Delivery: A complete Service Desk, with service level management and built-in customer surveys, means nothing falls through the cracks.

Reduce Billing time: Stop wasting unbillable time preparing invoices. Autotask PSA slashes the time associated with your billing cycle and improves cash flow through faster invoicing.

Capture More Billable Hours: Autotask PSA captures every billable hour and expense associated with your projects and services and tracks them against your client accounts and contracts.

Save Time and Deliver Better Service: Autotask PSA's Document Manager streamlines documentation utilization and organization to ensure accountability, standardization of service delivery, and tech insight and efficiency.

Boost Profit Margins: Instant access to real-time profitability analysis lets you quote projects and services more accurately than ever before.

Get Control of your Business: With a 360° view of your entire operation, you’ll know instantly what’s due, what’s billable, which employees are underutilized and which clients are most profitable.

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

Knowledge Base
Email/Help Desk
Phone Support
FAQs/Forum
24/7 (Live rep)
Chat

Training options

In Person
Live Online
Documentation
Videos

Autotask PSA pricing information

Value for money

3.8

/5

94

Starting from

ic-pricetag

No pricing info

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

Autotask PSA features

Functionality

4.2

/5

94

Total features

87

10 categories

Most valued features by users

Alerts/Notifications
Activity Dashboard
Reporting & Statistics
Reporting/Analytics
Third Party Integrations
API
Customizable Reports
Workflow Management

Functionality contenders

Autotask PSA users reviews

Overall Rating

4.3

/5

94

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7.97/10
Rating distribution

5

4

3

2

1

46

31

13

3

1

Pros
It is very reliable, bugs free, has no performance issues an with a very good and friendly UI.
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.
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.
Cons
The sales people don't know their product and it doesn't have a lot of features. The sales people should have a PPO against them as all they do is harass.
Very convoluted and customer support is terrible.
It can be confusing to learn the system, since there is so much there.

Overall rating contenders

Overall Rating

Solid solution with lots of integrations

Reviewed 10 months ago

Transcript

Matt H.: Hey, I am Matt, president of a local IT company. I give Autotask PSA a five. For more reviews...

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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We use it daily and couldn't live without it!

Reviewed 5 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Autotask Tops CW and other Ticket Systems

Reviewed 8 months ago

Autotask is a clean solution to IT ticketing needs that can otherwise be a complete mess to sort through.

Pros

Autotask is highly customizable and sorts everything into queues easily. AT tracks more aspects of the business than other ticketing platforms I've used.

Cons

Autotask has an intricate back-end with many rules and settings... sometimes the rules can overlap each other and it's not always clear where to find the solution if a taskfire is misfiring or failing.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Easy to use to manage customers, tickets, and service contracts

Reviewed a month ago
Pros

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.

Cons

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 Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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It's a leading PSA that needs work

Reviewed 4 years ago
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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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CRM, Time tracking, Support management made easy

Reviewed 2 months ago

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.

Pros

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.

Cons

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.

Autotask PSA FAQs and common questions

Q. What type of pricing plans does Autotask PSA offer?

Autotask PSA has the following pricing plans:
Pricing model: Subscription


Q. Who are the typical users of Autotask PSA?

Autotask PSA has the following typical customers:
Freelancers, Large Enterprises, Mid Size Business, Public Administrations, Small Business


Q. What languages does Autotask PSA support?

Autotask PSA supports the following languages:
Dutch, English, German, Italian, Spanish


Q. Does Autotask PSA support mobile devices?

Autotask PSA supports the following devices:
Android, iPad, iPhone


Q. Does Autotask PSA offer an API?

Yes, Autotask PSA has an API available for use.


Q. What other apps does Autotask PSA integrate with?

Autotask PSA integrates with the following applications:
Rescue, Acronis Cyber Backup, LogicMonitor, Datto RMM, N-sight, QuoteWerks, Auvik, QuickBooks Online Advanced, Cloud Elements, ConnectWise Sell, Client Heartbeat, Customer Thermometer, Flow, ScalePad, Passportal, Bitium, Datto Workplace, Liongard, IT Glue, MSP360 Managed Backup, Kaseya VSA, NinjaOne, Splashtop Remote Support, Quickbooks Online, Tpad PBX, ConnectWise Automate, Naverisk, Quoter, Pulseway, Xero, ConnectWise Cybersecurity Management


Q. What level of support does Autotask PSA offer?

Autotask PSA offers the following support options:
Knowledge Base, Email/Help Desk, Phone Support, FAQs/Forum, 24/7 (Live rep), Chat

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