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Autotask PSA is an intelligent IT business management platform that centralizes operations to deliver the
Typical customers
Platforms supported
Support options
Training options
Value for money
3.8
/5
94
Starting from
No pricing info
Value for money contenders
Functionality
4.2
/5
94
Total features
87
10 categories
Functionality contenders
Overall Rating
4.3
/5
94
Positive reviews
46
31
13
3
1
Overall rating contenders
Matt H.
President
Information Technology and Services, 1-10 employees
Review source
Transcript
Matt H.: Hey, I am Matt, president of a local IT company. I give Autotask PSA a five. For more reviews...
Garry A.
Verified reviewer
11-50 employees
Used daily for 2+ years
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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.
Ben L.
Information Technology and Services, 11-50 employees
Used daily for 2+ years
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Autotask is a clean solution to IT ticketing needs that can otherwise be a complete mess to sort through.
Autotask is highly customizable and sorts everything into queues easily. AT tracks more aspects of the business than other ticketing platforms I've used.
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.
Rob P.
Information Technology and Services, 1-10 employees
Used daily for 2+ years
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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.
Pablo L.
Used daily for 2+ years
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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
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.
Chris H.
Information Technology and Services, 11-50 employees
Used daily for 2+ years
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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.
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