Autotask PSA Features

Autotask PSA

IT Business Management Software Platform

4.24/5 (83 reviews)

Competitor Feature Comparison

API
Access Controls/Permissions
Accounting
Accounting Integration
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Approval Process Control
Asset Management
Asset Tracking
Audit Management
Audit Trail
Automated Routing
Automated Scheduling
Automatic Backup
Availability Management
Billable Items Tracking
Billing & Invoicing
CRM
Calendar Management
Call Center Management
Capacity Management
Change Management
Chat/Messaging
Client Management
Client Portal
Collaboration Tools
Configurable Workflow
Configuration Management
Contact Management
Contract/License Management
Customer Accounts
Customer Database
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Dashboard Creation
Data Import/Export
Data Storage Management
Data Visualization
Document Management
Document Storage
Drag & Drop
Email Alerts
Email Management
Expense Tracking
HIPAA Compliant
Help Desk Management
IT Asset Management
IT Asset Tracking
IT Reporting
Incident Management
Inventory Management
Inventory Tracking
Invoice Management
Issue Auditing
Issue Management
Knowledge Base Management
Knowledge Management
License Management
Live Chat
Maintenance Scheduling
Monitoring
Network Monitoring
Patch Management
Performance Metrics
Prioritization
Problem Management
Project Management
Project Time Tracking
Projections
Purchase Order Management
Purchasing & Receiving
Quotes/Estimates
Real Time Analytics
Real Time Data
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Updates
Reminders
Remote Access/Control
Remote Monitoring & Management
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
SSL Security
Scheduling
Secure Data Storage
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Single Sign On
Status Tracking
Summary Reports
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management
Task Scheduling
Third Party Integrations
Time & Expense Tracking
Timesheet Management
Vendor Management
Workflow Management
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API
Access Controls/Permissions
Accounting
Accounting Integration
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Approval Process Control
Asset Management
Asset Tracking
Audit Management
Audit Trail
Automated Routing
Automated Scheduling
Automatic Backup
Availability Management
Billable Items Tracking
Billing & Invoicing
CRM
Calendar Management
Call Center Management
Capacity Management
Change Management
Chat/Messaging
Client Management
Client Portal
Collaboration Tools
Configurable Workflow
Configuration Management
Contact Management
Contract/License Management
Customer Accounts
Customer Database
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Dashboard Creation
Data Import/Export
Data Storage Management
Data Visualization
Document Management
Document Storage
Drag & Drop
Email Alerts
Email Management
Expense Tracking
HIPAA Compliant
Help Desk Management
IT Asset Management
IT Asset Tracking
IT Reporting
Incident Management
Inventory Management
Inventory Tracking
Invoice Management
Issue Auditing
Issue Management
Knowledge Base Management
Knowledge Management
License Management
Live Chat
Maintenance Scheduling
Monitoring
Network Monitoring
Patch Management
Performance Metrics
Prioritization
Problem Management
Project Management
Project Time Tracking
Projections
Purchase Order Management
Purchasing & Receiving
Quotes/Estimates
Real Time Analytics
Real Time Data
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Updates
Reminders
Remote Access/Control
Remote Monitoring & Management
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
SSL Security
Scheduling
Secure Data Storage
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Single Sign On
Status Tracking
Summary Reports
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management
Task Scheduling
Third Party Integrations
Time & Expense Tracking
Timesheet Management
Vendor Management
Workflow Management
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API
Access Controls/Permissions
Accounting
Accounting Integration
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Approval Process Control
Asset Management
Asset Tracking
Audit Management
Audit Trail
Automated Routing
Automated Scheduling
Automatic Backup
Availability Management
Billable Items Tracking
Billing & Invoicing
CRM
Calendar Management
Call Center Management
Capacity Management
Change Management
Chat/Messaging
Client Management
Client Portal
Collaboration Tools
Configurable Workflow
Configuration Management
Contact Management
Contract/License Management
Customer Accounts
Customer Database
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Dashboard Creation
Data Import/Export
Data Storage Management
Data Visualization
Document Management
Document Storage
Drag & Drop
Email Alerts
Email Management
Expense Tracking
HIPAA Compliant
Help Desk Management
IT Asset Management
IT Asset Tracking
IT Reporting
Incident Management
Inventory Management
Inventory Tracking
Invoice Management
Issue Auditing
Issue Management
Knowledge Base Management
Knowledge Management
License Management
Live Chat
Maintenance Scheduling
Monitoring
Network Monitoring
Patch Management
Performance Metrics
Prioritization
Problem Management
Project Management
Project Time Tracking
Projections
Purchase Order Management
Purchasing & Receiving
Quotes/Estimates
Real Time Analytics
Real Time Data
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Updates
Reminders
Remote Access/Control
Remote Monitoring & Management
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
SSL Security
Scheduling
Secure Data Storage
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Single Sign On
Status Tracking
Summary Reports
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management
Task Scheduling
Third Party Integrations
Time & Expense Tracking
Timesheet Management
Vendor Management
Workflow Management
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Mobile apps

iOS App


30 reviews

Requires iOS 11.2 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


679 reviews

Autotask PSA Feature Reviews

25 reviewers had the following to say about Autotask PSA's features:

Hesham Gomaa Elmasry ,.

Verified Reviewer

Very easy project scheduler app

2019-07-04

Very productive project management app especially, the scheduling and the reporting part

Pros

It avails a very productive and professional dashboard, it organizes huge communications on tickets and projects very easy, it facilitates in-line scheduling for phases and related tasks very easy, it allows customize very productive reports and you can schedule when you need to receive these reports automatically.

Cons

We sometimes face problems with the integration with Autotasks APIs, as sometimes it works and sometimes not.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: GetApp
Helpful?   Yes   No
Read more
Tyler S.

Average PSA System with almost non-existent support

2021-02-12

The worst support out of any software/service we use. They have been like this for the last 7+ years I have been using this product.

Pros

Trouble tickets, expense reports and time entry

Cons

CRM is very basic as is project management

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

1/10
Source: Capterra
Helpful?   Yes   No
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Mahesh R.

User friendly PSA

2020-12-01

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.

Cons

The report generation is a little slow sometimes.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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ganpat l.

Autotask is too good software for work management. we can maintain easily team with this software

2018-01-04

Team work management

Pros

work asign to the user and pending work of every user with project management system is also very fine

Cons

speed of the software and design of the software easily understood for work purpose. reports also too much good for reporting purpose .

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Hesham Gomaa Elmasry ,.

Verified Reviewer

Very effective ticketing and project management tool

2018-08-10

Pros

It has a very powerful dashboard to list all project's status and other very helpful statistics, also the recent feature saves a lot of time searching for the same issue or ticket I just opened from a while.

Cons

Why there is no feature to generate Project management charts like, network diagrams, WBS, Gantt charts from the current open projects?

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: GetApp
Helpful?   Yes   No
Read more
Anonymous
(Telecommunications company, 11-50 employees)

Telecommunications management

2018-09-10

Service techs seemed to like it, but the sales team could not find an effective use for tracking customers or reporting activity

Pros

one source of customer information stored accurately

Cons

extremely difficult to navigate and very time consuming with data input

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

1/10
Source: Capterra
Helpful?   Yes   No
Read more
Bruce L.

Amazingly comprehensive managed services

2018-07-11

It also added, remote management, auditing, bulk updates, patch management, reporting, which we weren't getting from Hounddog and we've been with AutoTask ever since.

Pros

Ridiculously low resource footprint Easy to add devices for management The amount of detailed information you get from the auditing is amazing Push out deployments in bulk

Cons

Sure you can filter devices by the info, but to actually pull a report, its painful. 3rd party patch management is also something they're working on developing further as there are competitors out there who do it much better.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Ovidiu P.

Convenient tool to following up on tickets for IT issues & IT management

2018-04-05

Pros

- the vast amount of customisations available to build a comprehensive ticket management system for your organisation or as a service to others.

Cons

- could work on the end-user interface some more, getting report lists of tickets and tickets status by date is an annoyance and requires several tries.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
Service Delivery Manager - Service Center (Asia & Africa) (Farming company, 10001+ employees)
Verified Reviewer

Good tool, but needs improvement and enhancements

2016-09-25

However, one frequent comment is that it takes too many clicks to complete a task. Also, overall effort tracking of a team or individual is not that straight forward

Pros

workflow rules and management of inbound emails.

Cons

Sometimes, the support takes lot of time to get back even thought the issue raised is very critical

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10

Recommendations to others considering Autotask PSA

Project Management, contract management, billing modules are good in Autoask and can be benificial

Source: GetApp
Helpful?   Yes   No
Read more
Josh M.

Great software to track our day to day tickets, projects, and time spent.

2017-07-18

Pros

This software makes it a breeze to enter tickets, track project, and from a management perspective makes like great for reporting.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

We love Autotask PSA!

2018-02-05

Ease of use, and productivity for the staff. Mobile app makes it easy for people to get their notes in.

Pros

The techs can easily put in their time entries, and the software exports to QuickBooks very nicely.

Cons

The reporting functionality is amazing, but it has a very steep learning curve.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Tharini D.

Good PSA but the API requires major developments and functionality enhancements

2019-08-02

Overall a good PSA however needs major improvements to the API because right now it feels like they made it just to show off they have an API because it has so many limitations.

Pros

Feature rich.Good for documentation and tracking tickets and device details. The workflow system is good.Mostly flexible.

Cons

Not user friendly- takes time to learn. API needs a lot of development - cannot merge using API, Attachment size limit that doesnt make sense at all?

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Lauren C.

great for prioritizing helpdesk tasks

2018-04-10

management of helpdesk and setting priorities

Pros

ability to keep track and prioritize helpdesk tickets. many functions and options . fairly user friendly and very descriptive. love to use the dashboard to keep track of all my clients tickets

Cons

it can sometimes be a little to detailed and take awhile to create a simple ticket. short codes are complicated to create. autofill for somethings would help alot to cut down on time

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Used this program for two years as the department service management system. I was named a champion

2018-06-12

Was able to fill the service management needs of a large field service division.

Pros

Had a wide variety of modules and a solid work flow engine. Made appropriate recommendations for additional and followup actions. Front end was a intuitive GUI .

Cons

Unable to integrate material purchasing and reporting software hence autotask produced invoices that had to be exception ed out of inventory. Accounting software engine was based on quick books hence it was never able to integrate with the one write enterprise accounting software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Jillane V.

New to the software. It does SO much!!

2018-05-08

The success of our organization literally depends on Autotask.

Pros

My time, my expense reports, my notes on every account, create projects (project management), assign tasks, to-do's, tickets etc.

Cons

It's a little hard to learn, but once you do it on a consistent basis you get used to it. It's a lot to learn, and there are some YouTube videos that sort of help, but not really. Just start using it, and it will come a little more naturally.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Katie K.

A PSA to handle everything from ticketing to invoicing; Extremely customizable

2019-05-23

Customer support was also very helpful when we had specific questions or issues, and there is a handy scheduling feature for technical support chats.

Pros

Different departments can have customized ticket categories, including Issue Types, priorities, resources, ticket status, due dates, workflows and notifications (and more) to fire off based on the rules associated with each category.

Cons

When creating a new ticket, time entry or activity entry, a new window opens in the browser (which was an annoyance for some team members).

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Jeremy B.

Feature-rich system to track your employees and your project

2021-09-12

Pros

Very easy-to-use interface with a wealth of functionality, especially for project and activity management

Cons

Autotask's naming conventions for its modules and subsections can make it a bit confusing for a novice.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Jonathan A.

Great overall system

2017-11-10

Pros

I don't use this for any billing or project management anymore but have in the past.

Cons

Email parser seems to have some intermittent problems where the email is not converted to a ticket. Reporting capabilities need some serious overhaul - only the most basic reports/info are available.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Dilip k.

Best ticketing tool

2020-09-14

Mainly we can automate many things like getting reports and all the tickets information using this software.

Pros

This one will do the work easier and can track all the tickets being created and managed by our entire project and will provide us with automation APIs to integrate it and get good results.

Cons

Not much but can be developed in order to make the things much easier and very well versed with tickets and very secure.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anastasia P.

Verified Reviewer

You won't forget what needs to be done!

2020-01-22

Monitoring of sales performans is very useful. Easy to manage customer database.

Pros

It has very good visualisation on dashboards, no excess information only what you have chosen.

Cons

It takes some time to figure out the platform interface. For me it was not easy to figure out how to make a pop-up reminder.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: GetApp
Helpful?   Yes   No
Read more
Emily A.

Autotask

2021-04-29

I used Autotask on a daily basis for over four years.

Pros

I like how customizable the dashboards and widgets could be.

Cons

Sometimes there were too many options when trying to run reports that I couldn't figure out how to get exactly what I wanted.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Autotask IT Management Streamlined out ticketing and service needs.

2018-04-10

Pros

Autotask IT Management made it easy for us to keep track of our work, time spent, and customer information.

Cons

The learning curve was a little steep, but overall I haven't found too much to complain about the software overall.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Information Technology and Services company, 10001+ employees)

Autotask has no History

2018-09-26

Autotask is mainly use for Tech Support, Support Contracts and Project Management. It does an OK job with Tech Support, but all the other items are arduous to set up and very time consuming.

Pros

I really do not like Autotask as a software, there is not many features that are great as our team decided to use it for not it's design purpose which is an IT management company for projects, CRM, etc.

Cons

It has been requested as a feature for 2 years and the only reply is "we have it on the roadmap" even though it is a highly sought after and frankly, BASIC feature that they never included.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

0/10
Source: Capterra
Helpful?   Yes   No
Read more
Michael B.

An easy to use and well integrated solution for IT companies

2017-06-09

From my dashboard, I am able to monitor ticket openings for my team, overall closures per technician, ticket priorities and SLA clocks, and escalations.

Pros

-A sharp looking, customizable dashboard -Multiple ways to view ticket queues and monitor technicians -Client Portal -Easy to build knowledge base -Attractive report views for every business need

Cons

-Frequent crashes and freezes -More complicated to implement then ServiceNow -On average is a higher dollar amount than other industry leaders -Long contracts as well as yearly rolling contracts

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Information Technology and Services company, 11-50 employees)

Solid solution with lots of integrations

2021-07-15

Overall Autotask has been a solid solution for our MSP. As we grow, we continually discover features within the PSA that we didn't know we had and/or needed. This has helped keep our costs down since we don't have to add additional toolsets from other vendors.

Pros

The integration with distributors helps with contract management, as purchased licenses with the vendor automatically get added to the service contract in Autotask.

Cons

The design feels dated and not as intuitive as other solutions we've tried and in spite of several new releases, the overall UI doesn't appear to be changing.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more