Autotask Features

Autotask

IT Business Management Software Platform

4.41/5 (44 reviews)

Autotask Feature Summary

  • CRM
  • Contracts
  • Billing
  • Project Management
  • Service Desk
  • Tech Scheduling
  • Time & Expense
  • Quoting & e-Commerce
  • Outsource Management
  • Inventory

Operations Management Feature Comparison

Most popular features of all Operations Management apps

API (395 other apps)
Activity Dashboard (277 other apps)
Activity Tracking (171 other apps)
Audit Trail (152 other apps)
Auditing (234 other apps)
Automatic Notifications (285 other apps)
Compliance Management (175 other apps)
Custom Fields (163 other apps)
Customizable Reporting (222 other apps)
Data Import/Export (222 other apps)
Document Storage (169 other apps)
Inventory Management (186 other apps)
Inventory Tracking (183 other apps)
Invoice Management (164 other apps)
Monitoring (174 other apps)
Multi-Location (155 other apps)
Real Time Data (196 other apps)
Reporting & Statistics (191 other apps)
Third Party Integration (194 other apps)
Workflow Management (191 other apps)

Competitor Feature Comparison

API
Access Control
Accounting Integration
Accounting Management
Activity Dashboard
Alerts / Escalation
Approval Process Control
Asset Management
Audit Trail
Auditing
Automated Scheduling
Automatic Backup
Automatic Notifications
Billable Hours Tracking
Billing & Invoicing
CRM Integration
Client Management
Client Portal
Collaboration Tools
Collaborative Workspace
Configurable Workflow
Contact Database
Contact History
Contact Management
Continuous Backup
Contract Management
Customer Database
Customizable Branding
Customizable Reporting
Dashboard Creation
Data Storage Management
Data Synchronization
Deadline Tracking
Deployment Management
Drag & Drop Interface
Email Alerts
Email Integration
Email Notifications
Event Tracking
Expense Tracking
HIPAA Compliance
History Tracking
IT Asset Tracking
Incident Management
Inventory Management
Job Scheduling
Milestone Tracking
Monitoring
Opportunity Management
Permission Management
Professional Services Automation
Profitability Analysis
Project Management
Project Time Tracking
Projections
Quote Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Updates
Remote Monitoring
Reporting & Statistics
Rights Management
SLA Management
Sales Analytics
Secure Data Storage
Self Service Portal
Service Level Management
Single Sign On
Software Deployment
Support Ticket Tracking
Task Management
Ticket Management
Time & Expense Tracking
Timesheets
Tracking Features
Trouble Ticketing
Widgets
Workflow Management
eCommerce Management
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API
Access Control
Accounting Integration
Accounting Management
Activity Dashboard
Alerts / Escalation
Approval Process Control
Asset Management
Audit Trail
Auditing
Automated Scheduling
Automatic Backup
Automatic Notifications
Billable Hours Tracking
Billing & Invoicing
CRM Integration
Client Management
Client Portal
Collaboration Tools
Collaborative Workspace
Configurable Workflow
Contact Database
Contact History
Contact Management
Continuous Backup
Contract Management
Customer Database
Customizable Branding
Customizable Reporting
Dashboard Creation
Data Storage Management
Data Synchronization
Deadline Tracking
Deployment Management
Drag & Drop Interface
Email Alerts
Email Integration
Email Notifications
Event Tracking
Expense Tracking
HIPAA Compliance
History Tracking
IT Asset Tracking
Incident Management
Inventory Management
Job Scheduling
Milestone Tracking
Monitoring
Opportunity Management
Permission Management
Professional Services Automation
Profitability Analysis
Project Management
Project Time Tracking
Projections
Quote Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Updates
Remote Monitoring
Reporting & Statistics
Rights Management
SLA Management
Sales Analytics
Secure Data Storage
Self Service Portal
Service Level Management
Single Sign On
Software Deployment
Support Ticket Tracking
Task Management
Ticket Management
Time & Expense Tracking
Timesheets
Tracking Features
Trouble Ticketing
Widgets
Workflow Management
eCommerce Management
Visit WebsiteCompare App
API
Access Control
Accounting Integration
Accounting Management
Activity Dashboard
Alerts / Escalation
Approval Process Control
Asset Management
Audit Trail
Auditing
Automated Scheduling
Automatic Backup
Automatic Notifications
Billable Hours Tracking
Billing & Invoicing
CRM Integration
Client Management
Client Portal
Collaboration Tools
Collaborative Workspace
Configurable Workflow
Contact Database
Contact History
Contact Management
Continuous Backup
Contract Management
Customer Database
Customizable Branding
Customizable Reporting
Dashboard Creation
Data Storage Management
Data Synchronization
Deadline Tracking
Deployment Management
Drag & Drop Interface
Email Alerts
Email Integration
Email Notifications
Event Tracking
Expense Tracking
HIPAA Compliance
History Tracking
IT Asset Tracking
Incident Management
Inventory Management
Job Scheduling
Milestone Tracking
Monitoring
Opportunity Management
Permission Management
Professional Services Automation
Profitability Analysis
Project Management
Project Time Tracking
Projections
Quote Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Updates
Remote Monitoring
Reporting & Statistics
Rights Management
SLA Management
Sales Analytics
Secure Data Storage
Self Service Portal
Service Level Management
Single Sign On
Software Deployment
Support Ticket Tracking
Task Management
Ticket Management
Time & Expense Tracking
Timesheets
Tracking Features
Trouble Ticketing
Widgets
Workflow Management
eCommerce Management
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Mobile apps

iOS App


127 reviews

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Requires iOS 7.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


0 reviews

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Autotask Feature Reviews

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

Bruce Laing

Amazingly comprehensive managed services

2018-07-11

We originally were looking to swap to something from Hounddog when it was expensive years ago and this did everything HoundDog \ GFI Max did but much cheaper and that was just on the monitoring side of things.

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

There's a huge wealth of auditing data that is captured by the software but you can't easily pull this out.

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
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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

They have a lot of functionality and fields available.

Pros

workflow rules and management of inbound emails.

Cons

When we add custom fields, we should dont have an option to place it in the section / category we like.

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

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

Source: GetApp
Helpful?   Yes   No
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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
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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
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Hesham Gomaa Elmasry , IBDL

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
ganpat lakhara

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
Read more
Lauren Collins

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

A great way to coordinate your client information and workflow with your team

2018-07-02

Pros

Scheduling, ticketing, invoicing are all in one place.

Cons

It would be nice to have nicer looking client-facing reports, which seem to be lacking in this system aside from the invoicing.

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
Ovidiu Pascaru

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
Read more
Michael Bratton

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
Jillane Vennera

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
Jonathan Amburn

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
Tyler LeBrun

It isn't the prettiest or sleekest looking, but AEM provides a deep toolkit for the IT professional.

2018-01-09

AEM makes it easy to organize multiple off-site locations and set up hardware monitoring, apply a scheduled server restart for patches, and the ability to quickly and easily apply scripts to remote computers without ever logging onto them.

Pros

You can drill down to a computer on an individual level, or group entire office sites into resource monitoring or apply your custom written scripts to them, either one time or schedule a time for them to reoccur.

Cons

There also is a bit of a learning curve compared to other similar management systems, however AEM does reward you for learning all its in's and out's with a vast array of customization features to manage the computers exactly how you want.

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
Anonymous
( company, 51-200 employees)

User-friendly UI and fantastic features

2018-07-17

Kepp my clients updated easily and monitor the performance of employees

Pros

* User-friendly UI - Easy to navigate and keep track of open tasks\tickets * Notification system is really helpful- Save time by sending emails and task updates in Autotask * The search function allows you to filter your ticket\task searches with multiple categories * Customized dashboards that allow you to display employee times logged in Autotask and many other aspects of your business * Multiple devices supported

Cons

* The site does have compatibility issues with some devices (Televisions) - This is not a major issue as the site works perfectly but on some devices the presentation mode does not display all available options.

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
Read more
Baldeep Birak

Powerful Helpdesk

2018-04-19

Pros

With all the data teams enter in the working day this can help accounts departments with invoicing in bulk with time constraints.

Cons

For the end user there are a number of fields to input.

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

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
Travis Austin

Autotask Has Revolutionized the Way We Operate

2010-01-22

I HIGHLY recommend Autotask as a platform on which to run an IT Services Company or Managed Services Provider business. It has revolutionized the way we operate, and I simply can't imagine being profitable and efficient without it.

Pros

The integration with Quickbooks has streamlined our bookkeeping and invoicing. The integration with Kaseya has made our service delivery much more efficient.

Cons

This has all been for the positive with us, though, and in the end we are much better off for changing our processes to match Autotask's workflow when it makes sense.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Pablo Legorreta

It's a leading PSA that needs work

2018-03-22

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

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.

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
Dipak Sutare

Great Experience

2017-10-05

Pros

Easy to use, complete software..I like mostly Flexible Dashboard there is different View to See tickets

Cons

Autotask Workflow is Too Complicated..it Better to change to Workflow it is very hard to Manage 100 + Tickets.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Garry Adams

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

2017-12-05

We run our entire business out of Autotask. It does everything for us as an MSP.

Pros

All service related issues, time spent, contracts, hardware, etc goes in there.

Cons

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.

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
Read more
Joe Parker

You don't know what you have till it's gone...

2018-05-17

It did the job it was supposed to do, integrated well with other titles, and is a polished, mature offering.

Pros

Autotask can do alot. In fact, it can do so much that you can be overwhelmed at times. Also, it almost always works, with very few service delays or interruptions. It wasn't until I switched PSAs that I realized how good it is.

Cons

Not always super intuitive. Inventory doesn't support UPC codes.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

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

Autotask make managing our IT department a piece of cake.

2017-08-08

Pros

It's changed the way we handle our work flows, and project management, and made ticketing and billing simple.

Cons

The only down side I can really see that we had with the software was the learning curve. It was a little different to get used to at first, but not I'm not sure what we did without it.

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
Jayesh Suthar

Easy to use

2018-01-06

Pros

All i can say that its very ease to use and user friendly UI. Can track all my task in just one screen like Completed, Under-Process, Pending.

Cons

The thing which i like least about this software is to create new ticket. We need to enter lots of things to create one ticket. some are useful but some are just information (which can be ignored).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
chris oliva

Daily use for MSP employees

2018-01-09

Use it daily for MSP work

Pros

Integrates perfectly with Autotask PSA, and allows so much automation that once configured, takes care of most small issues automatically.

Cons

Can take a long time to get fully configured with scripts and automatic fixes.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Jahiezer Indriago

Verified Reviewer

All you need to make a tickets in one page

2018-06-27

Pros

A very helpful tool for working into the online world and have a controll for all your transactions ith the clients no matters the place in the world they are. The UI is really nice, thouhg is not the most pretty, have the most frecuently tools in ne page and make the proces faster.

Cons

One of the most problematic issues that i see is in the securyty, is not real levels, everyone wit acces can do anything they want to, so you must have complety trust in the person you give acces, but in bussines fully trust is not enough.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

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