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89 reviews
Recommended
Matt H.
President
Information Technology and Services, 1-10 employees
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Matt H.: Hey, I am Matt, president of a local IT company. I give Autotask PSA a five. For more reviews...
Anonymous Reviewer
Verified reviewer
Information Technology and Services, 10,001+ employees
Used daily for 2+ years
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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.
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.
The absolute biggest con about Autotask is they have no history features. All changes are unrecorded or unexposed in the software, so someone can go in change numbers on projects, customer license counts and there is no history of anyone changing these items. 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.
Anonymous Reviewer
Verified reviewer
Computer & Network Security, 1-10 employees
Used daily for 2+ years
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As a MSP you need to have one. The client facing ticket portal is unusable. The KB section makes it hard to add images.
It is a mature product. Has many features.
Hard to use. Has made few improvements over the years. The RMM (owned by same company) integration is basic.
Josh M.
Used daily for 2+ years
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This software makes it a breeze to enter tickets, track project, and from a management perspective makes like great for reporting.
No cons were added to this review
Andrew W.
Information Technology and Services, 11-50 employees
Used daily for 2+ years
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Has a lot of features to it and easy to manage the ticketing
It can be a bit clunky and dated in its design
Brandon D.
Information Technology and Services, 1-10 employees
Used daily for less than 6 months
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Simple to teach techs to run nad MSPs can scale and run their business more effectively. That’s why they server just MSPs and MSPs onl
Need more time to give feed back on cons of the software. They keep updating and making things work very well.
Derek I.
Used daily for 2+ years
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It is great for startup companies but not for companies that are growing and offers tools like big boy enterprise applications, and you can get up and running quickly.
I have been suggesting in the forums for years to have a way to remove in a simple and easy "select all" for graphics that are attached from the email parser and clutter up tickets, and no response. Recently I was in a webinar and pointedly asked about why this was not included in the update and crickets..... it is the little things that annoy folks over time, and having to scroll through every signature graphic and html goop and clean up ticket for easier use. The support staff for plugins like procurement and sales are also annoying...
Sunil A.
Information Technology and Services, 11-50 employees
Used daily for 2+ years
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Implementation is not simple, Cost to Use Ratio is not good. Confusion becomes high when you need to use so many different software to accomplish a smooth working environment.
Onsite Support: you can get customer signature for the work performed on mobile phone. Can refer back to the service tickets if they are filled accurately each time.
Does not provide a good Calendar view for Work distribution and management (It is crucial) Purchased it thinking we will be able to use it as CRM as well. Very basic CRM unusable. Gets expensive as you grow your team.
Dilip k.
Information Technology and Services, 501-1,000 employees
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This plays a major role in support projects. Mainly we can automate many things like getting reports and all the tickets information using this software.
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.
Not much but can be developed in order to make the things much easier and very well versed with tickets and very secure.
meghan m.
Information Technology and Services, 11-50 employees
Used daily for 6-12 months
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handle the work maintain The time and set the work different users
it is use to work define and maintain the task for The multiple user and it department handle work is easy find very easy time save and handle To work and priority to set which impotent or not to find and show that task
No cons were added to this review
Javier G.
Verified reviewer
Information Technology and Services, 1-10 employees
Used daily for 6-12 months
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It has a lot of nice features and dashboards, but they are also what becomes an issue in the future.
Way too many clicks to get simple tasks like invoicing done. They REALLY need to work on this aspect in particular. Invoicing was a time-consuming nightmare on this.
Jillane V.
Used daily for less than 6 months
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The success of our organization literally depends on Autotask.
I am able to track everything!!! My time, my expense reports, my notes on every account, create projects (project management), assign tasks, to-do's, tickets etc. Keeps you highly organized. Our entire company thrives off of this software and it is an instrumental tool in our success.
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.
Anonymous Reviewer
Verified reviewer
Information Technology and Services, 11-50 employees
Used daily for 2+ years
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I like it, but want to like it more. For my basic needs of recording time per project or ticket, it's a pain to use.
The best part of Autotask is the promise for what it can do. It sould work as a single service for managing projects, customers, and time keeping.
The worst part of Autotask is the user interface. It has most of the functionality I need, but it is just frustrating to use. The UI changes enough every release to make it hard to keep up. the changes only seem to make it harder to use.
Anonymous Reviewer
Verified reviewer
Farming, 10,001+ employees
Used daily for 1-2 years
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Autotask has lots of management capabilities for Managed Services Providers in the IT industry. They have a lot of functionality and fields available. 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
workflow rules and management of inbound emails. Dashboards for your team, account or individual
When we add custom fields, we should dont have an option to place it in the section / category we like. Sometimes, the support takes lot of time to get back even thought the issue raised is very critical
Richard S.
Verified reviewer
Food & Beverages, 201-500 employees
Used daily for 2+ years
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The program is primitive, poorly laid out and definitely not user friendly. The latest upgrade as far as I can tell was a step backwards for efficiency. I am not sure who codes this program but they have never set foot in a working environment and for something to be useful that is an experience that is a must.
The concept is sound and the fields are useful.
The windows are not laid out in an efficient manner.
Anastasia P.
Verified reviewer
Information Technology and Services, 501-1,000 employees
Used daily for less than 6 months
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Monitoring of sales performans is very useful. Easy to manage customer database.
You set up project targets and this software has a built-in project management module and will keep every key project indicators down to your targets. It has very good visualisation on dashboards, no excess information only what you have chosen.
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.
Yael C.
Information Technology and Services, 1-10 employees
Used daily for 1-2 years
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I have used Autotask PSA for my own time and expenses entry and to approve my team´s times and expenses. I was never too excited to use it as I struggled seeking some functionalities and reports.I
It effectively captures times and expenses consistently.
Not much user-friendly and difficult report extraction.
Jayesh S.
Verified reviewer
Computer Software,
Used daily for less than 6 months
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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.
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).
Anonymous Reviewer
Verified reviewer
Computer Software, 51-200 employees
Used daily for 1-2 years
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I used this for several years and had a hard time getting it to work effectively for our team. I did like some of the template functions.
It was not what we needed - it was difficult for us to customize and I had to do a lot of manual work manipulating data in the system.
Andrea O.
Information Technology and Services, 1-10 employees
Used daily for less than 6 months
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It's a bit different than all the other systems I have used. I really fancy the fact it has a stop watch to time the work you do.
Putting in Time for specific work done. Creating a ticket gets all the information needed right away.
Changing what's being done on a ticket is a bit of a task and something you have to constantly remember to do.
Jeremy B.
Utilities, 51-200 employees
Used daily for less than 6 months
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Very easy-to-use interface with a wealth of functionality, especially for project and activity management
Autotask's naming conventions for its modules and subsections can make it a bit confusing for a novice.
Blair B.
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Before using Autotask Pro our main issue were dropped client requests and communication problems. This has changed a lot with Autotask Pro. My employees especially like the ability to put tickets in, check the history of all tickets and the possibility to invoice clients in just a few clicks. My personal plus factor of this software is that it is web based and accessible from any web browser or mobile phone and, of course, I like that now I can see everything that's going on in my business in only one program.
Web based The company constantly rolls out new useful features Good support
Sales part could be better
Dipak S.
Information Services, 1-10 employees
Used daily for less than 6 months
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Easy to use, complete software..I like mostly Flexible Dashboard there is different View to See tickets
Autotask Workflow is Too Complicated..it Better to change to Workflow it is very hard to Manage 100 + Tickets.
Anonymous Reviewer
Verified reviewer
Information Technology and Services, 1-10 employees
Used daily for 6-12 months
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Autotask has an intuitive UI and a good workflow that allows you to manage your tickets and keep track of your time easily in one place,
My biggest issue with Autotask is how long it takes to some of the screens to load.
Anonymous Reviewer
Verified reviewer
Information Technology and Services, 11-50 employees
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The product can be more cost efficient than connect wise but you will loose a lot of features
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.
Shannon M.
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Autotask is a great tool for IT and support companies for managing contracts with clients. Contract setup and tracking are great. The initial setup and linking to QB can be a bit tricky, but once setup and talking correctly, it is a big time saver that offers communication between the operations and accounting.
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No cons were added to this review