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Autotask PSA Reviews - Page 3
91 reviews
Recommended
Anonymous Reviewer
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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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Ovidiu P.
Used weekly for 6-12 months
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- the vast amount of customisations available to build a comprehensive ticket management system for your organisation or as a service to others.
- 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. The interface overall is clunky and slow in general.
Anonymous Reviewer
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Telecommunications, 11-50 employees
Used daily for less than 6 months
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newly introduced to newer start up company. Service techs seemed to like it, but the sales team could not find an effective use for tracking customers or reporting activity
one source of customer information stored accurately
extremely difficult to navigate and very time consuming with data input
Paul C.
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I used autotask for 2 years at an IT firm. We used it for ticketing and CRM. I found it to be a pretty steep learning curve but once you had it it was very easy to use.
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Robert1851
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I always have my files with me with Soonr and I love the iPhone and iPad apps. Soonr really makes my tablet a Post-PC device and I can do nearly everything I could on my laptop. A great service for any Team, of any size.
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Harri K.
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David W.
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Information Technology and Services, 201-500 employees
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Russell J.
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Information Technology and Services, 1-10 employees
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Shantanu G.
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mona b.
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MUNGAMURU S.
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Randy K.
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Information Technology and Services, 1-10 employees
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Gary H.
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Information Technology and Services, 11-50 employees
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Jonathan L.
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Eric O.
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Information Technology and Services, 1-10 employees
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Garry A.
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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.
Elizabeth M.
Information Technology and Services, self-employed
Used daily for 6-12 months
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Overall I enjoyed using the Autotask PSA for most things, but it was not a good fit for the team I was working with.
Autotask PSA is a great option for large teams. It is fully customizable, offers a wide array of features, and has an excellent, hands-on onboarding process. It is a great option for large teams.
This software required quite a bit of manual set up for tasks I needed -- things such as automatically sending emails to clients on ticket updates, changing fields from required to not required, etc. For a very small team, onboarding was a bit onerous.
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.
Anonymous Reviewer
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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.
Karen F.
Hospital & Health Care, 51-200 employees
Used daily for 6-12 months
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My overall experience would be two thumbs up! it isn't another ticket managing system I would prefer rather than Auto task. I feel like I'm going to be with it for a long time
Auto task can integrate with almost any third-party software you can imagine it can create tickets on its own from alerts received from third-party vendors, can close tickets when it notices the devices back online all by itself and on and on and on. With auto tasks if you want to automate or just keep track of your tickets or service calls it's so simple
If you've never used auto task before it can feel overwhelming. There is so much you can click on and view that most users have a hard time learning everything it can do
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.
Nathan L.
Computer & Network Security, self-employed
Used daily for less than 6 months
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The integration with Datto RMM is a plus. They work hand in hand. I am able to track my clients and time I spend doing tasks down to the minute.
This software has been great. It took me a while to get the hang of it. I am still learning the ropes, and I am into it for 2 months now. The staff has been very helpful in getting me onboard. I have not used all of my included support call time yet.
The learning curve is steep. You are only allowed 3 hours of free phone support to get started. Be careful with utilizing it to the fullest.
Bruce L.
Verified reviewer
11-50 employees
Used daily for 2+ years
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The AutoTask \ Datto AEM software is one of the best RMM products we've used. 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. 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. Each time we look to replace it with another RMM tool, when we compare the features and the price per device we just can't beat it.
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
The inbuilt reporting is being massively improved over the next few months \ iterations, as currently it leaves something to be desired. There's a huge wealth of auditing data that is captured by the software but you can't easily pull this out. 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.
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.
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