What users are saying about
12 Ratings
Top Rated
58 Ratings
12 Ratings
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Score 6.2 out of 101
Top Rated
58 Ratings
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Score 8 out of 101

Add comparison

Likelihood to Recommend

Accelo

Pretty good as a basic CRM, decent as a support desk. Tries to do a lot, but doesn't excel at any one thing. Reasonably priced, though, and can be a component in a larger setup.
Ryan Freeman profile photo

Autotask

Autotask is much more well suited to a busy company. It's a little bit price-prohibitive if you only have a couple of employees or not many clients. This solution works for us, having 10 employees and about 200 clients. Any less than that, the pricing wouldn't be worthwhile.Autotask fits very well with us. It's easy to keep on task. Any tickets that are getting old will shoot out alerts and scheduled tasks for our techs to finish up work on it. It's also very easy to run reports for clients on the services that they've used through us. We love Autotask.
Dan Gospe profile photo

Feature Rating Comparison

Project Management

Accelo
5.3
Autotask
Task Management
Accelo
5.0
Autotask
Resource Management
Accelo
5.5
Autotask
Gantt Charts
Accelo
6.0
Autotask
Scheduling
Accelo
5.0
Autotask
Workflow Automation
Accelo
5.0
Autotask
Team Collaboration
Accelo
4.3
Autotask
Support for Agile Methodology
Accelo
3.7
Autotask
Support for Waterfall Methodology
Accelo
5.0
Autotask
Email integration
Accelo
7.4
Autotask
Mobile Access
Accelo
4.5
Autotask
Timesheet Tracking
Accelo
7.1
Autotask
Change request and Case Management
Accelo
5.1
Autotask
Budget and Expense Management
Accelo
5.1
Autotask

Professional Services Automation

Accelo
4.7
Autotask
Quotes/estimates
Accelo
3.6
Autotask
Invoicing
Accelo
4.1
Autotask
Project & financial reporting
Accelo
5.1
Autotask
Integration with accounting software
Accelo
6.1
Autotask

Incident and problem management

Accelo
Autotask
8.5
Organize and prioritize service tickets
Accelo
Autotask
9.6
Expert directory
Accelo
Autotask
6.9
Service restoration
Accelo
Autotask
7.9
Self-service tools
Accelo
Autotask
8.2
Subscription-based notifications
Accelo
Autotask
9.5
ITSM collaboration and documentation
Accelo
Autotask
9.1
ITSM reports and dashboards
Accelo
Autotask
8.5

ITSM asset management

Accelo
Autotask
8.1
Configuration mangement
Accelo
Autotask
8.2
Asset management dashboard
Accelo
Autotask
8.5
Policy and contract enforcement
Accelo
Autotask
7.7

Change management

Accelo
Autotask
9.4
Change requests repository
Accelo
Autotask
9.6
Change calendar
Accelo
Autotask
9.5
Service-level management
Accelo
Autotask
9.2

Pros

  • Allows you to send emails directly from the target's account
  • Allows you to create tasks
  • Keeping track of notes made is easy
No photo available
  • The graphical calculations on time spent on requests, how long they were open for, who worked on a ticket last.
  • Grouping by priority so you can determine easier what needs to be addressed sooner rather then later. This also helps if Account Management has conversations a technician is not aware of so they can prioritize efficiently.
  • The email updates that are sent out to the technicians so they are aware of upcoming or stale tickets.
Daniel J. Lewis profile photo

Cons

  • Difficult to upload targets
  • Not easy to modify a target
  • When uploading targets you can not attach them to tags until after they are uploaded.
  • When listing opportunities in the system, you are limited with what stage the opportunity is in and the star system is not very helpful. The status' are very vague and not always accurate.
No photo available
  • The documentation or "Notes" needs work. I have been exporting other options for an internal database of passwords, IP's, etc however this information can be a hassle to obtain with the current layout.
  • Searching is a huge utility in this industry, I'd like to be able to open a company "notes" or page and search for a specific server, account number, IP, etc however this is lacking which in turn takes time to drill down the listed categories.
Daniel J. Lewis profile photo

Likelihood to Renew

Accelo9.0
Based on 1 answer
Looking forward to seeing more refinement of features provided and upcoming features promised :)
Brendon O'Sullivan profile photo
Autotask9.0
Based on 1 answer
After using multiple products on the market, Autotask was intuitive and easy to manage.
Daniel J. Lewis profile photo

Usability

Accelo7.0
Based on 1 answer
No answer on this topic is available.
Autotask9.0
Based on 1 answer
The work flow is much better then other competitors
Daniel J. Lewis profile photo

Support

No score
No answers yet
No answers on this topic
Autotask8.0
Based on 1 answer
Due to the cloud based technology our downtime is significantly less then other software based programs.
Daniel J. Lewis profile photo

Alternatives Considered

Accelo doesn't really exceed any competitors in any one area of their product, but in 2015 when we made the move this was the best option that included all the tools we wanted. However, user adoption was low in some areas due to the UI, so we scaled back Accelo and added other tools.
Ryan Freeman profile photo
Autotask is more robust than simple ticketing systems. It provides better billing ability that many ticketing systems and works well with existing clients. The invoicing options provided are beneficial to the business and streamline the process. The ticketing system provides documentation needed to service clients today and tomorrow. Autotask is on the right path.
Kris Lambert profile photo

Return on Investment

  • Allows our growing team to have more client information and context accessible during client interactions.
Ryan Freeman profile photo
  • Improved billing as time is recorded as it happens.
  • Has improved our support by allowing to track and implement resolutions for recurring issues.
No photo available

Pricing Details

Accelo

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
1.  Per Installation
Accelo Editions & Modules
Accelo
Edition
Plus
$191
Premium
$341
1. Per User
Additional Pricing Details

Autotask

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Autotask Editions & Modules
Autotask
Additional Pricing Details