What users are saying about
39 Ratings
112 Ratings
39 Ratings
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Score 8.7 out of 100
112 Ratings
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Score 8.1 out of 100

Feature Set Ratings

    Project Management

    7.6

    Accelo

    76%

    Autotask PSA

    Feature Set Not Supported
    N/A
    Accelo ranks higher in 13/13 features

    Task Management

    9.2
    92%
    6 Ratings
    N/A
    0 Ratings

    Resource Management

    8.0
    80%
    4 Ratings
    N/A
    0 Ratings

    Gantt Charts

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Scheduling

    6.6
    66%
    6 Ratings
    N/A
    0 Ratings

    Workflow Automation

    7.5
    75%
    5 Ratings
    N/A
    0 Ratings

    Team Collaboration

    6.7
    67%
    5 Ratings
    N/A
    0 Ratings

    Support for Agile Methodology

    7.9
    79%
    4 Ratings
    N/A
    0 Ratings

    Support for Waterfall Methodology

    4.8
    48%
    2 Ratings
    N/A
    0 Ratings

    Email integration

    7.2
    72%
    6 Ratings
    N/A
    0 Ratings

    Mobile Access

    7.9
    79%
    5 Ratings
    N/A
    0 Ratings

    Timesheet Tracking

    9.2
    92%
    5 Ratings
    N/A
    0 Ratings

    Change request and Case Management

    7.5
    75%
    4 Ratings
    N/A
    0 Ratings

    Budget and Expense Management

    8.6
    86%
    6 Ratings
    N/A
    0 Ratings

    Professional Services Automation

    7.8

    Accelo

    78%

    Autotask PSA

    Feature Set Not Supported
    N/A
    Accelo ranks higher in 4/4 features

    Quotes/estimates

    7.6
    76%
    5 Ratings
    N/A
    0 Ratings

    Invoicing

    8.6
    86%
    4 Ratings
    N/A
    0 Ratings

    Project & financial reporting

    8.1
    81%
    5 Ratings
    N/A
    0 Ratings

    Integration with accounting software

    7.0
    70%
    4 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Accelo

    Feature Set Not Supported
    N/A
    7.7

    Autotask PSA

    77%
    Datto Autotask PSA ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    7.3
    73%
    28 Ratings

    Expert directory

    N/A
    0 Ratings
    7.4
    74%
    22 Ratings

    Service restoration

    N/A
    0 Ratings
    8.3
    83%
    18 Ratings

    Self-service tools

    N/A
    0 Ratings
    8.0
    80%
    22 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.0
    80%
    19 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.0
    70%
    19 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    8.0
    80%
    22 Ratings

    ITSM asset management

    Accelo

    Feature Set Not Supported
    N/A
    7.1

    Autotask PSA

    71%
    Datto Autotask PSA ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    7.0
    70%
    21 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    6.7
    67%
    19 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    7.8
    78%
    16 Ratings

    Change management

    Accelo

    Feature Set Not Supported
    N/A
    7.5

    Autotask PSA

    75%
    Datto Autotask PSA ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    7.4
    74%
    23 Ratings

    Change calendar

    N/A
    0 Ratings
    7.0
    70%
    19 Ratings

    Service-level management

    N/A
    0 Ratings
    8.2
    82%
    25 Ratings

    Attribute Ratings

    • Accelo is rated higher in 1 area: Likelihood to Recommend
    • Datto Autotask PSA is rated higher in 2 areas: Usability, Support Rating
    • Accelo and Datto Autotask PSA are tied in 1 area: Likelihood to Renew

    Likelihood to Recommend

    8.9

    Accelo

    89%
    8 Ratings
    7.6

    Autotask PSA

    76%
    28 Ratings

    Likelihood to Renew

    9.0

    Accelo

    90%
    1 Rating
    9.0

    Autotask PSA

    90%
    1 Rating

    Usability

    7.0

    Accelo

    70%
    1 Rating
    9.0

    Autotask PSA

    90%
    1 Rating

    Performance

    10.0

    Accelo

    100%
    2 Ratings

    Autotask PSA

    N/A
    0 Ratings

    Support Rating

    7.6

    Accelo

    76%
    5 Ratings
    8.4

    Autotask PSA

    84%
    8 Ratings

    Likelihood to Recommend

    Accelo

    Accelo is a system that can do it all. It's extremely sophisticated. Depending on the sophistication of your organization, or specifically the abilities of the people you put in charge of the implementation, it can almost be too sophisticated. It all just depends on your situation. The more you use it, the more data you give it, the more you'll be able to see and do. It's incredibly powerful. But it's definitely not a tool that would be appropriate for smaller boutique type organizations that have only basic needs.
    Charles Fashana, MBA | TrustRadius Reviewer

    Autotask PSA

    In my opinion, Datto Autotask is exceptionally complicated to set up, manage, and use on a daily basis. I would think the target market for this product would be someone managing a team of 20 - 50 people, possibly more. In my experience, for it to run properly you will need to dedicate at least half an FTE to running this product in an organization of that size per month. I would not recommend it for companies with less than 10 people or for companies that value quick communication with their clients. I would not recommend it for companies using Datto's RMM product. The integration exists, but it is clearly a bolt-on. They were not developed together and they are slow to talk to each other. Frequently you cannot add details from RMM sessions into the PSA without manually copying the ticket number, and if the ticket is more than a week old, then you can't even find it with the ticket number.
    Howard Rabb | TrustRadius Reviewer

    Pros

    Accelo

    • Timing Client Work: You are able to better manage your time on your clients.
    • Housing Client Info in one Area: You can view all you need for any given client in one area.
    Anonymous | TrustRadius Reviewer

    Autotask PSA

    • 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 | TrustRadius Reviewer

    Cons

    Accelo

    • Accelo is excellent on the adaptation to its deep functionalities.
    • Managing multiple project is very challenging.
    • Not easy to collect multiple reports across platforms.
    Johnson Martins | TrustRadius Reviewer

    Autotask PSA

    • To date, the maim area of improvement is the ability to allow for retrieving a ticket that may have inadvertently been deleted. At present there is no way to do this which at times can be frustrating.
    • The search function does leave something to be desired as it does require some specific wording to find what you're looking for.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    Accelo

    General

    Free Trial
    Yes
    Free/Freemium Version
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    Optional

    Starting Price

    $24 per month per user

    Accelo Editions & Modules

    Edition
    Plus24.001
    Premium39.001
    1. per month per user / per product
    Additional Pricing Details
    Accelo Plans start at $120.00 Per Month (on an Annual Contract) for Plus, and $195.00 Per Month (on an Annual Contract) for Premium. Plans include 5 Licenses which are used for various Accelo Products: Sales & Quotes, Projects, Tickets, Retainers, Billing, and Reports.

    Autotask PSA

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    Autotask PSA Editions & Modules

    Additional Pricing Details

    Likelihood to Renew

    Accelo

    Accelo 9.0
    Based on 1 answer
    Looking forward to seeing more refinement of features provided and upcoming features promised :)
    Brendon O'Sullivan | TrustRadius Reviewer

    Autotask PSA

    Autotask PSA 9.0
    Based on 1 answer
    After using multiple products on the market, Autotask was intuitive and easy to manage.
    Daniel J. Lewis | TrustRadius Reviewer

    Usability

    Accelo

    Accelo 7.0
    Based on 1 answer
    No answer on this topic is available.

    Autotask PSA

    Autotask PSA 9.0
    Based on 1 answer
    The work flow is much better then other competitors
    Daniel J. Lewis | TrustRadius Reviewer

    Support Rating

    Accelo

    Accelo 7.6
    Based on 5 answers
    From the beginning the Accelo team has been very invested in ensuring our success and overall happiness with the platform. The initial implementation specialists and trainers did a fairly good job of learning our company and needs, and tried to tailor the trainings accordingly. However, once we made the formal switch to the platform, meaning we no longer were using our legacy systems, we found that we had a lot of questions....and a lot of ideas and recommendations. The support team is extremely responsive and seemingly happy to receive our continual feedback. And if we encounter an issue that seems to be a system issue, they work diligently to fix it (we've actually had an engineer join a call with us to learn of the issue - and subsequently fix it)
    Charles Fashana, MBA | TrustRadius Reviewer

    Autotask PSA

    Autotask PSA 8.4
    Based on 8 answers
    They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
    Ashley Beal | TrustRadius Reviewer

    Alternatives Considered

    Accelo

    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 | TrustRadius Reviewer

    Autotask PSA

    The portion of Autotask that we've used other companies for prior to using Autotask is the Endpoint Management. The Autotask Endpoint Management (AEM) portal integrates perfectly with their PSA/CRM tools. It's alerting features are much better than the above software as there aren't a bunch of superfluous and unneeded alerts. Instead, it only alerts for things that you specify that you want.Alerts aside, for the PSA/CRM, I don't have much to compare it to as Autotask was the first PSA we tried. It's hard to imagine a PSA having more features or doing a better job than Autotask.
    Dan Gospe | TrustRadius Reviewer

    Return on Investment

    Accelo

    • It substantially reduced the number of systems we use to run our business.
    • It reduced the need to train our staff on a variety of platforms.
    • It gave us the ability to have a client-facing portal that directly integrates with our backend systems.
    Chris Osterhout | TrustRadius Reviewer

    Autotask PSA

    • We were able to identify the profitability of our entire client base.
    • We identified a loss of over 1 million dollars for time unbilled consultancy fees using metrics derived from Autotask.
    • Autotask helped us serve our client base in a professional manner, it's like having an entire department at your finger tips.
    • Autotask is the heartbeat of our operation.
    Anonymous | TrustRadius Reviewer

    Screenshots

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