What users are saying about
Top Rated
60 Ratings
Top Rated
60 Ratings
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Score 7.9 out of 101

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Likelihood to Recommend

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

Incident and problem management

Autotask
8.2
Organize and prioritize service tickets
Autotask
9.7
Expert directory
Autotask
7.2
Service restoration
Autotask
7.0
Self-service tools
Autotask
7.4
Subscription-based notifications
Autotask
8.3
ITSM collaboration and documentation
Autotask
8.5
ITSM reports and dashboards
Autotask
9.0

ITSM asset management

Autotask
7.7
Configuration mangement
Autotask
7.9
Asset management dashboard
Autotask
8.0
Policy and contract enforcement
Autotask
7.3

Change management

Autotask
8.2
Change requests repository
Autotask
8.3
Change calendar
Autotask
8.5
Service-level management
Autotask
8.0

Pros

  • Integrates well with RMM tools
  • A wealth of reports are available, or you can create your own
  • You can set up your users with individualized access rights to your company's data
  • The support team is awesome
Dan Gospe profile photo

Cons

  • 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.
No photo available

Likelihood to Renew

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

Autotask9.0
Based on 1 answer
The work flow is much better then other competitors
Daniel J. Lewis profile photo

Support

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

I've used OTRS and Autotask gives a better overall experience as it isn't just simply a ticketing system it gives greater breadth over what you can accomplish. It allows for better interdepartmental communication rather than just a place for end users and clients to dump more information for trouble tickets. OTRS just doesn't have the same feature set.
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Return on Investment

  • This is unfortunately not something that I can answer as I am not provided these types of details as a user.
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Pricing Details

Autotask

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