What users are saying about
66 Ratings
Top Rated
215 Ratings
66 Ratings
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Score 7.6 out of 101
Top Rated
215 Ratings
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Score 8.1 out of 101

Likelihood to Recommend

Autotask

Having used AutoTask in primarily a support role it was a really great way to keep track of support cases. They allow you to create multiple queues that can be specific to certain teams or task types. It is highly customizable. It offers a great portal for the end user to login and see the status of the cases. It's very easy to learn and teach other how to use
Zach Cooper profile photo

ConnectWise Manage

Wouldn't be good for small businesses and unless you are providing work that needs to be generated by a ticket, this wouldn't be for you. It's great for companies that need to log specific information for customers and record time entered by employees. It's good for project management, keeping track of financials and time
Alissa Levanway profile photo

Feature Rating Comparison

Incident and problem management

Autotask
8.2
ConnectWise Manage
7.2
Organize and prioritize service tickets
Autotask
9.8
ConnectWise Manage
8.2
Expert directory
Autotask
7.2
ConnectWise Manage
6.4
Service restoration
Autotask
7.0
ConnectWise Manage
Self-service tools
Autotask
7.5
ConnectWise Manage
Subscription-based notifications
Autotask
8.3
ConnectWise Manage
5.7
ITSM collaboration and documentation
Autotask
8.6
ConnectWise Manage
6.1
ITSM reports and dashboards
Autotask
8.9
ConnectWise Manage
Ticket creation and submission
Autotask
ConnectWise Manage
8.4
Ticket response
Autotask
ConnectWise Manage
8.6

ITSM asset management

Autotask
7.7
ConnectWise Manage
Configuration mangement
Autotask
7.9
ConnectWise Manage
Asset management dashboard
Autotask
8.0
ConnectWise Manage
Policy and contract enforcement
Autotask
7.2
ConnectWise Manage

Change management

Autotask
8.2
ConnectWise Manage
Change requests repository
Autotask
8.2
ConnectWise Manage
Change calendar
Autotask
8.4
ConnectWise Manage
Service-level management
Autotask
8.0
ConnectWise Manage

Self Help Community

Autotask
ConnectWise Manage
6.8
External knowledge base
Autotask
ConnectWise Manage
6.8
Internal knowledge base
Autotask
ConnectWise Manage
6.7

Multi-Channel Help

Autotask
ConnectWise Manage
6.8
Customer portal
Autotask
ConnectWise Manage
7.0
IVR
Autotask
ConnectWise Manage
5.3
Social integration
Autotask
ConnectWise Manage
5.8
Email support
Autotask
ConnectWise Manage
7.5
Help Desk CRM integration
Autotask
ConnectWise Manage
8.4

Pros

Autotask

  • Simple web based interface for a variety of users, which makes it easier for our clients to use.
  • Variety of canned reporting.
  • Service Desk users have many options for organizing and documenting their workload.
No photo available

ConnectWise Manage

  • Tickets- Customers can email and a ticket is generated and falls under their profile for historical records. You can save documents and select if they are customer facing or only internal facing. The option as well to have communication in tickets whether its internal facing or customer facing is nice to have when you're trying to keep a record or important details for just internal means and the customer doesn't have to see all the jargon.
  • Procurement - It's great to have this integrate with Quosal Sell. Quotes being processed into opportunities and then into a sales order which connects to a ticket or project is pretty easy to use. It does have a learning curve but once you get the hang of it, it's straightforward. Everything is pretty connected, whether keeping track of products customers have purchased historically through us, to knowing what ticket is associated to an RMA.
Alissa Levanway profile photo

Cons

Autotask

  • Live reports are difficult to create and use.
  • Creating new projects and adding resources is time consuming, even with templates.
  • Would like to see one URL for time sheets and the client access portal.
No photo available

ConnectWise Manage

  • Previously it was not very browser compatible and the mobile app was limited. They've made big progress on this, but it's still a work in progress.
  • It's pretty resource intensive, so older systems have a chunk of lag.
  • There is a Stream-lined IT feature that lets you resell client admin accounts so client IT staff can use the board like we do. This feature is great, but very difficult to setup and manage.
Ariel Donahue profile photo

Likelihood to Renew

Autotask

Autotask 9.0
Based on 1 answer
After using multiple products on the market, Autotask was intuitive and easy to manage.
Daniel J. Lewis profile photo

ConnectWise Manage

ConnectWise Manage 8.6
Based on 22 answers
ConnectWise has uniquely positioned themselves with the Modern Office Suite to have direct integration with a nearly full suite of tools for MSPs. Although each tool may not necessarily be the absolute best tool on the market, the efficiencies leveraged through direct integration make the entire suite an obvious choice for most companies.
Delano Collins profile photo

Usability

Autotask

Autotask 9.0
Based on 1 answer
The work flow is much better then other competitors
Daniel J. Lewis profile photo

ConnectWise Manage

ConnectWise Manage 8.0
Based on 15 answers
I have been using ConnectWise since 2004 and I am impressed with the progress they have made. However, there are still bugs that don't work quite like they should. If I were to run reports and get consistent answers along with a couple other annoyances, then I would score CW as a 10
Wes Jensen profile photo

Reliability and Availability

Autotask

No score
No answers yet
No answers on this topic

ConnectWise Manage

ConnectWise Manage 9.1
Based on 3 answers
The CW PSA is extremely stable and has very little incident of needing reboots or the like.
David Pavuk profile photo

Performance

Autotask

No score
No answers yet
No answers on this topic

ConnectWise Manage

ConnectWise Manage 8.1
Based on 6 answers
Some tab for certain areas load speeds could be better. Dashboards can load slowly when they reference multiple reports. Some reports can load slowly based on the tables and views they are accessing. At times the SQL queries being performed in the background can actually timeout and a tab or screen will fail to load.
David Pavuk profile photo

Support

Autotask

Autotask 8.0
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

ConnectWise Manage

ConnectWise Manage 5.5
Based on 10 answers
We give up on our support requests frequently because more often than not they seem to end up in the black hole of development, and we have to build some kind of work around for an element that we are paying for.
Shael Risman profile photo

Online Training

Autotask

No score
No answers yet
No answers on this topic

ConnectWise Manage

ConnectWise Manage 6.3
Based on 7 answers
It is pretty good as far as online training goes.
Blake Clemens profile photo

Implementation

Autotask

No score
No answers yet
No answers on this topic

ConnectWise Manage

ConnectWise Manage 7.0
Based on 2 answers
Thoroughly review the training at ConnectWise University BEFORE starting. Ask questions to other partners - there is a huge community that is more than willing to help. Lastly, I recommend getting ConnectWise Consulting to help - it's a BIG product, and the money you spend on consulting will pay for itself by helping you and your team get off to a running start (in the right direction)
Delano Collins profile photo

Alternatives Considered

Autotask

Autotask stacks up fairly well against software like Kaseya, ConnectWise, and Tigerpaw. They all have their own strengths and weaknesses, however I feel that ConnectWise and Autotask have improved the most as of the last 10 years. The reason we chose Autotask is because it provided a much more robust feature set than ConnectWise for our specific business model. AutoTask was also more affortable and willing to work with us on cost much more
Mark Hitchcock profile photo

ConnectWise Manage

Was more appropriate for a small-midsized MSP.
Frank Yako profile photo

Scalability

Autotask

No score
No answers yet
No answers on this topic

ConnectWise Manage

ConnectWise Manage 8.0
Based on 6 answers
ConnectWise seems to have a good understanding of the IT service industry. During the required onboarding training, they even preach configuring only features that you need right now, as you can always scale up later. The feature set for the most part takes into considerations all aspects of an IT business, whether small or enterprise, or growing from one to the next.
Nicolas Poague profile photo

Return on Investment

Autotask

  • Much faster lead conversion time
  • Increased project visibility
  • Client satisfaction - Mainly due to the Client Portal
  • Improved task management for employees
Mark Hitchcock profile photo

ConnectWise Manage

  • It allows us to be much more accurate with billing, especially from a technician standpoint.
  • Everything is tied together and in one system, making things much easier.
  • Dispatching is easier.
  • Sales lead tracking is easier.
Brian Hopper profile photo

Screenshots

Autotask

Pricing Details

Autotask

General

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

ConnectWise Manage

General

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

Add comparison