Datto Autotask PSA vs. SherpaDesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Autotask PSA
Score 7.6 out of 10
N/A
Autotask PSA is designed as a complete IT Business Management Platform for MSPs, now from Datto (resulting from the Autotask merger with Datto in 2017).N/A
SherpaDesk
Score 8.3 out of 10
Mid-Size Companies (51-1,000 employees)
SherpaDesk is a help desk / ticketing platform with time tracking, invoice generation, and business intelligence capabilities.
$0
per agent
Pricing
Datto Autotask PSASherpaDesk
Editions & Modules
No answers on this topic
1st Tech Free
$0
per agent
Adventure Package
$39
per agent
Offerings
Pricing Offerings
Autotask PSASherpaDesk
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details——
More Pricing Information
Community Pulse
Datto Autotask PSASherpaDesk
Considered Both Products
Autotask PSA

No answer on this topic

SherpaDesk
Chose SherpaDesk
When looking for solutions for our business, I personally looked at Aautotask. I am not the decision maker so I don't know what my boss looked at in full. Autotask seems good. It looked like it got a bit complicated and may be for very large enterprise customers. Just lots of …
Top Pros
Top Cons
Features
Datto Autotask PSASherpaDesk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Datto Autotask PSA
-
Ratings
SherpaDesk
8.5
3 Ratings
7% above category average
Organize and prioritize service tickets00 Ratings9.12 Ratings
Subscription-based notifications00 Ratings9.11 Ratings
ITSM collaboration and documentation00 Ratings6.82 Ratings
Ticket creation and submission00 Ratings8.93 Ratings
Ticket response00 Ratings8.93 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Datto Autotask PSA
-
Ratings
SherpaDesk
7.3
1 Ratings
6% below category average
External knowledge base00 Ratings5.51 Ratings
Internal knowledge base00 Ratings9.11 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Datto Autotask PSA
-
Ratings
SherpaDesk
9.1
2 Ratings
17% above category average
Customer portal00 Ratings9.12 Ratings
Email support00 Ratings9.12 Ratings
Help Desk CRM integration00 Ratings9.11 Ratings
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Datto Autotask PSASherpaDesk
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SAP Service Cloud
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User Ratings
Datto Autotask PSASherpaDesk
Likelihood to Recommend
7.6
(29 ratings)
8.0
(3 ratings)
Likelihood to Renew
9.0
(1 ratings)
-
(0 ratings)
Usability
9.0
(1 ratings)
-
(0 ratings)
Support Rating
8.4
(4 ratings)
-
(0 ratings)
User Testimonials
Datto Autotask PSASherpaDesk
Likelihood to Recommend
Kaseya
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.
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SherpaDesk
[It's] well suited for cloud support applications as there's no installation or maintenance required.
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Pros
Kaseya
  • 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.
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SherpaDesk
  • Ticketing is very fast & easy
  • Tracking time is fast
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Cons
Kaseya
  • The GUI is a little dated.
  • Some integrations are limited for not being a Datto product.
  • While not as complex to set up as Connectwise, it definitely requires some serious thought during the initial setup.
  • Email processing could offer more options for parsing keywords and allow for more automation.
  • The mobile app is just not worth using in my experience.
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SherpaDesk
  • Its ability to switch between tickets, assets, etc., is a little clunky. A static menu bar would be helpful.
  • The ability to see the latest update in the ticket view.
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Likelihood to Renew
Kaseya
After using multiple products on the market, Autotask was intuitive and easy to manage.
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SherpaDesk
No answers on this topic
Usability
Kaseya
The work flow is much better then other competitors
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SherpaDesk
No answers on this topic
Support Rating
Kaseya
They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
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SherpaDesk
No answers on this topic
Alternatives Considered
Kaseya
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.
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SherpaDesk
When looking for solutions for our business, I personally looked at Aautotask. I am not the decision maker so I don't know what my boss looked at in full. Autotask seems good. It looked like it got a bit complicated and may be for very large enterprise customers. Just lots of features that we don't need.
Read full review
Return on Investment
Kaseya
  • 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.
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SherpaDesk
  • As a single freelance consultant Sherpadesk has exceptional ROI because it's free but if my company had more support people I would definetly go with SherpaDesk again.
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ScreenShots

SherpaDesk Screenshots

Screenshot of Techs get instant access to what needs to be done and how they are performing against their teamScreenshot of Manage all open tickets and sort by priority on what needs to be completed firstScreenshot of Track and enter all billable and non-billable timeScreenshot of Review project progress and profitabilityScreenshot of Create flexible rate plans and compile invoices that can be sent out through QuickBooks or FreshBooks integrationsScreenshot of Update customer requests, add time and expenses remotely