What users are saying about
72 Ratings
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Score 7.9 out of 101
7 Ratings
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Score 8.2 out of 101

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

SolarWinds MSP Manager

If you are just looking for a ticketing and helpdesk system, I'd suggest looking elsewhere, as SolarWinds MSP is somewhat cumbersome and slow.If you are looking to build managed services and a subscriber base, the tie in with their RMM product and the great integration with Quickbooks is really nice.
Les Klassen Hamm profile photo

Feature Rating Comparison

Incident and problem management

Autotask
8.3
SolarWinds MSP Manager
7.5
Organize and prioritize service tickets
Autotask
9.7
SolarWinds MSP Manager
9.0
Expert directory
Autotask
8.0
SolarWinds MSP Manager
4.8
Service restoration
Autotask
7.2
SolarWinds MSP Manager
Self-service tools
Autotask
7.8
SolarWinds MSP Manager
5.3
Subscription-based notifications
Autotask
8.3
SolarWinds MSP Manager
9.5
ITSM collaboration and documentation
Autotask
8.7
SolarWinds MSP Manager
8.4
ITSM reports and dashboards
Autotask
8.5
SolarWinds MSP Manager
7.9

ITSM asset management

Autotask
8.0
SolarWinds MSP Manager
5.2
Configuration mangement
Autotask
8.1
SolarWinds MSP Manager
5.3
Asset management dashboard
Autotask
8.4
SolarWinds MSP Manager
5.2
Policy and contract enforcement
Autotask
7.5
SolarWinds MSP Manager

Change management

Autotask
8.2
SolarWinds MSP Manager
7.9
Change requests repository
Autotask
8.2
SolarWinds MSP Manager
Change calendar
Autotask
8.4
SolarWinds MSP Manager
Service-level management
Autotask
8.1
SolarWinds MSP Manager
7.9

Pros

Autotask

  • 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

SolarWinds MSP Manager

  • Help Desk Ticketing is very easy to use and organize.
  • Billing is robust and keeps track of client contracts and time very well.
  • Role management and ticket routing client are very robust.
No photo available

Cons

Autotask

  • 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

SolarWinds MSP Manager

  • It is just simply too slow! The web interface requires patience, even when moving between tabs or menu choices. This is by far the biggest detracting element of MSP Manager.
  • Input customization -- I would like the settings pages to allow me to customize some input screens, especially the Ticket Entry window. The "Quick Ticket" entry is missing a few key items I want in a trouble ticket, and the full ticket entry window has numerous fields I never use or are always the same, and so it just takes more time and effort than is necessary.
  • Both the asset tracking and the knowledge base should be more robust and integrally tied into the RMM console, so that licenses, serial numbers, procedures, network data are quick and simple to access from either interface.
Les Klassen Hamm 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

SolarWinds MSP Manager

No score
No answers yet
No answers on this topic

Usability

Autotask

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

SolarWinds MSP Manager

No score
No answers yet
No answers on this topic

Support

Autotask

Autotask 9.0
Based on 3 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 profile photo

SolarWinds MSP Manager

No score
No answers yet
No answers on this topic

Alternatives Considered

Autotask

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

SolarWinds MSP Manager

MSP Manager is a fully serviced paid option. Spiceworks is a free helpdesk. They both are very useful, but a company can just outgrow Spiceworks.
No photo available

Return on Investment

Autotask

  • We can effectively contract profitability. After running a few quick reports we realized we were charging about 1/2 what we should have been for fixed rate projects.
  • We track resource utilization to see where our technicians are productive and what is eating their valuable time.
  • I feel that Autotask is the single biggest impact on overall business ROI. We track profitability of everything from hardware to services to contracts with it. It allows us to make intelligent business decisions based on numbers.
Garry Adams profile photo

SolarWinds MSP Manager

  • For my managed service clients, MSP Manager has seriously reduced the time I spend billing. Overall data entry time may be the same, but now it's focused on documenting the work that was done and the billing simply follows.
  • The first few months of learning MSP Manager definitely meant doing lots of admin work twice, and double-checking the MSP manager invoices against the paper trail, to ensure it was accurate and working. Plan for this extra time overhead during the learning phase.
Les Klassen Hamm profile photo

Pricing Details

Autotask

General

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

SolarWinds MSP Manager

General

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

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