Datto Autotask PSA

Datto Autotask PSA

Datto Autotask PSA

134 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Autotask PSA	Score 7.8 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

Pricing

Datto Autotask PSA

Editions & Modules

No answers on this topic

Offerings

Pricing Offerings
Autotask PSA
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No

Entry-level Setup Fee

No setup fee

Additional Details

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More Pricing Information

Community Pulse
	Datto Autotask PSA
Considered Both Products	Autotask PSA JW Jeff Williamson Owner Chose Datto Autotask PSA Atera is an RMM first with PSA features so it falls short of a PSA. The essentials are there for a fledgling MSP, but for more advanced ticket handling and contract management, it falls short. When I used Zendesk at the beginning (about 10 years ago), it was really only a … Incentivized Helpful? Verified User Professional Chose Datto Autotask PSA ServiceNow was faster to use to create tickets in a fast-paced call center style helpdesk. I preferred it to Autotask, but from a business perspective, I felt that Autotask covers a lot more ground than ServiceNow. My Experience with Solar Winds was minimal although it was a … Incentivized Helpful? JM Jason Miller Owner Chose Datto Autotask PSA Both are very good, but Datto has better customer care in my opinion. Incentivized Helpful? Howard Rabb President Chose Datto Autotask PSA Datto Autotask is much more complex than Atera's ticketing platform but is much more customizable. Incentivized Helpful? BN Ben Nichols System Administrator Chose Datto Autotask PSA Datto Autotask PSA is probably the best all-in-one platform for MSPs. It's targeted and designed specifically for MSPs, whilst most service desk software/PSA is often just general service desk software. Incentivized Helpful? Ashley Beal Senior Office Administrator Chose Datto Autotask PSA I haven't used anything else. Incentivized Helpful? Kris Lambert Integration Specialist Chose Datto Autotask PSA 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 … Incentivized Helpful? Dan Gospe Chief Operating Officer, and HIPAA Privacy Officer Chose Datto 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 … Incentivized Helpful? Michaela Good Project Manager Chose Datto Autotask PSA Everything else either has multiple modules or you need separate suites to do everything you want. Incentivized Helpful? Garry Adams Director of Operations Chose Datto Autotask PSA It has been many years since we compared Autotask to the competition. We made the decision early on because of the overall solution that Autotask provides. It suits our needs well and we have not had a need to change since. Incentivized Helpful? Verified User Project Manager Chose Datto Autotask PSA Cost was a factor. Our small company size meant less licenses to pay for each month for a web based product that our clients could easily use. Incentivized Helpful? Verified User Analyst Chose Datto Autotask PSA Its definitely has a better layout. Easier to customize. Easier search. Incentivized Helpful? Daniel J. Lewis System Administrator Chose Datto Autotask PSA ConnectWise would be a close second however the overall functionality hasn't been great in the past, I've learned they've implemented a more robust web interface however the client was not stable. Autotask is easy to manage from service requests, reporting and time management. Incentivized Helpful? Verified User Engineer Chose Datto Autotask PSA 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 … Incentivized Helpful? Mark Hitchcock Server Engineer Chose Datto Autotask PSA 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 … Incentivized Helpful? Arthur Warren Site Supervisor Chose Datto Autotask PSA Except for multi-tenancy and permissioning for external users, Autotask beats BMC Remedy in every category for an ITSM Incident/Request Management suite. From allowing legitimate multi-tasking to the streamlined and more-straightforward user experience, Autotask takes the focus … Incentivized Helpful?
Top Pros	Pro Web based Pro Help desk Pro Easy to use
Top Cons	Minus Knowledge base Minus Time consuming Minus Project management

Best Alternatives
	Datto Autotask PSA
Small Businesses	Atera Score 8.9 out of 10
Medium-sized Companies	Atera Score 8.9 out of 10
Enterprises	Planview AdaptiveWork Score 6.8 out of 10
All Alternatives	View all alternatives

User Ratings
	Datto Autotask PSA
Likelihood to Recommend	7.6 (29 ratings)
Likelihood to Renew	9.0 (1 ratings)
Usability	9.0 (1 ratings)
Support Rating	8.4 (4 ratings)

User Testimonials
	Datto Autotask PSA
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. Incentivized Howard Rabb President Read full review
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. Incentivized Daniel J. Lewis System Administrator Read full review
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. Incentivized JW Jeff Williamson Owner Read full review
Likelihood to Renew	Kaseya After using multiple products on the market, Autotask was intuitive and easy to manage. Incentivized Daniel J. Lewis System Administrator Read full review
Usability	Kaseya The work flow is much better then other competitors Incentivized Daniel J. Lewis System Administrator Read full review
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. Incentivized Ashley Beal Senior Office Administrator Read full review
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. Incentivized Dan Gospe Chief Operating Officer, and HIPAA Privacy Officer 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. Incentivized Verified User Anonymous Read full review
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