What users are saying about
73 Ratings
73 Ratings
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Score 7.9 out of 101

Likelihood to Recommend

Autotask PSA

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 PSA
8.3
Organize and prioritize service tickets
Autotask PSA
9.7
Expert directory
Autotask PSA
8.0
Service restoration
Autotask PSA
7.2
Self-service tools
Autotask PSA
7.8
Subscription-based notifications
Autotask PSA
8.3
ITSM collaboration and documentation
Autotask PSA
8.7
ITSM reports and dashboards
Autotask PSA
8.5

ITSM asset management

Autotask PSA
8.0
Configuration mangement
Autotask PSA
8.1
Asset management dashboard
Autotask PSA
8.4
Policy and contract enforcement
Autotask PSA
7.5

Change management

Autotask PSA
8.2
Change requests repository
Autotask PSA
8.2
Change calendar
Autotask PSA
8.4
Service-level management
Autotask PSA
8.1

Pros

Autotask PSA

  • 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

Cons

Autotask PSA

  • 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

Autotask PSA

Autotask PSA 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

Usability

Autotask PSA

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

Support

Autotask PSA

Autotask PSA 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

Alternatives Considered

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 documentation needed to service clients today and tomorrow. Autotask is on the right path.
Kris Lambert profile photo

Return on Investment

Autotask PSA

  • 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

Pricing Details

Autotask PSA

General

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

Rating Summary

Likelihood to Recommend

Autotask PSA
8.2

Likelihood to Renew

Autotask PSA
9.0

Usability

Autotask PSA
9.0

Support

Autotask PSA
9.0

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