Datto Autotask PSA vs. DeskRoll Remote Desktop

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Autotask PSA
Score 8.1 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
DeskRoll Remote Desktop
Score 8.0 out of 10
N/A
DeskRoll was built to be easy to use by end-users and IT teams alike. It's browser-based, so users being helped do not need to install any applications on their local device; DeskRoll Remote Desktop Sharing requires only a small app on the remote (controlling) computer. DeskRoll guides users through setup and connection processes for 3 basic scenarios: providing remote assistance to a customer, configuring unattended remote access to a remote computer, or configuring unattended remote…
$8.25
per user/per month
Pricing
Datto Autotask PSADeskRoll Remote Desktop
Editions & Modules
No answers on this topic
DeskRoll Lite
$8.25
per user/per month
DeskRoll Pro 1 Month
$29.95
per seat
DeskRoll Starter
$39
per user/per year
DeskRoll Lite
$99
per user/per year
DeskRoll Pro 1 Year
$299.40
per seat
Offerings
Pricing Offerings
Autotask PSADeskRoll Remote Desktop
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup fee$3.25 per seat/per month
Additional DetailsWith each license a user can configure unlimited remote computers to access from any location. Also, users can make unlimited parallel remote connections - each will open in a new browser tab. Users can pause and resume remote sessions.
More Pricing Information
Community Pulse
Datto Autotask PSADeskRoll Remote Desktop
Top Pros
Top Cons
Features
Datto Autotask PSADeskRoll Remote Desktop
Remote Administration
Comparison of Remote Administration features of Product A and Product B
Datto Autotask PSA
-
Ratings
DeskRoll Remote Desktop
8.2
2 Ratings
0% below category average
Screen sharing00 Ratings8.02 Ratings
File transfer00 Ratings8.02 Ratings
Instant message00 Ratings7.01 Ratings
Over-the-Internet remote session00 Ratings10.02 Ratings
Initiate remote control from mobile00 Ratings8.01 Ratings
Multi-platform remote control00 Ratings8.01 Ratings
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Datto Autotask PSADeskRoll Remote Desktop
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User Ratings
Datto Autotask PSADeskRoll Remote Desktop
Likelihood to Recommend
7.7
(29 ratings)
7.0
(2 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 PSADeskRoll Remote Desktop
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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Tomsk Inc.
During the pandemic, our company worked remotely. Various staff in our company had technical difficulties or needed assistance installing software in order to work. DeskRoll Remote Desktop helped us to make this process seamless. Rather than deal with the aggravation of trying to walk someone through something over the phone, we were able to get things established in a simple, easy way.
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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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Tomsk Inc.
  • Ability to remote in at any time
  • Can support unlimited clients with hardware and software issues
  • Multiple remote client logins
  • Cost!
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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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Tomsk Inc.
  • It could be more cost-effective.
  • It could include better "help" or "how-to" sections for people who are not as tech savvy.
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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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Tomsk Inc.
No answers on this topic
Usability
Kaseya
The work flow is much better then other competitors
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Tomsk Inc.
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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Tomsk Inc.
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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Tomsk Inc.
Cost, ease of use, file transfer and chat capabilities.
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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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Tomsk Inc.
  • It saved time, which always saves money!
  • It allowed us to save money on additional software licensing - we now use Quickbooks through the use of DeskRoll Remote Desktop.
  • DeskRoll Remote Desktop allowed us to transition to work-from-home easily, which saved us valuable time during the pandemic.
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ScreenShots

DeskRoll Remote Desktop Screenshots

Screenshot of DeskRoll remote connection view - Windows remote desktop.Screenshot of DeskRoll wizard that quickly guides you through basic remote access scenarios.