What users are saying about
77 Ratings
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Score 8 out of 100
2 Ratings
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Score 8 out of 100

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 | TrustRadius Reviewer

DeskRoll Remote Desktop

DeskRoll Remote Desktop is well suited for consultant and remote support. It's less appropriate for clients worried about security and anytime remote access.
Matt Karcher | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Autotask PSA
7.6
DeskRoll Remote Desktop
Organize and prioritize service tickets
Autotask PSA
9.1
DeskRoll Remote Desktop
Expert directory
Autotask PSA
7.6
DeskRoll Remote Desktop
Service restoration
Autotask PSA
5.6
DeskRoll Remote Desktop
Self-service tools
Autotask PSA
7.3
DeskRoll Remote Desktop
Subscription-based notifications
Autotask PSA
7.9
DeskRoll Remote Desktop
ITSM collaboration and documentation
Autotask PSA
7.8
DeskRoll Remote Desktop
ITSM reports and dashboards
Autotask PSA
8.0
DeskRoll Remote Desktop

ITSM asset management

Autotask PSA
7.8
DeskRoll Remote Desktop
Configuration mangement
Autotask PSA
7.8
DeskRoll Remote Desktop
Asset management dashboard
Autotask PSA
8.0
DeskRoll Remote Desktop
Policy and contract enforcement
Autotask PSA
7.6
DeskRoll Remote Desktop

Change management

Autotask PSA
7.9
DeskRoll Remote Desktop
Change requests repository
Autotask PSA
8.1
DeskRoll Remote Desktop
Change calendar
Autotask PSA
7.6
DeskRoll Remote Desktop
Service-level management
Autotask PSA
8.2
DeskRoll Remote Desktop

Remote Administration

Autotask PSA
DeskRoll Remote Desktop
8.2
Screen sharing
Autotask PSA
DeskRoll Remote Desktop
9.0
File transfer
Autotask PSA
DeskRoll Remote Desktop
8.0
Instant message
Autotask PSA
DeskRoll Remote Desktop
7.0
Over-the-Internet remote session
Autotask PSA
DeskRoll Remote Desktop
9.0
Initiate remote control from mobile
Autotask PSA
DeskRoll Remote Desktop
8.0
Multi-platform remote control
Autotask PSA
DeskRoll Remote Desktop
8.0

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 | TrustRadius Reviewer

DeskRoll Remote Desktop

  • Ability to remote in at any time
  • Can support unlimited clients with hardware and software issues
  • Multiple remote client logins
  • Cost!
Matt Karcher | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

DeskRoll Remote Desktop

  • DeskRoll has really done a great job with this software and I don't see any need for improvement
Matt Karcher | TrustRadius Reviewer

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 | TrustRadius Reviewer

DeskRoll Remote Desktop

No score
No answers yet
No answers on this topic

Usability

Autotask PSA

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

DeskRoll Remote Desktop

No score
No answers yet
No answers on this topic

Support Rating

Autotask PSA

Autotask PSA 8.7
Based on 4 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 | TrustRadius Reviewer

DeskRoll Remote Desktop

No score
No answers yet
No answers on this topic

Alternatives Considered

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.
Ben Nichols | TrustRadius Reviewer

DeskRoll Remote Desktop

Cost, ease of use, file transfer and chat capabilities.
Matt Karcher | TrustRadius Reviewer

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 | TrustRadius Reviewer

DeskRoll Remote Desktop

  • Positive: Cost of software versus other vendors
  • Positive: Instant access to clients makes them very happy
  • Positive: Cost of gas and labor reduced
  • Negative: Less time spent at client locations
Matt Karcher | TrustRadius Reviewer

Screenshots

Pricing Details

Autotask PSA

General

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

Autotask PSA Editions & Modules

Additional Pricing Details

DeskRoll Remote Desktop

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Optional
$29.95*

* per seat

DeskRoll Remote Desktop Editions & Modules

Edition
DeskRoll - 1 Month29.951
DeskRoll - 1 Year299.51
  1. per seat
Additional Pricing Details
With 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.

Rating Summary

Likelihood to Recommend

Autotask PSA
8.3
DeskRoll Remote Desktop
8.0

Likelihood to Renew

Autotask PSA
9.0
DeskRoll Remote Desktop

Usability

Autotask PSA
9.0
DeskRoll Remote Desktop

Support Rating

Autotask PSA
8.7
DeskRoll Remote Desktop

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