What users are saying about
124 Ratings
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Score 8 out of 100
15 Ratings
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Score 9.2 out of 100

Feature Set Ratings

    Incident and problem management

    7.1

    Autotask PSA

    71%

    DeskRoll Remote Desktop

    Feature Set Not Supported
    N/A
    Datto Autotask PSA ranks higher in 7/7 features

    Organize and prioritize service tickets

    7.6
    76%
    29 Ratings
    N/A
    0 Ratings

    Expert directory

    7.5
    75%
    23 Ratings
    N/A
    0 Ratings

    Service restoration

    6.7
    67%
    19 Ratings
    N/A
    0 Ratings

    Self-service tools

    7.0
    70%
    23 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    7.4
    74%
    20 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    5.7
    57%
    20 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    7.8
    78%
    23 Ratings
    N/A
    0 Ratings

    ITSM asset management

    7.1

    Autotask PSA

    71%

    DeskRoll Remote Desktop

    Feature Set Not Supported
    N/A
    Datto Autotask PSA ranks higher in 3/3 features

    Configuration mangement

    6.9
    69%
    22 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    6.4
    64%
    20 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    8.0
    80%
    17 Ratings
    N/A
    0 Ratings

    Change management

    7.5

    Autotask PSA

    75%

    DeskRoll Remote Desktop

    Feature Set Not Supported
    N/A
    Datto Autotask PSA ranks higher in 3/3 features

    Change requests repository

    7.3
    73%
    24 Ratings
    N/A
    0 Ratings

    Change calendar

    7.0
    70%
    19 Ratings
    N/A
    0 Ratings

    Service-level management

    8.3
    83%
    26 Ratings
    N/A
    0 Ratings

    Remote Administration

    Autotask PSA

    Feature Set Not Supported
    N/A
    9.1

    DeskRoll Remote Desktop

    91%
    DeskRoll Remote Desktop ranks higher in 6/6 features

    Screen sharing

    N/A
    0 Ratings
    8.5
    85%
    3 Ratings

    File transfer

    N/A
    0 Ratings
    9.0
    90%
    3 Ratings

    Instant message

    N/A
    0 Ratings
    10.0
    100%
    2 Ratings

    Over-the-Internet remote session

    N/A
    0 Ratings
    10.0
    100%
    3 Ratings

    Initiate remote control from mobile

    N/A
    0 Ratings
    7.0
    70%
    2 Ratings

    Multi-platform remote control

    N/A
    0 Ratings
    10.0
    100%
    2 Ratings

    Attribute Ratings

    • DeskRoll Remote Desktop is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    7.4

    Autotask PSA

    74%
    29 Ratings
    8.0

    DeskRoll Remote Desktop

    80%
    3 Ratings

    Likelihood to Renew

    9.0

    Autotask PSA

    90%
    1 Rating

    DeskRoll Remote Desktop

    N/A
    0 Ratings

    Usability

    9.0

    Autotask PSA

    90%
    1 Rating

    DeskRoll Remote Desktop

    N/A
    0 Ratings

    Support Rating

    8.4

    Autotask PSA

    84%
    8 Ratings

    DeskRoll Remote Desktop

    N/A
    0 Ratings

    Likelihood to Recommend

    Datto Inc

    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.
    Read full review

    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.
    Read full review

    Pros

    Datto Inc

    • 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.
    Read full review

    Tomsk Inc.

    • I am able to get connected with clients and the in-house environment through the secure access feature.
    • Co-development and collaboration made office work easier.
    • The integration with customer help desk and the ticketing system made things easier.
    • You can easily access any desktop and do troubleshooting quickly.
    Read full review

    Cons

    Datto Inc

    • 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.
    Read full review

    Tomsk Inc.

    • DeskRoll has really done a great job with this software and I don't see any need for improvement
    Read full review

    Pricing Details

    Autotask PSA

    Starting Price

    Editions & Modules

    Autotask PSA editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      DeskRoll Remote Desktop

      Starting Price

      $8.25 per user/per month

      Editions & Modules

      DeskRoll Remote Desktop editions and modules pricing
      EditionModules
      DeskRoll Pro 1 Month$29.951
      DeskRoll Pro 1 Year$299.402
      DeskRoll Starter393
      DeskRoll Lite$8.254
      DeskRoll Lite995

      Footnotes

      1. per seat
      2. per seat
      3. per user/per year
      4. per user/per month
      5. per user/per year

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      Optional $3.25

      Additional 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.

      Likelihood to Renew

      Datto Inc

      After using multiple products on the market, Autotask was intuitive and easy to manage.
      Read full review

      Tomsk Inc.

      No answers on this topic

      Usability

      Datto Inc

      The work flow is much better then other competitors
      Read full review

      Tomsk Inc.

      No answers on this topic

      Support Rating

      Datto Inc

      They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
      Read full review

      Tomsk Inc.

      No answers on this topic

      Alternatives Considered

      Datto Inc

      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.
      Read full review

      Tomsk Inc.

      We've used various services - RemotePC, LogMeIn, Go2MyPC, etc. We have used it all and none have been as great as DeskRoll Remote Desktop. In other versions, the screen is not super legible, meaning the text is fuzzy or ill-fitting to the viewer's PC screen. We've experienced click delays, and recurring issues where we get kicked off and our data is lost. However, that doesn't happen with DeskRoll Remote Desktop.
      Read full review

      Return on Investment

      Datto Inc

      • 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.
      Read full review

      Tomsk Inc.

      • It has provided easier business access and our ROI is 70%+.
      • Customer Satisfaction Survey: we are able to manage a high rating of 9+ - even in a difficult time.
      • Internal team collaboration was made easier through secure Instant messaging that we got integrated through Cisco Webex.
      Read full review

      Screenshots

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