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).
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EditShare
Score 7.0 out of 10
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EditShare offers networked shared storage and workflow solutions for the production, post-production, new media, sports, and education markets, including on-prem, cloud, or hybrid solutions. Products include media optimized high-performance shared storage, archiving and backup software, a suite of media management tools and open APIs that enable integration throughout the workflow.
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.
Wiredrive is well suited to anyone who wants a platform online to store and share their work. Film production companies would really benefit, as well as creative individuals that are sharing their work with others.
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.
Wiredrive organizes the content for easy selection for reels. I am also able to add a reel while I am previewing it - this saves time.
Wiredrive's tech support is remarkable: someone with a name calls me back immediately with easily understood solutions. The techs are patient, as well, and I never feel rushed or unschooled.
The analytics are priceless in timing my follow up. Knowing or not knowing if someone has viewed the work or forwarded the link to team mates allows me to be timely and effective
Datto Autotask PSA is a full featured product that can do almost anything you need. There is a significant learning curve to get started which requires several hours spent in product training. Additionally, several hours / days are needed to get clients imported, contracts configured, and integrations implemented. Once the setup and user training is complete, the product is very functional, but it's imperative to not get overwhelmed when starting out.
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.
We switched over from Workzone to Wiredrive. We loved Workzone's ability to keep certain files hidden from our clients but overall we feel that Wiredrive is a better fit for our marketing needs.
