What users are saying about
94 Ratings
94 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100
25 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.1 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

FinancialForce PSA

PSA is great at capturing all the data you would need to accurately track and report on consulting projects. It captures project financials, calculates projected GM%, and (among others) allows for hourly tracking of employees, which breaks it up between billable and non-billable for utilization tracking to accurately understand costs. However, the user interface is tough to learn, and the stability of the data reporting functions is questionable. This tool would be great for smaller consulting shops that fit the standard contracting mold. If your business is fairly straightforward without a lot of shades of gray, you shouldn't have much trouble with the tool. However, if your business practices have a lot of exceptions based on clients, then you'll have a tall administrative task on your hands.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Autotask PSA
6.7
FinancialForce PSA
Organize and prioritize service tickets
Autotask PSA
8.2
FinancialForce PSA
Expert directory
Autotask PSA
6.9
FinancialForce PSA
Service restoration
Autotask PSA
3.3
FinancialForce PSA
Self-service tools
Autotask PSA
6.5
FinancialForce PSA
Subscription-based notifications
Autotask PSA
7.6
FinancialForce PSA
ITSM collaboration and documentation
Autotask PSA
6.7
FinancialForce PSA
ITSM reports and dashboards
Autotask PSA
7.5
FinancialForce PSA

ITSM asset management

Autotask PSA
7.7
FinancialForce PSA
Configuration mangement
Autotask PSA
7.6
FinancialForce PSA
Asset management dashboard
Autotask PSA
7.3
FinancialForce PSA
Policy and contract enforcement
Autotask PSA
8.2
FinancialForce PSA

Change management

Autotask PSA
7.8
FinancialForce PSA
Change requests repository
Autotask PSA
8.1
FinancialForce PSA
Change calendar
Autotask PSA
6.5
FinancialForce PSA
Service-level management
Autotask PSA
8.7
FinancialForce PSA

Project Management

Autotask PSA
FinancialForce PSA
6.0
Task Management
Autotask PSA
FinancialForce PSA
8.0
Resource Management
Autotask PSA
FinancialForce PSA
8.0
Gantt Charts
Autotask PSA
FinancialForce PSA
7.0
Scheduling
Autotask PSA
FinancialForce PSA
7.0
Workflow Automation
Autotask PSA
FinancialForce PSA
4.0
Team Collaboration
Autotask PSA
FinancialForce PSA
2.1
Support for Agile Methodology
Autotask PSA
FinancialForce PSA
5.1
Support for Waterfall Methodology
Autotask PSA
FinancialForce PSA
7.0
Document Management
Autotask PSA
FinancialForce PSA
5.0
Email integration
Autotask PSA
FinancialForce PSA
3.0
Mobile Access
Autotask PSA
FinancialForce PSA
5.0
Timesheet Tracking
Autotask PSA
FinancialForce PSA
8.0
Change request and Case Management
Autotask PSA
FinancialForce PSA
6.0
Budget and Expense Management
Autotask PSA
FinancialForce PSA
8.0

Professional Services Automation

Autotask PSA
FinancialForce PSA
6.7
Quotes/estimates
Autotask PSA
FinancialForce PSA
3.0
Invoicing
Autotask PSA
FinancialForce PSA
7.0
Project & financial reporting
Autotask PSA
FinancialForce PSA
8.0
Integration with accounting software
Autotask PSA
FinancialForce PSA
8.7

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

FinancialForce PSA

  • The biggest strength of FinancialForce PSA is that it's built upon the force.com platform, which means it is very easily customizable to our business needs.
  • Projects are easily created, as well as milestones and assignments.
  • "Actuals" (dollars and hours) are calculated automatically, and are easily reported on.
  • Resources are easily managed by using the Resource Planner
  • FinancialForce PSA support is outstanding!
Luke Fitzwater | 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

FinancialForce PSA

  • The product is still maturing as a full featured PSA tool. The feature roadmap is compelling but is still being built out.
  • Tool is ideal for managing a services business. It is not yet a project manager tool.
  • Limited reporting
  • Maturing change order process
  • Limited integration to back-end financial systems beyond Financial Force Financials. We use Netsuite.
  • The underlying SalesForce UI is constrained and can be keystroke intensive at times
  • Limited archiving of historical data
Anonymous | 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

FinancialForce PSA

FinancialForce PSA 9.0
Based on 3 answers
There is another PSA software program that we have been looking into (DreamFactory) that could potentially replace FinancialForce PSA in our organization. Like FinancialForce PSA, it is cloud based on the force.com platform. Licensing is slightly less than FinancialForce PSA, and the Resource Management tool is far superior to FinancialForce PSA. With that said, our renewal falls in Q4 2014 and I don't foresee us implementing a new system this fiscal year.
Luke Fitzwater | TrustRadius Reviewer

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

FinancialForce PSA

FinancialForce PSA 8.0
Based on 2 answers
It is maturing and does what it does well although it is not fully complete.

Integration to SF is great.

Gives great visibility to incoming services projects and allows the staffing process to start on pipeline deals.

There are certain processes that take more click-throughs then needed so there are refinement opportunities around the UI.

The resource management screen and project status views have really matured since our original purchase, and while not perfect, allow business leaders to do their jobs.

Configurations vs. customizations. We seem to have to bring in an Apex developer to do a customization for changes I would think could be configuration settings
Anonymous | TrustRadius Reviewer

Reliability and Availability

Autotask PSA

No score
No answers yet
No answers on this topic

FinancialForce PSA

FinancialForce PSA 9.0
Based on 1 answer
We have maybe had 1-2 outages over 3 years.
Anonymous | TrustRadius Reviewer

Performance

Autotask PSA

No score
No answers yet
No answers on this topic

FinancialForce PSA

FinancialForce PSA 7.0
Based on 1 answer
Most of the time it is fine. There are peak periods of usage where performance noticably slows down (i.e., Monday mornings when time is due and many reports are being run)
Anonymous | TrustRadius Reviewer

Support Rating

Autotask PSA

Autotask PSA 8.4
Based on 8 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

FinancialForce PSA

FinancialForce PSA 9.0
Based on 3 answers
Every time I submit a new help request, whether it's an actual help request or just a question about FinancialForce PSA, I always feel that I'm receiving world class support. The support we receive from FinancialForce PSA is always very detailed and professional. There are some requests that take longer than other for the initial response, which is why I did not give a full 10.
Luke Fitzwater | TrustRadius Reviewer

In-Person Training

Autotask PSA

No answers on this topic

FinancialForce PSA

It was fine.
Anonymous | TrustRadius Reviewer

Implementation Rating

Autotask PSA

No score
No answers yet
No answers on this topic

FinancialForce PSA

FinancialForce PSA 8.0
Based on 1 answer
Appirio did a good job, however, the user team didn’t know enough to make all the right configuration/customization choices. The team focused too much on replicating existing processes vs. reengineering them. In hindsight we should have had deep dive reviews at key milestones and enforced more focus on how the software would operate. We didn’t have access to true best practices expertise. In hindsight, a consultant from the outside would have been helpful to drive this.
Anonymous | TrustRadius Reviewer

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

FinancialForce PSA

FF PSA is a robust Project Management solution that can be configured to fits any size business. We have tried several other applications and PSA so far has met and exceeded our needs. We run our day to day operations on Salesforce so having a solution that is native was a must have. PSA met that requirement and much more.
Machell Enke | 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

FinancialForce PSA

  • FinancialForce PSA has helped us improve our data tracking and allows us to get more granular about our financial information and performance.
  • PSA has given more tools and reports to individual contributors to take greater ownership over their own data, and has increased accountability across the organization.
  • PSA has added a fairly hefty administrative burden to individuals, project managers, and our financial team.
Anonymous | TrustRadius Reviewer

Pricing Details

Autotask PSA

General

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

FinancialForce PSA

General

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

Rating Summary

Likelihood to Recommend

Autotask PSA
9.6
FinancialForce PSA
5.1

Likelihood to Renew

Autotask PSA
9.0
FinancialForce PSA
9.0

Usability

Autotask PSA
9.0
FinancialForce PSA
8.0

Reliability and Availability

Autotask PSA
FinancialForce PSA
9.0

Performance

Autotask PSA
FinancialForce PSA
7.0

Support Rating

Autotask PSA
8.4
FinancialForce PSA
9.0

Implementation Rating

Autotask PSA
FinancialForce PSA
8.0

Add comparison