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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Forecast
Score 8.9 out of 10
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Forecast.it is a project portfolio management solution built around features such as resource planning and time tracking, budget estimating, and analytics and reporting, with key third-party integrations.
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.
Forecast is well suited for tracking schedules, especially if it is only being controlled by a single department. When it comes to using Forecast in a larger ecosystem with more "cooks in the kitchen" it would be helpful to have the software more easily integrated with other software.
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.
Not as intuitive as its companion software, Harvest. This software takes longer to learn when on-boarding new staff. It is also difficult to view time notes without needing to physically open them up. This could be improved by expanding the "on hover" functionality. Personally, having spent as little time in workflow software is really important, as it gives me more time to code.
Because we use this software to plan schedules, items often fall through the cracks. I would like to see some more sophisticated syncing with not only Harvest but also with Asana.
Lack of integration with Asana. It would be nice to pull data from forecast and display it in Asana. This would be helpful for understanding how much time I have to spend on a project rather than bounce back and forth between web apps.
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.
I have not used any other scheduling software other than Forecast. The company selected Forecast because it is used in conjunction with Harvest. The pair of web apps can be used to pull detailed data. This is very important to our agency, and making data-driven decisions is exceptionally important to our agency mission.
