What users are saying about
124 Ratings
13 Ratings
124 Ratings
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Score 8 out of 100
13 Ratings
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Score 6.3 out of 100

Feature Set Ratings

    Incident and problem management

    7.1

    Autotask PSA

    71%

    Forecast

    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%

    Forecast

    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%

    Forecast

    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

    Attribute Ratings

    • Datto Autotask PSA is rated higher in 1 area: Likelihood to Recommend
    • Forecast is rated higher in 1 area: Support Rating

    Likelihood to Recommend

    7.6

    Autotask PSA

    76%
    29 Ratings
    1.0

    Forecast

    10%
    3 Ratings

    Likelihood to Renew

    9.0

    Autotask PSA

    90%
    1 Rating

    Forecast

    N/A
    0 Ratings

    Usability

    9.0

    Autotask PSA

    90%
    1 Rating

    Forecast

    N/A
    0 Ratings

    Support Rating

    8.4

    Autotask PSA

    84%
    8 Ratings
    10.0

    Forecast

    100%
    2 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

    Forecast

    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.
    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

    Forecast

    • Assign and allocate resources.
    • Identify lean departments and identify areas to increase headcount.
    • Manage agile teams.
    • Identify bottlenecks in departments or resourcing.
    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

    Forecast

    • 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.
    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

      Forecast

      Starting Price

      $0

      Editions & Modules

      Forecast editions and modules pricing
      EditionModules
      Lite (Annual subscription)$291
      EnterpriseCall us2
      Pro (Annual subscription)$493

      Footnotes

      1. per seat (billed annually)
      2. none
      3. per seat (billed anually)

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      Optional

      Additional Details

      Likelihood to Renew

      Datto Inc

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

      Forecast

      No answers on this topic

      Usability

      Datto Inc

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

      Forecast

      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

      Forecast

      I have not needed support for Forecast.
      Read full review

      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

      Forecast

      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.
      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

      Forecast

      • Allow departments to run efficiently.
      • Quickly identify whether departments need to hire.
      • Easily visualize project gaps in resources.
      Read full review

      Screenshots

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