Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Autotask PSA
Score 8.0 out of 10
N/A
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).N/A
Freshdesk
Score 8.6 out of 10
N/A
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
$0
Up to 10 agents per user
Pricing
Datto Autotask PSAFreshdesk
Editions & Modules
No answers on this topic
Free
$0
Up to 10 agents
Growth
$15
per month per agent
Pro
$49
per month per agent
Enterprise
$69
per month per agent
Offerings
Pricing Offerings
Autotask PSAFreshdesk
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Datto Autotask PSAFreshdesk
Considered Both Products
Autotask PSA
Chose Datto 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.
Chose Datto Autotask PSA
Autotask is more robust than simple ticketing systems. It provides better billing ability that many ticketing systems and works well with existing clients. The invoicing options provided are beneficial to the business and streamline the process. The ticketing system provides …
Chose Datto Autotask PSA
Everything else either has multiple modules or you need separate suites to do everything you want.
Freshdesk

No answer on this topic

Top Pros
Top Cons
Features
Datto Autotask PSAFreshdesk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Datto Autotask PSA
-
Ratings
Freshdesk
8.3
145 Ratings
6% above category average
Organize and prioritize service tickets00 Ratings8.7141 Ratings
Expert directory00 Ratings8.195 Ratings
Subscription-based notifications00 Ratings8.43 Ratings
ITSM collaboration and documentation00 Ratings7.64 Ratings
Ticket creation and submission00 Ratings8.7142 Ratings
Ticket response00 Ratings8.6142 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Datto Autotask PSA
-
Ratings
Freshdesk
8.3
130 Ratings
7% above category average
External knowledge base00 Ratings8.4116 Ratings
Internal knowledge base00 Ratings8.2120 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Datto Autotask PSA
-
Ratings
Freshdesk
8.4
138 Ratings
10% above category average
Customer portal00 Ratings8.1116 Ratings
IVR00 Ratings8.243 Ratings
Social integration00 Ratings8.672 Ratings
Email support00 Ratings8.7138 Ratings
Help Desk CRM integration00 Ratings8.384 Ratings
Best Alternatives
Datto Autotask PSAFreshdesk
Small Businesses
HaloPSA
HaloPSA
Score 8.6 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Planview AdaptiveWork
Planview AdaptiveWork
Score 6.8 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Planview AdaptiveWork
Planview AdaptiveWork
Score 6.8 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Datto Autotask PSAFreshdesk
Likelihood to Recommend
7.7
(29 ratings)
8.8
(212 ratings)
Likelihood to Renew
9.0
(1 ratings)
9.8
(14 ratings)
Usability
9.0
(1 ratings)
8.9
(35 ratings)
Availability
-
(0 ratings)
9.1
(4 ratings)
Performance
-
(0 ratings)
8.7
(4 ratings)
Support Rating
8.4
(4 ratings)
8.5
(33 ratings)
In-Person Training
-
(0 ratings)
8.2
(1 ratings)
Online Training
-
(0 ratings)
8.0
(2 ratings)
Implementation Rating
-
(0 ratings)
8.4
(142 ratings)
Configurability
-
(0 ratings)
8.4
(3 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
9.1
(3 ratings)
Ease of integration
-
(0 ratings)
8.9
(2 ratings)
Product Scalability
-
(0 ratings)
9.1
(4 ratings)
Vendor post-sale
-
(0 ratings)
8.0
(2 ratings)
Vendor pre-sale
-
(0 ratings)
7.9
(2 ratings)
User Testimonials
Datto Autotask PSAFreshdesk
Likelihood to Recommend
Kaseya
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.
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Freshworks Inc
Using a collection of Skill Based Ticket Assignment, Ticket Allocation, and alerts, we’ve been able to bring our average resolution time to under half our previous time. This is done by making sure the right tickets get to the right agents, and by ensuring agents are followed up on to ensure they do not forget deadlines on tickets in their queue. Furthermore, tickets which would be open for weeks due to lack of a client response are now closed automatically following a prompt email to the end-user
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Pros
Kaseya
  • 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
Freshworks Inc
  • Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
  • Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
  • There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
Read full review
Cons
Kaseya
  • 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
Freshworks Inc
  • Ticket templates and canned responses should be able to be used interchangeably. We frequently have the same response in both fields.
  • The spam filter can be a little too aggressive. We have had issues with tickets being accidentally marked as spam then filtering incorrectly for weeks at a time.
  • Freshdesk doesn't quite have the right integrations with our other providers (Vonage, and Avochato, to name a few).
Read full review
Likelihood to Renew
Kaseya
After using multiple products on the market, Autotask was intuitive and easy to manage.
Read full review
Freshworks Inc
We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
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Usability
Kaseya
The work flow is much better then other competitors
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Freshworks Inc
I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
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Reliability and Availability
Kaseya
No answers on this topic
Freshworks Inc
I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
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Performance
Kaseya
No answers on this topic
Freshworks Inc
The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
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Support Rating
Kaseya
They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
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Freshworks Inc
The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
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In-Person Training
Kaseya
No answers on this topic
Freshworks Inc
In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
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Online Training
Kaseya
No answers on this topic
Freshworks Inc
This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
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Implementation Rating
Kaseya
No answers on this topic
Freshworks Inc
Not applicable. I have never used a support desk system before and FreshDesk had already been implemented at my company before I joined. I am not involved in financial decisions and I have no opinion on buzzwords like "time to productivity" and "time to value"
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Alternatives Considered
Kaseya
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
Freshworks Inc
FreshDesk was the best combination of ease of use and price. While inexpensive, even the lowest tier offered more functionality than the other guys, and the learning curve is almost nonexistent so it's easy to add new agents and get them up to speed quickly instead of having them spend days getting use to the UI.
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Contract Terms and Pricing Model
Kaseya
No answers on this topic
Freshworks Inc
The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
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Scalability
Kaseya
No answers on this topic
Freshworks Inc
The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
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Return on Investment
Kaseya
  • 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.
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Freshworks Inc
  • Freshdesk is certainly better than nothing, or a simple shared inbox
  • Freshdesk is frustrating to incorporate social media with
  • Freshdesk excels at ticket management
  • Freshdesk needs to do more to bring it into alignment with business, rather than 'just' service desk needs.
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ScreenShots