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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Hitask
Score 9.0 out of 10
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Hitask is an online task and project management service for teams from the company of the same name in Houston. The vendor states that with Hitask as a task manager, users can handle to-do lists, manage team task lists, and share an online calendar.
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.
The reason why I use Hitask are, first, because it makes my work easier, makes it less tedious and more dynamic, second, with the use of this software I attract more clients, and third, the results I achieve with this software are very efficient. True results that materialize the company's production. On the other hand, our customer flow is increasing, and with it, the company's production. It is very easy to handle, I can make use of social networks to obtain more clients and sales.
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.
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.
ClickUp was very difficult to use, I don't see all its functions necessary, I don't understand some tools and its interface is very confusing. I just preferred Hitask because it gave me immediate results, it is easy to use, and it organizes you and helps you grow your business.
