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119 Ratings
This review does not include a rating.
119 Ratings
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Score 8.1 out of 100
This review does not include a rating.

Feature Set Ratings

    Incident and problem management

    7.1

    Autotask PSA

    71%

    iET ITSM

    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%

    iET ITSM

    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

    7.6

    Autotask PSA

    76%

    iET ITSM

    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

      Likelihood to Recommend

      7.6

      Autotask PSA

      76%
      29 Ratings

      iET ITSM

      N/A
      0 Ratings

      Likelihood to Renew

      9.0

      Autotask PSA

      90%
      1 Rating

      iET ITSM

      N/A
      0 Ratings

      Usability

      9.0

      Autotask PSA

      90%
      1 Rating

      iET ITSM

      N/A
      0 Ratings

      Support Rating

      8.4

      Autotask PSA

      84%
      8 Ratings

      iET ITSM

      N/A
      0 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.
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      iET Solutions, LLC.

      No answers on this topic

      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.
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      iET Solutions, LLC.

      No answers on this topic

      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

      iET Solutions, LLC.

      No answers on this topic

      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

        iET ITSM

        Starting Price

        Editions & Modules

        iET ITSM 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

          Likelihood to Renew

          Datto Inc

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

          iET Solutions, LLC.

          No answers on this topic

          Usability

          Datto Inc

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

          iET Solutions, LLC.

          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

          iET Solutions, LLC.

          No answers on this topic

          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.
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          iET Solutions, LLC.

          No answers on this topic

          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

          iET Solutions, LLC.

          No answers on this topic

          Screenshots

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