What users are saying about
77 Ratings
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Score 8 out of 100
1 Ratings
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Score 5 out of 100

Likelihood to Recommend

Autotask PSA

Autotask is much more well suited to a busy company. It's a little bit price-prohibitive if you only have a couple of employees or not many clients. This solution works for us, having 10 employees and about 200 clients. Any less than that, the pricing wouldn't be worthwhile.Autotask fits very well with us. It's easy to keep on task. Any tickets that are getting old will shoot out alerts and scheduled tasks for our techs to finish up work on it. It's also very easy to run reports for clients on the services that they've used through us. We love Autotask.
Dan Gospe | TrustRadius Reviewer

InvGate Service Desk

This is well suited for someone who is looking for a basic help desk system (like we were). This product will get you out the door, but after owning it for several years now we have begun to look for more. The hardest part is that you cant get to raw data to use with other BI tools. If you want major customizations you will be limited
Kevin Smith | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Autotask PSA
7.6
InvGate Service Desk
3.1
Organize and prioritize service tickets
Autotask PSA
9.1
InvGate Service Desk
5.0
Expert directory
Autotask PSA
7.6
InvGate Service Desk
1.0
Service restoration
Autotask PSA
5.6
InvGate Service Desk
1.0
Self-service tools
Autotask PSA
7.3
InvGate Service Desk
2.0
Subscription-based notifications
Autotask PSA
7.9
InvGate Service Desk
7.0
ITSM collaboration and documentation
Autotask PSA
7.8
InvGate Service Desk
5.0
ITSM reports and dashboards
Autotask PSA
8.0
InvGate Service Desk
1.0

ITSM asset management

Autotask PSA
7.8
InvGate Service Desk
1.0
Configuration mangement
Autotask PSA
7.8
InvGate Service Desk
1.0
Asset management dashboard
Autotask PSA
8.0
InvGate Service Desk
1.0
Policy and contract enforcement
Autotask PSA
7.6
InvGate Service Desk

Change management

Autotask PSA
7.9
InvGate Service Desk
1.0
Change requests repository
Autotask PSA
8.1
InvGate Service Desk
1.0
Change calendar
Autotask PSA
7.6
InvGate Service Desk
Service-level management
Autotask PSA
8.2
InvGate Service Desk
1.0

Pros

Autotask PSA

  • 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.
Daniel J. Lewis | TrustRadius Reviewer

InvGate Service Desk

  • Set-up of system.
  • GUI is user-friendly.
Kevin Smith | TrustRadius Reviewer

Cons

Autotask PSA

  • To date, the maim area of improvement is the ability to allow for retrieving a ticket that may have inadvertently been deleted. At present there is no way to do this which at times can be frustrating.
  • The search function does leave something to be desired as it does require some specific wording to find what you're looking for.
Anonymous | TrustRadius Reviewer

InvGate Service Desk

  • The database for back-end is clunky and cryptic, and it is very hard to access data.
  • The reporting functions are really lacking.
Kevin Smith | TrustRadius Reviewer

Likelihood to Renew

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
After using multiple products on the market, Autotask was intuitive and easy to manage.
Daniel J. Lewis | TrustRadius Reviewer

InvGate Service Desk

No score
No answers yet
No answers on this topic

Usability

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
The work flow is much better then other competitors
Daniel J. Lewis | TrustRadius Reviewer

InvGate Service Desk

No score
No answers yet
No answers on this topic

Support Rating

Autotask PSA

Autotask PSA 8.7
Based on 4 answers
They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
Ashley Beal | TrustRadius Reviewer

InvGate Service Desk

InvGate Service Desk 1.0
Based on 1 answer
This is one area where they need a lot of help, especially for being selling an ITSM. The service desk is located in Brazil, and they have very few individuals that speak English. Multiple updates over the year have broken the language of the system and tickets have come out in a foreign language. Support is unable to fix issues that occur where downtime occurs. Updates are too fast. Revisions happen 3-4 a week.
Kevin Smith | TrustRadius Reviewer

Alternatives Considered

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.
Ben Nichols | TrustRadius Reviewer

InvGate Service Desk

At the time of comparison, InvGate had a better price and way quicker set-up time to get it up and running
Kevin Smith | TrustRadius Reviewer

Return on Investment

Autotask PSA

  • We can effectively contract profitability. After running a few quick reports we realized we were charging about 1/2 what we should have been for fixed rate projects.
  • We track resource utilization to see where our technicians are productive and what is eating their valuable time.
  • I feel that Autotask is the single biggest impact on overall business ROI. We track profitability of everything from hardware to services to contracts with it. It allows us to make intelligent business decisions based on numbers.
Garry Adams | TrustRadius Reviewer

InvGate Service Desk

  • Upfront, it had a very good ROI compared to a homegrown system that was being used.
  • Allows users to submit issues to get MFG back up and running.
Kevin Smith | TrustRadius Reviewer

Pricing Details

Autotask PSA

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

InvGate Service Desk

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Autotask PSA
8.3
InvGate Service Desk
5.0

Likelihood to Renew

Autotask PSA
9.0
InvGate Service Desk

Usability

Autotask PSA
9.0
InvGate Service Desk

Support Rating

Autotask PSA
8.7
InvGate Service Desk
1.0

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