What users are saying about
124 Ratings
3 Ratings
124 Ratings
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Score 8 out of 100
3 Ratings
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Score 9 out of 100

Feature Set Ratings

  • iSupport ranks higher in 1 feature set: Incident and problem management

Incident and problem management

7.1

Autotask PSA

71%
7.4

iSupport

74%
iSupport ranks higher in 5/7 features

Organize and prioritize service tickets

7.6
76%
29 Ratings
9.0
90%
1 Rating

Expert directory

7.5
75%
23 Ratings
5.0
50%
1 Rating

Service restoration

6.7
67%
19 Ratings
7.0
70%
1 Rating

Self-service tools

7.0
70%
23 Ratings
9.0
90%
1 Rating

Subscription-based notifications

7.4
74%
20 Ratings
7.0
70%
1 Rating

ITSM collaboration and documentation

5.7
57%
20 Ratings
7.0
70%
1 Rating

ITSM reports and dashboards

7.8
78%
23 Ratings
8.0
80%
1 Rating

ITSM asset management

7.1

Autotask PSA

71%

iSupport

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%

iSupport

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

  • iSupport is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

7.6

Autotask PSA

76%
29 Ratings
8.0

iSupport

80%
1 Rating

Likelihood to Renew

9.0

Autotask PSA

90%
1 Rating

iSupport

N/A
0 Ratings

Usability

9.0

Autotask PSA

90%
1 Rating

iSupport

N/A
0 Ratings

Support Rating

8.4

Autotask PSA

84%
8 Ratings

iSupport

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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iSupport

Tech tickets and engineering support. The best thing about iSupport is the ability to make custom views and filters. For instance, I have my view set up so I can see when the case was opened, the priority, product, and the customer. I also set it up so if any case has not been updated for 5 days it will turn red notifying me that I need to update the customer.
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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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iSupport

  • Very organized
  • Easy to track and follow-up
  • Great for engineers to prioritize and track all incidents and product related requests that are needed. The real time email system is great exposure across the company as well.
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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.
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iSupport

  • Although it's great to have everything in one place, it can be a little hard to read sometimes in terms of the amount of tickets and being able to decipher between multiple [issues]. Color coordination might be able to help with this for example.
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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

    iSupport

    Starting Price

    Editions & Modules

    iSupport 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

      iSupport

      No answers on this topic

      Usability

      Datto Inc

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

      iSupport

      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

      iSupport

      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.
      Read full review

      iSupport

      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.
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      iSupport

      • Saves time and positive ROI as we don't take the time anymore to hold meetings to discuss all incidents. As a software tool, it is amazingly customizable and gives us tons of control over what each department, support representative, or user can see. This is important for us because we have currently 2 separate support departments using iSupport as well as confidential and personal information that goes through the system.
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