Datto Autotask PSA vs. Ivanti LANDESK Service Desk (discontinued)

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.

Incentivized

I would recommend this product to anyone looking for an ITSM solution. Overall the team is very easy to work with and the solution is on par with others in the market. We have no complaints about the product and we are scaling it to meet our growing needs.

Incentivized

• 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.

Incentivized

• Follow pre-defined workflows for ticket types.
• Properly route tickets & messages to internal users.
• Offer a simplified interface for writing message templates and workflows.

Incentivized

• 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.

Incentivized

• Interface could use a facelift
• Communicate with users from tickets
• When all task have been completed the option to close the ticket should be available, or it just hangs out there

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

Incentivized

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.

Incentivized

They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.

Incentivized

Support system is very good. I believe they have done an excellent job supporting our questions

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.

Incentivized

They only system that I can compare against Service Desk is ConnectWise. With that in mind, I definitely see that Service Desk is much easier to maintain, design and improve. The visual representation of processes does assist with seeing how it's working. However, the window design is still severely lacking in comparison.

Incentivized

• 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.

Incentivized

• Our Help Desk agents have been able to streamline the incident process and we were able to create template for common types of calls like lock-outs and password resets. This has saved the help desk a ton of time and helps resolve customer issues more quickly
• The change management module allowed us to completely transform our process. It is now simple and intuitive to enter a change and have it approved and worked.
• The CMDB module has allowed us to begin tracking our assets in one place and seeing how they relate to each other. This is something that was not available prior and it has streamlined our organization.

Incentivized