Datto Autotask PSA vs. Jira Software

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Autotask PSA
Score 7.8 out of 10
N/A
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).N/A
Jira Software
Score 8.0 out of 10
N/A
Jira Software is a project management tool from Atlassian, featuring an interactive timeline for mapping work items, dependencies, and releases, Scrum boards for agile teams, and out-of-the-box reports and dashboards.
$81.85
per month 10 users
Pricing
Datto Autotask PSAJira Software
Editions & Modules
No answers on this topic
Standard
$8.15
per month per user (minimum 10)
Premium
$16
per month per user (minimum 10)
Data Center
$44,000
per year 500 users
Enterprise
Contact Sales
per year
Offerings
Pricing Offerings
Autotask PSAJira Software
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Datto Autotask PSAJira Software
Considered Both Products
Autotask PSA
Chose Datto 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.
Chose Datto Autotask PSA
Autotask is more robust than simple ticketing systems. It provides better billing ability that many ticketing systems and works well with existing clients. The invoicing options provided are beneficial to the business and streamline the process. The ticketing system provides …
Jira Software

No answer on this topic

Top Pros
Top Cons
Best Alternatives
Datto Autotask PSAJira Software
Small Businesses
Atera
Atera
Score 8.9 out of 10
Stackby
Stackby
Score 9.8 out of 10
Medium-sized Companies
Atera
Atera
Score 8.9 out of 10
SAP Ruum
SAP Ruum
Score 9.0 out of 10
Enterprises
Planview AdaptiveWork
Planview AdaptiveWork
Score 6.8 out of 10
Quickbase
Quickbase
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Datto Autotask PSAJira Software
Likelihood to Recommend
7.6
(29 ratings)
8.7
(187 ratings)
Likelihood to Renew
9.0
(1 ratings)
9.0
(35 ratings)
Usability
9.0
(1 ratings)
7.1
(28 ratings)
Availability
-
(0 ratings)
5.3
(3 ratings)
Performance
-
(0 ratings)
8.0
(1 ratings)
Support Rating
8.4
(4 ratings)
8.8
(23 ratings)
Online Training
-
(0 ratings)
8.0
(1 ratings)
Implementation Rating
-
(0 ratings)
9.0
(1 ratings)
Ease of integration
-
(0 ratings)
7.7
(8 ratings)
User Testimonials
Datto Autotask PSAJira Software
Likelihood to Recommend
Kaseya
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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Atlassian
The Jira software works well for managing scrum boards and allocating resources to a task. When your Epics and Issues are set up properly, it can give you a good idea of where your team stands and the trajectory of your project. It is not the ideal solution if you need to provide documentation and support to people outside of your product teams or organization. It would benefit from having a public documentation or repository feature.
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Pros
Kaseya
  • 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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Atlassian
  • Running sprints and tracking progress of roadmap, epics, story, task and subtask
  • The user interface is great. It allows tables inside details, have common shortcuts and clean design.
  • Can create custom dashboards and can view data in multiple ways
  • Advanced access rights based on role
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Cons
Kaseya
  • 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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Atlassian
  • Management of the software is very difficult at times, although has improved.
  • Ability to manage resources is really non-existent, there are some plugins but they are ALL buggy (I've tested them all).
  • Better integration with Trello, would love to see this happen. Right now it's very clumsy.
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Likelihood to Renew
Kaseya
After using multiple products on the market, Autotask was intuitive and easy to manage.
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Atlassian
This is because Jira Software generates a huge profit for an affordable price. Having a tool that makes team management transparent and effective is very valuable.
In addition, the renewal of Jira Software and all Atlassian tools is predictable and clear, as the prices are published on the Atlassian website and there is no pyramid of intermediaries.
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Usability
Kaseya
The work flow is much better then other competitors
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Atlassian
JIRA Software is a pretty complex tool. We have a project manager for JIRA who onboarded us, created our board, and taught us the basics. I think it would have been pretty overwhelming to learn without her. JIRA offers so much functionality that I'm not aware of -- I constantly need to Google or ask others about existing features. Also, although they are all under the Atlassian umbrella, I find it difficult to switch between JIRA Software and Confluence.
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Support Rating
Kaseya
They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
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Atlassian
Our JIRA support is handled internally by members of our Product Support team. It is not supported by a 3rd party. Our internal support will always sent out notifications for downtime which is usually done on the weekend unless it is required to fix a bug/issue that is affecting the entire company. Downtime is typically 3-4 hours and then once the maintenance is complete, another broadcast email is sent out informing the user community that the system is now available for use.
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Online Training
Kaseya
No answers on this topic
Atlassian
One of their strong points i stheir documentation. Almost all of the basic set up needed within JIRA is available online through atlassian and its easy to find and very precise. The more critical issues need to be addressed as well and hence the rating of 8 instead of a 9.
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Implementation Rating
Kaseya
No answers on this topic
Atlassian
Take your time implementing Jira. Make sure you understand how you want to handle your projects and workflows. Investing more time in the implementation can pay off in a long run. It basically took us 5 days to define and implement correctly, but that meant smooth sailing later on.
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Alternatives Considered
Kaseya
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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Atlassian
Jira Software has more integrations and has more features than many of its competitors. While some of its competitors do have better UI/UX than Jira Software, they have improved this greatly over time. Atlassian also acquired Trello years ago, so that adds better user interfaces to the system. They do also offer a pretty in-depth library of how to customize the platform that others don't.
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Return on Investment
Kaseya
  • 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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Atlassian
  • Jira has positively made our company's daily activities much better organized
  • With Jira we can track progress and follow up on tasks
  • Jira has great reporting tools which aggregate various data and give us a good overview of our teams capacity
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ScreenShots