Likelihood to Recommend 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.
Read full review If your budget is really tight, then JitBit is not for you. It's kind of pricey. That said, JitBit HelpDesk is very robust--we've never had one second of downtime in my two years of using it. It depends on what's important to you. If you need rock-solid Help Desk and stellar, trouble-free performance, then JitBit it. If not, there are alternatives that are much less expensive. The cloud version might be less expensive for companies that don't need an on-premise solution.
Read full review Pros 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. Read full review Fantastic ticketing system to keep track of old conversations from clients. Fantastic analytics and metric tracking. Fantastic for sharing relationships with a customer. Generally, this would be a salesperson sharing an onboarding with a support person, but I think you could get creative with it. JitBit is very flexible. Super easy to learn and use. If you can use your email, you can use JitBit. Read full review Cons 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 Better feature request timing. Email notification filtering. Automation of integrations. Read full review Likelihood to Renew After using multiple products on the market, Autotask was intuitive and easy to manage.
Read full review Usability The work flow is much better then other competitors
Read full review Support Rating 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 Alternatives Considered 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.
Dan Gospe Chief Operating Officer, and HIPAA Privacy Officer
Read full review We've looked at several different Help Desk solutions, but the names escape me at the moment. We looked at
Spiceworks and didn't find it to be bad but we didn't like the ads. There is a purchase version for about $500/year, but we still decided against it--I can't recall why. JitBit's reviews and history are both very good. And if two years worth of no issues is any indication of how well it works, then that alone speaks for itself. I have used other Help Desk applications over the past 20 years and none are perfect, but a hassle-free experience gets a gold star from me.
Read full review Return on Investment 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 Allowed us to blow up the amount of employees we had in our company. Created accountability between teams, which reduced bickering and finger pointing. Brought light to blind spots in work flow. Every, EVERY, hand off is fast, clear and understood between employees... It's great. Read full review ScreenShots