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).
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.
Marvel is a very strong tool in scenarios where designers seek to quickly create simple prototypes on their desktops using a simple, intuitive interface. It offers “just enough” functionality to create somewhat realistic designs to present to stakeholders and other designers. However, there’s a limit to how “realistic” those designs can be, given that Marvel has somewhat limited functionality around animations. Marvel is not a strong option for those who want to create very complex prototypes with many animations, or for those who want to edit prototypes on their tablet or phone. Marvel is a jewel for simplicity but starts to be difficult to use when creating complicated designs. For creating more complicated prototypes, I would recommend a more robust tool, such as Axure.
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.
I really miss being able to duplicate, make a copy of the prototype I'm working on. Sometimes, I want to make a comparison with detail changes and without being able to duplicate it is difficult.
Compared to other similar services, I feel the animations could be more fluid and smoother.
It could have more free sophisticated icons and images.
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.
Ultimately, InVision was just a better fit for our company's needs. It's probably faster to create prototypes using Marvel, but InVision's collaboration features (comments, notes, etc.) are much more robust, which was helpful for our large team spread across multiple continents. InVision also offers more advanced features, and Marvel felt a little too limited for our overall business needs.
