What users are saying about
112 Ratings
112 Ratings
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Score 8.1 out of 100
22 Ratings
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Score 7.6 out of 100

Feature Set Ratings

  • Datto Autotask PSA ranks higher in 3 feature sets: Incident and problem management, ITSM asset management, Change management

Incident and problem management

7.7

Autotask PSA

77%
5.3

N-able MSP Manager

53%
Datto Autotask PSA ranks higher in 6/7 features

Organize and prioritize service tickets

7.3
73%
28 Ratings
4.5
45%
4 Ratings

Expert directory

7.4
74%
22 Ratings
3.5
35%
4 Ratings

Service restoration

8.3
83%
18 Ratings
3.9
39%
2 Ratings

Self-service tools

8.0
80%
22 Ratings
3.5
35%
4 Ratings

Subscription-based notifications

8.0
80%
19 Ratings
7.3
73%
3 Ratings

ITSM collaboration and documentation

7.0
70%
19 Ratings
7.3
73%
3 Ratings

ITSM reports and dashboards

8.0
80%
22 Ratings
7.3
73%
3 Ratings

ITSM asset management

7.1

Autotask PSA

71%
6.7

N-able MSP Manager

67%
Datto Autotask PSA ranks higher in 2/3 features

Configuration mangement

7.0
70%
21 Ratings
6.3
63%
3 Ratings

Asset management dashboard

6.7
67%
19 Ratings
7.2
72%
3 Ratings

Policy and contract enforcement

7.8
78%
16 Ratings
N/A
0 Ratings

Change management

7.5

Autotask PSA

75%
2.8

N-able MSP Manager

28%
Datto Autotask PSA ranks higher in 3/3 features

Change requests repository

7.4
74%
23 Ratings
N/A
0 Ratings

Change calendar

7.0
70%
19 Ratings
1.0
10%
1 Rating

Service-level management

8.2
82%
25 Ratings
4.5
45%
4 Ratings

Attribute Ratings

  • Datto Autotask PSA is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

7.6

Autotask PSA

76%
28 Ratings
4.0

N-able MSP Manager

40%
4 Ratings

Likelihood to Renew

9.0

Autotask PSA

90%
1 Rating

N-able MSP Manager

N/A
0 Ratings

Usability

9.0

Autotask PSA

90%
1 Rating

N-able MSP Manager

N/A
0 Ratings

Support Rating

8.4

Autotask PSA

84%
8 Ratings
3.9

N-able MSP Manager

39%
4 Ratings

Likelihood to Recommend

Autotask PSA

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.
Howard Rabb | TrustRadius Reviewer

N-able MSP Manager

It's a good company to grow with because as needs change there are more features available.
Tamara Ham | TrustRadius Reviewer

Pros

Autotask PSA

  • 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.
Daniel J. Lewis | TrustRadius Reviewer

N-able MSP Manager

  • Web Based
  • Automated Ticket creation
chris maddox | TrustRadius Reviewer

Cons

Autotask PSA

  • To date, the maim area of improvement is the ability to allow for retrieving a ticket that may have inadvertently been deleted. At present there is no way to do this which at times can be frustrating.
  • The search function does leave something to be desired as it does require some specific wording to find what you're looking for.
Anonymous | TrustRadius Reviewer

N-able MSP Manager

  • It is just simply too slow! The web interface requires patience, even when moving between tabs or menu choices. This is by far the biggest detracting element of MSP Manager.
  • Input customization -- I would like the settings pages to allow me to customize some input screens, especially the Ticket Entry window. The "Quick Ticket" entry is missing a few key items I want in a trouble ticket, and the full ticket entry window has numerous fields I never use or are always the same, and so it just takes more time and effort than is necessary.
  • Both the asset tracking and the knowledge base should be more robust and integrally tied into the RMM console, so that licenses, serial numbers, procedures, network data are quick and simple to access from either interface.
Les Klassen Hamm | TrustRadius Reviewer

Pricing Details

Autotask PSA

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

N-able MSP Manager

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

Likelihood to Renew

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
After using multiple products on the market, Autotask was intuitive and easy to manage.
Daniel J. Lewis | TrustRadius Reviewer

N-able MSP Manager

No score
No answers yet
No answers on this topic

Usability

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
The work flow is much better then other competitors
Daniel J. Lewis | TrustRadius Reviewer

N-able MSP Manager

No score
No answers yet
No answers on this topic

Support Rating

Autotask PSA

Autotask PSA 8.4
Based on 8 answers
They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
Ashley Beal | TrustRadius Reviewer

N-able MSP Manager

N-able MSP Manager 3.9
Based on 4 answers
They're good at resolving issues when they arise.
Tamara Ham | TrustRadius Reviewer

Alternatives Considered

Autotask PSA

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 | TrustRadius Reviewer

N-able MSP Manager

MSP Manager is a fully serviced paid option. Spiceworks is a free helpdesk. They both are very useful, but a company can just outgrow Spiceworks.
Anonymous | TrustRadius Reviewer

Return on Investment

Autotask PSA

  • 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.
Anonymous | TrustRadius Reviewer

N-able MSP Manager

  • We have had to spend time and resources to create our own reports, as MSP Manager does not have them.
  • Searching for a ticket requires scrolling, wasting time
chris maddox | TrustRadius Reviewer

Screenshots

Autotask PSA

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