What users are saying about
94 Ratings
41 Ratings
94 Ratings
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Score 8.5 out of 100
41 Ratings
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Score 4.8 out of 100

Likelihood to Recommend

Autotask PSA

Autotask is much more well suited to a busy company. It's a little bit price-prohibitive if you only have a couple of employees or not many clients. This solution works for us, having 10 employees and about 200 clients. Any less than that, the pricing wouldn't be worthwhile.Autotask fits very well with us. It's easy to keep on task. Any tickets that are getting old will shoot out alerts and scheduled tasks for our techs to finish up work on it. It's also very easy to run reports for clients on the services that they've used through us. We love Autotask.
Dan Gospe | TrustRadius Reviewer

OpenAir PSA

This product is well suited for an organization that is focused on client services, project delivery, time tracking, expense reporting, and revenue recognition. From a pure project management perspective, this product is not as feature rich as say Microsoft Project Server. For organizations that are looking for detailed complex project plan and resource management (along with resource leveling, etc.), this is probably not the best suited product
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Autotask PSA
6.7
OpenAir PSA
Organize and prioritize service tickets
Autotask PSA
8.2
OpenAir PSA
Expert directory
Autotask PSA
7.0
OpenAir PSA
Service restoration
Autotask PSA
3.3
OpenAir PSA
Self-service tools
Autotask PSA
6.6
OpenAir PSA
Subscription-based notifications
Autotask PSA
7.6
OpenAir PSA
ITSM collaboration and documentation
Autotask PSA
6.8
OpenAir PSA
ITSM reports and dashboards
Autotask PSA
7.5
OpenAir PSA

ITSM asset management

Autotask PSA
7.7
OpenAir PSA
Configuration mangement
Autotask PSA
7.7
OpenAir PSA
Asset management dashboard
Autotask PSA
7.3
OpenAir PSA
Policy and contract enforcement
Autotask PSA
8.2
OpenAir PSA

Change management

Autotask PSA
7.8
OpenAir PSA
Change requests repository
Autotask PSA
8.1
OpenAir PSA
Change calendar
Autotask PSA
6.5
OpenAir PSA
Service-level management
Autotask PSA
8.7
OpenAir PSA

Project Management

Autotask PSA
OpenAir PSA
5.1
Task Management
Autotask PSA
OpenAir PSA
4.2
Resource Management
Autotask PSA
OpenAir PSA
7.6
Gantt Charts
Autotask PSA
OpenAir PSA
4.5
Scheduling
Autotask PSA
OpenAir PSA
9.0
Workflow Automation
Autotask PSA
OpenAir PSA
3.5
Team Collaboration
Autotask PSA
OpenAir PSA
4.5
Support for Agile Methodology
Autotask PSA
OpenAir PSA
4.0
Support for Waterfall Methodology
Autotask PSA
OpenAir PSA
6.0
Document Management
Autotask PSA
OpenAir PSA
4.0
Email integration
Autotask PSA
OpenAir PSA
3.3
Mobile Access
Autotask PSA
OpenAir PSA
6.3
Timesheet Tracking
Autotask PSA
OpenAir PSA
7.3
Change request and Case Management
Autotask PSA
OpenAir PSA
3.1
Budget and Expense Management
Autotask PSA
OpenAir PSA
3.5

Professional Services Automation

Autotask PSA
OpenAir PSA
6.1
Quotes/estimates
Autotask PSA
OpenAir PSA
5.1
Invoicing
Autotask PSA
OpenAir PSA
7.6
Project & financial reporting
Autotask PSA
OpenAir PSA
4.6
Integration with accounting software
Autotask PSA
OpenAir PSA
7.2

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

OpenAir PSA

  • Netsuite OpenAir PSA is highly configurable and has a large ecosystem of assets to work with.
  • Tasks are easily designed to automate processes in your business workflow.
  • OpenAir is designed in such a way that it can communicate and receive information from external systems without having to re-engineer your systems to make them work if you are following standard business practice.
Anonymous | 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

OpenAir PSA

  • Compared to QuickArrow, setting up reports to reflect the data accurately seemed to require a bit more consultant time and collaboration. Getting the numbers correct is essential, so budget extra time for this iniative. We also learned that certain calculations can not be displayed in the executive dashboards. Ask these questions upfront to ensure your dashboards are complete for your needs (again, working backwards in the preparation stages).
  • Compared to QuickArrow, NetSuite OpenAir PSA falls short in the resource management capabilities. UI, flexibility, and scheduling options all could be improved. This is on their roadmap, timeline yet to be defined. Scheduling is vitally important to our company and this is THE area where we feel is the applications weakest. However, the application does provide everything critical to scheduling and provided the elements we needed in order to be successful. We altered our scheduling process accordingly.
  • During our System Administration 3 day online training, when a question was asked about detailed functionality, sometimes the trainer would share..."Yes, OpenAir has a configuration for that. Just inquire with your consultant and they can flip that flag in your instance." The responsibility for obtaining these special application configurations was placed on the System Admin [in training] to ask and to take notes. If your company needs the application to work a certain way, speak up and ask your OA consultant. There seems to be MANY flags that can be flipped in the background to allow for the system to meet your needs. My complaint is that these are not published, rather made available if one inquires.
  • OpenAir is able to generate invoices directly and we strongly encourage using this feature to keep everything housed under one application. However, this did not work for our organization and we leveraged a financial integration. A bit of a pioneer integrating with Softrax -- the integration works well, however is quite fragile. We do receive appropriate support when needed, but would prefer the integration to be a bit more stable. We recommend integrating with their stated supported financial systems, as staying the course will likely net a more stable integration.
Anonymous | TrustRadius Reviewer

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

OpenAir PSA

OpenAir PSA 8.2
Based on 7 answers
It all depends. We are still looking at moving our consultants to Oracle PAC, in order to get our financial systems in line (we use Oracle Financials currently). We are feeling a lot of pain with integration and segmented systems.

Ultimately,it depends on how much pain is felt there. OpenAir has given us a path to follow on from QuickArrow. I foresee either moving onto Oracle PAC by end of calendar, or staying on OpenAir.

OpenAir to Oracle integration is not easy. From a reporting and process perspective, there’s been pain from being in different systems
Anonymous | TrustRadius Reviewer

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

OpenAir PSA

OpenAir PSA 9.4
Based on 4 answers
In this day and age I should not have to read a manual to understand a product. It should be intuitive to administrate and perform basic tasks. It feels like a ton of intelligence was poured into making OpenAir feature rich but no where near as much attention was given to the user experience.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Autotask PSA

No score
No answers yet
No answers on this topic

OpenAir PSA

OpenAir PSA 10.0
Based on 3 answers
The system up time was reliable and that was never anything we ever had any concerns/issues with.
Anonymous | TrustRadius Reviewer

Performance

Autotask PSA

No score
No answers yet
No answers on this topic

OpenAir PSA

OpenAir PSA 9.0
Based on 3 answers
The performance was acceptable. If you had a very large data set you were working with it might take a little longer, but within reason.
Anonymous | TrustRadius Reviewer

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

OpenAir PSA

OpenAir PSA 5.5
Based on 6 answers
As an admin, I've had more contact with OA support than most. I've found their response to tickets typically timely and helpful, however many of the responses to tickets are "we will file an enhancement request" and then I never hear about it again. So not terrible, but not a very fulfilling experience.
Bryan Parry | TrustRadius Reviewer

In-Person Training

Autotask PSA

No score
No answers yet
No answers on this topic

OpenAir PSA

OpenAir PSA 10.0
Based on 2 answers
Very knowledgeable and able to articulate how other customers configured the solution to meet their needs as well as the best practices they recommended.
Anonymous | TrustRadius Reviewer

Online Training

Autotask PSA

No answers on this topic

OpenAir PSA

We did a 3 day online remote course back in April. NetSuite prefers training to occur before migration. We went over the functionality of tool and three months later we migrated. Personally, I didn’t find it that beneficial. Certain parts of it were beneficial as they applied to me – talked a lot about invoicing capabilities that didn’t apply to me. They also have knowledge base / e-learning assets, but I haven’t referred to them
Anonymous | TrustRadius Reviewer

Implementation Rating

Autotask PSA

No score
No answers yet
No answers on this topic

OpenAir PSA

OpenAir PSA 10.0
Based on 2 answers
It went fine. Everything came over the way we wanted. In addition to migrating the current projects we wanted to migrate historical data – did that seamlessly. The finished product looked pretty good – just needed to tweak – and they helped us with that
Anonymous | TrustRadius Reviewer

Alternatives Considered

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.
Ben Nichols | TrustRadius Reviewer

OpenAir PSA

Previously we used a custom application running on top of Oracle ERP. One of the reasons we chose OpenAIR was because it was covering our requirements for time tracking and project/resource management, much better than the custom app. In addition we got other features like: project teams, task assignments etc. Another reason we chose it was its integration with NetSuite which we have chosen to be our new ERP, integration that is still very basic.
Cristian Bodnarasec | TrustRadius Reviewer

Scalability

Autotask PSA

No score
No answers yet
No answers on this topic

OpenAir PSA

OpenAir PSA 10.0
Based on 2 answers
Once the system is setup, it's easy to manage and maintain.
Anonymous | TrustRadius Reviewer

Return on Investment

Autotask PSA

  • We can effectively contract profitability. After running a few quick reports we realized we were charging about 1/2 what we should have been for fixed rate projects.
  • We track resource utilization to see where our technicians are productive and what is eating their valuable time.
  • I feel that Autotask is the single biggest impact on overall business ROI. We track profitability of everything from hardware to services to contracts with it. It allows us to make intelligent business decisions based on numbers.
Garry Adams | TrustRadius Reviewer

OpenAir PSA

  • OpenAir allows our organization to fully understand our resourcing needs, which helps provide background info when scoping new SOWs. This means our SOWs and timelines are more accurate and budgeted correctly.
  • OpenAir saves time for our organization, which ultimately helps us become more efficient in our work.
Anonymous | TrustRadius Reviewer

Pricing Details

Autotask PSA

General

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

OpenAir PSA

General

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

Rating Summary

Likelihood to Recommend

Autotask PSA
9.5
OpenAir PSA
6.0

Likelihood to Renew

Autotask PSA
9.0
OpenAir PSA
8.2

Usability

Autotask PSA
9.0
OpenAir PSA
9.4

Reliability and Availability

Autotask PSA
OpenAir PSA
10.0

Performance

Autotask PSA
OpenAir PSA
9.0

Support Rating

Autotask PSA
8.4
OpenAir PSA
5.5

In-Person Training

Autotask PSA
OpenAir PSA
10.0

Implementation Rating

Autotask PSA
OpenAir PSA
10.0

Scalability

Autotask PSA
OpenAir PSA
10.0

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