What users are saying about
124 Ratings
46 Ratings
124 Ratings
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Score 8 out of 100
46 Ratings
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Score 7.5 out of 100

Feature Set Ratings

    Incident and problem management

    7.1

    Autotask PSA

    71%

    OpenAir PSA

    Feature Set Not Supported
    N/A
    Datto Autotask PSA ranks higher in 7/7 features

    Organize and prioritize service tickets

    7.6
    76%
    29 Ratings
    N/A
    0 Ratings

    Expert directory

    7.5
    75%
    23 Ratings
    N/A
    0 Ratings

    Service restoration

    6.7
    67%
    19 Ratings
    N/A
    0 Ratings

    Self-service tools

    7.0
    70%
    23 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    7.4
    74%
    20 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    5.7
    57%
    20 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    7.8
    78%
    23 Ratings
    N/A
    0 Ratings

    ITSM asset management

    7.1

    Autotask PSA

    71%

    OpenAir PSA

    Feature Set Not Supported
    N/A
    Datto Autotask PSA ranks higher in 3/3 features

    Configuration mangement

    6.9
    69%
    22 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    6.4
    64%
    20 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    8.0
    80%
    17 Ratings
    N/A
    0 Ratings

    Change management

    7.5

    Autotask PSA

    75%

    OpenAir PSA

    Feature Set Not Supported
    N/A
    Datto Autotask PSA ranks higher in 3/3 features

    Change requests repository

    7.3
    73%
    24 Ratings
    N/A
    0 Ratings

    Change calendar

    7.0
    70%
    19 Ratings
    N/A
    0 Ratings

    Service-level management

    8.3
    83%
    26 Ratings
    N/A
    0 Ratings

    Project Management

    Autotask PSA

    Feature Set Not Supported
    N/A
    7.3

    OpenAir PSA

    73%
    OpenAir PSA ranks higher in 14/14 features

    Task Management

    N/A
    0 Ratings
    8.0
    80%
    15 Ratings

    Resource Management

    N/A
    0 Ratings
    7.5
    75%
    15 Ratings

    Gantt Charts

    N/A
    0 Ratings
    8.0
    80%
    9 Ratings

    Scheduling

    N/A
    0 Ratings
    6.0
    60%
    12 Ratings

    Workflow Automation

    N/A
    0 Ratings
    6.0
    60%
    9 Ratings

    Team Collaboration

    N/A
    0 Ratings
    8.0
    80%
    12 Ratings

    Support for Agile Methodology

    N/A
    0 Ratings
    6.0
    60%
    7 Ratings

    Support for Waterfall Methodology

    N/A
    0 Ratings
    7.0
    70%
    8 Ratings

    Document Management

    N/A
    0 Ratings
    8.5
    85%
    6 Ratings

    Email integration

    N/A
    0 Ratings
    7.0
    70%
    9 Ratings

    Mobile Access

    N/A
    0 Ratings
    7.5
    75%
    12 Ratings

    Timesheet Tracking

    N/A
    0 Ratings
    7.0
    70%
    14 Ratings

    Change request and Case Management

    N/A
    0 Ratings
    8.0
    80%
    10 Ratings

    Budget and Expense Management

    N/A
    0 Ratings
    7.5
    75%
    14 Ratings

    Professional Services Automation

    Autotask PSA

    Feature Set Not Supported
    N/A
    8.6

    OpenAir PSA

    86%
    OpenAir PSA ranks higher in 4/4 features

    Quotes/estimates

    N/A
    0 Ratings
    8.0
    80%
    5 Ratings

    Invoicing

    N/A
    0 Ratings
    9.0
    90%
    7 Ratings

    Project & financial reporting

    N/A
    0 Ratings
    8.5
    85%
    9 Ratings

    Integration with accounting software

    N/A
    0 Ratings
    9.0
    90%
    7 Ratings

    Attribute Ratings

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

    Likelihood to Recommend

    7.6

    Autotask PSA

    76%
    29 Ratings
    8.5

    OpenAir PSA

    85%
    20 Ratings

    Likelihood to Renew

    9.0

    Autotask PSA

    90%
    1 Rating
    8.2

    OpenAir PSA

    82%
    7 Ratings

    Usability

    9.0

    Autotask PSA

    90%
    1 Rating
    9.4

    OpenAir PSA

    94%
    4 Ratings

    Availability

    Autotask PSA

    N/A
    0 Ratings
    10.0

    OpenAir PSA

    100%
    6 Ratings

    Performance

    Autotask PSA

    N/A
    0 Ratings
    9.0

    OpenAir PSA

    90%
    6 Ratings

    Support Rating

    8.4

    Autotask PSA

    84%
    8 Ratings
    5.5

    OpenAir PSA

    55%
    12 Ratings

    In-Person Training

    Autotask PSA

    N/A
    0 Ratings
    10.0

    OpenAir PSA

    100%
    2 Ratings

    Implementation Rating

    Autotask PSA

    N/A
    0 Ratings
    10.0

    OpenAir PSA

    100%
    4 Ratings

    Configurability

    Autotask PSA

    N/A
    0 Ratings
    8.0

    OpenAir PSA

    80%
    2 Ratings

    Ease of integration

    Autotask PSA

    N/A
    0 Ratings
    10.0

    OpenAir PSA

    100%
    2 Ratings

    Product Scalability

    Autotask PSA

    N/A
    0 Ratings
    10.0

    OpenAir PSA

    100%
    2 Ratings

    Vendor post-sale

    Autotask PSA

    N/A
    0 Ratings
    10.0

    OpenAir PSA

    100%
    2 Ratings

    Vendor pre-sale

    Autotask PSA

    N/A
    0 Ratings
    10.0

    OpenAir PSA

    100%
    2 Ratings

    Likelihood to Recommend

    Datto Inc

    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

    NetSuite

    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
    Read full review

    Pros

    Datto Inc

    • 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

    NetSuite

    • 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.
    Read full review

    Cons

    Datto Inc

    • 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

    NetSuite

    • 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.
    Read full review

    Pricing Details

    Autotask PSA

    Starting Price

    Editions & Modules

    Autotask PSA editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      OpenAir PSA

      Starting Price

      Editions & Modules

      OpenAir PSA editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Likelihood to Renew

        Datto Inc

        After using multiple products on the market, Autotask was intuitive and easy to manage.
        Read full review

        NetSuite

        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
        Read full review

        Usability

        Datto Inc

        The work flow is much better then other competitors
        Read full review

        NetSuite

        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.
        Read full review

        Reliability and Availability

        Datto Inc

        No answers on this topic

        NetSuite

        The system up time was reliable and that was never anything we ever had any concerns/issues with.
        Read full review

        Performance

        Datto Inc

        No answers on this topic

        NetSuite

        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.
        Read full review

        Support Rating

        Datto Inc

        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

        NetSuite

        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.
        Read full review

        In-Person Training

        Datto Inc

        No answers on this topic

        NetSuite

        Very knowledgeable and able to articulate how other customers configured the solution to meet their needs as well as the best practices they recommended.
        Read full review

        Online Training

        Datto Inc

        No answers on this topic

        NetSuite

        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
        Read full review

        Implementation Rating

        Datto Inc

        No answers on this topic

        NetSuite

        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
        Read full review

        Alternatives Considered

        Datto Inc

        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.
        Read full review

        NetSuite

        OpenAir accurately reflects changes in real-time as well as lends itself to see where a draw is at, when payment is expected and what percentage of the contract has been billed or approved to date. This helps with project billing and tracking as well as cash flow. Quickbooks lacks the ability to show progress draws, approved changes, and pending changes on a given project where OpenAir excels.
        Read full review

        Scalability

        Datto Inc

        No answers on this topic

        NetSuite

        Once the system is setup, it's easy to manage and maintain.
        Read full review

        Return on Investment

        Datto Inc

        • 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

        NetSuite

        • It covers our requirements for time tracking and project/resource management better than the previous solution we used.
        • Project managers are happier having this tool for their job and also because it is running on the cloud as opposed to running on-prem.
        • It doesn't help in any way improving the "chasing" of the people that don't submit their time-sheets in time. This one stayed the same as before.
        Read full review

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