What users are saying about
77 Ratings
3 Ratings
77 Ratings
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Score 8 out of 100
3 Ratings
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Score 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

Replicon

It is perfect for inputing time sheets, time offs and expenses. It is hosted on the cloud, so accessible from anywhere, and even from mobile. It should nonetheless do just that, as it is not suited to track the work that you are doing or details about it. It is completely useless in that case.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Autotask PSA
7.7
Replicon
Organize and prioritize service tickets
Autotask PSA
9.3
Replicon
Expert directory
Autotask PSA
7.6
Replicon
Service restoration
Autotask PSA
6.0
Replicon
Self-service tools
Autotask PSA
7.4
Replicon
Subscription-based notifications
Autotask PSA
8.0
Replicon
ITSM collaboration and documentation
Autotask PSA
7.9
Replicon
ITSM reports and dashboards
Autotask PSA
8.1
Replicon

ITSM asset management

Autotask PSA
7.8
Replicon
Configuration mangement
Autotask PSA
7.8
Replicon
Asset management dashboard
Autotask PSA
8.0
Replicon
Policy and contract enforcement
Autotask PSA
7.5
Replicon

Change management

Autotask PSA
8.0
Replicon
Change requests repository
Autotask PSA
8.1
Replicon
Change calendar
Autotask PSA
7.8
Replicon
Service-level management
Autotask PSA
8.1
Replicon

Project Management

Autotask PSA
Replicon
7.9
Task Management
Autotask PSA
Replicon
6.0
Resource Management
Autotask PSA
Replicon
7.0
Gantt Charts
Autotask PSA
Replicon
7.3
Scheduling
Autotask PSA
Replicon
7.0
Document Management
Autotask PSA
Replicon
7.3
Email integration
Autotask PSA
Replicon
7.3
Mobile Access
Autotask PSA
Replicon
9.0
Timesheet Tracking
Autotask PSA
Replicon
10.0
Budget and Expense Management
Autotask PSA
Replicon
10.0

Professional Services Automation

Autotask PSA
Replicon
8.8
Quotes/estimates
Autotask PSA
Replicon
7.0
Invoicing
Autotask PSA
Replicon
9.0
Project & financial reporting
Autotask PSA
Replicon
9.0
Integration with accounting software
Autotask PSA
Replicon
10.0

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

Replicon

  • Many of our staff members work on multiple projects. Replicon PSM is ideal for managers to track all staff hours just by running a simple report.
  • It's so easy use & maintain.
  • Support team is really impressive, seem to know their product.
  • Reporting is a breeze.
Rose Hill | 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

Replicon

  • Though the technical support staff are always very nice, sometimes they don't seem to understand exactly what the issue is based on our explanation. There have been several times when I've ended up solving the issue on my own without their assistance, despite numerous emails and phone calls. Could be a language barrier issue, perhaps they could receive more training in how companies are actually using the software on a daily basis.
  • Employee time sheets have to be approved by project managers and supervisors prior to my final approval. However, when viewing the time sheets in list form, there is no way for me to tell whether a time sheet has been approved by everyone else. I have to manually open each one and hover over the approver link. It would be helpful if there was a column in the list showing which approvers still need to approve it.
  • There have been a few times when time sheets were accidentally deleted by approvers. In order to retrieve them, we've had to contact Replicon support and have a backup instance of the information created. It would be great if perhaps there was some sort of archive or recently deleted section that could be accessed right away without having to go through Replicon support, a folder or something that would hold on to recently deleted files for a few days or a week just in case they needed to be retrieved.
  • Some of our projects have more than one project manager. Replicon currently allows for co-managers to be assigned to a project, but this status does not seem to include that co-manager in the approval of time sheets and expenses. We have had to manually create an approval path to include that second manager. It would be nice if co-managers would automatically be included in those approval paths.
Meredith Buckley | 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

Replicon

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

Replicon

No score
No answers yet
No answers on this topic

Support Rating

Autotask PSA

Autotask PSA 8.7
Based on 4 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

Replicon

No score
No answers yet
No answers on this topic

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

Replicon

We used to track time on JIRA on the tickets. This was good enough for time tracking, but didn't integrate efficiently with accounting software, so accountants had to replicate manually the data from JIRA to their software in order to bill clients. Using Replicon made things much easier for them.
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

Replicon

  • Improvement in tracking employee hours & time off.
  • Improvement in assigning employee to projects.
  • Improvement for the account managers to track what is happening to their projects.
Rose Hill | TrustRadius Reviewer

Pricing Details

Autotask PSA

General

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

Replicon

General

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

Rating Summary

Likelihood to Recommend

Autotask PSA
8.2
Replicon
8.0

Likelihood to Renew

Autotask PSA
9.0
Replicon

Usability

Autotask PSA
9.0
Replicon

Support Rating

Autotask PSA
8.7
Replicon

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