What users are saying about
124 Ratings
Top Rated
331 Ratings
124 Ratings
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Score 8 out of 100
Top Rated
331 Ratings
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Score 8.6 out of 100

Feature Set Ratings

  • Salesforce Service Cloud ranks higher in 1 feature set: Incident and problem management

Incident and problem management

7.1

Autotask PSA

71%
7.7

Salesforce Service Cloud

77%
Datto Autotask PSA ranks higher in 5/9 features

Organize and prioritize service tickets

7.6
76%
29 Ratings
8.5
85%
55 Ratings

Expert directory

7.5
75%
23 Ratings
7.1
71%
40 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
7.1
71%
47 Ratings

ITSM collaboration and documentation

5.7
57%
20 Ratings
7.3
73%
42 Ratings

ITSM reports and dashboards

7.8
78%
23 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
8.1
81%
56 Ratings

Ticket response

N/A
0 Ratings
8.1
81%
55 Ratings

ITSM asset management

7.1

Autotask PSA

71%

Salesforce Service Cloud

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%

Salesforce Service Cloud

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

Self Help Community

Autotask PSA

Feature Set Not Supported
N/A
7.2

Salesforce Service Cloud

72%
Salesforce Service Cloud ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
6.9
69%
46 Ratings

Internal knowledge base

N/A
0 Ratings
7.5
75%
51 Ratings

Multi-Channel Help

Autotask PSA

Feature Set Not Supported
N/A
8.0

Salesforce Service Cloud

80%
Salesforce Service Cloud ranks higher in 5/5 features

Customer portal

N/A
0 Ratings
7.7
77%
39 Ratings

IVR

N/A
0 Ratings
7.6
76%
25 Ratings

Social integration

N/A
0 Ratings
8.1
81%
34 Ratings

Email support

N/A
0 Ratings
8.2
82%
56 Ratings

Help Desk CRM integration

N/A
0 Ratings
8.2
82%
49 Ratings

Attribute Ratings

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

Likelihood to Recommend

7.4

Autotask PSA

74%
29 Ratings
8.3

Salesforce Service Cloud

83%
62 Ratings

Likelihood to Renew

9.0

Autotask PSA

90%
1 Rating
9.6

Salesforce Service Cloud

96%
4 Ratings

Usability

9.0

Autotask PSA

90%
1 Rating
8.4

Salesforce Service Cloud

84%
11 Ratings

Availability

Autotask PSA

N/A
0 Ratings
8.7

Salesforce Service Cloud

87%
7 Ratings

Performance

Autotask PSA

N/A
0 Ratings
8.6

Salesforce Service Cloud

86%
7 Ratings

Support Rating

8.4

Autotask PSA

84%
8 Ratings
7.5

Salesforce Service Cloud

75%
29 Ratings

Online Training

Autotask PSA

N/A
0 Ratings
9.0

Salesforce Service Cloud

90%
1 Rating

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.
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Salesforce

Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
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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.
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Salesforce

  • Flexibility of data tracked, displayed, reported on, and customized.
  • Single source of truth for support, implementations, sales and management.
  • Ability to integrate through built-in app exchange and easy API.
  • Reporting and emailed reports with direct links to drill down into data.
  • Do virtually whatever you "need" to do.
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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.
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Salesforce

  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
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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

    Salesforce Service Cloud

    Starting Price

    $65 per month

    Editions & Modules

    Salesforce Service Cloud 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.
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      Salesforce

      Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
      Read full review

      Usability

      Datto Inc

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

      Salesforce

      I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
      Read full review

      Reliability and Availability

      Datto Inc

      No answers on this topic

      Salesforce

      Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
      Read full review

      Performance

      Datto Inc

      No answers on this topic

      Salesforce

      There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
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      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

      Salesforce

      It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
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      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

      Salesforce

      I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.
      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

      Salesforce

      • While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
      • Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
      • We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool
      Read full review

      Screenshots

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