Autotask PSA vs ManageEngine ServiceDesk Plus

• 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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• It is very easy to create business rules that automatically route email tickets to the correct department and apply templates to correctly categorize the incident.
• The technician auto-assign function allows email tickets to be fairly apportioned using a round robin technique. We do not cuurently use the load balancing technique which is also available.
• It is very easy to bulk edit requests to correct miscatergorization by Analysts. (i.e. Incidents vs. Service Requests)
• Coordinating communications and notifying ticket holders when a network or application event is resolved is very simple.

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• 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.

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• Reporting tools; the report features can be a little limited, it can be quite tricky to get the information you want displayed in detail
• You can set required fields within the ticket template, which should mean the user has to complete them before they can submit the ticket, however this often doesn't enforce correctly

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• 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.

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• The tool does not scale well from an ROI perspective. As you add a customer, you must add a new instance, hence a new license.
• The tool is probably on the expensive side (34,000 USD per 130 technicians per year).
• There is no usage beyond incident, change, and problem management. The CMDB feature is extremely limited and cannot generate additional ROI. There is no knowledge-base or integration with other software (other than ME Desktop Central).

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