What users are saying about
77 Ratings
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Score 8 out of 100
1 Ratings
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Score 10 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

Serviceware Processes (helpLine)

You can build every business process with helpLine. The Code is completely free (C#). The only limitations you have are in the GUI, there you probably will miss something. But the Servicemask can be designed free.
Alessio Andriolo | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Autotask PSA
7.6
Serviceware Processes (helpLine)
8.9
Organize and prioritize service tickets
Autotask PSA
9.1
Serviceware Processes (helpLine)
10.0
Expert directory
Autotask PSA
7.6
Serviceware Processes (helpLine)
9.0
Service restoration
Autotask PSA
5.6
Serviceware Processes (helpLine)
6.0
Self-service tools
Autotask PSA
7.3
Serviceware Processes (helpLine)
9.0
Subscription-based notifications
Autotask PSA
7.9
Serviceware Processes (helpLine)
9.0
ITSM collaboration and documentation
Autotask PSA
7.8
Serviceware Processes (helpLine)
10.0
ITSM reports and dashboards
Autotask PSA
8.0
Serviceware Processes (helpLine)
9.0

ITSM asset management

Autotask PSA
7.8
Serviceware Processes (helpLine)
8.3
Configuration mangement
Autotask PSA
7.8
Serviceware Processes (helpLine)
9.0
Asset management dashboard
Autotask PSA
8.0
Serviceware Processes (helpLine)
9.0
Policy and contract enforcement
Autotask PSA
7.6
Serviceware Processes (helpLine)
7.0

Change management

Autotask PSA
7.9
Serviceware Processes (helpLine)
10.0
Change requests repository
Autotask PSA
8.1
Serviceware Processes (helpLine)
10.0
Change calendar
Autotask PSA
7.6
Serviceware Processes (helpLine)
Service-level management
Autotask PSA
8.2
Serviceware Processes (helpLine)
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

Serviceware Processes (helpLine)

  • No implementation limits.
  • Easy handling (masks can be designed freely).
  • Various interfaces are available.
  • With C# code a lot can be done.
Alessio Andriolo | 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

Serviceware Processes (helpLine)

  • The task management tool could be better integrated.
  • Relatively high memory usage for heavy users.
Alessio Andriolo | 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

Serviceware Processes (helpLine)

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

Serviceware Processes (helpLine)

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

Serviceware Processes (helpLine)

Serviceware Processes (helpLine) 9.0
Based on 1 answer
In case of bugs or coding problems you have to be more specific. Otherwise, they are not forwarded to the development team or it is quickly said that a consultant has to look at this for a fee.
Alessio Andriolo | 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

Serviceware Processes (helpLine)

Unfortunately I have no experience with other products.
Alessio Andriolo | 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

Serviceware Processes (helpLine)

  • We can handle tickets faster.
  • No double tickets anymore because of the contact assignment.
  • One mailbox where every mail will be processed.
Alessio Andriolo | TrustRadius Reviewer

Pricing Details

Autotask PSA

General

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

Serviceware Processes (helpLine)

General

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

Rating Summary

Likelihood to Recommend

Autotask PSA
8.3
Serviceware Processes (helpLine)
10.0

Likelihood to Renew

Autotask PSA
9.0
Serviceware Processes (helpLine)

Usability

Autotask PSA
9.0
Serviceware Processes (helpLine)

Support Rating

Autotask PSA
8.7
Serviceware Processes (helpLine)
9.0

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