Autotask PSA is designed as a complete IT Business Management Platform for MSPs, now from Datto (resulting from the Autotask merger with Datto in 2017).
N/A
SherpaDesk
Score 8.4 out of 10
Mid-Size Companies (51-1,000 employees)
SherpaDesk is a help desk / ticketing platform with time tracking, invoice generation, and business intelligence capabilities.
$0
per agent
Pricing
Datto Autotask PSA
SherpaDesk
Editions & Modules
No answers on this topic
1st Tech Free
$0
per agent
Adventure Package
$39
per agent
Offerings
Pricing Offerings
Autotask PSA
SherpaDesk
Free Trial
No
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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More Pricing Information
Community Pulse
Datto Autotask PSA
SherpaDesk
Considered Both Products
Autotask PSA
No answer on this topic
SherpaDesk
Verified User
Employee
Chose SherpaDesk
When looking for solutions for our business, I personally looked at Aautotask. I am not the decision maker so I don't know what my boss looked at in full. Autotask seems good. It looked like it got a bit complicated and may be for very large enterprise customers. Just lots of …
Features
Datto Autotask PSA
SherpaDesk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Datto Autotask PSA
-
Ratings
SherpaDesk
8.5
3 Ratings
3% above category average
Organize and prioritize service tickets
00 Ratings
9.12 Ratings
Subscription-based notifications
00 Ratings
9.11 Ratings
ITSM collaboration and documentation
00 Ratings
6.82 Ratings
Ticket creation and submission
00 Ratings
8.93 Ratings
Ticket response
00 Ratings
8.93 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Datto Autotask PSA
-
Ratings
SherpaDesk
7.3
1 Ratings
9% below category average
External knowledge base
00 Ratings
5.51 Ratings
Internal knowledge base
00 Ratings
9.11 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
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.
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.
Datto Autotask PSA is a full featured product that can do almost anything you need. There is a significant learning curve to get started which requires several hours spent in product training. Additionally, several hours / days are needed to get clients imported, contracts configured, and integrations implemented. Once the setup and user training is complete, the product is very functional, but it's imperative to not get overwhelmed when starting out.
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.
When looking for solutions for our business, I personally looked at Aautotask. I am not the decision maker so I don't know what my boss looked at in full. Autotask seems good. It looked like it got a bit complicated and may be for very large enterprise customers. Just lots of features that we don't need.
As a single freelance consultant Sherpadesk has exceptional ROI because it's free but if my company had more support people I would definetly go with SherpaDesk again.