What users are saying about
73 Ratings
4 Ratings
73 Ratings
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Score 7.9 out of 100
4 Ratings
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Score 9 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 profile photo

SherpaDesk

[It's] well suited for cloud support applications as there's no installation or maintenance required.
Cengiz Ucar profile photo

Feature Rating Comparison

Incident and problem management

Autotask PSA
8.3
SherpaDesk
8.8
Organize and prioritize service tickets
Autotask PSA
9.7
SherpaDesk
8.0
Expert directory
Autotask PSA
8.0
SherpaDesk
Service restoration
Autotask PSA
7.2
SherpaDesk
Self-service tools
Autotask PSA
7.8
SherpaDesk
Subscription-based notifications
Autotask PSA
8.3
SherpaDesk
10.0
ITSM collaboration and documentation
Autotask PSA
8.7
SherpaDesk
6.8
ITSM reports and dashboards
Autotask PSA
8.5
SherpaDesk
Ticket creation and submission
Autotask PSA
SherpaDesk
9.0
Ticket response
Autotask PSA
SherpaDesk
10.0

ITSM asset management

Autotask PSA
8.0
SherpaDesk
Configuration mangement
Autotask PSA
8.1
SherpaDesk
Asset management dashboard
Autotask PSA
8.4
SherpaDesk
Policy and contract enforcement
Autotask PSA
7.4
SherpaDesk

Change management

Autotask PSA
8.2
SherpaDesk
Change requests repository
Autotask PSA
8.2
SherpaDesk
Change calendar
Autotask PSA
8.4
SherpaDesk
Service-level management
Autotask PSA
8.0
SherpaDesk

Self Help Community

Autotask PSA
SherpaDesk
8.0
External knowledge base
Autotask PSA
SherpaDesk
8.0
Internal knowledge base
Autotask PSA
SherpaDesk
8.0

Multi-Channel Help

Autotask PSA
SherpaDesk
8.7
Customer portal
Autotask PSA
SherpaDesk
9.1
Email support
Autotask PSA
SherpaDesk
8.0
Help Desk CRM integration
Autotask PSA
SherpaDesk
9.1

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 profile photo

SherpaDesk

  • Ticketing is very fast & easy
  • Tracking time is fast
No photo available

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.
No photo available

SherpaDesk

  • Its ability to switch between tickets, assets, etc., is a little clunky. A static menu bar would be helpful.
  • The ability to see the latest update in the ticket view.
Jessica Piper profile photo

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 profile photo

SherpaDesk

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 profile photo

SherpaDesk

No score
No answers yet
No answers on this topic

Support

Autotask PSA

Autotask PSA 9.0
Based on 3 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 profile photo

SherpaDesk

SherpaDesk 9.0
Based on 1 answer
I have not had to contact them very many times, but any instances I have, have been very positive. I like the personalized one-on-one nature of the help they provide to each of their customers. They pay attention to what your issue or issues are and help follow that through.
No photo available

Alternatives Considered

Autotask PSA

Autotask is more robust than simple ticketing systems. It provides better billing ability that many ticketing systems and works well with existing clients. The invoicing options provided are beneficial to the business and streamline the process. The ticketing system provides documentation needed to service clients today and tomorrow. Autotask is on the right path.
Kris Lambert profile photo

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 that we don't need.
No photo available

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 profile photo

SherpaDesk

  • 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.
Cengiz Ucar profile photo

Pricing Details

Autotask PSA

General

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

Autotask PSA Editions & Modules

Additional Pricing Details

SherpaDesk

General

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

SherpaDesk Editions & Modules

Edition
1st Tech Free$01
Adventure Package$391
  1. per agent
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Autotask PSA
8.2
SherpaDesk
9.0

Likelihood to Renew

Autotask PSA
9.0
SherpaDesk

Usability

Autotask PSA
9.0
SherpaDesk

Support

Autotask PSA
9.0
SherpaDesk
9.0

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