Autotask PSA vs SherpaDesk

Likelihood to Recommend

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.

Read full review

Dan Gospe

Chief Operating Officer, and HIPAA Privacy Officer

dmi NetworkingInformation Technology and Services, 1-10 employees

View all 20 answers on this topic

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

Read full review

Cengiz Ucar

Freelance ERP Consultant

Cengiz UçarComputer Software, 1-10 employees

View all 4 answers on this topic

Feature Rating Comparison

Autotask PSA

SherpaDesk

Organize and prioritize service tickets

Expert directory

Service restoration

Self-service tools

Subscription-based notifications

ITSM collaboration and documentation

ITSM reports and dashboards

Ticket creation and submission

Ticket response

Autotask PSA

SherpaDesk

Configuration mangement

Asset management dashboard

Policy and contract enforcement

Autotask PSA

SherpaDesk

Change requests repository

Change calendar

Service-level management

Autotask PSA

SherpaDesk

External knowledge base

Internal knowledge base

Autotask PSA

SherpaDesk

Customer portal

Email support

Help Desk CRM integration

Pros

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.

Read full review

Daniel J. Lewis

System Administrator

vdiscoveryManagement Consulting, 51-200 employees

View all 20 answers on this topic

Ticketing is very fast & easy
Tracking time is fast

Read full review

Verified User

Employee in Information Technology

Information Technology and Services Company, 11-50 employees

View all 4 answers on this topic

Cons

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.

Read full review

Verified User

Administrator in Information Technology

Printing Company, 201-500 employees

View all 20 answers on this topic

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.

Read full review

Jessica Piper

Director IT Services

Northwest Nazarene UniversityHigher Education, 201-500 employees

View all 4 answers on this topic

Likelihood to Renew

Autotask PSA 9.0

Based on 1 answer

After using multiple products on the market, Autotask was intuitive and easy to manage.

Read full review

Daniel J. Lewis

System Administrator

vdiscoveryManagement Consulting, 51-200 employees

View all 1 answers on this topic

No score

No answers yet

No answers on this topic

Usability

Autotask PSA 9.0

Based on 1 answer

The work flow is much better then other competitors

Read full review

Daniel J. Lewis

System Administrator

vdiscoveryManagement Consulting, 51-200 employees

View all 1 answers on this topic

No score

No answers yet

No answers on this topic

Support

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.

Read full review

Ashley Beal

Senior Office Administrator

Harbour Technology ConsultingInformation Technology and Services, 1-10 employees

View all 3 answers on this topic

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.

Read full review

Verified User

Director in Marketing

Marketing and Advertising Company, 11-50 employees

View all 1 answers on this topic

Alternatives Considered

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.

Read full review

Kris Lambert

Integration Specialist

AnswerForceTelecommunications, 501-1000 employees

View all 20 answers on this topic

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.

Read full review

Verified User

Employee in Information Technology

Information Technology and Services Company, 11-50 employees

View all 4 answers on this topic

Return on Investment

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.

Read full review

Garry Adams

Director of Operations

iTech Las VegasInformation Technology and Services, 11-50 employees

View all 20 answers on this topic

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.

Read full review

Cengiz Ucar

Freelance ERP Consultant

Cengiz UçarComputer Software, 1-10 employees

View all 4 answers on this topic

1st Tech Free	$0¹
Adventure Package	$39¹

Likelihood to Recommend

Autotask PSA

SherpaDesk

Feature Rating Comparison

Organize and prioritize service tickets

Expert directory

Service restoration

Self-service tools

Subscription-based notifications

ITSM collaboration and documentation

ITSM reports and dashboards

Ticket creation and submission

Ticket response

Configuration mangement

Asset management dashboard

Policy and contract enforcement

Change requests repository

Change calendar

Service-level management

External knowledge base

Internal knowledge base

Customer portal

Email support

Help Desk CRM integration

Pros

Autotask PSA

SherpaDesk

Cons

Autotask PSA

SherpaDesk

Likelihood to Renew

Autotask PSA

SherpaDesk

Usability

Autotask PSA

SherpaDesk

Support

Autotask PSA

SherpaDesk

Alternatives Considered

Autotask PSA

SherpaDesk

Return on Investment

Autotask PSA

SherpaDesk

Screenshots

Autotask PSA

SherpaDesk

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Autotask PSA Editions & Modules

Additional Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

SherpaDesk Editions & Modules

Edition

Additional Pricing Details

Rating Summary

Add comparison