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.

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Dan Gospe

Chief Operating Officer, and HIPAA Privacy Officer

dmi NetworkingInformation Technology and Services, 1-10 employees

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

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Cengiz Ucar

Freelance ERP Consultant

Cengiz UçarComputer Software, 1-10 employees

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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.

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Daniel J. Lewis

System Administrator

vdiscoveryManagement Consulting, 51-200 employees

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Ticketing is very fast & easy
Tracking time is fast

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Verified User

Employee in Information Technology

Information Technology and Services Company, 11-50 employees

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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.

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Verified User

Administrator in Information Technology

Printing Company, 201-500 employees

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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.

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Jessica Piper

Director IT Services

Northwest Nazarene UniversityHigher Education, 201-500 employees

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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.

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Daniel J. Lewis

System Administrator

vdiscoveryManagement Consulting, 51-200 employees

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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

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Daniel J. Lewis

System Administrator

vdiscoveryManagement Consulting, 51-200 employees

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No score

No answers yet

No answers on this topic

Support Rating

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.

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Ashley Beal

Senior Office Administrator

Harbour Technology ConsultingInformation Technology and Services, 1-10 employees

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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.

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Verified User

Director in Marketing

Marketing and Advertising Company, 11-50 employees

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Alternatives Considered

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.

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Ben Nichols

System Administrator

MCT SolutionsComputer & Network Security, 1-10 employees

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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.

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Verified User

Employee in Information Technology

Information Technology and Services Company, 11-50 employees

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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.

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Garry Adams

Director of Operations

iTech Las VegasInformation Technology and Services, 11-50 employees

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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.

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Cengiz Ucar

Freelance ERP Consultant

Cengiz UçarComputer Software, 1-10 employees

View all 4 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Autotask PSA Editions & Modules

—

Additional Pricing Details

—

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

per agent

Additional Pricing Details

—

Rating Summary

Autotask PSA

SherpaDesk

Autotask PSA

SherpaDesk

Autotask PSA

SherpaDesk

Autotask PSA

SherpaDesk

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 Rating

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