What users are saying about
77 Ratings
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Score 8 out of 100
10 Ratings
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Score 5.5 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

SolarWinds MSP Manager

It's a good company to grow with because as needs change there are more features available.
Tamara Ham | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Autotask PSA
7.6
SolarWinds MSP Manager
5.6
Organize and prioritize service tickets
Autotask PSA
9.1
SolarWinds MSP Manager
5.5
Expert directory
Autotask PSA
7.6
SolarWinds MSP Manager
3.5
Service restoration
Autotask PSA
5.6
SolarWinds MSP Manager
3.8
Self-service tools
Autotask PSA
7.3
SolarWinds MSP Manager
3.6
Subscription-based notifications
Autotask PSA
7.9
SolarWinds MSP Manager
8.1
ITSM collaboration and documentation
Autotask PSA
7.8
SolarWinds MSP Manager
7.5
ITSM reports and dashboards
Autotask PSA
8.0
SolarWinds MSP Manager
7.4

ITSM asset management

Autotask PSA
7.8
SolarWinds MSP Manager
5.6
Configuration mangement
Autotask PSA
7.8
SolarWinds MSP Manager
5.4
Asset management dashboard
Autotask PSA
8.0
SolarWinds MSP Manager
5.8
Policy and contract enforcement
Autotask PSA
7.6
SolarWinds MSP Manager

Change management

Autotask PSA
7.9
SolarWinds MSP Manager
3.0
Change requests repository
Autotask PSA
8.1
SolarWinds MSP Manager
Change calendar
Autotask PSA
7.6
SolarWinds MSP Manager
1.0
Service-level management
Autotask PSA
8.2
SolarWinds MSP Manager
5.1

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 | TrustRadius Reviewer

SolarWinds MSP Manager

  • Web Based
  • Automated Ticket creation
chris maddox | 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

SolarWinds MSP Manager

  • It is just simply too slow! The web interface requires patience, even when moving between tabs or menu choices. This is by far the biggest detracting element of MSP Manager.
  • Input customization -- I would like the settings pages to allow me to customize some input screens, especially the Ticket Entry window. The "Quick Ticket" entry is missing a few key items I want in a trouble ticket, and the full ticket entry window has numerous fields I never use or are always the same, and so it just takes more time and effort than is necessary.
  • Both the asset tracking and the knowledge base should be more robust and integrally tied into the RMM console, so that licenses, serial numbers, procedures, network data are quick and simple to access from either interface.
Les Klassen Hamm | 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

SolarWinds MSP Manager

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

SolarWinds MSP Manager

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

SolarWinds MSP Manager

SolarWinds MSP Manager 3.8
Based on 2 answers
They're good at resolving issues when they arise.
Tamara Ham | 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

SolarWinds MSP Manager

MSP Manager is a fully serviced paid option. Spiceworks is a free helpdesk. They both are very useful, but a company can just outgrow Spiceworks.
Anonymous | 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

SolarWinds MSP Manager

  • We have had to spend time and resources to create our own reports, as MSP Manager does not have them.
  • Searching for a ticket requires scrolling, wasting time
chris maddox | TrustRadius Reviewer

Pricing Details

Autotask PSA

General

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

SolarWinds MSP Manager

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
SolarWinds MSP Manager
4.7

Likelihood to Renew

Autotask PSA
9.0
SolarWinds MSP Manager

Usability

Autotask PSA
9.0
SolarWinds MSP Manager

Support Rating

Autotask PSA
8.7
SolarWinds MSP Manager
3.8

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