Likelihood to Recommend 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.
Read full review If your organization has more than 50 computers and you have a dedicated IT Staff to manage the software then Symantec Asset Management Suite would be a great fit for your organization. The IT Staff can customize and configure the software and console to fit your organization's direct needs. It will speed up software installations and help to keep your computers running smoothly by applying patches and other necessary software updates in a timely manner. It will also help you manage your asset inventory so you know exactly where each computer is located, its IP address, and the users logging into the machine. If your organization is small and only has around 20 computer users then I would not recommend investing in the Symantec Asset Management Suite. Managing 20 computers is a task that is pretty easy to manage even if you do not have a dedicated IT Staff within your organization.
Read full review 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 Asset tracking - Very important in a business Reports - Keep track of what programs are installed, who has which computer, etc. Read full review Cons The GUI is a little dated. Some integrations are limited for not being a Datto product. While not as complex to set up as Connectwise, it definitely requires some serious thought during the initial setup. Email processing could offer more options for parsing keywords and allow for more automation. The mobile app is just not worth using in my experience. Read full review Ability to tie into and be supported by RHEL, CentOS, and any other Unix based OS. I know that they could tie into some different systems, but weren't truly supported. Altiris was how we deployed to multiple computers all at once, Altiris Agent sometimes stops, and can be an issue to have it update in the Console. Read full review Likelihood to Renew After using multiple products on the market, Autotask was intuitive and easy to manage.
Read full review Usability The work flow is much better then other competitors
Read full review Support Rating 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 Alternatives Considered 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.
Dan Gospe Chief Operating Officer, and HIPAA Privacy Officer
Read full review We compared a lot of products Pulseway, Asset Panda, GoCodes, Service Now, BMC TrackIT, Sysaid, Landesk. After checking all these, found Symantec is the only one which fulfills all my organization's requirements. Glad to find a great choice by doing a proper survey. I would suggest others to go for this too.
Read full review Return on Investment We were able to identify the profitability of our entire client base. We identified a loss of over 1 million dollars for time unbilled consultancy fees using metrics derived from Autotask. Autotask helped us serve our client base in a professional manner, it's like having an entire department at your finger tips. Autotask is the heartbeat of our operation. Read full review Increased productivity by PC Support Faster compliance in a zero day situation Reporting and visibility that lead to tangible action Implementation can be cumbersome and technical support may be required. Read full review ScreenShots