Datto Autotask PSA vs. TeamDynamix IT Service Management (ITSM)

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.

Incentivized

TeamDynamix is great for any organization that has established any kind of support group, whether it's in IT, project management, facilities, etc. This tool can also aid in tracking decision making with its change management abilities. The added knowledge base system is also a huge improvement to any company, as there is now a searchable database of information that use to only live in other people's minds. If you are willing to put the effort and work into the system, it can prove to be a very valuable addition to your toolbelt.

Incentivized

• 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.

Incentivized

• Integrates with external systems
• Allows for customized reports
• Provides tools to customize the product to meet your needs

• 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.

Incentivized

• Needs the ability to show ticket submitters who owns the ticket
• Needs dark mode
• Clicking on a ticket to manage opens a new window; can get lost with hundreds of open windows without knowing

Incentivized

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

Incentivized

The work flow is much better then other competitors

Incentivized

They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.

Incentivized

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.

Incentivized

Because it gives the total time and fetched taking after for laborers to
give the advantageous payrolls and alter the charge sheets with correct
information and friendly tool.

• 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.

Incentivized

• We have already been able to have insight into how many tickets for service requests we do in any particular time frame. We were surprised to find that we had as many as 300 tickets on our small support team in just a month's time.
• We can centrally locate all of our how-to documents and other information that usually lives just in the memories of our employees. We have hundreds of documents that will now not be spread over Teams, workstations, and document folders but will be centrally located and searchable for years to come.

Incentivized