Datto Autotask PSA vs. WorkflowMax

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

WorkflowMax is very well suited for a business that wants to track time billed by project, to have an easy way to generate invoices for those projects, and to keep track of overall productivity and invoice status. I imagine it can also be adapted to different types of businesses that deal in goods rather than services and time. I am not sure for which scenarios or businesses the program is not appropriate.

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

• You can customize the notifications and this has helped us enormously to schedule dates that we overlooked. Also the templates are customizable which gives the company its own branding on its reports.
• It is integrated with the Xero platform which makes it very useful to streamline the processes of billing, accounts payable, accounts receivable, petty cash flow and all the accounting and administrative area.
• It also has a very complete mobile version, where we can be present and monitor the progress of projects in real time, no matter where we are.

Incentivized

• 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

• Currently the timesheet function allows staff to input time for overlapping periods which can cause some headaches when it comes to payroll and invoicing. We understand this is being addressed.
• The amount of flexibility in the product can create some challenges when setting up the jobs database at the onset. It is a daunting challenge but worthwhile when completed correctly and rolled out across the firm. Adding new jobs is much easier.
• No search function to find a specific job, you have to scroll through all jobs allocated to you.

Incentivized

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

Incentivized

Because we can't imagine being without it!

Incentivized

Datto Autotask PSA is a full featured product that can do almost anything you need. There is a significant learning curve to get started which requires several hours spent in product training. Additionally, several hours / days are needed to get clients imported, contracts configured, and integrations implemented. Once the setup and user training is complete, the product is very functional, but it's imperative to not get overwhelmed when starting out.

Incentivized

It's easy to use and provides me with instant online access to the management of my business whether I am at my desk or overseas

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 support team are excellent. The only downside is that you can't phone them!

Incentivized

Decide how to breakdown your ongoing jobs - are they monthly recurring or annual broken into chunks? What are you going to give clients i.e. how will your proposals and invoices look?

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

WorkflowMax is much much easier than Streamtime, much more affordable and easier to try out and see if it meets your needs. Streamtime is a great comprehensive product but we lost a year's subscription in investment because we couldn't get answers to the support questions we needed and they had a no refund policy!

Incentivized

• 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

• Max enables Loan Assistant to invoice very quickly and easily and integration with Xero for card payments brings our cashflow forward.
• Max enables the Loan Assistant team to manage their workflow in an efficient and productive way. The team all work from home. It is the centre of our Loan Assistant universe.

Incentivized