Autotask PSA is designed as a complete IT Business Management Platform for MSPs, now from Datto (resulting from the Autotask merger with Datto in 2017).
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Zoho Desk
Score 7.9 out of 10
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Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
After trialing and using Zoho Desk, we decided to move onto another product. Zoho has many features that make it a great product, but ease and intuitiveness of use was lacking for us.
Features
Datto Autotask PSA
Zoho Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Datto Autotask PSA
-
Ratings
Zoho Desk
8.4
5 Ratings
2% above category average
Organize and prioritize service tickets
00 Ratings
8.85 Ratings
Expert directory
00 Ratings
7.44 Ratings
Subscription-based notifications
00 Ratings
7.44 Ratings
ITSM collaboration and documentation
00 Ratings
10.01 Ratings
Ticket creation and submission
00 Ratings
8.65 Ratings
Ticket response
00 Ratings
8.65 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Datto Autotask PSA
-
Ratings
Zoho Desk
8.9
5 Ratings
11% above category average
External knowledge base
00 Ratings
8.95 Ratings
Internal knowledge base
00 Ratings
8.95 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
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.
Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy.
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.
The biggest drawback that I am facing while using the platform is that their ticketing system is not that great [in my opinion]. It does not give us the option to add sales tax and other charges in the invoices which leads to a big problem for us.
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.
I give [Zoho Desk] [an] overall usability score of 9. This is partly due to the search functionality needs improvement. There are several times where I am left unable to find a ticket and have to generate a new one. I am hoping in the future that they will make some changes!
As Zoho Support is based in a different timezone to ours it can be an issue that we cannot get an immediate response to an issue. But I will say that once their Support is in the office they are fairly good to respond. they have resolved almost all issues I have told them about, but Zoho have also made system changes and not communicated these beforehand which means we are faced with something new and cannot get support on this until their support team is in the office
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.
We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow customization by our internal dev team, to derive better value from the service where it natively didn't do what we needed it to. FreeAgent was okay for a while, but Zoho Desk has allowed a vast improvement in our service offering to end customers.
Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently.
By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems.
All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions.
