What users are saying about
77 Ratings
50 Ratings
77 Ratings
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Score 8 out of 100
50 Ratings
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Score 8.3 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

Zoho Desk

Zoho Desk is excellent if you have other software to support billing. It is terrific for internal work and harder if you have projects. If you’re looking for a basic ticketing system without diving deeper like other robust ticketing systems, then Zoho Desk is right for you. There isn’t a huge learning curve with Zoho Desk, either.
Leonard Johnson | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Autotask PSA
7.6
Zoho Desk
10.0
Organize and prioritize service tickets
Autotask PSA
9.1
Zoho Desk
10.0
Expert directory
Autotask PSA
7.6
Zoho Desk
10.0
Service restoration
Autotask PSA
5.6
Zoho Desk
Self-service tools
Autotask PSA
7.3
Zoho Desk
Subscription-based notifications
Autotask PSA
7.9
Zoho Desk
10.0
ITSM collaboration and documentation
Autotask PSA
7.8
Zoho Desk
10.0
ITSM reports and dashboards
Autotask PSA
8.0
Zoho Desk
Ticket creation and submission
Autotask PSA
Zoho Desk
10.0
Ticket response
Autotask PSA
Zoho Desk
10.0

ITSM asset management

Autotask PSA
7.8
Zoho Desk
Configuration mangement
Autotask PSA
7.8
Zoho Desk
Asset management dashboard
Autotask PSA
8.0
Zoho Desk
Policy and contract enforcement
Autotask PSA
7.6
Zoho Desk

Change management

Autotask PSA
7.9
Zoho Desk
Change requests repository
Autotask PSA
8.1
Zoho Desk
Change calendar
Autotask PSA
7.6
Zoho Desk
Service-level management
Autotask PSA
8.2
Zoho Desk

Self Help Community

Autotask PSA
Zoho Desk
10.0
External knowledge base
Autotask PSA
Zoho Desk
10.0
Internal knowledge base
Autotask PSA
Zoho Desk
10.0

Multi-Channel Help

Autotask PSA
Zoho Desk
10.0
Customer portal
Autotask PSA
Zoho Desk
10.0
Email support
Autotask PSA
Zoho Desk
10.0
Help Desk CRM integration
Autotask PSA
Zoho Desk
10.0

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

Zoho Desk

  • Give a basic ticketing platform to resolve queries received through the platform, email, or embedded forms.
  • User-friendly dashboard, which shows all the tickets' statuses.
  • We can embed support form in our websites to get queries.
  • Zoho Desk also supports a basic knowledge-base, which helps us to create FAQs.
  • Connecting with a social network like Facebook.
Anonymous | 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

Zoho Desk

  • Integration with email is not the smoothest
  • Escalation rules take into account weekends but not holidays
  • Reports can be a bit confusing
Anonymous | 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

Zoho Desk

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

Zoho Desk

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

Zoho Desk

No score
No answers yet
No answers on this topic

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

Zoho Desk

Zoho Desk comes at a better price, and it offers integration with other Zoho applications so you can keep your information in a single place. Their support is good and will guide you through many things. Also their API is similar to other Zoho platforms, so employees can already be familiar with the technology
Their mobile app lets you work from any place and be informed about organization's tasks and communications.
Miguel Useche | 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

Zoho Desk

  • Lost customer messages; need to exchange with the customer by a different way.
  • Migration from our previous tool was never achieved, losing some bits of information.
Julien Bras | TrustRadius Reviewer

Screenshots

Autotask PSA

Pricing Details

Autotask PSA

General

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

Autotask PSA Editions & Modules

Additional Pricing Details

Zoho Desk

General

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

Zoho Desk Editions & Modules

Edition
Free$0
Professional$122
Enterprise$252
  1. per user
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Autotask PSA
8.3
Zoho Desk
7.1

Likelihood to Renew

Autotask PSA
9.0
Zoho Desk

Usability

Autotask PSA
9.0
Zoho Desk

Support Rating

Autotask PSA
8.7
Zoho Desk

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