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Autotask PSA

Autotask PSA

Overview

What is Autotask PSA?

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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Recent Reviews

TrustRadius Insights

Datto Autotask PSA has proven to be a versatile and indispensable tool for organizations across various industries. Users have widely …
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Datto is the BEST!

7 out of 10
March 22, 2022
Incentivized
We are always looking for ways for our techs to hit their SLA and a program that will allow us to track and ticket makes things so much …
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Great Ticketing System

7 out of 10
March 13, 2019
Incentivized
Currently we are using Autotask as for our ticketing/incident system, tracking time, and project management. Currently the organization as …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

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Pricing

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What is Autotask PSA?

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).

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Details

What is Autotask PSA?

Datto Autotask PSA is designed to make the business of delivering IT easier, more efficient and gives the user instant access to the analytics needed to take MSP operations to the next level.

Streamlining service delivery workflows for 9,000+ IT solution providers worldwide.

Autotask PSA Integrations

Autotask PSA Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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).

Promys Enterprise PSA, ConnectWise PSA, and ServiceNow IT Service Management are common alternatives for Autotask PSA.

Reviewers rate Support Rating highest, with a score of 8.4.

The most common users of Autotask PSA are from Small Businesses (1-50 employees).
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Comparisons

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Reviews and Ratings

(134)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Datto Autotask PSA has proven to be a versatile and indispensable tool for organizations across various industries. Users have widely praised its ability to serve as a centralized solution for managing client support tickets, contracts, invoices, and general information. The software's real-time graphical interface enables efficient tracking of ticket status and duration, which aids in generating accurate end-of-month reports. Autotask has also been commended for its customizable dashboards, which facilitate workload management and provide valuable insights into metrics and project progress. By integrating with other platforms like Xero, Autotask streamlines processes for the accounts team and ensures seamless coordination between different departments. Overall, Autotask has successfully addressed the needs of MSPs, empowered technicians to track time and client network information, and improved overall efficiency by automating workflows and consolidating essential functions within a single platform.

Attribute Ratings

Reviews

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
March 22, 2016

Tasks Automatized!

Daniel J. Lewis | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
The company I worked with was an MSP, we used Autotask to assist with managing client requests. Whether it's from a support side, consulting, projects or general information utilizing Autotask is one of the better programs that I've used in the past.

I'm not going to outline other products unless asked, however one key feature which was most beneficial from a management perspective was the real time graphical interface to see who worked on what ticket and the last time it was addressed including how long it was open for. This was extremely helpful for reports come end of the month.
  • 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 documentation or "Notes" needs work. I have been exporting other options for an internal database of passwords, IP's, etc however this information can be a hassle to obtain with the current layout.
  • Searching is a huge utility in this industry, I'd like to be able to open a company "notes" or page and search for a specific server, account number, IP, etc however this is lacking which in turn takes time to drill down the listed categories.
Autotask is a great program for overall time management for anyone in an organization. It helps to determine where most of your time is spent, also for accounting and account management when reviewing client contracts. It's also extremely beneficial to keep requests/tickets on your radar, it's very easy on a day to day basics to have things fall through the cracks. Once a request is generated it must be followed through and closed with specific details. This ensures who worked on it last, what was completed and client confirmation.
  • Autotask is extremely efficient on tacking hours spent on a service request. This helps determine if a client is profitable.
  • With the dashboard, management can review who is working on what service request and for how long. This helps determine if a service request has to be escalated sooner rather then later to efficiently resolve the client request.
  • Helps to isolate recurring issue and work with the Technology Consultants to determine a stable solution for the future. This in-turn cuts downtime for the client and less time troubleshooting known issues.
ConnectWise would be a close second however the overall functionality hasn't been great in the past, I've learned they've implemented a more robust web interface however the client was not stable. Autotask is easy to manage from service requests, reporting and time management.
50
Technicians, Account Managers, Projects Team, Team Leads, VIP's.
4
General network knowledge, able to support databases and a clear understanding how you'd like the software to work within your organization.
  • Tracking service request
  • Time managment
  • Asset Managment
  • Providing detailed updates to the client as needed
  • I'd say the note sections to outline "hot items" with specific clients
  • If documentation/notes was improved we'd utilize it more often and more efficiently.
  • Searching!
After using multiple products on the market, Autotask was intuitive and easy to manage.
Yes
General emails is how we managed items. Oh!, I forgot to add I did use Track-It a while back but Autotask is much better.
  • Product Features
  • Product Usability
  • Product Reputation
  • Analyst Reports
Reports.
I'll review the most recently updated software I've used however that could be an overhaul to the current environment.
Due to the cloud based technology our downtime is significantly less then other software based programs.
  • Reporting, entering time, updating the client
  • Integration with Outlook.
  • Notes
  • Tasks
Yes, but I don't use it
The work flow is much better then other competitors.
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