Autotask PSA
Datto Autotask PSA
Overview
Recent Reviews
Reviewer Sentiment
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Awards

Popular Features
View all 13 featuresService-level management (24)
8.5
85%
Change requests repository (22)
8.5
85%
Expert directory (21)
8.0
80%
Organize and prioritize service tickets (27)
7.3
73%
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Pricing
View all pricingEntry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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Features Scorecard
Incident and problem management
8.1
81%
ITSM asset management
7.6
76%
Change management
8.2
82%
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 Competitors
Autotask PSA Technical Details
Deployment Types | SaaS |
---|---|
Operating Systems | Unspecified |
Mobile Application | No |
Comparisons
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Frequently Asked Questions
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).
What are Autotask PSA's top competitors?
Promys Enterprise PSA, ConnectWise Manage, and ServiceNow IT Service Management are common alternatives for Autotask PSA.
What is Autotask PSA's best feature?
Reviewers rate ITSM reports and dashboards and Policy and contract enforcement highest, with a score of 8.7.
Who uses Autotask PSA?
The most common users of Autotask PSA are from Small Businesses (1-50 employees) and the Information Technology & Services industry.
Reviews and Ratings
(111)
Reviews
(1-25 of 27)- Popular Filters
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May 04, 2022
My experience with Datto Autotask PSA
It keeps track of time spent on tickets, keeps track of the tickets themselves, and serves as a repository of 'how we fixed it the last time.' It's very robust in how it can be configured and it can interface with LogicMonitor. Widgets are highly configurable and can bring a wealth of information to you at a glance (i.e. types of tickets open, how many are overdue or due, what status they are in etc.).
- Keeps track of IT tickets (though it could be anything, not necessarily IT)
- Keeps track of timesheets.
- It's easy to use once you get the hang of it, which doesn't take long.
- For my use case, it does the job perfectly.
We use Datto to manage, maintain and monitor over 150 workstations in a windows based environment. We also have Macs in the company which benefit from having Datto RMM installed on them. We can easily support and distribute patches across our devices. We use Autotask as our ticketing platform where we can track and monitor issues as they arise. It also allows us to monitor trends and spikes as they happen. We have custom-built dashboards within the platform to manage metrics.
- Autotask allows us to monitor user issues.
- Autotask allows us to be held responsible for out SLAs.
- Autotask allows us to drive out staff in a result driven environment.
- Datto RMM allows us to support our infrastructure.
- Datto RMM allows us to keep our devices up to date easily.
- It takes too long to create simple tickets.
- It doesn't integrate with outlook for calendars easily, it can be done though, but could be improved.
- The mobile app is not very good, it could be better.
March 24, 2022
Datto is Great for MSPs
I had already been familiar with Datto before they acquired Autotask so I trusted that they would take AutoTask in a good direction. I have been very impressed with this software. As the owner of an MSP, this is essential to have for my clients. It ensures security for their infrastructure. I especially appreciate the high level of customer service for Datto. They are willing to help with the onboarding process and walk you through getting used to how their software works. I highly recommend it.
- Onboarding.
- Customer Service.
- Support.
- Sales.
- Website.
- Pricing.
We use Datto AutoTask as our main support ticketing system as well as our solution to track billable and non-billable time to jobs. We also use it to schedule recurring activities that need to take place daily, weekly, monthly, quarterly, or annually. The customizable dashboards allow me to keep a handle on workload.
- Automation possible based on different ticket types.
- Knowledge base.
- Integration with Datto RMM exists, but is poor.
- Knowledge base has limited formatting options and is hard to navigate.
- Knowledge base looks pretty ugly in my opinion.
- You need to manually check off an option whether or not you want to include the customer on a notification or communication. This information is NOT displayed after you do it so you have no way of knowing if a customer was notified.
- Automation is cumbersome and overly complicated.
- I think that the setup and configuration are cumbersome and overly complicated. There are far simpler products that can do 95% of what this can without the level of effort.
March 23, 2022
Autotask Tickets
Every day we receive service request from clients or we used to report work in different clients. We enter information on tasks done to solve the issue reported by the different clients we serve. To report cases, work done, etc, it's very helpful and let you to control the hours used again the hours assigned. You can insert your tasks without problem, and multiple consultant can work in the same ticket (issue, report or work done). Automatically can email to the responsible of the ticket or the client whom open the ticket. The tickets can be included in a database knowledge for future reference. I tried to used to control projects, human resource and their efforts during the project, but the times I have tried, it is not so friendly. The report capability I think they are not friendly and limited. In the other hand, the supervisors can check the work done by the consultants, according to the roles assigned. The query for tickets can be tricky sometimes, and it opens a lot of windows, depending on what are you consulting or updating in the application. Most of my consultants only get into Autotask to enter information about the tickets. I have to do a little more, but I supose my boss, who has a more strong role using the app can do much more.
- Creating Tickets for client issues
- Sending emails notifying people involve
- Updating tickets it is usually fast
- Your tickets solves and completed can be part of your solution knowledge
- Don't like very much UX
- Querying tickets get tricky
- Project management could be complicated
March 22, 2022
Datto is the BEST!
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 easier to record. Customer service is a big deal to us and it's extremely important that we do what we promise with our IT Help Desk.
- Integration
- They have an app.
- Centralizes our operations.
- The interface could be better.
- Would be nice to have a button where you could hover the mouse over to expand the ticket instead of opening it entirely.
- Time consuming to add resources.
January 28, 2022
Ideal for all MSPs
Datto Autotask PSA has been a great centralised tool to manage support tickets, quotes, customer relationship data and timesheets. The integrations with Xero make our accounts team very happy and ensures that we aren't jumping between a help desk, an invoice/quote system, normal emails and other tools. The built in internal and external knowledgebase is also great.
- Centralised platform that manages all MSP items.
- Integrations and workflow rules.
- HTML editor from service desk (eg: unable to bold/underline/change colour of lines in responses to tickets).
- UI could do with a little improvements (lots and lots of pop ups).
April 29, 2021
Autotask Review
We use Autotask to track tickets, contracts, invoices, billing info, create opportunities, and create reports for our customers. It basically allows us to do almost everything we need for our business.
- It creates reports well for our customers.
- Makes quoting and invoicing very easy and manageable.
- Transferring invoices to QuickBooks can be a little slow sometimes.
October 16, 2019
My Autotask Review
We use it for ticket tracking and assigning, and we also use the EPM tool for managing devices.
- The ability to create multiple groups to assign tickets to.
- Being able to properly categorize and note tickets.
- Being able to create and utilize SLA's.
- It could use easier ways to make the email address used for sending tickets.
April 16, 2019
Autotask, the best ticketing App ever!
Autotask is used for submitting either internal tickets by the employees internally, or external tickets by our clients, these tickets may be maintenance tickets that need to be resolved, or new needs which will be converted to projected phases and specific tasks to be implemented by the project's team.
Autotask is being used by the customer service, quality, accounting, and software development departments.
Autotask helps us maintain our products by solving clients' problems, managing, monitoring, and controlling projects.
Autotask is being used by the customer service, quality, accounting, and software development departments.
Autotask helps us maintain our products by solving clients' problems, managing, monitoring, and controlling projects.
- Shows all the communication within the tickets very clearly, even if it holds a huge amount of information.
- Manages projects effectively by dividing the project into phases, each phase into multiple milestones, and each milestone in multiple tasks. And for each task, you can assign all its related attributes like the resources, estimated hours, duration, start date, end date, and so on.
- It has very professional customizable dashboards that show the progress, status, and even trends of everything.
- It supports notifying internal and external stakeholders for each note added on a project or ticket.
- Supports Gantt charts for project management.
- Filter tickets for notes for a specific user.
- Creating reports needs enough training to be able to create a professional one.
March 13, 2019
Great Ticketing System
Currently we are using Autotask as for our ticketing/incident system, tracking time, and project management. Currently the organization as whole uses Autotask for submitting support tickets, and our technology team uses the product for tracking our time & PM. It allows us to easily receive, assign, and work support tickets as they arrive throughout the day. As well as allows the PM team to schedule tasks and such during projects.
- AutoTask allows for us to receive and work support tickets very easily. We've setup various 'Issue Types' that in turn are bound to SLAs ensuring that items are worked appropriately as they are received.
- The automation that AutoTask allows for with regards to various emails/requests coming through has been great. It allows for us to not have to constantly "watch the queue" as when a critical item arrives the appropriate persons are notified and can work it.
- I feel that the management of AutoTask for both user setup, and various automations is done well. We're able to copy settings as needed, and create templates for multiple items.
- 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.
March 11, 2019
Great MSP business tool to keep you on track!
We use Autotask across the whole organization. It is our main system that ties everything together. CRM, accounting, time tracking, ticketing, and procurement; it helps us stay on track with all areas of the business.
- It is a very good ticketing system that tracks tickets and employee time entries on tickets with ease.
- It handles quoting products and services very well.
- Ticket contracts for invoicing works well.
- The knowledge base could be better and have more functionality.
- Customization is very limited. It would be better if you had a little more control over certain items.
- It needs better sales order automation.
February 15, 2019
Autotask is a robust ticketing system.
Autotask is used to track IT issues while providing documentation options, while also including billable time functions. This allows for billing integration and client management as contact's tickets are easily workable and trackable. The ability to assign a ticket to a company instead of a contact helps to manage a company regardless of contacts.
- Associating billing data to tickets streamlines the invoicing process.
- The ability to assign tickets to accounts instead of individuals helps to ensure easy task tracking.
- The ability to easily separate assignments by geographical sections.
- Wildcard abilities for Account Name searching when integrating.
- The UI is not visually friendly and requires training to navigate without difficulty.
August 17, 2018
Autotask is automation perfected.
Autotask has been implemented throughout our entire organization from Procurement to Service desk and through to Admin and HR.
Having a single platform to track all tasks throughout our organization has been invaluable in reducing turn-around times for both client communication and on-boarding improving client relations from day one.
Autotask has also been implemented for internal use for new employee on-boarding allowing us to make sure that everything is set up for the employee to hit the ground running.
Having a single platform to track all tasks throughout our organization has been invaluable in reducing turn-around times for both client communication and on-boarding improving client relations from day one.
Autotask has also been implemented for internal use for new employee on-boarding allowing us to make sure that everything is set up for the employee to hit the ground running.
- With a recent update, Autotask introduced ticket checklists which greatly reduced errors with support, it has also reduced the number of unnecessary ticket transfers as a ticket cannot be transferred unless all the checklist items have been completed.
- Autotask has an excellent reporting system built in with automated sending and customisability
- Autotask allows for automated client communications with a wealth of customizable templates.
- Autosk has excellent integration options with a number of third-party applications.
- Ease of use can be improved as the admin section can be daunting to a first time user.
- Setting up custom reports or client comms templated can be a time-consuming process.
- The Autotask Knowledgebase can use some improvement.
May 03, 2018
Their CRM is a one-stop shop for management of many clients. Their AEM is unmatched as an RMM tool.
We use Autotask as our CRM, to track our clients and their support tickets, and to create/monitor contracts that we have. We also use their Endpoint Management software. All of us use Autotask here. The tech team uses it to add their time entries so that proper billing occurs after calls. I use it for the above, as well as for creating contracts and running reports. Finally, the bookkeeper uses it as well to invoice our clients.
- Integrates well with RMM tools
- A wealth of reports are available, or you can create your own
- You can set up your users with individualized access rights to your company's data
- The support team is awesome
- Custom reports can be a bit confusing to set up
- Their inside sales team reaches out a bit too often
March 03, 2017
Easy to use, easy to manage, easy to teach!
AutoTask is used across the whole organization. It was used to keep track of client contact for sales efforts, also used by our purchasing and billing departments to charge clients for services, as well as a place for customers to submit requests for help, assistance, troubleshooting, etc. I can't think of anyone in the company that does not use AutoTask daily.
- Has a great end user portal for clients to log in and submit/view their support tickets for updates and status.
- Has great integration with third party add ons to provide additional functionality.
- Is web based and super reliable. No maintenance or teams to manage the product are needed!
- It would be great if more options for dashboard widgets existed.
March 03, 2017
Autotask for the win!
We used autotask for billing, project management of our web design department and our IT support staff. The nice part is everything is in one platform rather than multiple which makes life much easier. The support staff was always super kind if I needed help with something. The interface was also super easy to learn which made it easy to train new people.
- Billing on work completed
- Organization
- Business contact management
- Number of clicks to do something
- Invoicing
- Reporting
February 28, 2017
Autotask at work
Autotask is being used across our company. We use it as a way to store all of our files in one place and it allows any team member to access any file. It also allows us to access things remotely, even if we are not at our own computer.
- Allows remote access of files.
- Shows you when things are syncing/have synced.
- Allows collaboration between members.
- Would like to be able to work on files simultaneously.
- Web interface could be more intuitive. Have to click a lot of buttons to do simple tasks.
February 27, 2017
Autotask Review
Autotask is being used organization-wide. We use it for time tracking, ticketing, a knowledge base, some CRM and billing. We do not use it for projects or quoting.
- Ticketing/time entry is very efficient and easy.
- Contracts/billing are easy to use as long as you are selling contracts that can conform to the options for contracts within Autotask.
- Easy to keep up with employee timesheets and PTO.
- I tried the Projects about 3 years ago, and I didn't like it at all. It was not as efficient as we wanted it to be, and it limited me as to how many lines per project I could import. We decided to use another product.
- Workflow rules could use some further development with available criteria to edit/change, such as client name.
- Quoting.
February 27, 2017
Professional services automation with Autotask
Autotask is used by every member of our organization from the service department, to order procurement and inventory, to accounting and administration. It is the most integral piece of software there is for running our business. Autotask allows us to track and bill for technician time, parts, software licensing, and other costs. It tracks our service contracts and shows us profitability.
- Time tracking
- Ticket handling
- Service contracts
- Inventory
- PTO accrual and tracking
- Live reports
We use Autotask across our entire organization, as well as require our clients to use Autotask to submit their work requests. This work management tool provides us a way to link our active contracts and employee time to the work requests to ensure we get paid for the work we do.
- Simple web based interface for a variety of users, which makes it easier for our clients to use.
- Variety of canned reporting.
- Service Desk users have many options for organizing and documenting their workload.
- Live reports are difficult to create and use.
- Creating new projects and adding resources is time consuming, even with templates.
- Would like to see one URL for time sheets and the client access portal.
March 25, 2016
AT use by a everyday Help Desk Engineer
AutoTask [AT] is being used by all employees of the company. I personally create the tabs needed for different departments or specific to a position. The flexibility to create widgets needed is great, though I feel more options should be made available. The new AT and dashboards have been great for productivity and to assist me with the QA portion of my responsibilities.
- Increases productivity and ticket management by help desk engineers
- It greatly helps with the QA portion of my job due to new dashboards and ability to create widgets
- Timesheets are better manageable
- Different layouts for widgets
- Widget refresh after "max" data has been reached - set as "last 30 days" or more
- More SLA options
March 25, 2016
AutoTask Review @ Tabush Group
AutoTask is used by almost our entire office. The technicians use it to create support tickets, store information of client networks, and to track the time worked. The executive part of the office uses AutoTask to bill our clients for the time the technician put in for working on the issue at hand.
- The search feature is very convenient. I like how you can search by client, ticket, asset, contact name, etc.
- I like the interface of AutoTask. It's clean and easy to navigate through for users to find what they need.
- These are strengths of AutoTask because when a company looks for a product similar to this they want something that is easy for them to use, and not going to have to call support at any time.
- When entering time, sometimes you won't be able to enter the time and have to refresh the page, when you do so you lose the time you had running.
- When creating a ticket it always asks you "do you want to close this window?" Obviously I do if i just created the ticket. Please remove that.
- Asset's should have more options and even an option to type in the Asset Type by yourself.
March 22, 2016
Tasks Automatized!
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.
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.
March 22, 2016
Review from an Engineer
It is being used as a ticketing system and is plugged into alerting systems to resolve issues. We use this to help manage escalation processes between departments as well as to manage projects within the organization. It also works for us to manage time and bill clients based on these tickets and tasks.
- Easily create workflow
- Help create tracking for tickets and tasks to monitor performance
- Allows you to manage your time appropriately
- Site is inconsistently slow
- At times cannot place time entries
- Outage response time when issues arise isn't always the greatest