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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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Learn from top reviewers

An all in one system that requires full adoption

Rating: 8 out of 10
December 6, 2022
IncentivizedVetted ReviewVerified User
Our team used Datto Autotask PSA for multiple business needs however our main utilization came through helpdesk ticket tracking and billing. The tool overall was a giant all i...
Continue reading
Verified user
Employee
Datto Autotask PSA1 year of experience

Autotask transformed how I manage my MSP.

Rating: 8 out of 10
July 20, 2022
IncentivizedVetted ReviewVerified User
We use Autotask as one of our primary business tools for tickets, time, expenses, contracts, and invoicing. It includes automation workflows we utilize to ensure tickets are a...
Continue reading
Jeff Williamson
Engineer - Information Technology
Owner
Elixis Technology
Datto Autotask PSA3 years of experience

Datto is Great for MSPs

Rating: 10 out of 10
March 24, 2022
IncentivizedVetted ReviewVerified User
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 softw...
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Jason Miller
Professional - Social Media
Owner
Access Technology
Datto Autotask PSA4 years of experience

A complicated mess, but at least you signed a 3 year agreement to use it.

Rating: 2 out of 10
March 24, 2022
IncentivizedVetted ReviewVerified User
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 activi...
Continue reading
Howard Rabb
C-Level Executive - Corporate
President
256 Solutions
Datto Autotask PSA1 year of experience

Ideal for all MSPs

Rating: 9 out of 10
January 28, 2022
IncentivizedVetted ReviewVerified User
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...
Continue reading
Ben Nichols
Team Lead - Information Technology
System Administrator
MCT Solutions
Datto Autotask PSA2 years of experience
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Pricing

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Autotask PSA

Autotask PSA

N/A
Unavailable

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

Would you like us to let the vendor know that you want pricing?

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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 Competitors

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 From Top Reviewers

View all reviews
(1-5 of 29)

An all in one system that requires full adoption

Rating: 8 out of 10
Incentivized
December 06, 2022
Verified User
Employee in Information Technology
Information Technology & Services Company, 11-50 employees
Vetted Review
Verified User
Datto Autotask PSA
1 year of experience
Use Cases and Deployment Scope
Our team used Datto Autotask PSA for multiple business needs however our main utilization came through helpdesk ticket tracking and billing. The tool overall was a giant all in one solution to allow a MSP to have their entire operation located within the PSA. In my opinion the ability for it to be all in one is both its greatest selling point and its largest shortcoming.
Pros
  • All in one solution
  • Ticketing
  • Billing automation
Cons
  • integration with other non - datto solutions
  • Billing and accounting
  • Inventory management
Likelihood to Recommend
Datto Autotask PSA really shines when your entire operation is utilizing it. There is the option to do all accounting, inventory management, billing, Marketing, CRM, Support and others I am probably forgetting all in one place and each portion of your business knows what is happening at any point in the lifecycle of a client. Where we stuggled with getting the full value out of the solution is when portions of our business did not adopt Datto Autotask PSA which really limited the usefulness of the application as a whole.

Autotask transformed how I manage my MSP.

Rating: 8 out of 10
Incentivized
July 20, 2022
JW
Jeff Williamson
Owner
Elixis Technology (Information Technology & Services, 1-10 employees)
Vetted Review
Verified User
Datto Autotask PSA
3 years of experience
Use Cases and Deployment Scope
We use Autotask as one of our primary business tools for tickets, time, expenses, contracts, and invoicing. It includes automation workflows we utilize to ensure tickets are attended to according to our standards and closed when the end user becomes non-responsive. All of our contact info is stored here, too, then propagated across our other platforms.
Pros
  • Ticket Automation.
  • Integrates with other platforms.
  • Invoicing including an expense or time approval process.
  • Speed forms autofill common fields to fit your need.
Cons
  • 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.
Likelihood to Recommend
It is great for a professional service business and even better for IT-specific and MSP needs. It comes with quite a few of the standard settings and terminology specific for IT support and management to fast forward implementation. Any industry outside of that will have to start from a blank slate and would probably find a better fit with a different general-focused product.

A complicated mess, but at least you signed a 3 year agreement to use it.

Rating: 2 out of 10
Incentivized
March 24, 2022
HR
Howard Rabb
President
256 Solutions (Information Technology & Services, 1-10 employees)
Vetted Review
Verified User
Datto Autotask PSA
1 year of experience
View profile
Use Cases and Deployment Scope
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.
Pros
  • Automation possible based on different ticket types.
  • Knowledge base.
Cons
  • 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.
Likelihood to Recommend
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.

Ideal for all MSPs

Rating: 9 out of 10
Incentivized
January 28, 2022
BN
Ben Nichols
System Administrator
MCT Solutions (Computer & Network Security, 1-10 employees)
Vetted Review
Verified User
Datto Autotask PSA
2 years of experience
Use Cases and Deployment Scope
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.
Pros
  • Centralised platform that manages all MSP items.
  • Integrations and workflow rules.
Cons
  • 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).
Likelihood to Recommend
Pros
  • Service desk.
  • Customer workflow rules.
  • Contract management.
  • MSP CRM.
Cons
  • UI needs a revamp
  • Site config needs to support more than just plain text
  • Need to support custom formatting throughout the platform, focusing on outbound service desk emails.

Datto is Great for MSPs

Rating: 10 out of 10
Incentivized
March 24, 2022
JM
Jason Miller
Owner
Access Technology (Computer Networking, 1-10 employees)
Vetted Review
Verified User
Datto Autotask PSA
4 years of experience
Use Cases and Deployment Scope
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.
Pros
  • Onboarding.
  • Customer Service.
  • Support.
Cons
  • Sales.
  • Website.
  • Pricing.
Likelihood to Recommend
I would definitely recommend this product to other MSPs. I think it gives security and integrity to what we do. We need our clients to always feel like we have their backs and that their computer systems are secure and protected.
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