#1 most frequent
United States of America
64.8%531 installations of 820
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).
Categories & Use Cases
Who Buys & Uses Datto Autotask PSA
#2 most frequent
Canada
8.9%73 installations of 820
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
7.0%57 installations of 820
PSA for the maturing MSP
Use Cases and Deployment Scope
We use Datto Autotask PSA to manage support tickets between our support teams, both internal and external. Datto Autotask PSA also manages all client contracts, billing rates, block/pre-paid hours and had several API integrations that help enhance it's effectiveness. For instance, the billing sync to QuickBooks allows us to keep accounting members out of the Autotask portal but still able to handle billing for the company.
Pros
- Contract Management
- Service Desk / Ticket Management
- Time and Material Billing
Cons
- Outdated Interface
- Lacks SSO integration with Entra
- Improve automated workflows for ticket processes
Return on Investment
- Reduced time spent generating monthly invoices to less than an hour per month.
- Able to see time spent by technicians servicing tickets and see how is working efficiently and who is not.
- Track margins to see which services are profitable.
Usability
Alternatives Considered
NinjaOne, Syncro and Accelo
Other Software Used
Datto RMM, Avanan, Huntress
Autotask transformed how I manage my MSP.
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.
Most Important Features
- Ticketing
- Invoicing
- Ticket specific surveys.
- Automation
Return on Investment
- Improved handle on ticket management.
- Streamlined monthly invoicing.
- Improved end user experience.
- Improved contract management.
Alternatives Considered
Atera and Zendesk Support Suite
Other Software Used
Huntress, Pulseway, Addigy
A complicated mess, but at least you signed a 3 year agreement to use it.
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.
Most Important Features
- Ticketing.
- Time Tracking for Billing.
- Pre-planned tickets.
Return on Investment
- It allows us to dump billable time to a spreadsheet so we can bill it.
- Shows in realtime where billable hours are for the day/month.
- It costs waaay more than products that can do the same thing or no-cost open-source products.
Alternatives Considered
Atera
Other Software Used
Datto RMM
Ideal for all MSPs
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).
Return on Investment
- Ensure all contract billing items (e.g. O365, Sophos) are updated and billed correctly.
- Allowing for all staff to create quotes and proposals (Xero was only accounting teams).
Alternatives Considered
Zendesk, Jira Service Desk, Salesforce Service Cloud, Freshdesk and SolarWinds MSP Manager
Other Software Used
Datto Backupify, LastPass for Business, Synology DiskStation, Microsoft Office 365, ConnectWise Control (formerly ScreenConnect), Veeam Backup & Replication
Datto is Great for MSPs
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.
Most Important Features
- Pricing.
- Security.
- Onboarding.
Return on Investment
- Overall good ROI.
- Got new clients.
- Current clients appreciate it.
Alternatives Considered
McAfee Advanced Threat Defense
