Datto Autotask PSA Reviews and Ratings

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.

Likelihood to Recommend

Datto Autotask PSA is well suited for maturing MSPs that need to manage client contracts of all types. The multiple contract types (recurring, time and material, fixed price, per ticket, block hour, and retainer) allow for flexibility in creating contracts that fit client needs, while maintaining accurate billing. The solution would be less appropriate for break / fix and start-up MSPs that don't have a need for all the automations and features.

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.

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.

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.

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.

Use Cases and Deployment Scope

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.).

Likelihood to Recommend

If you have work tickets to keep track of it's great. If you have timesheets to manage, it's great. These are essentially the only things I use it for.

Use Cases and Deployment Scope

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.

Likelihood to Recommend

Autotask is particularly well suited in a multi-client environment, such as an MSP, where metrics can be easily analyzed for the profitability of their client base. Time vs investment can easily be identified. Autotask has relatively little to offer as an in-house solution for an IT Dept, it's good for the ticketing system and metrics for measuring time but I believe it's better for a multiclient business monitoring time/efficiency/profitability. RMM is a useful addition for the IT Dept.

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.

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.

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.

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.

Use Cases and Deployment Scope

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.

Likelihood to Recommend

Creating tickets for control of the job done, solutions applied and using for future references. besides has a good manage of tickets for reports and control. In my experience, when I had tried for projects, have been dissapointed, can of very complicate, defining stages of the project, task, duration and persons involved it is not easy, at least for me.

Use Cases and Deployment Scope

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.

Likelihood to Recommend

Datto is great when you have several departments that do not necessarily always communicate well because you can go into separate files and put them together. Being able to accurately bill our clients is extremely helpful too. It helps us to achieve better insight into the project and profitability. If you are pounding out tickets, it can be a little clunky and if you have entry-level help desk pros, it could end up being chaotic because it's not really user-friendly.

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.

Likelihood to Recommend

<b>Pros</b>

<ul><li>Service desk.</li><li>Customer workflow rules.</li><li>Contract management.</li><li>MSP CRM.</li></ul><b>Cons

</b><ul><li>UI needs a revamp</li><li>Site config needs to support more than just plain text</li><li>Need to support custom formatting throughout the platform, focusing on outbound service desk emails. </li></ul>