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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

PSA for the maturing MSP

Rating: 10 out of 10
January 28, 2025
IncentivizedVetted ReviewVerified User
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,...
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Verified user
Executive
Datto Autotask PSA6 years 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...
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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...
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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...
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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?

77 people also 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 30)

Easy to use, easy to manage, easy to teach!

Rating: 10 out of 10
Incentivized
March 03, 2017
ZC
Zach Cooper
System Administrator
AdvancedMD (Computer Software, 501-1000 employees)
Vetted Review
Verified User
Datto Autotask PSA
4 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros
  • 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!
Cons
  • It would be great if more options for dashboard widgets existed.
Likelihood to Recommend
Having used AutoTask in primarily a support role it was a really great way to keep track of support cases. They allow you to create multiple queues that can be specific to certain teams or task types. It is highly customizable. It offers a great portal for the end user to login and see the status of the cases. It's very easy to learn and teach other how to use.

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.

AT use by a everyday Help Desk Engineer

Rating: 9 out of 10
Incentivized
March 25, 2016
Verified User
Analyst in Information Technology
Information Technology and Services Company, 11-50 employees
Vetted Review
Verified User
Datto Autotask PSA
4 years of experience
Use Cases and Deployment Scope
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.
Pros
  • 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
Cons
  • Different layouts for widgets
  • Widget refresh after "max" data has been reached - set as "last 30 days" or more
  • More SLA options
Likelihood to Recommend

Great MSP business tool to keep you on track!

Rating: 9 out of 10
Incentivized
March 11, 2019
SN
Steven Norris
Executive Vice President of Technical Services
Talon Healthy IT Services (Information Technology and Services, 51-200 employees)
Vetted Review
Verified User
Datto Autotask PSA
2 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros
  • 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.
Cons
  • 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.
Likelihood to Recommend
Great professional services automation toolkit.

Their CRM is a one-stop shop for management of many clients. Their AEM is unmatched as an RMM tool.

Rating: 8 out of 10
Incentivized
May 03, 2018
DG
Dan Gospe
Chief Operating Officer, and HIPAA Privacy Officer
dmi Networking (Information Technology and Services, 1-10 employees)
Vetted Review
Verified User
Datto Autotask PSA
5 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros
  • 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
Cons
  • Custom reports can be a bit confusing to set up
  • Their inside sales team reaches out a bit too often
Likelihood to Recommend
Autotask is much more well suited to a busy company. It's a little bit price-prohibitive if you only have a couple of employees or not many clients. This solution works for us, having 10 employees and about 200 clients. Any less than that, the pricing wouldn't be worthwhile.

Autotask fits very well with us. It's easy to keep on task. Any tickets that are getting old will shoot out alerts and scheduled tasks for our techs to finish up work on it. It's also very easy to run reports for clients on the services that they've used through us. We love Autotask.
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