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Datto Autotask PSA has proven to be a versatile and indispensable tool for organizations across various industries. Users have widely …
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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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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- No setup fee
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
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- Tech Details
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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 | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
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 Mid-sized Companies (51-1,000 employees).
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
Datto Autotask PSA has proven to be a versatile and indispensable tool for organizations across various industries. Users have widely praised its ability to serve as a centralized solution for managing client support tickets, contracts, invoices, and general information. The software's real-time graphical interface enables efficient tracking of ticket status and duration, which aids in generating accurate end-of-month reports. Autotask has also been commended for its customizable dashboards, which facilitate workload management and provide valuable insights into metrics and project progress. By integrating with other platforms like Xero, Autotask streamlines processes for the accounts team and ensures seamless coordination between different departments. Overall, Autotask has successfully addressed the needs of MSPs, empowered technicians to track time and client network information, and improved overall efficiency by automating workflows and consolidating essential functions within a single platform.
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Reviews
(1-16 of 16)Companies can't remove reviews or game the system. Here's why
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.
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 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 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.
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
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 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
September 15, 2015
Autotask is Autotastic!
We started using Autotask for help desk ticket and billing purposes. We are a small managed services company in the Pittsburgh, PA area and needed a solution for our business. Autotask was great for automating our interaction with customers and helping us stay organized with all facets of our communication with them. Autotask may not be as aesthetically pleasing as some of the competition but it comes with some robust features.
- Manages "support ticket to billing" aspects extremely well.
- Simple interface that isn't too flashy for its own good.
- Integrates extremely well with email systems.
- Extremely robust feature set.
- Isn't the most updated, design wise.
- Limited revenue and cost reporting.
- Limited security options.
September 15, 2015
Autotask: The 'Remedy' for Bloated ITSM
When I used Autotask, it was being used as the primary Service Desk ticketing system for a number of accounts (i.e. external customers) that my organization provided IT services for. It would track incidents and service requests in a cradle-to-grave manner and was used by both direct Service Desk employees as well as customer IT staff.
- Low 'Clicks-per-Action'
- Easy to Understand (without Training)
- Advanced Search Capabilities
- Easy Account Management
- Conducive to Multi-Tasking
- No Support for Multi-Tenancy (Multiple External Customers)
- Very Basic User Portal