Autotask PSA

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.

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.

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.

Currently we are using Autotask as for our ticketing/incident system, tracking time, and project management. Currently the organization as whole uses Autotask for submitting support tickets, and our technology team uses the product for tracking our time & PM. It allows us to easily receive, assign, and work support tickets as they arrive throughout the day. As well as allows the PM team to schedule tasks and such during projects.

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.

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.

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.

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.

Autotask is being used organization-wide. We use it for time tracking, ticketing, a knowledge base, some CRM and billing. We do not use it for projects or quoting.

Autotask is used by every member of our organization from the service department, to order procurement and inventory, to accounting and administration. It is the most integral piece of software there is for running our business. Autotask allows us to track and bill for technician time, parts, software licensing, and other costs. It tracks our service contracts and shows us profitability.

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.

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.

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.