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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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What is Wrike?

Wrike is a project management and collaboration software. This solution connects tasks, discussions, and emails to the user’s project plan. Wrike is optimized for agile workflows and aims to help resolve data silos, poor visibility into work status, and missed deadlines and project failures.

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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 19)

Autotask, the best ticketing App ever!

Rating: 8 out of 10
Incentivized
April 16, 2019
Use Cases and Deployment Scope
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.
Pros
  • 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.
Cons
  • 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.
Likelihood to Recommend
Well suited to creating tickets, following up on tickets' status, sending notifications, creating reports, scheduling automatic reports, creating a project from a ticket, attaching files on both tickets and projects, creating project phases, milestones, and tasks.
It's less appropriate for automatic resource smoothing, leveling, fast-tracking, crashing, and other more advanced project management.

Autotask for the win!

Rating: 9 out of 10
Incentivized
March 03, 2017
MG
Michaela Good
Project Manager
iSynergy (Information Technology and Services, 1-10 employees)
Vetted Review
Verified User
Datto Autotask PSA
2 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros
  • Billing on work completed
  • Organization
  • Business contact management
Cons
  • Number of clicks to do something
  • Invoicing
  • Reporting
Likelihood to Recommend
This is great for project management - sometimes support has issues because it's not designed for that as much. I would recommend this to anyone that has a project manager with multiple employees. For support help desks this becomes confusing when some things are billable and somethings aren't.

Well designed work management system for a variety of users.

Rating: 9 out of 10
Incentivized
April 04, 2016
Verified User
Project Manager in Information Technology
Insurance Company, 51-200 employees
Vetted Review
Verified User
Datto Autotask PSA
3 years of experience
Use Cases and Deployment Scope
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.
Pros
  • 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.
Cons
  • 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.
Likelihood to Recommend
Autotask is a great fit for IT and business services industries. Implementation was fairly painless thanks to a good project management assistant at Autotask.

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.

Tasks Automatized!

Rating: 9 out of 10
Incentivized
March 22, 2016
DJ
Daniel J. Lewis
System Administrator
vdiscovery (Management Consulting, 51-200 employees)
Vetted Review
Verified User
Datto Autotask PSA
1 year of experience
View profile
Use Cases and Deployment Scope
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.
Pros
  • 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.
Cons
  • 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.
Likelihood to Recommend
Autotask is a great program for overall time management for anyone in an organization. It helps to determine where most of your time is spent, also for accounting and account management when reviewing client contracts. It's also extremely beneficial to keep requests/tickets on your radar, it's very easy on a day to day basics to have things fall through the cracks. Once a request is generated it must be followed through and closed with specific details. This ensures who worked on it last, what was completed and client confirmation.
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