Autotask PSA

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.

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.

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.

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.

AutoTask is used by almost our entire office. The technicians use it to create support tickets, store information of client networks, and to track the time worked. The executive part of the office uses AutoTask to bill our clients for the time the technician put in for working on the issue at hand.