Autotask PSA

Datto Autotask PSA is well suited for maturing MSPs that need to manage client contracts of all types. The multiple contract types (recurring, time and material, fixed price, per ticket, block hour, and retainer) allow for flexibility in creating contracts that fit client needs, while maintaining accurate billing. The solution would be less appropriate for break / fix and start-up MSPs that don't have a need for all the automations and features.

It is great for a professional service business and even better for IT-specific and MSP needs. It comes with quite a few of the standard settings and terminology specific for IT support and management to fast forward implementation. Any industry outside of that will have to start from a blank slate and would probably find a better fit with a different general-focused product.

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.

I would definitely recommend this product to other MSPs. I think it gives security and integrity to what we do. We need our clients to always feel like we have their backs and that their computer systems are secure and protected.