Autotask PSA

If you have work tickets to keep track of it's great. If you have timesheets to manage, it's great. These are essentially the only things I use it for.

Autotask is particularly well suited in a multi-client environment, such as an MSP, where metrics can be easily analyzed for the profitability of their client base. Time vs investment can easily be identified. Autotask has relatively little to offer as an in-house solution for an IT Dept, it's good for the ticketing system and metrics for measuring time but I believe it's better for a multiclient business monitoring time/efficiency/profitability. RMM is a useful addition for the IT Dept.

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.

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.

Creating tickets for control of the job done, solutions applied and using for future references. besides has a good manage of tickets for reports and control. In my experience, when I had tried for projects, have been dissapointed, can of very complicate, defining stages of the project, task, duration and persons involved it is not easy, at least for me.

Datto is great when you have several departments that do not necessarily always communicate well because you can go into separate files and put them together. Being able to accurately bill our clients is extremely helpful too. It helps us to achieve better insight into the project and profitability. If you are pounding out tickets, it can be a little clunky and if you have entry-level help desk pros, it could end up being chaotic because it's not really user-friendly.

Autotask is well suited for businesses that are looking for a product that has ticketing, invoicing, quoting, reporting, and more all in one place.

It has all of the main features of any ticketing system, so it's well suited for those purposes.

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.

At present with using this as our ticketing system it works great. As I've mentioned with the automation in place and the notification options it provides we very rarely miss high priority items when they arise. I have not experienced this myself, but our project managers have stated that AutoTask lacks a lot of options they'd like to see on their side of the house.

Great professional services automation toolkit.

Autotask is well suited for IT service industries who bill by the department, issue type, time on the ticket, and more. Severity levels and subcategories provide granular options not found in simple ticketing systems. This works well with an existing client, but adding new leads or companies can be a bit cumbersome. The reporting felt difficult to navigate.

Autotask is perfectly suited for a remote support based environment where client communications and timely support is paramount.

As Autotask has auto-fire notifications we can notify our support technicians when they are close to breaching SLA or have been idle on a ticket for too long ensuring that clients are always updated.

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.

Having used AutoTask in primarily a support role it was a really great way to keep track of support cases. They allow you to create multiple queues that can be specific to certain teams or task types. It is highly customizable. It offers a great portal for the end user to login and see the status of the cases. It's very easy to learn and teach other how to use.

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.

Great for having a main database of all files. Not appropriate for trying to work on something with someone else in real time. Would prefer a Google Docs like interface for some things.

Well suited for a company who needs ability to time track, ticket track and document.

We use Autotask for everything. It may not be the ideal tool for some things (like inventory for example) but the fact that it is integrated into one system makes up for any of those shortcomings. Also, Autotask allows us to integrate outside systems to extend its capabilities into areas or products that would otherwise require manual tracking. For example, we have several Viking systems for products at resell that integrate with Autotask so we don't have to manually enter billing for them in our service contracts. The services are updated automatically by the API.

Autotask is a great fit for IT and business services industries. Implementation was fairly painless thanks to a good project management assistant at Autotask.

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.

I think Autotask is very well suited for the IT services industry. It allows you to put all of your resources together in the same place. It makes it simpler if all the departments can communicate over the same platform. It allows for better auditing of the overall service your company can provide.