Autotask PSA

Our team used Datto Autotask PSA for multiple business needs however our main utilization came through helpdesk ticket tracking and billing. The tool overall was a giant all in one solution to allow a MSP to have their entire operation located within the PSA. In my opinion the ability for it to be all in one is both its greatest selling point and its largest shortcoming.

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 attended to according to our standards and closed when the end user becomes non-responsive. All of our contact info is stored here, too, then propagated across our other platforms.

It keeps track of time spent on tickets, keeps track of the tickets themselves, and serves as a repository of 'how we fixed it the last time.' It's very robust in how it can be configured and it can interface with LogicMonitor. Widgets are highly configurable and can bring a wealth of information to you at a glance (i.e. types of tickets open, how many are overdue or due, what status they are in etc.).

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.

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 software. As the owner of an MSP, this is essential to have for my clients. It ensures security for their infrastructure. I especially appreciate the high level of customer service for Datto. They are willing to help with the onboarding process and walk you through getting used to how their software works. I highly recommend it.

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.

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.

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 team very happy and ensures that we aren't jumping between a help desk, an invoice/quote system, normal emails and other tools. The built in internal and external knowledgebase is also great.

We use Autotask to track tickets, contracts, invoices, billing info, create opportunities, and create reports for our customers. It basically allows us to do almost everything we need for our business.

We use it for ticket tracking and assigning, and we also use the EPM tool for managing devices.

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.

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.

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.

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.

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.

Autotask is being used across our company. We use it as a way to store all of our files in one place and it allows any team member to access any file. It also allows us to access things remotely, even if we are not at our own computer.

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.

AutoTask [AT] is being used by all employees of the company. I personally create the tabs needed for different departments or specific to a position. The flexibility to create widgets needed is great, though I feel more options should be made available. The new AT and dashboards have been great for productivity and to assist me with the QA portion of my responsibilities.

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.