Autotask PSA

Autotask PSA

About TrustRadius Scoring
Score 8.1 out of 100
Datto Autotask PSA

Overview

Recent Reviews

Datto is the BEST!

7 out of 10
March 22, 2022
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 …
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Autotask Review

10 out of 10
April 29, 2021
We use Autotask to track tickets, contracts, invoices, billing info, create opportunities, and create reports for our customers. It …
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Great Ticketing System

7 out of 10
March 13, 2019
Currently we are using Autotask as for our ticketing/incident system, tracking time, and project management. Currently the organization as …
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Reviewer Sentiment

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Awards

TrustRadius Award Top Rated 2018

Popular Features

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Service-level management (24)

8.5
85%

Change requests repository (22)

8.5
85%

Expert directory (21)

8.0
80%

Organize and prioritize service tickets (27)

7.3
73%

Reviewer Pros & Cons

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Pricing

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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

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Features Scorecard

Incident and problem management

8.1
81%

ITSM asset management

7.6
76%

Change management

8.2
82%

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 TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Comparisons

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Frequently Asked Questions

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).

What is Autotask PSA's best feature?

Reviewers rate ITSM reports and dashboards and Policy and contract enforcement highest, with a score of 8.7.

Who uses Autotask PSA?

The most common users of Autotask PSA are from Small Businesses (1-50 employees) and the Information Technology & Services industry.

Reviews and Ratings

 (111)

Ratings

Reviews

(1-25 of 27)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Keeps track of IT tickets (though it could be anything, not necessarily IT)
  • Keeps track of timesheets.
  • It's easy to use once you get the hang of it, which doesn't take long.
  • For my use case, it does the job perfectly.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Autotask allows us to monitor user issues.
  • Autotask allows us to be held responsible for out SLAs.
  • Autotask allows us to drive out staff in a result driven environment.
  • Datto RMM allows us to support our infrastructure.
  • Datto RMM allows us to keep our devices up to date easily.
  • It takes too long to create simple tickets.
  • It doesn't integrate with outlook for calendars easily, it can be done though, but could be improved.
  • The mobile app is not very good, it could be better.
Howard Rabb | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User
Review Source
  • Automation possible based on different ticket types.
  • Knowledge base.
  • Integration with Datto RMM exists, but is poor.
  • Knowledge base has limited formatting options and is hard to navigate.
  • Knowledge base looks pretty ugly in my opinion.
  • You need to manually check off an option whether or not you want to include the customer on a notification or communication. This information is NOT displayed after you do it so you have no way of knowing if a customer was notified.
  • Automation is cumbersome and overly complicated.
  • I think that the setup and configuration are cumbersome and overly complicated. There are far simpler products that can do 95% of what this can without the level of effort.
March 23, 2022

Autotask Tickets

Felix Daniel Bravo Pérez, PMP, CAPM | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Creating Tickets for client issues
  • Sending emails notifying people involve
  • Updating tickets it is usually fast
  • Your tickets solves and completed can be part of your solution knowledge
  • Don't like very much UX
  • Querying tickets get tricky
  • Project management could be complicated
March 22, 2022

Datto is the BEST!

Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Integration
  • They have an app.
  • Centralizes our operations.
  • The interface could be better.
  • Would be nice to have a button where you could hover the mouse over to expand the ticket instead of opening it entirely.
  • Time consuming to add resources.
January 28, 2022

Ideal for all MSPs

Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Centralised platform that manages all MSP items.
  • Integrations and workflow rules.
  • HTML editor from service desk (eg: unable to bold/underline/change colour of lines in responses to tickets).
  • UI could do with a little improvements (lots and lots of pop ups).
April 29, 2021

Autotask Review

Ashley Beal | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • It creates reports well for our customers.
  • Makes quoting and invoicing very easy and manageable.
  • Transferring invoices to QuickBooks can be a little slow sometimes.
October 16, 2019

My Autotask Review

Score 9 out of 10
Vetted Review
Verified User
Review Source
  • The ability to create multiple groups to assign tickets to.
  • Being able to properly categorize and note tickets.
  • Being able to create and utilize SLA's.
  • It could use easier ways to make the email address used for sending tickets.
Hesham Gomaa Elmasry , IBDL | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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.
  • 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.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • AutoTask allows for us to receive and work support tickets very easily. We've setup various 'Issue Types' that in turn are bound to SLAs ensuring that items are worked appropriately as they are received.
  • The automation that AutoTask allows for with regards to various emails/requests coming through has been great. It allows for us to not have to constantly "watch the queue" as when a critical item arrives the appropriate persons are notified and can work it.
  • I feel that the management of AutoTask for both user setup, and various automations is done well. We're able to copy settings as needed, and create templates for multiple items.
  • To date, the maim area of improvement is the ability to allow for retrieving a ticket that may have inadvertently been deleted. At present there is no way to do this which at times can be frustrating.
  • The search function does leave something to be desired as it does require some specific wording to find what you're looking for.
Steven Norris | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • It is a very good ticketing system that tracks tickets and employee time entries on tickets with ease.
  • It handles quoting products and services very well.
  • Ticket contracts for invoicing works well.
  • The knowledge base could be better and have more functionality.
  • Customization is very limited. It would be better if you had a little more control over certain items.
  • It needs better sales order automation.
Kris Lambert | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Associating billing data to tickets streamlines the invoicing process.
  • The ability to assign tickets to accounts instead of individuals helps to ensure easy task tracking.
  • The ability to easily separate assignments by geographical sections.
  • Wildcard abilities for Account Name searching when integrating.
  • The UI is not visually friendly and requires training to navigate without difficulty.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • With a recent update, Autotask introduced ticket checklists which greatly reduced errors with support, it has also reduced the number of unnecessary ticket transfers as a ticket cannot be transferred unless all the checklist items have been completed.
  • Autotask has an excellent reporting system built in with automated sending and customisability
  • Autotask allows for automated client communications with a wealth of customizable templates.
  • Autosk has excellent integration options with a number of third-party applications.
  • Ease of use can be improved as the admin section can be daunting to a first time user.
  • Setting up custom reports or client comms templated can be a time-consuming process.
  • The Autotask Knowledgebase can use some improvement.
Dan Gospe | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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
  • Custom reports can be a bit confusing to set up
  • Their inside sales team reaches out a bit too often
Zach Cooper | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Has a great end user portal for clients to log in and submit/view their support tickets for updates and status.
  • Has great integration with third party add ons to provide additional functionality.
  • Is web based and super reliable. No maintenance or teams to manage the product are needed!
  • It would be great if more options for dashboard widgets existed.
February 28, 2017

Autotask at work

Lauren Burnett | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Allows remote access of files.
  • Shows you when things are syncing/have synced.
  • Allows collaboration between members.
  • Would like to be able to work on files simultaneously.
  • Web interface could be more intuitive. Have to click a lot of buttons to do simple tasks.
February 27, 2017

Autotask Review

Kimberly West | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Ticketing/time entry is very efficient and easy.
  • Contracts/billing are easy to use as long as you are selling contracts that can conform to the options for contracts within Autotask.
  • Easy to keep up with employee timesheets and PTO.
  • I tried the Projects about 3 years ago, and I didn't like it at all. It was not as efficient as we wanted it to be, and it limited me as to how many lines per project I could import. We decided to use another product.
  • Workflow rules could use some further development with available criteria to edit/change, such as client name.
  • Quoting.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Increases productivity and ticket management by help desk engineers
  • It greatly helps with the QA portion of my job due to new dashboards and ability to create widgets
  • Timesheets are better manageable
  • Different layouts for widgets
  • Widget refresh after "max" data has been reached - set as "last 30 days" or more
  • More SLA options
Isaac Beyda | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • The search feature is very convenient. I like how you can search by client, ticket, asset, contact name, etc.
  • I like the interface of AutoTask. It's clean and easy to navigate through for users to find what they need.
  • These are strengths of AutoTask because when a company looks for a product similar to this they want something that is easy for them to use, and not going to have to call support at any time.
  • When entering time, sometimes you won't be able to enter the time and have to refresh the page, when you do so you lose the time you had running.
  • When creating a ticket it always asks you "do you want to close this window?" Obviously I do if i just created the ticket. Please remove that.
  • Asset's should have more options and even an option to type in the Asset Type by yourself.
March 22, 2016

Tasks Automatized!

Daniel J. Lewis | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
  • 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.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Easily create workflow
  • Help create tracking for tickets and tasks to monitor performance
  • Allows you to manage your time appropriately
  • Site is inconsistently slow
  • At times cannot place time entries
  • Outage response time when issues arise isn't always the greatest