Overview
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).
An all in one system that requires full adoption
Autotask transformed how I manage my MSP.
My experience with Datto Autotask PSA
Autotask - Great multi-client solution for metrics
Datto is Great for MSPs
A complicated mess, but at least you signed a 3 year agreement to use it.
Autotask Tickets
Datto is the BEST!
Ideal for all MSPs
Autotask Review
My Autotask Review
Autotask, the best ticketing App ever!
Great Ticketing System
Great MSP business tool to keep you on track!
Autotask is a robust ticketing system.
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Pricing
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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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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 Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | No |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(134)Community Insights
- Business Problems Solved
Datto Autotask PSA has proven to be a versatile and indispensable tool for organizations across various industries. Users have widely praised its ability to serve as a centralized solution for managing client support tickets, contracts, invoices, and general information. The software's real-time graphical interface enables efficient tracking of ticket status and duration, which aids in generating accurate end-of-month reports. Autotask has also been commended for its customizable dashboards, which facilitate workload management and provide valuable insights into metrics and project progress. By integrating with other platforms like Xero, Autotask streamlines processes for the accounts team and ensures seamless coordination between different departments. Overall, Autotask has successfully addressed the needs of MSPs, empowered technicians to track time and client network information, and improved overall efficiency by automating workflows and consolidating essential functions within a single platform.
Attribute Ratings
Reviews
(1-4 of 4)Ideal for all MSPs
- 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).
- Service desk.
- Customer workflow rules.
- Contract management.
- MSP CRM.
- UI needs a revamp
- Site config needs to support more than just plain text
- Need to support custom formatting throughout the platform, focusing on outbound service desk emails.
- Ensure all contract billing items (e.g. O365, Sophos) are updated and billed correctly.
- Allowing for all staff to create quotes and proposals (Xero was only accounting teams).
Autotask Review
- 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.
- Autotask has greatly increased our contact with customers. Through the ticketing process, they can create tickets and communicate with us through the ticket.
- The new opportunity approval tool has been fantastic for our customers that don't like to print off and physically sign quotes we send them.
My Autotask Review
- 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.
- It has had a positive ROI.
- We are able to track and assign tickets in an effective way.
Tasks Automatized!
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.
- 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.
- Autotask is extremely efficient on tacking hours spent on a service request. This helps determine if a client is profitable.
- With the dashboard, management can review who is working on what service request and for how long. This helps determine if a service request has to be escalated sooner rather then later to efficiently resolve the client request.
- Helps to isolate recurring issue and work with the Technology Consultants to determine a stable solution for the future. This in-turn cuts downtime for the client and less time troubleshooting known issues.
- Tracking service request
- Time managment
- Asset Managment
- Providing detailed updates to the client as needed
- I'd say the note sections to outline "hot items" with specific clients
- If documentation/notes was improved we'd utilize it more often and more efficiently.
- Searching!
- Product Features
- Product Usability
- Product Reputation
- Analyst Reports
- Reporting, entering time, updating the client
- Integration with Outlook.
- Notes
- Tasks