Overall Satisfaction with Autotask
When I used Autotask, it was being used as the primary Service Desk ticketing system for a number of accounts (i.e. external customers) that my organization provided IT services for. It would track incidents and service requests in a cradle-to-grave manner and was used by both direct Service Desk employees as well as customer IT staff.
- Better Customer Service (By reducing the impact to staff and allowing the focus to be on the customer.)
- Fewer Manual Escalations (By using the in-depth workflow system to automatically route and modify tickets.)
- Higher Overall Efficiency (By reducing the clicks-per-action cost and increasing the amount of work-per-X capable by each individual.)
Except for multi-tenancy and permissioning for external users, Autotask beats BMC Remedy in every category for an ITSM Incident/Request Management suite. From allowing legitimate multi-tasking to the streamlined and more-straightforward user experience, Autotask takes the focus off of the tool and on to the job itself. The need for substantially less support staff for Autotask administration is a secondary—but meaningful—advantage as well.
As a ticketing system for a Service Desk, Autotask does everything it does very well. The only glaring shortcoming is the lack of support for multi-tenancy while still granting those 'tenants' access to their data. For example: Customer 1 and Customer 2 are supported out of the same Autotask instance. If they were granted access to see their own tickets, they would also see each other's tickets. Where Autotask truly excels is the user (meaning Service Desk Agent or other staff) experience.