TrustRadius
Autotask is Autotastic!
https://www.trustradius.com/it-service-management-itsmAutotaskUnspecified7.972101
Mark Hitchcock profile photo
September 15, 2015

Autotask is Autotastic!

Score 8 out of 101
Vetted Review
Verified User
Review Source

Software Version

Premium

Modules Used

  • Service Desk
  • Project Management
  • Live Mobile Client

Overall Satisfaction with Autotask

We started using Autotask for help desk ticket and billing purposes. We are a small managed services company in the Pittsburgh, PA area and needed a solution for our business. Autotask was great for automating our interaction with customers and helping us stay organized with all facets of our communication with them. Autotask may not be as aesthetically pleasing as some of the competition but it comes with some robust features.
  • Manages "support ticket to billing" aspects extremely well.
  • Simple interface that isn't too flashy for its own good.
  • Integrates extremely well with email systems.
  • Extremely robust feature set.
  • Isn't the most updated, design wise.
  • Limited revenue and cost reporting.
  • Limited security options.
  • Much faster lead conversion time
  • Increased project visibility
  • Client satisfaction - Mainly due to the Client Portal
  • Improved task management for employees
Autotask stacks up fairly well against software like Kaseya, ConnectWise, and Tigerpaw. They all have their own strengths and weaknesses, however I feel that ConnectWise and Autotask have improved the most as of the last 10 years. The reason we chose Autotask is because it provided a much more robust feature set than ConnectWise for our specific business model. AutoTask was also more affortable and willing to work with us on cost much more.
Autotask is extremely well suited for a managed services model business. That being said, this software is also well suited for an internal IT department (larger than 15 or more) and other niche business that may benefit. The strongest assets of this software benefit - Project Management, IT Support, IT Billing, Reporting, and Support Organization.

Autotask Feature Ratings

Organize and prioritize service tickets
10
Expert directory
7
Service restoration
7
Self-service tools
8
Subscription-based notifications
9
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
Change requests repository
7
Change calendar
8
Service-level management
10