Review from an Engineer
March 22, 2016

Review from an Engineer

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Autotask

It is being used as a ticketing system and is plugged into alerting systems to resolve issues. We use this to help manage escalation processes between departments as well as to manage projects within the organization. It also works for us to manage time and bill clients based on these tickets and tasks.
  • 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
  • Helped us keep better communication with our clients
  • Helped us have a single source of truth for time spent on tickets or projects
  • Helped give billing and engineering a place where they could interact in the same platform
  • OTRS
I've used OTRS and Autotask gives a better overall experience as it isn't just simply a ticketing system it gives greater breadth over what you can accomplish. It allows for better interdepartmental communication rather than just a place for end users and clients to dump more information for trouble tickets. OTRS just doesn't have the same feature set.
I think Autotask is very well suited for the IT services industry. It allows you to put all of your resources together in the same place. It makes it simpler if all the departments can communicate over the same platform. It allows for better auditing of the overall service your company can provide.

Autotask PSA Feature Ratings

Organize and prioritize service tickets
7
Expert directory
6
Service restoration
5
Self-service tools
5
Subscription-based notifications
4
ITSM collaboration and documentation
6
ITSM reports and dashboards
8
Configuration mangement
5
Asset management dashboard
5
Policy and contract enforcement
5
Change requests repository
5
Change calendar
5
Service-level management
7