TrustRadius
Tasks Automatized!
https://www.trustradius.com/it-service-management-itsmAutotaskUnspecified7.972101
Daniel J. Lewis profile photo
March 22, 2016

Tasks Automatized!

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Autotask

The company I worked with was an MSP, we used Autotask to assist with managing client requests. Whether it's from a support side, consulting, projects or general information utilizing Autotask is one of the better programs that I've used in the past.

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.
ConnectWise would be a close second however the overall functionality hasn't been great in the past, I've learned they've implemented a more robust web interface however the client was not stable. Autotask is easy to manage from service requests, reporting and time management.
Autotask is a great program for overall time management for anyone in an organization. It helps to determine where most of your time is spent, also for accounting and account management when reviewing client contracts. It's also extremely beneficial to keep requests/tickets on your radar, it's very easy on a day to day basics to have things fall through the cracks. Once a request is generated it must be followed through and closed with specific details. This ensures who worked on it last, what was completed and client confirmation.

Autotask Feature Ratings

Organize and prioritize service tickets
9
Expert directory
6
Service restoration
6
Self-service tools
7
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
Configuration mangement
10
Asset management dashboard
7
Policy and contract enforcement
10
Change requests repository
7
Change calendar
8
Service-level management
10

Using Autotask

50 - Technicians, Account Managers, Projects Team, Team Leads, VIP's.
4 - General network knowledge, able to support databases and a clear understanding how you'd like the software to work within your organization.
  • 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!
After using multiple products on the market, Autotask was intuitive and easy to manage.

Evaluating Autotask and Competitors

Yes - General emails is how we managed items. Oh!, I forgot to add I did use Track-It a while back but Autotask is much better.
  • Product Features
  • Product Usability
  • Product Reputation
  • Analyst Reports
Reports.
I'll review the most recently updated software I've used however that could be an overhaul to the current environment.

Autotask Support

Due to the cloud based technology our downtime is significantly less then other software based programs.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None

Using Autotask

The work flow is much better then other competitors.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Reporting, entering time, updating the client
  • Integration with Outlook.