Tasks Automatized!
March 22, 2016
Tasks Automatized!
Score 9 out of 10
Vetted Review
Verified User
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.
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.
Pros
- 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.
Cons
- 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 PSA Feature Ratings
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!
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
| Pros | Cons |
|---|---|
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
| Pros | Cons |
|---|---|
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.
- Notes
- Tasks
Yes, but I don't use it
Comments
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