Item: Datto Autotask PSA
Rating: 10
Author: Zach Cooper

Overall Satisfaction with Autotask

Use Cases and Deployment Scope

AutoTask is used across the whole organization. It was used to keep track of client contact for sales efforts, also used by our purchasing and billing departments to charge clients for services, as well as a place for customers to submit requests for help, assistance, troubleshooting, etc. I can't think of anyone in the company that does not use AutoTask daily.

Pros and Cons

Pros

Has a great end user portal for clients to log in and submit/view their support tickets for updates and status.
Has great integration with third party add ons to provide additional functionality.
Is web based and super reliable. No maintenance or teams to manage the product are needed!

Cons

It would be great if more options for dashboard widgets existed.

Return on Investment

AutoTask helped us to streamline our ticket receiving, working, and resolution process along with providing excellent reporting/metrics along the way.

Likelihood to Recommend

Having used AutoTask in primarily a support role it was a really great way to keep track of support cases. They allow you to create multiple queues that can be specific to certain teams or task types. It is highly customizable. It offers a great portal for the end user to login and see the status of the cases. It's very easy to learn and teach other how to use.

Autotask PSA Feature Ratings

Comments

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Easy to use, easy to manage, easy to teach!