Their CRM is a one-stop shop for management of many clients. Their AEM is unmatched as an RMM tool.
Dan Gospe | TrustRadius Reviewer
Updated May 03, 2018

Their CRM is a one-stop shop for management of many clients. Their AEM is unmatched as an RMM tool.

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Autotask

We use Autotask as our CRM, to track our clients and their support tickets, and to create/monitor contracts that we have. We also use their Endpoint Management software. All of us use Autotask here. The tech team uses it to add their time entries so that proper billing occurs after calls. I use it for the above, as well as for creating contracts and running reports. Finally, the bookkeeper uses it as well to invoice our clients.
  • Integrates well with RMM tools
  • A wealth of reports are available, or you can create your own
  • You can set up your users with individualized access rights to your company's data
  • The support team is awesome
  • Custom reports can be a bit confusing to set up
  • Their inside sales team reaches out a bit too often
  • Autotask is a little bit expensive if you are just starting out
  • There are enough features here to take the place of several competing services
  • The cost of Autotask isn't currently recuperated as we do not resell it. But it saves us time on labor that we used to spend before having this solution.
The portion of Autotask that we've used other companies for prior to using Autotask is the Endpoint Management. The Autotask Endpoint Management (AEM) portal integrates perfectly with their PSA/CRM tools. It's alerting features are much better than the above software as there aren't a bunch of superfluous and unneeded alerts. Instead, it only alerts for things that you specify that you want.

Alerts aside, for the PSA/CRM, I don't have much to compare it to as Autotask was the first PSA we tried. It's hard to imagine a PSA having more features or doing a better job than Autotask.
Autotask is much more well suited to a busy company. It's a little bit price-prohibitive if you only have a couple of employees or not many clients. This solution works for us, having 10 employees and about 200 clients. Any less than that, the pricing wouldn't be worthwhile.

Autotask fits very well with us. It's easy to keep on task. Any tickets that are getting old will shoot out alerts and scheduled tasks for our techs to finish up work on it. It's also very easy to run reports for clients on the services that they've used through us. We love Autotask.

Autotask PSA Feature Ratings

Organize and prioritize service tickets
10
Expert directory
5
Service restoration
5
Self-service tools
5
Subscription-based notifications
10
ITSM collaboration and documentation
6
ITSM reports and dashboards
6
Configuration mangement
7
Asset management dashboard
8
Policy and contract enforcement
10
Change requests repository
8
Change calendar
8
Service-level management
9