Autotask is automation perfected.
August 17, 2018

Autotask is automation perfected.

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Autotask

Autotask has been implemented throughout our entire organization from Procurement to Service desk and through to Admin and HR.

Having a single platform to track all tasks throughout our organization has been invaluable in reducing turn-around times for both client communication and on-boarding improving client relations from day one.

Autotask has also been implemented for internal use for new employee on-boarding allowing us to make sure that everything is set up for the employee to hit the ground running.

  • With a recent update, Autotask introduced ticket checklists which greatly reduced errors with support, it has also reduced the number of unnecessary ticket transfers as a ticket cannot be transferred unless all the checklist items have been completed.
  • Autotask has an excellent reporting system built in with automated sending and customisability
  • Autotask allows for automated client communications with a wealth of customizable templates.
  • Autosk has excellent integration options with a number of third-party applications.
  • Ease of use can be improved as the admin section can be daunting to a first time user.
  • Setting up custom reports or client comms templated can be a time-consuming process.
  • The Autotask Knowledgebase can use some improvement.
  • Improved billing as time is recorded as it happens.
  • Has improved our support by allowing to track and implement resolutions for recurring issues.
Autotask is perfectly suited for a remote support based environment where client communications and timely support is paramount.

As Autotask has auto-fire notifications we can notify our support technicians when they are close to breaching SLA or have been idle on a ticket for too long ensuring that clients are always updated.

Autotask PSA Feature Ratings