Ideal for all MSPs
Ben Nichols | TrustRadius Reviewer
February 13, 2020

Ideal for all MSPs

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Datto Autotask PSA

Datto Autotask PSA has been a great centralised tool to manage support tickets, quotes, customer relationship data and timesheets. The integrations with Xero make our accounts team very happy and ensures that we aren't jumping between a help desk, an invoice/quote system, normal emails and other tools. The built in internal and external knowledgebase is also great.
  • Centralised platform that manages all MSP items.
  • Integrations and workflow rules.
  • HTML editor from service desk (eg: unable to bold/underline/change colour of lines in responses to tickets).
  • UI could do with a little improvements (lots and lots of pop ups).
  • Ensure all contract billing items (e.g. O365, Sophos) are updated and billed correctly.
  • Allowing for all staff to create quotes and proposals (Xero was only accounting teams).
Datto Autotask PSA is probably the best all-in-one platform for MSPs. It's targeted and designed specifically for MSPs, whilst most service desk software/PSA is often just general service desk software.
Haven't had any issues that weren't able to be resolved.

Do you think Datto Autotask PSA delivers good value for the price?

Yes

Are you happy with Datto Autotask PSA's feature set?

Yes

Did Datto Autotask PSA live up to sales and marketing promises?

Yes

Did implementation of Datto Autotask PSA go as expected?

Yes

Would you buy Datto Autotask PSA again?

Yes

Pros
  • Service desk.
  • Customer workflow rules.
  • Contract management.
  • MSP CRM.
Cons
  • UI needs a revamp
  • Site config needs to support more than just plain text
  • Need to support custom formatting throughout the platform, focusing on outbound service desk emails.

Autotask PSA Feature Ratings

Organize and prioritize service tickets
7
Expert directory
5
Service restoration
1
Self-service tools
5
Subscription-based notifications
7
ITSM collaboration and documentation
5
ITSM reports and dashboards
7
Configuration mangement
7
Asset management dashboard
6
Policy and contract enforcement
8
Change requests repository
8
Change calendar
5
Service-level management
9