Autotask - Great multi-client solution for metrics
May 02, 2022

Autotask - Great multi-client solution for metrics

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Datto Autotask PSA

We use Datto to manage, maintain and monitor over 150 workstations in a windows based environment. We also have Macs in the company which benefit from having Datto RMM installed on them. We can easily support and distribute patches across our devices. We use Autotask as our ticketing platform where we can track and monitor issues as they arise. It also allows us to monitor trends and spikes as they happen. We have custom-built dashboards within the platform to manage metrics.
  • Autotask allows us to monitor user issues.
  • Autotask allows us to be held responsible for out SLAs.
  • Autotask allows us to drive out staff in a result driven environment.
  • Datto RMM allows us to support our infrastructure.
  • Datto RMM allows us to keep our devices up to date easily.
  • It takes too long to create simple tickets.
  • It doesn't integrate with outlook for calendars easily, it can be done though, but could be improved.
  • The mobile app is not very good, it could be better.
  • Ticketing - can be used as a knowledge base for staff.
  • Custom built dashboards.
  • SLA's and monitoring time.
  • Efficiency of staff - data can be pulled and analyzed.
  • Timesheets - make staff responsible.
  • We were able to identify the profitability of our entire client base.
  • We identified a loss of over 1 million dollars for time unbilled consultancy fees using metrics derived from Autotask.
  • Autotask helped us serve our client base in a professional manner, it's like having an entire department at your finger tips.
  • Autotask is the heartbeat of our operation.
ServiceNow was faster to use to create tickets in a fast-paced call center style helpdesk. I preferred it to Autotask, but from a business perspective, I felt that Autotask covers a lot more ground than ServiceNow. My Experience with Solar Winds was minimal although it was a good professional product. I have only heard of SolarWinds in the press recently and they always seem to get hacked. ConnectWise was a great all-in-one product, from ticketing through to building quotes it had everything but felt a little clunky.

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Autotask is particularly well suited in a multi-client environment, such as an MSP, where metrics can be easily analyzed for the profitability of their client base. Time vs investment can easily be identified. Autotask has relatively little to offer as an in-house solution for an IT Dept, it's good for the ticketing system and metrics for measuring time but I believe it's better for a multiclient business monitoring time/efficiency/profitability. RMM is a useful addition for the IT Dept.

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