Autotask transformed how I manage my MSP.
July 20, 2022

Autotask transformed how I manage my MSP.

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

Overall Satisfaction with Datto Autotask PSA

We use Autotask as one of our primary business tools for tickets, time, expenses, contracts, and invoicing. It includes automation workflows we utilize to ensure tickets are attended to according to our standards and closed when the end user becomes non-responsive. All of our contact info is stored here, too, then propagated across our other platforms.
  • Ticket Automation.
  • Integrates with other platforms.
  • Invoicing including an expense or time approval process.
  • Speed forms autofill common fields to fit your need.
  • The GUI is a little dated.
  • Some integrations are limited for not being a Datto product.
  • While not as complex to set up as Connectwise, it definitely requires some serious thought during the initial setup.
  • Email processing could offer more options for parsing keywords and allow for more automation.
  • The mobile app is just not worth using in my experience.
  • Ticketing
  • Invoicing
  • Ticket specific surveys.
  • Automation
  • Improved handle on ticket management.
  • Streamlined monthly invoicing.
  • Improved end user experience.
  • Improved contract management.
Atera is an RMM first with PSA features so it falls short of a PSA. The essentials are there for a fledgling MSP, but for more advanced ticket handling and contract management, it falls short. When I used Zendesk at the beginning (about 10 years ago), it was really only a ticket system and I used a Freshbooks integration for time tracking.

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It is great for a professional service business and even better for IT-specific and MSP needs. It comes with quite a few of the standard settings and terminology specific for IT support and management to fast forward implementation. Any industry outside of that will have to start from a blank slate and would probably find a better fit with a different general-focused product.

Autotask PSA Feature Ratings