PSA for the maturing MSP
January 28, 2025

PSA for the maturing MSP

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

Overall Satisfaction with Datto Autotask PSA

We use Datto Autotask PSA to manage support tickets between our support teams, both internal and external. Datto Autotask PSA also manages all client contracts, billing rates, block/pre-paid hours and had several API integrations that help enhance it's effectiveness. For instance, the billing sync to QuickBooks allows us to keep accounting members out of the Autotask portal but still able to handle billing for the company.

Pros

  • Contract Management
  • Service Desk / Ticket Management
  • Time and Material Billing

Cons

  • Outdated Interface
  • Lacks SSO integration with Entra
  • Improve automated workflows for ticket processes
  • Reduced time spent generating monthly invoices to less than an hour per month.
  • Able to see time spent by technicians servicing tickets and see how is working efficiently and who is not.
  • Track margins to see which services are profitable.
Datto Autotask PSA is a full featured product that can do almost anything you need. There is a significant learning curve to get started which requires several hours spent in product training. Additionally, several hours / days are needed to get clients imported, contracts configured, and integrations implemented. Once the setup and user training is complete, the product is very functional, but it's imperative to not get overwhelmed when starting out.
We tested several solutions ranging from short-term trials to extended 6-month production runs and found the other solutions to lack what we needed. Autotask PSA was a more mature, thought-out, and developed product that had everything we needed in a single solution. Over the years, Autotask remains a popular PSA for products to develop API integrations that futher enhance the PSA, while the other solutions do not typically have the same integration options.

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

Datto Autotask PSA is well suited for maturing MSPs that need to manage client contracts of all types. The multiple contract types (recurring, time and material, fixed price, per ticket, block hour, and retainer) allow for flexibility in creating contracts that fit client needs, while maintaining accurate billing. The solution would be less appropriate for break / fix and start-up MSPs that don't have a need for all the automations and features.

Comments

More Reviews of Autotask PSA

  1. Home
  2. Professional Services Automation Software
  3. Autotask PSA Reviews
  4. User Review of Autotask PSA