Good PSA for simple use with a pleasant UI but challenges for more robust project detail management and reporting
June 23, 2015

Good PSA for simple use with a pleasant UI but challenges for more robust project detail management and reporting

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Modules Used

  • Projects, Timesheets, Reports

Overall Satisfaction with NetSuite OpenAir PSA

Our customer success/post sales teams use this to manage projects and timesheets. We largely use it for managing project details, capacity planning and reporting.
  • Pleasant UI and navigation between modules: This makes it easier to use the various modules in the system and improves training processes.
  • Timesheet module with timer option: since tracking time is a large part of our OpenAir use, the simple timesheet module is key. The timer is also a nice feature for users who wish to utilize it.
  • Proxying capabilities: absolutely key for keeping business running. Also helpful to be able to choose the user role to see how that may impact a given user's view.
  • Reporting could use a lot of improvement. A large portion of our reporting for utilziation, capacity, etc has to be done out of OpenAir manually in Excel which makes distributing and maintaining reports an real challenge.
  • Customer support can also be quite slow and the technicians are hit or miss on their speed/helpfulness.
  • The separation between resource management and project management made using the resource management tool is virtually impossible for us. Too many steps are required between assigning users to tasks and assigning them as resources.
  • We have a relatively easy time booking time so time is saved there but everything else takes a decent amount of time to manage in OpenAir.
I would recommend it for a business where basic project management without too much field customization is required. It is very good for recording time and reporting on these details. However for a business where robust reporting or resource management is required, I would probably not recommend as highly.

OpenAir PSA Feature Ratings

Task Management
Resource Management
Gantt Charts
Not Rated
Workflow Automation
Not Rated
Team Collaboration
Support for Agile Methodology
Not Rated
Support for Waterfall Methodology
Not Rated
Document Management
Not Rated
Email integration
Not Rated
Mobile Access
Timesheet Tracking
Change request and Case Management
Not Rated
Budget and Expense Management