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Autotask PSA
What Is Autotask PSA?
Autotask PSA is a secure, reliable and fully-featured cloud PSA helping MSPs and IT Service Providers run their IT managed services business. The modern and easy-to-use PSA's integrated modules include Service Desk, CRM/Contact Management, Document Management, Outsourcing, Project Management, Contract Administration, Time Tracking, Billing, Reporting and Business Analytics - to provide a singular view of the entire business and drive efficiency, accountability, insight, and profitability.
Who Uses Autotask PSA?
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Autotask PSA
Reviews of Autotask PSA

A great tool if they fix some of the glitches
Comments: Overall it is really good tool and I can't see us moving from it in the near future
Pros:
Very versatile tool has some great customisation options.
Cons:
When the options aren't customisable at all it really does hinder you.The inventory system could be setup for multiple physical locations.No option for a 24 hour clock
Alternatives Considered:
Autotask Tops CW and other Ticket Systems
Comments: Autotask is a clean solution to IT ticketing needs that can otherwise be a complete mess to sort through.
Pros:
Autotask is highly customizable and sorts everything into queues easily. AT tracks more aspects of the business than other ticketing platforms I've used.
Cons:
Autotask has an intricate back-end with many rules and settings... sometimes the rules can overlap each other and it's not always clear where to find the solution if a taskfire is misfiring or failing.
AutoTask Reviee
Comments: AutoTask gets the job done and I have used it for many years, but I’m sure better alternatives exist. Kaseya has thankfully taken over the product and they are making regular efforts to improve it.
Pros:
It gets the job done and is a competent ticketing platform.
Cons:
Convoluted design. Way too many menus. Not easy to navigate. Having to always put a ticket in edit mode for every little change is annoying. The product feature suggestion board is a waste of time. People have to vote on your suggestions before they’re considered. The system is not great.
Alternatives Considered:
Autotask a sledge hammer for a nut?
Comments: Overall its doing the job so we continue to use it. It is expensive for what it is but if its not broke don't fix it.
Pros:
Its thorough and excellent when working with multiple organisations.
Cons:
Its very convoluted. This means its very flexible for sure but it can also be a bit of a mine field.
Used for Many Years, Good Product
Comments: Overall I enjoy using AutoTask. I have been using it for almost 10 years across two different companies and have come to know it very well.
Pros:
The overall presentation, use and customization of Autotask is what I appreciate most. It's easy to use, provides plenty of customization options and functionality that you can tweak to suit your needs.
Cons:
It can be cumbersome to find exactly where to adjust something on the backend. Due to the amount of customizations, searching can be tricky.
Alternatives Considered:
After 6 months of use still not working
Comments: Horrible
Pros:
Seemed to have a lot of potential because of the integration with datto RMM but after 8 months never worked properly.
Cons:
The integration with Datto RMM did not work properly tickets not being created, sometimes slow and issues when logging in to the portal. Had to give up since I wasted too much time with support to try to get it resolved.

You get out what you put in
Comments: I use Autotask daily to manage projects, tickets, contracts and pull reports required to fulfil my duties. Other than Teams and Outlook, its the platform I rely on most. Autotask is infinitely customisable so almost any business problem can be solved. Workflows allow automated events from notifications to status changes to be configured based on an unlimited list of triggers. Contract management and time entries for billing are a critical component of what MSPs do everyday. We use APIs to solve problems that can't be solved inside Autotask.The project management module is under developed though. Its impossible to view project tasks in a Kanban view and Autotask lacks features common in other platforms to make managing agile projects simple. If Autotask hadn't been so deeply integrated in our organisation, I might well be using something else for managing our projects. The procurement module is similar. Its apparent that the majority of Autotask's development budget is spent on the ticket management system. The knowledgebase section works well, but lacks the UI to make it a go to location for storage of the entire business's knowledge. It would be great to see some AI integration to assist engineers to solve tickets by suggesting fixes based on KB articles.
Pros:
Autotask provides a platform that covers almost everything required by an MSP that takes its business seriously. Its infinitely customisable and can be configured to do almost anything. The ticket management system is excellent and the integrated contract and time management features are indispensable for MSPs that sell many different services.
Cons:
The user interface is outdated which can make the platform difficult to use and configure. The project management features in Autotask still feel neglected and lack many features now considered to be basic by modern standards. The procurement section is also cumbersome and lacks the flexibility needed by most businesses.
If ticket communications are critical, Autotask is woefully under developed.
Comments: Very frustrated our initial efforts to emphasise specific requirements around integrated messaging from tickets received assurances and poor demonstrations misleading our understanding of the numerous product limitations. Search functionality of the UI is also lacking and with no option to write or save your own queries we have to submit a feature request to community in the hope of just making common variables such as Website or Contract names accessible from the search form. The fact that Kaseya doesn't even use Autotask is definitely noteworthy.
Pros:
The online chat support staff were both knowledgeable and accessible during regular business hours in New Zealand and in my opinion represent one of the more compelling values of the platform.
Cons:
Email handling functions are woefully out of date. As an MSP providing contract ICT Support for customers it is absolutely essential that we be able to interact with third party vendors on matters related to numerous types of issues where the customer contact does not need to be involved. These issues can be related to licensing, security, cable contractors, etc. In my previous experience with other products such as Request Tracker, FreshDesk and FreshService, ZENdesk, and even Spiceworks, this has never been an issue -- all supported the basic feature of being able to email and receive a reply back as internal update on the ticket. I made concerted effort to spell this out as clearly as possible to during the initial pre-sales demos and was misled to believe Autotask wouldn't be a problem here. Now we are losing track of significant amounts of key communications being documented in our tickets because of this.
A decent ticketing tool but lagging behind the competition
Pros:
We have used Autotask PSA since before I joined the company in July 2015. We are well used to it. It's been fantastic for managing service desk requests and incidents. We've also extensively used the TaskFire option to allow customers to manage tickets natively. This ability to collaborate has been very valuable and lead to reduced wait times and ticket-ownership confusion.
Cons:
We have been looking for other ticketing solutions to gauge the features we have. In every single tool we've found that they all mirror what Autotask can do. There's nothing special that sets Autotask apart. In fact we ended up using IT Glue for knowledge management and password management in 2017 because the inbuilt tools in Autotask were so bad. We're currently in the process of moving to ServiceNow.
AutoTask is Amazing!
Pros:
I absolutely love AutoTask - it's easy to work with and manage tickets effectively.
Cons:
No comments - no negative comments on the platform
HaarmanB ICT's review
Pros:
feautureset, ease of use, automation using Workflow Rules
Cons:
WYSIWYG user interface of template building. I use an external HTML-editor to create, modify and preview the HTML code
Autotask PSA Review after a use of more than 2+ years
Comments: Excellent
Pros:
Autotask Feature set, Work Flow rules, Notification templates and its dynamic templates to useTicket flow, Problem Management, Contract Details,Azure AD integration feature to set the Contacts sync with Azure AD
Cons:
Nothing at this moment to dislike about the product
Moved from Autotask PSA from Teamwork Desk
Pros:
- Tons of integrations- Dashboards can be customized easily
Cons:
- Notifications seem to be lacking. I am just comparing it to Teamwork Desk(More of a ticketing system than actual PSA), but out of the box, Autotask is lacking a notification setting to like send an email when a client responds
Alternatives Considered:
I love Datto products
Pros:
You can automate anything you want with no limits
Cons:
It is too complicated for new users to learn
Delivers what's needed, but hopefully you're not in a rush
Pros:
Autotask is highly customizable and very good for an MSP in terms of ticket management.
Cons:
The speed of the ticket loading and some minor bugs with switching Incident type and editing ticket information at the same time keeps this software from really being great. If you're an MSP that routinely handles 30 > calls per tech per shift, you're probably going to be able to find a better ticketing system, or at least one that's a little more snappy for your technicians.
Alternatives Considered:
Easy to use to manage customers, tickets, and service contracts
Pros:
We use Autotask all through the day and they have a reliable cloud service. API integrations to our VSA was easy to setup and has been pretty much set it and forget it. Integration with Quickbooks has changed over the time that we have used it, but with the change to using the web connector it has become not only more secure but problem free. We manage our customer contacts and tickets through the system and after initial setup it has been easy and problem free with little ongoing maintenance needed on our end.
Cons:
They changed to a dashboard system at login and frankly it is not that useful to us. Adding new services, email automation, or changing service queues is not intuitive and since it is not something we do that frequently I always feel like I spend more time than I needed to once I have it complete. We had to do some ticket automation on keywords to let us know when a set of reoccurring tasks has come to end when it should be a feature of the system. The outsourcing module could be more robust especially since it is a feature we pay an additional fee for.
Alternatives Considered:
Used for 5 years+
Pros:
Good dashboarding for presenting data. Report self service is okay. Good integration between crm and service desk.
Cons:
Cmdb is weak and clunky. Would be better if solution included some of the 3rd party tools needed to be an efficient MSP.
CRM, Time tracking, Support management made easy
Comments: We successfully manage most aspects of our MSP business using Autotask. The entire workflow from incoming requests, time tracking, resource management, contract management, ending with an API workflow to our billing system.
Pros:
From an MSP perspective, this product functions as a CRM, time tracking/management, contract management, and ticket system. You can manage all aspects of an MSP business here with billing integrations available to close the loop.
Cons:
It can be a bit difficult to get started, but this is more of a business process issue as opposed to a product issue. If you have defined your workflow and processes you can translate them easily into this product.
Autotask PSA has been a game-changer for our company.
Pros:
We love that we can go from prospect to invoicing in one solution.
Cons:
That it can be too complex, need a "lite" version
We love Autotask PSA!
Comments: Ease of use, and productivity for the staff. Mobile app makes it easy for people to get their notes in.
Pros:
Everything integrates really well. The techs can easily put in their time entries, and the software exports to QuickBooks very nicely. It also has an internal invoicing system which we use and love. It's hard to go wrong with Autotask.
Cons:
The reporting functionality is amazing, but it has a very steep learning curve. I wish reporting was more drag/drop or more logical. I'm sure it's great once you know it, but many times when playing around you don't get exactly what you expect from reports.

Good PSA but the API requires major developments and functionality enhancements
Comments: Overall a good PSA however needs major improvements to the API because right now it feels like they made it just to show off they have an API because it has so many limitations.
Pros:
Feature rich.Good for documentation and tracking tickets and device details. The workflow system is good.Mostly flexible.
Cons:
Not user friendly- takes time to learn. API needs a lot of development - cannot merge using API, Attachment size limit that doesnt make sense at all? Reporting section can be certainly improved. Allows only three IP's to the warehouse.
Poorly implemented
Comments:
The program is primitive, poorly laid out and definitely not user friendly. The latest upgrade as far as I can tell was a step backwards for efficiency.
I am not sure who codes this program but they have never set foot in a working environment and for something to be useful that is an experience that is a must.
Pros:
The concept is sound and the fields are useful.
Cons:
The windows are not laid out in an efficient manner.
Good tool, but needs improvement and enhancements
Comments: Autotask has lots of management capabilities for Managed Services Providers in the IT industry. They have a lot of functionality and fields available. However, one frequent comment is that it takes too many clicks to complete a task. Also, overall effort tracking of a team or individual is not that straight forward
Pros:
workflow rules and management of inbound emails. Dashboards for your team, account or individual
Cons:
When we add custom fields, we should dont have an option to place it in the section / category we like. Sometimes, the support takes lot of time to get back even thought the issue raised is very critical
Autotask Review
Comments: This is collaboration at it's finest.
Pros:
I like how it ties to all of our platforms like quoteworks, kaseya, etc. You are able to track everything in an existing account so that the whole company is on the same page with a particular account. There is no reason that information should be missing.
Cons:
You are not able to scan business cards and have them directly upload into a new account. This would save sales reps so much time on the administrative side.
Needs more focus on documenting
Pros:
I really like the interface in Autotask. It is clean and easy to navigate where I need to go. The number of applications that we use that integrate directly with AT helps us to work smarter not harder. Everything from RMM tools to accounting packages all have very solid integrations. The help function is responsive in what it returns on searches and I can usually find something to answer my question quickly.
Cons:
Things I dislike include: the low set number of tickets I can have in a search list show at one time, the CRM module is antiquated and unused by us, the project module could be much easier to work in regularly and the mobile app needs to be revamped.