Autotask Professional Services Automation (PSA) Pros and Cons

Autotask provide us a solution for ticket management and seamless integration with essential tools, enhancing our workflow and efficiency.

Autotask integrated with Datto RMM, IT Glue, and Backup Radar. This setup allows us to createad a automatic ticket via APIs when issues occur.

We have used Autotask daily for the past five years, I’ve found it to offer numerous valuable features like:

Checklists and Documentation - It enables us to create checklists and upload screenshots and documents, ensuring easy access to crucial information.

Reporting - The reporting capabilities are excellent, allowing us to generate and share reports with our management team and clients as needed for example audit purpose.

24/7 Support - The support team is always available to assist us whenever required.

Ease of Use - The system is easy to implement and user-friendly, making it accessible for users with varying technical skills. Review collected by and hosted on G2.com.

Support team should respond quickly, although their technical expertise is exceptional. Review collected by and hosted on G2.com.

easy to use: loved the convenience of it, and its ease to implement it in our environment.

clean GUI (Graphical User Interface): attractive, and clean GUI, with no additional things.

good search option, where we can search for literally anything we input in the system.

categorized Options: the way all options were categorized in a clean way, so that its easier to find the options even for new users.

smooth and quick Performance: loved the smoothness of the web portal, with close to zero glitches.

my team has integrated it with Rocketship to get more output from this tool.

I use it 5 days a week, and it helps with my day to day tasks.

Haven't got a chance to work with customer support yet, but looking forward for it. Review collected by and hosted on G2.com.

nothing much, but when I was new to this it took me a little time to get familiar with it as I had previously worked on other tools.

rest all good. Review collected by and hosted on G2.com.

Autotask Professional Services Automation is a awesome platform and it has good dashboard, graphs to represent tasks and different types of widgets, which is very useful such as taking updates of each and every member of the team. It is used mainly for implementation purpose. The customer support is more efficient compared to other tools and it can be used frequently to improve communication between customer and developer. Autotack Professional Services Automation offers an all-in-one solution for business operation management such as providing day to day updates of individuals. Its ease of use for managers and ease of integration combing of automation and user friendly screens. Review collected by and hosted on G2.com.

There are few limits where the data will be more and will end up in confusing and losing of data Review collected by and hosted on G2.com.

I like its dashboards and its comprehensive functionality. It is an all-in-one solution that combines service desk, inventory, workflow automation, project management, time and expense tracking, billing, customer relationship management, and reporting and analytics in a single platform. This can help streamline workflows, improve communication, and reduce the need for multiple tools and systems. Some features are not as good as others; for example, Project Management is not the best in class, but it is enough to get started without additional costs. Review collected by and hosted on G2.com.

The project management tool is minimal and cumbersome to use. Asset management is also non-intuitive, at least. There should also be a better integration with Outlook/Exchange Online for tasks and scheduled tasks, there is seomething basic, but it is the information that is displayed is so limited it is basically useless. Review collected by and hosted on G2.com.

AutoTask is perfect for any help desk. From the ease of use to the communication that it proves, as well as the end user being able to see their current and old tickets. Being able to keep track of how much time was spent on a ticket and see where your time is spend. AutoTask is great for seeing what is being on on a daily basis as well as seeing that you have coming up. Review collected by and hosted on G2.com.

Using the search feature, you have to select want you are searching on, not just searching across everything Review collected by and hosted on G2.com.

It is extremely customisable allwoing it to be used for as much or as little as you like. Integration into IT Glue, Datto RMM and many other platforms allows operations to be streamlined within our business. Our helpdesk operates from Autotask daily making it a critial platform for us to function. Review collected by and hosted on G2.com.

It can take some time to get configured to operate the way you like. Cosmetically it looks dated but an overhaul is in the pipeline. Review collected by and hosted on G2.com.

I can access it from anywhere. I have worked with Autotask from home and work with no problems. I access it frequently if not all the time.Also easy to intergret with Outlook and customer support is excellent. Autotask is easy to implement and has a number of features we make use of. Review collected by and hosted on G2.com.

Not easy to edit accounts. I struggled to find where i can edit existing accounts in Autotask Review collected by and hosted on G2.com.

Having tried a number of different PSA products, Autotask was by far the most comprehensive. We are not a typical MSP, and Autotask offered a the flexibility and customization we needed to fit the product to our service offering. Review collected by and hosted on G2.com.

The user interface is dated, but you get used to it. The reporting engine could be a lot better. It would also be nice if it supported integration with Xero without a plugin. But those are small details for which we ultimately found workarounds. Review collected by and hosted on G2.com.

The fact that yu can intergrate it with IT Glue, this is out main ticketing system that we use everyday and its quite easy to grasp how to use it. Review collected by and hosted on G2.com.

The only thing i dont like when doing customer support is when the client are responding to tickets it that the updates are too long but this may just be because of how we set it up, it probably needs tweeking on our side to have it right. Review collected by and hosted on G2.com.

It helps keep client information organized in a manner suitable to small IT consulting firms. Review collected by and hosted on G2.com.

This is a PERSONAL preference; this speaks to MY experience, and relates not at ALL to the quality of the product. It's got a LOT of stuff going on. They tie in to SO many other things that it's often overwhelming. I can see why a bigger business would need it, but for a small shop like mine it seems like too much. I use basic PSA functions, and I buy Datto's backup. I liked the company much more when it was a small business and not acquired twice since it was an independent. Again, it's a very good product, and I probably don't know half of what it can do, but I have seen that implementing features that FOR ME are rather advanced and overly sophisticated would not save time. It's expensive for what I use it for, but AGAIN, that's on me. Review collected by and hosted on G2.com.