Autotask Reviews & Product Details - Page 13

- the support team

- workflow rules for nagging resources and company contacts

- multiple contract billing types for improving revenue Review collected by and hosted on G2.com.

- live mobile is better but still needs work.

- CRM opportunities is pretty bad and does not allow for time entries. There are clunky workarounds

- win opportunity wizard is really bad It is steam lined for all contract types. Does not work with recurring contact - per contact billing product

- the standard PSA of perform a lot of sweat equity for achieving client payment is not realistic sales process.

- roll out of the product should be three types wizard setup and not a two year journey of molding

- onboarding new resource training takes a substantial investment of time. Need a way to vet resources that are able to perform frequent and thorough communication; and our process oriented from the get go. They will fail hard utilizing the PSA if they do not have these qualities Review collected by and hosted on G2.com.

The customizable features of Autotask has been very important in how clients email us to reach certain queues. We use the platform a lot in meetings as well so custom dashboards has been valuable. Review collected by and hosted on G2.com.

Sometimes if too many ticket emails are created too fast, then it can result in some bugs. Sometimes contacts gets messed up for ticket creation to a specific organization. Review collected by and hosted on G2.com.

I like how it helps keep me organised with what tasks need accomplished. Review collected by and hosted on G2.com.

I find it difficult to create templates for reoccuring issues and havent easily found good documentation on how to do that. Review collected by and hosted on G2.com.

Autotask users since 2008 back when we were a break fix shop. Utilizing Autotask PSA we transformed into an MSP and now a TSP 15 years later. We attended several AT consultancy calls which transformed our business processes to be as efficient as possible during our transformation journey. While some modules are a little rough around the edges (Reports module), it was just recently announced at DattoCon that it's finally get a revamp after 15 years of being on the same platform. The automation, workflow rules, contracts, ticketing, and billing are not perfect. However, if you spend the time at the beginning, you can configure and massage the system to be as efficient as possible with fine tuning along the way as feature updates are released. Review collected by and hosted on G2.com.

The reports module is a relic, on the original platform since we onboarded in 2008. Desperately needs some TLC. The Workflow rules also need work, they have been releasing newer features as time goes on but its still limited when it comes to IF THEN ELSE OR statements. The "OR" option doesn't exist for a lot of options, so it requires more WFR's to get what you need to get done. Contracts/Billing sometimes can be finicky with approve & post items. Once in a while something doesn't push like its supposed to which requires an unpost/invoice void, then modify to repost to get them to bill properly. The Projects module also really needs TLC, most MSP's don't use this module and instead use a 3rd party Project/task manager instead. DattoCon this year also said this module is getting a revamp, so we are looking forword to that. Review collected by and hosted on G2.com.

What I like best about Autotask PSA is its ability to seamlessly integrate various aspects of our business operations, from ticketing and project management to billing and reporting, all in one platform. Review collected by and hosted on G2.com.

One thing I dislike is that its complexity can be overwhelming for new users. The extensive features and customization options have a steep learning curve, which might require a significant amount of time and training to fully utilize. Review collected by and hosted on G2.com.

All of the reports to help status report presentation Review collected by and hosted on G2.com.

Some reports include hundreds of company employees, even those are not included in may projects. Review collected by and hosted on G2.com.

Kaseya continues integrating other products into Autotask to make the MSPs life easier Review collected by and hosted on G2.com.

Some minor outages that cause issues. Nothing major. Review collected by and hosted on G2.com.

We use Autotask in combination with Datto RMM and a few other integrations. Usage is on a daily base ... multiple times a second within the company to be precise.

Autotask allows us to have tickets automatically created from multiple sources which allow our own support and engineers to fullfill their jobs easier.

Also setting up features ranging from default questions that need to be answered for specific tickets makes it easier to have clear information all around.

We also have our sales deparment that work with contracts within Autotask to allow for a better financial clarity with the customers. Review collected by and hosted on G2.com.

There are some limits in regards to API requests for some integrations which make it so that extremely large quantities of data can end up reaching limits and being blocked (due to performance reasons).

Datto support luckily is helping us to find ways around this together with the creators of the software that need the API Review collected by and hosted on G2.com.

I like the easy to use and the integration it has to the other software we use. Review collected by and hosted on G2.com.

Mobile app could be a little easier to work tickets. Review collected by and hosted on G2.com.

The way it handles our IT tickets and contracts Review collected by and hosted on G2.com.

Only thing I would improve on is the search function. Would prefer to be able to search across all sections without having to select the one you wish to search in. Review collected by and hosted on G2.com.