Autotask Pros and Cons

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.

The PSA tool is critical for client management, ticket generation, follow up and time reporting. The RMM platform that is built-in provides the instrumentation to know whats happening on 100' s of client computers and systems. Review collected by and hosted on G2.com.

Autotask is a sophisticated and at times complex tool to use and requires some dedicated time to understand and utilize to its potential. Review collected by and hosted on G2.com.

We love all the integrations, especially with Quickbooks and the app is fantastic. Our techs can also open a ticket and "start the clock" when they are onsite then hit record to track their time for an exact and accurate description of what they did and how long it took. It's also not only great internally to be able to track in real time where are techs are at, but also creates an audit trail in case customers dispute the hours billed. Review collected by and hosted on G2.com.

We wish there was a better way to utilize contracts and rates. The way we have ours set up is to apply a T/M contract to a recurring contract in order to get discounted hourly pricing, but when you want to raise your prices, you have to go under each contract and do it manually. Review collected by and hosted on G2.com.

I started with using Quickbooks for billing and then went to a program used predominately for printers. Compared to the two it's amazing. The ease of invoicing and what the program can track far surpases what the other two programs could do. Once set up properly this program just works with a few clicks. I only have to make minimal corrections in order to be able to get invoices out. Before I would have to painstakenly review everything and manually count hours included vs excluded. Review collected by and hosted on G2.com.

I never had to setup a program like this before so I would say setup is the most difficult part. We are constantly having to tweak the way things work. The other programs I used were already mostly setup so this process has been daunting. There is a lot of great information out there to help between the reps, kaseya university, core videos, etc but it's still a lot of work. Lot's of trial and error. Review collected by and hosted on G2.com.

It has everything for an MSP. It's not built for 'internal IT', it's built for MSP usage and it's BY FAR the most complete PSA system.

We do not use any other (3rd party) software, we use CRM, create our quotes within Autotask, use projects, even billing.

All of our contracts reside within Autotask, service desk, tickets, tags, reporting, knowledge base, even procurement, you name it.

The system is also highly customizable, we're now in the process of automating things and it's API features for integrations are very good.

In terms of use it's pretty straight forward (for IT people, hence I mentioned it's made for MSP's), the same goes for the implementation, if you're in the IT business it's pretty easy to do.

We're using Autotask since 2012 and it's only gotten better, thre's not a day which passes without using Autotask for us. Review collected by and hosted on G2.com.

It's now in the hands of Kaseya, which unfortunately results in a terrible back-office/support.

Forums, Facebook groups are filled with complaints and even though we never had any issues in the last 10 years, issues magically started arising since Kaseya took over.

Not issues related to Autotask (PSA) itself, but everything around it: billing, support, back-office, ... Review collected by and hosted on G2.com.

I made the switch back in 2012 from outlook tasks to a PSA. AutoTask has been a great choice for my company and we continue to adopt better ways of doing things as the system improves. Widgets is my favorite. Big game changer moment in looking at data. Review collected by and hosted on G2.com.

Reporting is still very weak and the reporting editor is not awesome. We end up pulling our own reports from the data warehouse.

I would also say that the frequency of updates is for good reason but sometimes breaks our other integrations, so we are constantly on our back foot when this occurs. There is also a gap of knowing what the new features are because they are rolled out so frequently. I have not found a good way to keep up. Review collected by and hosted on G2.com.

For me personally it's the amount of data it collects, allowing me to create very specific and niche widgets to capture information that I perhaps wouldn't be aware off. Traditional MSP life is all about First Response and Resolution, but with Autotask's PSA I can review engineer average time, their optimization, their workload, and more. It's very easy to manage and the meat and brains behind all of the automation (speed codes, email templates) can really speed up tasks and give customers a great experience.

I love that it integrates with our other applications very well for a pretty seemless experience.

In my career I have used many PSA's and ticket systems and I can say AutoTask is the best I have used. Review collected by and hosted on G2.com.

Too much focus on time, which takes time to document, and so is often inflated. It's not very friendly for somebody who is new to it, but that's purely because of how much it has to offer. Review collected by and hosted on G2.com.

AutoTask is versitile and customermizable to the needs of the business and easy to setup and use. it integrates with many other sites and is great for a daily tool to be used. Support has always been helpful as well. Review collected by and hosted on G2.com.

There is nothing I can think to improve this as there is always new stuff coming. Review collected by and hosted on G2.com.

I prefer using Auto Task over our old ticket system because, despite the initial learning curve, it offers many new and engaging features that significantly improve my workflow. Review collected by and hosted on G2.com.

I found the learning curve to be quite steep, and customizing the dashboard felt more like a trial-and-error process, as the options weren't as intuitive or flexible as I had hoped. Review collected by and hosted on G2.com.

It just works, the workflow makes sure that all departments know what they need to do it when they need to do it. Review collected by and hosted on G2.com.

The Admin console is not the most user firendly. Review collected by and hosted on G2.com.