Autotask Reviews & Product Details - Page 4

Autotask has good layout of the UI and work flow. I have used it through several generations since 2014 at 4 different MSPs. Prior to that I used nAble and TigerPaw. Since Kaseya purchased the platform, I have seen an increase in the development cycle to fix bugs and improve the product with new features and integrations. Review collected by and hosted on G2.com.

My main dislike is that it was acquired by Kaseya. But so far I have not experienced that to be a detriment. Otherwise I do not have any complaints. Review collected by and hosted on G2.com.

After using different tools, Autotask has the most functionality, better reporting and the best customer support possible. We have used it now for 7 years and the return on investment has been great. The integration piece to IT Glue and Datto RMM have saved our technicians hours upon hours. My team love using it. Review collected by and hosted on G2.com.

Small issues that can be environment specific. Review collected by and hosted on G2.com.

I like that all of my tickets are displayed in one place , as I use it almost everyday , I can easily organize my work and contact my clients, it is easy to implement with other applications as well , and if I face any issue that customer support is very helpful, Review collected by and hosted on G2.com.

There is nothing in particular which i dislike about Autotask, But I will surely give feedback if I find something like that in the future Review collected by and hosted on G2.com.

AutoTask has been a game-changer for our business. This IT business management platform has significantly enhanced our operational efficiency which we frequently use. With features like project management, time tracking, billing, ticketing, and comprehensive reporting, it integrates all the essential business functions we need into one platform.

The project management tools have ensured that our projects are completed on time and within budget, boosting client satisfaction with ease of integration and implementation. The precise time tracking linked to billing has streamlined our invoicing process, reducing revenue leakage. The ticketing system efficiently handles customer support requests, ensuring timely resolutions.

Automation of routine tasks has freed up our team to focus on strategic activities, allowing ease of use, increasing productivity and reducing errors. The detailed reporting and analytics provide valuable insights into our business performance, guiding our strategic decision-making.

Overall, AutoTask has been a valuable asset, improving our service delivery and driving growth. I highly recommend it for any business looking to streamline their operations! Review collected by and hosted on G2.com.

One thing I dislike about AutoTask is its steep learning curve. It takes some time for new users to get fully comfortable with all its features. However, once we got the hang of it, the benefits far outweighed this initial hurdle. Review collected by and hosted on G2.com.

Autotask PSA is a huge platform. It's designed to allow an MSP to function end-to-end and it integrates easily and usefully with the preferred 3rd party (Kaseya & things listed in the Autotask Integrations page). It also allows for integration with non-preferred and custom platforms (using an API) but going custom isn't as easy.

There is probably more available on Autotask than an MSP intends to use - but those 'excess' features are room to grow and something to aim for. Like a framework of operations that an MSP might be lacking or not tracking in Autotask. For instance, HR, timesheets, and vacation time. You don't have to use those features -- but they overlap heavily with tracking time on tickets and projects, with scheduling and operations forecasting. It's like going to a theme park for a single ride but seeing there are other rides you want to try.

Additionally, Kaseya offers 1 hour of dedicated engineering time per quarter, per product. You can use this for general education, or for purpose-suited education. I've used it before to make sure I was using features to their fullest. We recently encountered a need to ensure we were billing a block-time client correctly and our internal meeting on that decided to use an hour of engineering time to ensure we were doing things correctly.. We'll probably need to adopt another basic feature of Autotask, but that's OK and expected.

Autotask benefits from the Kaseya integrations and additional platforms. Things like "Kaseya One", "IT Glue", and many other of the Kaseya platforms readily contribute data to either Autotask or IT Glue, and both AT and ITG communicate with one another.

I like the combination of Autotask + Outlook + Google Workspace Sync for Outlook -- it allows my Autotask contacts & calendar events to make it to our Google Workspace, and puts our scheduled events on our calendars which we can readily see in Outlook, in Google, and on our phones. Review collected by and hosted on G2.com.

1. There's a bit of 'nickle and diming', perhaps I'm a bit jaded by our onboarding experience, but we found that there was no way for clients to get tickets into our system -- the ability to process inbound emails and a client-facing portal were addons which we had to quickly adopt to be able to function in autotask. Though, with the API access, perhaps we could have rigged our own inbound and outbound processing method.

2. After 7 years of autotask, we're basically only using the service-desk feature for everything. We've barely made inroads into scheduling and dispatch features. There's just so much to it. That said, we are a 3 person MSP.

3. The built-in reports are not great. They feel purposely hamstrung and obtuse. It's not outright apparent until you have a specific need which higlights the deficiency.

4. There's no way to readily export your data - if you want a copy of it, you have to request an SQL DB be exported and that costs $150

4-a. You could potentially export using the API access.

5. There is no 'backup' or 'restore' feature - especially in regards to changes made via API. So if you're going your own route, you need to be sure you can back up and restore your system.

6. It's difficult to show all ticket notes. After a certain # of child-notes, the notes are nested and hidden.

7. There are little things which aren't possible.. Autotask's workflow rules get you 90% there but you'll find that some things are missing - for instance, requiring time be entered on at ticket containing notes, or changing a company based on the subject of a ticket (in instances where you're using a generic reporting account)

8. It's a little slow.. 4 or 5 seconds to open a ticket, to close a ticket and have the other pages refresh.. it quickly adds up. I use external time tracking software and it says I spend about 3 hours every day in autotask, actively typing or searching. Review collected by and hosted on G2.com.

Autotask's ease of use and variety of ways to accomplish tasks. The feature sets are impressive and they continue to innovate the platform to become more efficient. Every new hire we bring into our organization comments on how quickly they are able to navigate the interface and become familiar with the program. Review collected by and hosted on G2.com.

There are so many features that we are not taking advantage of them all. After using the platform for nearly two decades, we are still limited in self service cleanup. For example, deleting accounts requires professional services engagements. (Only if those accounts have tickets, opportunities, etc associated with them) Review collected by and hosted on G2.com.

It ties into all other Kaseya Products that we use. Review collected by and hosted on G2.com.

I cannot view time entries in read-only format to confirm that I marked them as onsite once the ticket is complete and instead I have to reopen the ticket to check the status.

Viewing time entries is a chore. I cannot get granular enough and click on a single day and instead have to view all my time entries for the week.

I have to click between multiple views instead of being able to sort by time and day.

This part of the software feels like the developers thought it was good enough instead of making it as seemless to use as other parts of Autotask.

Why do projects not allow me to enter a time entry and instead only allow me to enter a block of time without utilizing the stop start feature? Review collected by and hosted on G2.com.

We appreciate the seamless integration with all of our Datto and Kaseya products, the ability to track tickets and stay on top of our clients' needs and the awesome support we receive. Review collected by and hosted on G2.com.

Products do not work well with phones and tablets and there are quite a few limitations and clunkiness when using from phones/tablets. Review collected by and hosted on G2.com.

Workflows, the ability to integrate other 3rd party software like timezest. Review collected by and hosted on G2.com.

Can't think of anything that I don't like most things that seem difficult or not right tend to be workflows or settings that haven't been set up correctly Review collected by and hosted on G2.com.

I like the PSA side, I hope to get more work done on the billing side, I am excited for this upcoming year's updates , which hopfully will be better

I would like to be able to work on the invoice the same as working on the quote, the billing side should be similar to any invoice, you can edit and adjust after creating without voiding the invoice

I hope we can see partial payment on invoice too Review collected by and hosted on G2.com.

Billing and invoicing are not as good as other PSAs like connectwise

I hope they can have some new features for invoice side Review collected by and hosted on G2.com.