Autotask PSA reviews

Easy functionality is important because i work as a one man team

the support is impossible to get through to in critical times

This software has been great. It took me a while to get the hang of it. I am still learning the ropes, and I am into it for 2 months now. The staff has been very helpful in getting me onboard. I have not used all of my included support call time yet.

The learning curve is steep. You are only allowed 3 hours of free phone support to get started. Be careful with utilizing it to the fullest.

It integrates well with just about every other tool/system we need it to.

Due to its large feature set and flexibility, there is some unnecessary overhead for a company of our size (2-3 person shop).

I manage my clients and my team through the PSA. Trouble-tickets are great, the queues are all very versatile and easy to manage. We have automated alerts, calls, and client-submitted tickets and screenshots all populating to an active queue.

The "Site Configuration" and basic details of each site could be a lot better organized. Right now, if you want to store a bunch of passwords or configuration details of any one site, it can be cumbersome and difficult to find what you need. Similarly, attached pictures or other attachments for the clients can be tough to find.

Autotask is about automation. It makes ticketing and billing processes standardized and automated.
It has become our central repository for information. All service related issues, time spent, contracts, hardware, etc goes in there. I tell my team all the time, "If it doesn't exist in Autotask, it didn't happen."

Autotask support has historically been difficult, but is getting much better.
Reporting is very powerful, but also VERY difficult to get your arms wrapped around it. It isn't something you do on a whim. If you have time to spend with it, you'll get good data. If you don't have time to spend, make sure you pay for some Autotask consulting time to help you.

easy to use and implementFull of features and self-designable dashboards and workflows

it's so full of features that makes it hard to decide where and at what stage in implementing you should start using them

- Tons of integrations- Dashboards can be customized easily

- 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

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.

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.

Good dashboarding for presenting data. Report self service is okay. Good integration between crm and service desk.

Cmdb is weak and clunky. Would be better if solution included some of the 3rd party tools needed to be an efficient MSP.

I really appreciate the level of customization that we can implement on tickets, assets and workflows. It allows us to reflect our specific needs on the app, and avoid mistakes. The interface is very pleasant as well, altough I am not a fan on the recent changes following Kaseya's purchase. Just not a fan of theyr color and fonts, and it lost a bit from the previous UX.

It can be complex to implement and overwhelming. In particular, there should be some help in order to ensure the basics can be setup in accordance to best practices without much effort. There is the risk of losing yourself customizating worflows and tickets with a lot of detail, to later realize a lot of changes are required to fix some incorrect first steps.

Ticketing with Autotask saving a lot of time and efforts, it facilitates the communication between all stakeholders including our clients, allows internal notes on the ticket controls what the client can see and what is not, adding user defined fields allows us to generate more meaningful reports related to our business and our needs.

Managing projects is very productive with Autotask, as I can create a project and add some phases, and for each phase I can add what ever required tasks with a very effective hierarchy, also it updates the phase's status automatically when all related tasks completed.

It has a very powerful dashboard to list all project's status and other very helpful statistics, also the recent feature saves a lot of time searching for the same issue or ticket I just opened from a while.

It is very reliable, bugs free, has no performance issues an with a very good and friendly UI.

Why there is no feature to generate Project management charts like, network diagrams, WBS, Gantt charts from the current open projects?

There's really nothing out there I've found that's comparable. The integration with other programs like N-Able, QuoteWerks and QuickBooks pretty much make AutoTask a one-stop-shop. I love that AutoTask has so many features that allow me to service our customers all in one place. I've been using AutoTask for over 4 years and I'm STILL finding new features available! They also seem to value its user's input. Over the years I've seen them make many improvements to their user interface, and a lot of them were highly requested by users on their message boards, so it's nice to see that they read those and make efforts to incorporate much-needed changes.

The fact that AutoTask has so many features does make it difficult to navigate and set up the system initially. Because of that, most of the problems we've had with AutoTask have boiled down to being user-errors, which I can't fault AutoTask for. As an admin, it's just that there's SO much you can do and customize in AutoTask, it becomes very overwhelming knowing where to start, and knowing how to set up all the pieces in a way that will make the system easy to use for our normal tech users.

I am using it for project management and it proves to be very useful tool for it.

Little bit confusing at the begining. But soon I catch it up.

The best part of Autotask is the promise for what it can do. It sould work as a single service for managing projects, customers, and time keeping.

The worst part of Autotask is the user interface. It has most of the functionality I need, but it is just frustrating to use. The UI changes enough every release to make it hard to keep up. the changes only seem to make it harder to use.

Onsite Support: you can get customer signature for the work performed on mobile phone.
Can refer back to the service tickets if they are filled accurately each time.

Does not provide a good Calendar view for Work distribution and management (It is crucial)
Purchased it thinking we will be able to use it as CRM as well. Very basic CRM unusable.
Gets expensive as you grow your team.

It is great for startup companies but not for companies that are growing and offers tools like big boy enterprise applications, and you can get up and running quickly.

I have been suggesting in the forums for years to have a way to remove in a simple and easy "select all" for graphics that are attached from the email parser and clutter up tickets, and no response. Recently I was in a webinar and pointedly asked about why this was not included in the update and crickets..... it is the little things that annoy folks over time, and having to scroll through every signature graphic and html goop and clean up ticket for easier use. The support staff for plugins like procurement and sales are also annoying...

Autotask can do alot. In fact, it can do so much that you can be overwhelmed at times. Also, it almost always works, with very few service delays or interruptions. It wasn't until I switched PSAs that I realized how good it is.

It's pricey. Doing a single operation can open 3 to 4 windows. Not always super intuitive. Inventory doesn't support UPC codes.

The software allowed me to keep track of all of my tickets, and project tasks. I was able to easily pull up what I needed to know about our customers, and what I was working on. It was very easy to use.

There really wasn't anything I didn't like about the software. It was easy to use, and I was able to get my work done, quickly and efficiently.