Autotask PSA Reviews

The Inside Scoop on Autotask PSA

Comments: While Autotask PSA isn't perfect, it has definitely improved the way we manage our projects and services. The centralization of data, scheduling, resource management, and integration capabilities are all great features that have made our lives easier. However, it's important to be prepared for the software's complexity and occasional performance hiccups. If you can navigate these challenges, Autotask PSA can be a valuable tool for managing your professional services.

Pros:

I've been using Autotask PSA for some time now, and I must admit that it has made a difference in how we manage our projects and services. One of the things I appreciate the most is the centralization of all our data in one place. It has made it much easier to track and manage our projects, resources, and clients. The scheduling and resource management features have been a game-changer, helping us allocate the right resources to the right tasks and projects. I also love the integration with other software we use, like our CRM and accounting tools. It has simplified our workflows and made everything more seamless.

Cons:

Despite the benefits, Autotask PSA does have a few downsides. The first thing that comes to mind is the complexity of the software. It took me quite a bit of time to get comfortable with all the features and options. I wish they had more straightforward tutorials or help guides to make it easier for new users. Another issue I've encountered is the occasional slow performance, especially when generating reports or loading large amounts of data. It can be a bit frustrating when you're trying to get work done quickly.

Still a good product post acquisition

Comments: Autotask is great, billing processes and automation are top notch, it is a very mature platform.

Pros:

We're able to leverage heavily ticket automation in autotask resulting in a very high revenue per technical employee. Feature rich, integration rich.

Cons:

Reporting is so crappy it's barely usable, much of what we use is either basic dashboard level reporting (which is good) or built outside of autotask.

Precicom Review

Comments: As a PSA system, Autotask is working wonderfully for its ticketing system and contract management.As a user of Autotask PSA, my experience is related to sales only and I don't have many good points for the CRM part. Implantations and Integrations are hard, sales process isn't logical and I even had to patch some intern process to make it work. The CRM moduke should receive more updates to make it simpler and more user friendly.

Pros:

Ticketing system is working woderfully.Contract management is easy to use and can profit largely any organisation.Centralized work environnement is usefull.

Cons:

CRM is not easy to use compare to other solutions on the market.The UI/UX should be improved, because a lot of actions a user has to take doesn't make any sense (for example : a new web page always pops up when clicking on a field, which creates a lot of pop up pages rapidly and reduces effeciency).Live updates should be available when updating an opportunity.Duplicate opportunities should be available in opportunity search. Also, we should be able to modify opportunity fields in the opportunity search page and not always have to open each opportunity separatly.When creating a new opportunity, the sales process and the name of the company should appear first and be the first fields to edit, not the sales category.Not easy to connect to other platforms, such as Microsoft Suite (except Outlook).We should be able to call and write to clients from the CRM and keep all these interactions in history related to the opportunity.In opportunity search view, we should have more available columns, such as To Do (which should also be editable).

Feature rich - alway improving

Comments: Autotask has been a great product. We have been extremely pleased to see how the Kaseya purchase has positively impacted the product. We continue to see feature rich updates and improvements in the product that make use easier. We are excited about our future and continue to use his platform.

Pros:

Autotask is a feature rich PSA for the manage services business. The dashboard feature is extremely convenient to help in finding information easily. There are a lot of automation capabilities within the product.

Cons:

It can be a little bit clicky as far as driving into menus to get to desired pieces of information. Once you understand how the system works, it does become easier to implement and change. I would invest resources and time into understanding how it’s all put together, so you can take full advantage of the features. I also highly recommend using their consulting services to onboard this product. It’s too big of an investment to wing it.

Business management made easy

Comments: Using PSA for capture issues within our IT business and simply bill time makes for much less overhead time spent.

Pros:

Easily record issues within tickets and allocate time to bill within one page.

Cons:

Layout or UI could use an update, which I believe is on the way. we make do with the reports but using the custom reports can be difficult.

If ticket communications are critical, Autotask is woefully under developed.

Comments: Very frustrated our initial efforts to emphasise specific requirements around integrated messaging from tickets received assurances and poor demonstrations misleading our understanding of the numerous product limitations. Search functionality of the UI is also lacking and with no option to write or save your own queries we have to submit a feature request to community in the hope of just making common variables such as Website or Contract names accessible from the search form. The fact that Kaseya doesn't even use Autotask is definitely noteworthy.

Pros:

The online chat support staff were both knowledgeable and accessible during regular business hours in New Zealand and in my opinion represent one of the more compelling values of the platform.

Cons:

Email handling functions are woefully out of date. As an MSP providing contract ICT Support for customers it is absolutely essential that we be able to interact with third party vendors on matters related to numerous types of issues where the customer contact does not need to be involved. These issues can be related to licensing, security, cable contractors, etc. In my previous experience with other products such as Request Tracker, FreshDesk and FreshService, ZENdesk, and even Spiceworks, this has never been an issue -- all supported the basic feature of being able to email and receive a reply back as internal update on the ticket. I made concerted effort to spell this out as clearly as possible to during the initial pre-sales demos and was misled to believe Autotask wouldn't be a problem here. Now we are losing track of significant amounts of key communications being documented in our tickets because of this.

Autotask is great!

Comments: Overall, autotask is awesome. I highly recommend to tech teams that need help with customer management and ticket visibility.

Pros:

Autotask makes it easy to keep track of customers, contracts, tickets, and all communication to and from a customer. The portals make ticket queues simple to manage.

Cons:

I do feel like Autotask could have a bit more automation and integrations. An SMS tool would be nice.

A great tool if they fix some of the glitches

Comments: Overall it is really good tool and I can't see us moving from it in the near future

Pros:

Very versatile tool has some great customisation options.

Cons:

When the options aren't customisable at all it really does hinder you.The inventory system could be setup for multiple physical locations.No option for a 24 hour clock

Autotask PSA Review after a use of more than 2+ years

Comments: Excellent

Pros:

Autotask Feature set, Work Flow rules, Notification templates and its dynamic templates to useTicket flow, Problem Management, Contract Details,Azure AD integration feature to set the Contacts sync with Azure AD

Cons:

Nothing at this moment to dislike about the product

Powerful PSA Solution

Comments: Very Good.

Pros:

Centralized business operations management tool which can increase your productivity and profitability.

Cons:

Mobile version needs more features to work around.

Easy to use to manage customers, tickets, and service contracts

Pros:

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.

Cons:

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.

Best MSP out there!

Pros:

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.

Cons:

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.

Autotask psa for MSP's

Comments: Proffessional services automation and control

Pros:

It controls the whole business from tickets to Accounting and getting paid. COntrolling stock, organising engineers, it runs our whole business

Cons:

It is quite expensive but i do think that for the benefits we couldnt live without it really (Dont tell AT they might put our prices up)

Just OK

Comments: As a MSP you need to have one. The client facing ticket portal is unusable. The KB section makes it hard to add images.

Pros:

It is a mature product. Has many features.

Cons:

Hard to use. Has made few improvements over the years. The RMM (owned by same company) integration is basic.

CRM, Time tracking, Support management made easy

Comments: We successfully manage most aspects of our MSP business using Autotask. The entire workflow from incoming requests, time tracking, resource management, contract management, ending with an API workflow to our billing system.

Pros:

From an MSP perspective, this product functions as a CRM, time tracking/management, contract management, and ticket system. You can manage all aspects of an MSP business here with billing integrations available to close the loop.

Cons:

It can be a bit difficult to get started, but this is more of a business process issue as opposed to a product issue. If you have defined your workflow and processes you can translate them easily into this product.

Insufficient

Comments: Implementation is not simple, Cost to Use Ratio is not good.
Confusion becomes high when you need to use so many different software to accomplish a smooth working environment.

Pros:

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.

Cons:

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.

We love Autotask PSA!

Comments: Ease of use, and productivity for the staff. Mobile app makes it easy for people to get their notes in.

Pros:

Everything integrates really well. The techs can easily put in their time entries, and the software exports to QuickBooks very nicely. It also has an internal invoicing system which we use and love. It's hard to go wrong with Autotask.

Cons:

The reporting functionality is amazing, but it has a very steep learning curve. I wish reporting was more drag/drop or more logical. I'm sure it's great once you know it, but many times when playing around you don't get exactly what you expect from reports.

Powerful Helpdesk

Pros:

This helpdesk has a lot of functions. With all the data teams enter in the working day this can help accounts departments with invoicing in bulk with time constraints.

Cons:

For the end user there are a number of fields to input. For example in an MSP work environment, you need to enter the company before the individuals name. Having that requirement slows down input and confuses the customer. The mobile app needs improvement. More investment on making this easy to use on mobiles and tablets is key to allowing engineers to work in the field.

Very easy project scheduler app

Comments: Very productive project management app especially, the scheduling and the reporting part

Pros:

It avails a very productive and professional dashboard, it organizes huge communications on tickets and projects very easy, it facilitates in-line scheduling for phases and related tasks very easy, it allows customize very productive reports and you can schedule when you need to receive these reports automatically.

Cons:

We sometimes face problems with the integration with Autotasks APIs, as sometimes it works and sometimes not.

Autotask: I wish it worked better...

Comments: I like it, but want to like it more. For my basic needs of recording time per project or ticket, it's a pain to use.

Pros:

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.

Cons:

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.

Autotask IT Management

Comments: Remotely manage all computers in a single location and the ability to remotely connect to them with the push of a button. One of the best RMM software that I have used.

Pros:

A lot of features that allows you to do just about anything you can think of. Extremely robust system that is highly customizable for your environment. Ability to monitor computer for all sorts of different functions. Can push out software to computers. Remote connections to computers.

Cons:

There is nothing to complain about here. Sure there are a few small things but all software has it and its nothing worth mentioning.

I have been working in IT for well over 10 years and used many ticket tools, by far the best.

Pros:

Can make tickets quickly and easily and anytime I have trouble I can contact support by phone or chat and they are always super helpful. I also like the email to ticket functionality.

Cons:

When people send an email to our support address and CC other people on it, others will reply all and create additional tickets and Autotask does not do anything to prevent this, it just creates duplicate tickets.

Poorly implemented

Comments: The program is primitive, poorly laid out and definitely not user friendly. The latest upgrade as far as I can tell was a step backwards for efficiency.
I am not sure who codes this program but they have never set foot in a working environment and for something to be useful that is an experience that is a must.

Pros:

The concept is sound and the fields are useful.

Cons:

The windows are not laid out in an efficient manner.

Alright Autotask PSA

Pros:

We use Autotask for our ticketing system. It is overall pretty good with some quirks. Time entries are built into ticket notes so that is helpful.

Cons:

To get user privileges correct takes trial and error. Also, most of the time when there is a major update Autotask crashes for a while.

Autotask

Comments: I used Autotask on a daily basis for over four years.

Pros:

I like how customizable the dashboards and widgets could be. Also, the Global Notes Search has been a lifesaver on more than one occasion.

Cons:

Sometimes there were too many options when trying to run reports that I couldn't figure out how to get exactly what I wanted.