Autotask PSA

A great tool if they fix some of the glitches

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

Puntos a favor:

Very versatile tool has some great customisation options.

Contras:

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 Tops CW and other Ticket Systems

Comentarios: Autotask is a clean solution to IT ticketing needs that can otherwise be a complete mess to sort through.

Puntos a favor:

Autotask is highly customizable and sorts everything into queues easily. AT tracks more aspects of the business than other ticketing platforms I've used.

Contras:

Autotask has an intricate back-end with many rules and settings... sometimes the rules can overlap each other and it's not always clear where to find the solution if a taskfire is misfiring or failing.

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

Comentarios: 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.

Puntos a favor:

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.

Contras:

Email handling functions are woefully out of date.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 a sledge hammer for a nut?

Comentarios: Overall its doing the job so we continue to use it. It is expensive for what it is but if its not broke don't fix it.

Puntos a favor:

Its thorough and excellent when working with multiple organisations.

Contras:

Its very convoluted. This means its very flexible for sure but it can also be a bit of a mine field.

A decent ticketing tool but lagging behind the competition

Puntos a favor:

We have used Autotask PSA since before I joined the company in July 2015. We are well used to it. It's been fantastic for managing service desk requests and incidents. We've also extensively used the TaskFire option to allow customers to manage tickets natively. This ability to collaborate has been very valuable and lead to reduced wait times and ticket-ownership confusion.

Contras:

We have been looking for other ticketing solutions to gauge the features we have. In every single tool we've found that they all mirror what Autotask can do. There's nothing special that sets Autotask apart. In fact we ended up using IT Glue for knowledge management and password management in 2017 because the inbuilt tools in Autotask were so bad. We're currently in the process of moving to ServiceNow.

After 6 months of use still not working

Comentarios: Horrible

Puntos a favor:

Seemed to have a lot of potential because of the integration with datto RMM but after 8 months never worked properly.

Contras:

The integration with Datto RMM did not work properly tickets not being created, sometimes slow and issues when logging in to the portal. Had to give up since I wasted too much time with support to try to get it resolved.

AutoTask Reviee

Comentarios: AutoTask gets the job done and I have used it for many years, but I’m sure better alternatives exist. Kaseya has thankfully taken over the product and they are making regular efforts to improve it.

Puntos a favor:

It gets the job done and is a competent ticketing platform.

Contras:

Convoluted design. Way too many menus. Not easy to navigate. Having to always put a ticket in edit mode for every little change is annoying. The product feature suggestion board is a waste of time. People have to vote on your suggestions before they’re considered. The system is not great.

Used for Many Years, Good Product

Comentarios: Overall I enjoy using AutoTask. I have been using it for almost 10 years across two different companies and have come to know it very well.

Puntos a favor:

The overall presentation, use and customization of Autotask is what I appreciate most. It's easy to use, provides plenty of customization options and functionality that you can tweak to suit your needs.

Contras:

It can be cumbersome to find exactly where to adjust something on the backend. Due to the amount of customizations, searching can be tricky.

You get out what you put in

Comentarios: I use Autotask daily to manage projects, tickets, contracts and pull reports required to fulfil my duties. Other than Teams and Outlook, its the platform I rely on most. Autotask is infinitely customisable so almost any business problem can be solved. Workflows allow automated events from notifications to status changes to be configured based on an unlimited list of triggers. Contract management and time entries for billing are a critical component of what MSPs do everyday. We use APIs to solve problems that can't be solved inside Autotask.The project management module is under developed though. Its impossible to view project tasks in a Kanban view and Autotask lacks features common in other platforms to make managing agile projects simple. If Autotask hadn't been so deeply integrated in our organisation, I might well be using something else for managing our projects. The procurement module is similar. Its apparent that the majority of Autotask's development budget is spent on the ticket management system. The knowledgebase section works well, but lacks the UI to make it a go to location for storage of the entire business's knowledge. It would be great to see some AI integration to assist engineers to solve tickets by suggesting fixes based on KB articles.

Puntos a favor:

Autotask provides a platform that covers almost everything required by an MSP that takes its business seriously. Its infinitely customisable and can be configured to do almost anything. The ticket management system is excellent and the integrated contract and time management features are indispensable for MSPs that sell many different services.

Contras:

The user interface is outdated which can make the platform difficult to use and configure. The project management features in Autotask still feel neglected and lack many features now considered to be basic by modern standards. The procurement section is also cumbersome and lacks the flexibility needed by most businesses.

Autotask is great!

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

Puntos a favor:

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.

Contras:

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

AutoTask is Amazing!

Puntos a favor:

I absolutely love AutoTask - it's easy to work with and manage tickets effectively.

Contras:

No comments - no negative comments on the platform

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

Comentarios: Excellent

Puntos a favor:

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

Contras:

Nothing at this moment to dislike about the product

Switch to PSA

Puntos a favor:

The product is so much easier to use compared to BMS

Contras:

At the moment there isn't really anything

I love Datto products

Puntos a favor:

You can automate anything you want with no limits

Contras:

It is too complicated for new users to learn

Our hub for delivery of Managed Services

Puntos a favor:

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.

Contras:

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.

Solid solution with lots of integrations

Comentarios: Overall Autotask has been a solid solution for our MSP. As we grow, we continually discover features within the PSA that we didn't know we had and/or needed. This has helped keep our costs down since we don't have to add additional toolsets from other vendors.

Puntos a favor:

Autotask PSA allows us to handle much of our work from a single platform. Their extensive integration with vendors allows us to quickly link to items, such as asset details, directly from the service ticket. The integration with distributors helps with contract management, as purchased licenses with the vendor automatically get added to the service contract in Autotask.

Contras:

The design feels dated and not as intuitive as other solutions we've tried and in spite of several new releases, the overall UI doesn't appear to be changing.

Autotask PSA Review

Comentarios: Very good, nice team, easy to talk to, does everything we need to and some more.

Puntos a favor:

All in one facility/features bar exception of a RMM, but that is another product also provided and integrates so all good. Designed for our industry.

Contras:

Cost, maybe some archaic features that could be better. Report feature needs a degree to understand, "everything extra" costs.

CRM, Time tracking, Support management made easy

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

Autotask PSA has been a game-changer for our company.

Puntos a favor:

We love that we can go from prospect to invoicing in one solution.

Contras:

That it can be too complex, need a "lite" version

We love Autotask PSA!

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

Puntos a favor:

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.

Contras:

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.

Good PSA but the API requires major developments and functionality enhancements

Comentarios: Overall a good PSA however needs major improvements to the API because right now it feels like they made it just to show off they have an API because it has so many limitations.

Puntos a favor:

Feature rich.Good for documentation and tracking tickets and device details. The workflow system is good.Mostly flexible.

Contras:

Not user friendly- takes time to learn. API needs a lot of development - cannot merge using API, Attachment size limit that doesnt make sense at all? Reporting section can be certainly improved. Allows only three IP's to the warehouse.

Poorly implemented

Comentarios: 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.

Puntos a favor:

The concept is sound and the fields are useful.

Contras:

The windows are not laid out in an efficient manner.

Good tool, but needs improvement and enhancements

Comentarios: Autotask has lots of management capabilities for Managed Services Providers in the IT industry. They have a lot of functionality and fields available. However, one frequent comment is that it takes too many clicks to complete a task. Also, overall effort tracking of a team or individual is not that straight forward

Puntos a favor:

workflow rules and management of inbound emails. Dashboards for your team, account or individual

Contras:

When we add custom fields, we should dont have an option to place it in the section / category we like. Sometimes, the support takes lot of time to get back even thought the issue raised is very critical

Autotask Review

Comentarios: This is collaboration at it's finest.

Puntos a favor:

I like how it ties to all of our platforms like quoteworks, kaseya, etc. You are able to track everything in an existing account so that the whole company is on the same page with a particular account. There is no reason that information should be missing.

Contras:

You are not able to scan business cards and have them directly upload into a new account. This would save sales reps so much time on the administrative side.

Needs more focus on documenting

Puntos a favor:

I really like the interface in Autotask. It is clean and easy to navigate where I need to go. The number of applications that we use that integrate directly with AT helps us to work smarter not harder. Everything from RMM tools to accounting packages all have very solid integrations. The help function is responsive in what it returns on searches and I can usually find something to answer my question quickly.

Contras:

Things I dislike include: the low set number of tickets I can have in a search list show at one time, the CRM module is antiquated and unused by us, the project module could be much easier to work in regularly and the mobile app needs to be revamped.