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Small, medium and large companies of all industries looking for an all-encompassing solution accompanied by a powerful, process automation system, 3rd-party integration and a flexible API.
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I appreciate the flexibility of the system, once you learn the different levels of details it contains. The customer support is fantastic and really responsive.
The backend of Alloy is very confusing. Trying to change simple things can be extremely difficult since there is no search functionality and no documentation online.
The help desk and software licensing components really save a lot of time and are easy to use. I've been able to use the software licensing piece to fulfill a Microsoft audit with ease.
It might just be me, but I find both the Activity and History tabs to be confusing / overwhelming at times.
I have used this product over many years and enjoy the ease of use and implementation. In the rare event of any issues the support team are excellent and solutions are found very quickly.
We currently use a system where every call we get we have to input a ticket ourselves in full detail, its not horrible by any means but there is an inconvenient factor to it.
For help desk technicians this is a very easy to use app with lot of possibilities of customization. The asset inventory and configuration part is very useful and very simple to configure.
There is not enough sync customization that can be manipulated or adjusted for AD sync.
It is very reliable, bugs free, has no performance issues an with a very good and friendly UI.
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.
Autotask is great, billing processes and automation are top notch, it is a very mature platform.
The worst part of Autotask is the user interface.
I really like the interface of the website and the depth of functionalty to assist running a service desk is really great. Superior software for the price.
Sure you can filter devices by the info, but to actually pull a report, its painful.
It is great for documentation and tying it to the company. The ticketing works well and the alerts are great.
It's a bit different than all the other systems I have used. I really fancy the fact it has a stop watch to time the work you do.
Jeremey K.: My name is Jeremey. I'm the operations director at Global Mac IT. We're a Mac-based managed service provider and I give Autotask a rating of four out of five stars. When we were searching for a new PSA, we initially started looking at ConnectWise and also Halo PSA. Those two options did not fully integrate with a lot of the other services we use. So it didn't make sense for us to move those and we were coming from a ticketing system called Teamwork, which had no integrations whatsoever with it. For us, we use a lot of the Kaseya services. So the integrations between IT Glue and Datto RMM made a lot of sense for us for automated documentation. Also, the customization of Autotask, we could use it to create different workflows. It worked to pull in documentation automatically and the various notification templates that we were able to do just made it a lot easier for our team to go in and start helping our clients. It is a pretty large undertaking to actually get onboarded. The nice part is Kaseya has a team of integration specialists that work through the onboarding process with you. We had multiple meetings with them and if we needed to schedule more, we could. But they also provide continual support, which is fantastic. The biggest thing would be look at all the integrations that it could do. Autotask is one of the main players with the PSAs. So it integrates with a lot of various different softwares, not just Kaseya products itself. So make sure you're looking into that when you're going to another solution. It's also super helpful to take advantage of any kind of onboarding that they would offer you. Any kind of meetings, additional support afterwards that's going to help you be successful in the long run.
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