Autotask

Autotask PSA

4.5 / 5 37 reviews


Average Ratings

37 Reviews
  • 4.5 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $50.00/month/user
  • Free Demo
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Support
    Online
    24/7 (Live Rep)

Vendor Details

  • Autotask
  • www.autotask.com
  • Founded 2001
  • United States

About Autotask PSA

Autotask Pro is a complete business management platform specifically designed for technology solution providers - integrating CRM, Service Desk, Contracts, Projects, Billing, Reporting and more - accessible from anywhere, any time. Now you can manage what matters.


Autotask PSA Features

  • Billing & Invoicing
  • Client Portal
  • Collaboration Tools
  • CRM
  • Document Management
  • Portfolio Management
  • Project Management
  • Proposal Generation
  • Quote Management
  • Resource Management
  • Time & Expense Tracking

Autotask PSA Reviews Recently Reviewed!


Autotask PSA / CRM is a very feature-rich product

Jun 21, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Central client management, which integrates well with dispatch and scheduling. Billing and contracts are also managed by Autotask. It's a central area to basically manage all of your clients, from their demographics and contact info, to their contract types, to time-entries for the techs and finally invoicing

Cons: It can be confusing to learn the system, since there is so much there. It's best to have certain employees focus on certain aspects of the service.

Used this program for two years as the department service management system. I was named a champion

Jun 11, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Had a wide variety of modules and a solid work flow engine. Made appropriate recommendations for additional and followup actions. Front end was a intuitive GUI .

Cons: Work flow engine made decisions that could not be easily reversed. Constantly opened asset tracking modules contrary to our data collection strategies. Unable to integrate material purchasing and reporting software hence autotask produced invoices that had to be exception ed out of inventory. Accounting software engine was based on quick books hence it was never able to integrate with the one write enterprise accounting software. Independent financial auditors were not willing to verify accuracy of the spread sheet nature of the accounting software. Our work around was to abandon the accounting module, AutoTask did not give a refund.

Overall: Was able to fill the service management needs of a large field service division.

Capterra-loader

You don't know what you have till it's gone...

May 17, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
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Pros: 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.

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

Overall: It did the job it was supposed to do, integrated well with other titles, and is a polished, mature offering.

New to the software. It does SO much!!

May 08, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: I am able to track everything!!! My time, my expense reports, my notes on every account, create projects (project management), assign tasks, to-do's, tickets etc. Keeps you highly organized. Our entire company thrives off of this software and it is an instrumental tool in our success.

Cons: It's a little hard to learn, but once you do it on a consistent basis you get used to it. It's a lot to learn, and there are some YouTube videos that sort of help, but not really. Just start using it, and it will come a little more naturally.

Overall: The success of our organization literally depends on Autotask.

Powerful Helpdesk

Apr 19, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

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.

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

Apr 14, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

great for prioritizing helpdesk tasks

Apr 09, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: ability to keep track and prioritize helpdesk tickets. many functions and options . fairly user friendly and very descriptive. love to use the dashboard to keep track of all my clients tickets

Cons: it can sometimes be a little to detailed and take awhile to create a simple ticket. short codes are complicated to create. autofill for somethings would help alot to cut down on time

Overall: management of helpdesk and setting priorities

Autotask IT Management Streamlined out ticketing and service needs.

Apr 09, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Autotask IT Management made it easy for us to keep track of our work, time spent, and customer information. After reviewing a number of options this was the one that best fit our needs.

Cons: The learning curve was a little steep, but overall I haven't found too much to complain about the software overall.

Convenient tool to following up on tickets for IT issues & IT management

Apr 05, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
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Pros: - the vast amount of customisations available to build a comprehensive ticket management system for your organisation or as a service to others.

Cons: - could work on the end-user interface some more, getting report lists of tickets and tickets status by date is an annoyance and requires several tries. The interface overall is clunky and slow in general.

It's a leading PSA that needs work

Mar 21, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money

Pros: The integration of multiple components (sales, ticketing, RMM, leads, quotes) is nice to have and is ideal in today's world where managed services providers need all innone solutions

Cons: Every feature unfortunately seems half baked. Some examples of this are: There is no direct integration with quoting resellers like Ingram to get sales data (unless you buy a 3P module such as QuoteWerks), deleting tickets is a colossal nightmare which can't be done via their API. Their APIs in general are fairly poor as they don't let you do basic functions such as deleting configurations or tickets, setting a ticket creator or setting the name of the person that is doing a note or comment (these features are only available via their email gateway or through the portal itself. There is no ability to truly lock down a user account, help desk users are able to pull reports of other members utilization and work being performed even if they are not queue owners.

Their support is the best out there

Mar 12, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: the software is so simple to use and for the end users to be able to see the status and check on their items. from our end it's great to know the items that user has.

Cons: I think the pricing should be with mobile already in mind instead of an extra charge as it is meant for cloud usage

It gets the job done

Mar 05, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It's industry specific, so it has a lot going for it. We need something that is already designed for our industry so we could hit the ground running.

Cons: It's cumbersome and pricey. The per user price is not cheap.
We are starting to outgrow it. We regular have needs to go outside of what the built in limitations are of different modules with no options to expand.

Overall: Out of the box, it has a lot going for it. But the setup time is not short.
It's great for getting quick access to information about your customers, tickets, billings, etc.

Best MSP out there!

Feb 12, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

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.

Daily use for MSP employees

Jan 09, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Integrates perfectly with Autotask PSA, and allows so much automation that once configured, takes care of most small issues automatically.

Cons: Can take a long time to get fully configured with scripts and automatic fixes. Still a bit of a learning curve with all the indepth menus and such.

Overall: Use it daily for MSP work

Capterra-loader

It isn't the prettiest or sleekest looking, but AEM provides a deep toolkit for the IT professional.

Jan 09, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: AEM makes it easy to monitor, set up scripts, or even connect to countless computers remotely. You can drill down to a computer on an individual level, or group entire office sites into resource monitoring or apply your custom written scripts to them, either one time or schedule a time for them to reoccur.
AEM really lets you apply the full capabilities of your knowledge to managing your computers. I've never felt held back by it.

Cons: Sometimes it feels like there's just too many levels, and it can take awhile to get where you need to be. Luckily the software is not slow to respond, but it's still a few layers to drill down to get to the computer you need.
There also is a bit of a learning curve compared to other similar management systems, however AEM does reward you for learning all its in's and out's with a vast array of customization features to manage the computers exactly how you want.

Overall: AEM makes it easy to organize multiple off-site locations and set up hardware monitoring, apply a scheduled server restart for patches, and the ability to quickly and easily apply scripts to remote computers without ever logging onto them.

Capterra-loader

Easy to use

Jan 05, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: All i can say that its very ease to use and user friendly UI.
Can track all my task in just one screen like Completed, Under-Process, Pending.

Cons: The thing which i like least about this software is to create new ticket. We need to enter lots of things to create one ticket. some are useful but some are just information (which can be ignored).

Autotask is too good software for work management. we can maintain easily team with this software

Jan 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: work asign to the user and pending work of every user with project management system is also very fine

Cons: speed of the software and design of the software easily understood for work purpose. reports also too much good for reporting purpose .

Overall: Team work management

Very easy To Work For The task asinge in work

Jan 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: it is use to work define and maintain the task for The multiple user and it department handle work is easy find
very easy time save and handle To work and priority to set which impotent or not to find and show that task

Overall: handle the work maintain The time and set the work different users

Capterra-loader

We use it daily and couldn't live without it!

Dec 05, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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."

Cons: 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.

Overall: We run our entire business out of Autotask. It does everything for us as an MSP.

Great overall system

Nov 10, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: I really like the templates for tickets and other automation that can be done with this system. I don't use this for any billing or project management anymore but have in the past. I was not impressed with either of those two feature sets but it has been about 2 years since I've used them.
The basic reports are good for getting a fundamental view of your ticket metrics

Cons: Inline image support should be extended. Should be easier to email out attachments from ticket notes. Email parser seems to have some intermittent problems where the email is not converted to a ticket.
Reporting capabilities need some serious overhaul - only the most basic reports/info are available.

Great Experience

Oct 05, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy to use, complete software..I like mostly Flexible Dashboard
there is different View to See tickets

Cons: Autotask Workflow is Too Complicated..it Better to change to Workflow
it is very hard to Manage 100 + Tickets.

I have been working with ATP for 10+ years now

Sep 14, 2017
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Pros: 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.

Cons: 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 make managing our IT department a piece of cake.

Aug 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: This software has allowed us to centralize a number of system we used to have as separate systems, and also ties seamlessly into our existing ERP software. It's changed the way we handle our work flows, and project management, and made ticketing and billing simple.

Cons: The only down side I can really see that we had with the software was the learning curve. It was a little different to get used to at first, but not I'm not sure what we did without it.

An easy to use and well integrated solution for IT companies

Jun 09, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: -A sharp looking, customizable dashboard
-Multiple ways to view ticket queues and monitor technicians
-Client Portal
-Easy to build knowledge base
-Attractive report views for every business need

Cons: -Frequent crashes and freezes
-More complicated to implement then ServiceNow
-On average is a higher dollar amount than other industry leaders
-Long contracts as well as yearly rolling contracts

Overall: I lead a team of 8 technicians. Distributing and managing tickets between them can be very frustrating with an average of 50-100 tickets a day for my team. Autotask makes it very easy to manage with the customization throughout the program. From my dashboard, I am able to monitor ticket openings for my team, overall closures per technician, ticket priorities and SLA clocks, and escalations. I really like the way I can build reports in any method I want with just a few clicks. Reviewing timesheets is also much faster for me with the layout in Autotask.

AutoTask Gets the Job done

Apr 12, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: I used autotask for 2 years at an IT firm. We used it for ticketing and CRM. I found it to be a pretty steep learning curve but once you had it it was very easy to use.

Great tool for IT support

Dec 09, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Comments: Autotask is a great tool for IT and support companies for managing contracts with clients. Contract setup and tracking are great. The initial setup and linking to QB can be a bit tricky, but once setup and talking correctly, it is a big time saver that offers communication between the operations and accounting.

Good tool, but needs improvement and enhancements

Sep 25, 2016
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: 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

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

Cons: 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

Recommendations to other buyers: Project Management, contract management, billing modules are good in Autoask and can be benificial

Powerful Cloud Service

Aug 03, 2012
5/5
Overall

Comments: I always have my files with me with Soonr and I love the iPhone and iPad apps. Soonr really makes my tablet a Post-PC device and I can do nearly everything I could on my laptop. A great service for any Team, of any size.

Improved our business

Dec 07, 2011
5/5
Overall

Comments: Before using Autotask Pro our main issue were dropped client requests and communication problems. This has changed a lot with Autotask Pro. My employees especially like the ability to put tickets in, check the history of all tickets and the possibility to invoice clients in just a few clicks. My personal plus factor of this software is that it is web based and accessible from any web browser or mobile phone and, of course, I like that now I can see everything that's going on in my business in only one program.

Pros: Web based The company constantly rolls out new useful features Good support

Cons: Sales part could be better

Complete application

Nov 22, 2011
5/5
Overall

Comments: AutoTask is a great product which has changed and improved a lot over the last two years that I am using it. It is a mature application and offers some really awesome functions not provided by other similar tools. One element I really like is the ease of use and the clean interface. With AutoTask we can do many things much more quickly and in an efficient way. Every three or four months the company rolls out new features.

Pros: The software is stable and easily maintained

Cons: Sales functionality in AutoTask is weak

Autotask Has Revolutionized the Way We Operate

Jan 22, 2010
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Pros: We are a fast-growing IT Services Company, and implemented Autotask (thankfully) at the beginning of our growth. I attribute our ability to remain nimble and flexible primarily to Autotask. Autotask has helped us track our technicians' time, our sales process, and to remain ever mindful of our revenue and profitability.

Autotask is purpose-built for our industry, and it shows. I feel like the product was built with my business in mind, and many of the features just make sense.

The integration with Quickbooks has streamlined our bookkeeping and invoicing.

The integration with Kaseya has made our service delivery much more efficient.

The ticket tracking has enabled our team to collaborate on issues and tickets.

The dashboards has helped us manage the business effectively and efficiently.

Cons: Like any software platform, the implementation of Autotask requires flexibility and a willingness to rethink some business processes. This has all been for the positive with us, though, and in the end we are much better off for changing our processes to match Autotask's workflow when it makes sense.

Overall: I HIGHLY recommend Autotask as a platform on which to run an IT Services Company or Managed Services Provider business. It has revolutionized the way we operate, and I simply can't imagine being profitable and efficient without it.

Jul 19, 2017
5/5
Overall

May 28, 2017
2/5
Overall

Feb 25, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Sep 28, 2016
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Aug 05, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
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Jun 12, 2016
4/5
Overall