--- title: "Autotask PSA Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Autotask PSA the right IT Management solution for you? Explore 156 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/223239/Autotask-PSA/reviews/" page_type: "reviews" language: "en" --- Autotask PSA 4.2 (156) [View alternatives](https://www.capterra.com/p/223239/Autotask-PSA/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated July 31st, 2026 # Reviews of Autotask PSA Ease of use 3.9 Customer Service 4.1 ## Pros and Cons in Reviews JJ Jacques J DirectorInformation Technology and Services, 2 - 10 employeesUsed the software for: More than 2 years. “Autotask PSA allows me to manage support tickets, company contracts, and client communication all within a single platform.“ September 9, 2025 JJ Jacques J DirectorInformation Technology and Services, 2 - 10 employeesUsed the software for: More than 2 years. “In addition, the lack of native integration with Xero Online accounting is a missed opportunity, especially for businesses relying on that platform.“ September 9, 2025 JJ Jacques J DirectorInformation Technology and Services, 2 - 10 employeesUsed the software for: More than 2 years. “Its contract management functionality is unmatched and absolutely essential for MSPs handling multiple Microsoft 365 licences.“ September 9, 2025 DR Denuka R Operations ManagerInformation Technology and Services, 11 - 50 employeesUsed the software for: 6-12 months. “The UI feels dated in places, and some screens aren’t as intuitive as they could be, especially when you’re moving quickly between tickets or contracts.“ December 3, 2025 SJ Simon J Senior System EngineerInformation Technology and Services, 2 - 10 employeesUsed the software for: More than 2 years. “Autotask PSA streamlines service delivery with great ticket automation, solid reporting, and seamless billing.“ June 23, 2025 DR Denuka R Operations ManagerInformation Technology and Services, 11 - 50 employeesUsed the software for: 6-12 months. “It works, but it doesn’t always feel smooth, and sometimes you spend more time trying to clean up the layout than actually handling the ticket itself.“ December 3, 2025 JJ Jacques J DirectorInformation Technology and Services, 2 - 10 employeesUsed the software for: More than 2 years. “I also appreciate how customisable the platform is, especially when configuring ticket and company views to match our workflow“ September 9, 2025 Rick B FounderTelecommunications, 2 - 10 employeesUsed the software for: 1-2 years. “The product is seriously lacking in industry standard features. “ May 13, 2026 ## Showing most helpful reviews Showing 1-25 of 156 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Ravi B. CEO Computer & Network Security Used the software for: 2+ years ### "Still a good product post acquisition " September 8, 2023 4.0 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. Alternatives considered [ConnectWise PSA](https://www.capterra.com/p/107931/ConnectWise-Manage/) Reason for choosing Autotask PSA The new york based sales team at connectwise were really not nice people, the product looked dated, workflows were dated, but it mostly came down to the connectwise folks being caught in lies on the sales call. Switched from [Kayako](https://www.capterra.com/p/80775/Kayako/) Wanted a mature product with more features Review Source JJ Jacques J. Director Information Technology and Services Used the software for: 2+ years ### "Autotask PSA – The Gold Standard for MSPs" September 9, 2025 5.0 Having used Autotask for over 8 years, I can confidently say it remains the leading PSA in the market. Its contract management functionality is unmatched and absolutely essential for MSPs handling multiple Microsoft 365 licences. It continues to be a cornerstone tool for driving efficiency and control in our business. Pros Autotask PSA allows me to manage support tickets, company contracts, and client communication all within a single platform. The seamless integration with RMM agents adds incredible value, and the ability to sync invoices and expense claims directly into QuickBooks Online streamlines financial processes. I also appreciate how customisable the platform is, especially when configuring ticket and company views to match our workflow Cons Email formatting remains a persistent issue — text, images, and hyperlinks often display incorrectly when tickets are created via email, which impacts clarity. In addition, the lack of native integration with Xero Online accounting is a missed opportunity, especially for businesses relying on that platform. Alternatives considered [HaloPSA](https://www.capterra.com/p/20971/HaloPSA/)[Atera](https://www.capterra.com/p/144309/Atera/) Reason for choosing Autotask PSA Atera, was great on RMM. But that was about it. Halo PSA was to expensive for a new busines start up and felt overly complex. Review Source Rick B. Founder Telecommunications Used the software for: 1-2 years ### "We Found a Better Mousetrap" May 13, 2026 1.0 The product is seriously lacking in industry standard features. We moved on to a system that allows unlimited users for a reasonable fixed price, All users can upload deliverables. Pros We selected AT mostly for its potential to integrate with RMM. Good ticket management. Very specific user permissions. Cons High cost per user translated to low value for the money. NO FACILITY FOR DELIVERABLES. We need photos & completed forms for work orders. We came up with a system that uses Google Drive. We paid a 3rd party to create tickets from email. Review Source SJ Schyler J. CEO Information Technology and Services Used the software for: 2+ years ### "Autotask PSA" September 9, 2025 4.0 We have been using it since 2017. We rely on its CRM, quoting, purchasing, ticketing, asset management, and reporting capabilities. Pros It's all-around business management system - it includes CRM, quoting, purchasing, ticketing, asset management, and reporting capabilities. Cons It needs a lot of improvements to ensure consistent U/I elements across all modules. Purchasing and asset management capabilities are outdated and haven't had much attention over the years. Cooper is VERY weak, hoping to see a lot of attention in here in the coming weeks and months. Right now, we have to use ChatGPT because Cooper doesn't cut the mustard. Switched from [BlueFolder](https://www.capterra.com/p/109930/BlueFolder/) Peers were using Autotask and suggested it because it was more robust and integrated with AEM which we also switched to. Review Source DM David M. Support Engineer Information Technology and Services Used the software for: 1-2 years ### "Good product" December 2, 2025 4.0 It has been a learning curve for our very small shop. But we couldn't live without it now. It takes time to get used to. Pros Great search engine for finding previous issues to help find solutions for customers. The phone app is very handy. Cons Doesn't link well with the inventory of computers. Uses a different name or list multiple names. It can be a bit cumbersome to work through the many levels, but that just requires more training/experience. The invoice designer is not awesome. It is ok, but is limited. Alternatives considered [Atera](https://www.capterra.com/p/144309/Atera/) Reason for choosing Autotask PSA Intergration with Barracuda RMM which was the RMM we were using at the time. Review Source HK Harrison K. Help Desk Manager Information Technology and Services Used the software for: 2+ years ### "AutoTask PSA | 4 Year Veteran " November 24, 2025 3.0 I used it for about 4 years with success. I think its pretty built out but there are some major features missing. Pros I liked how it was brightgauge and a PSA all wrapped into one. It helped us track metrics inside the system we were using without the need for any extra cost. Cons I did not like how there was not customer inventory or configurations. It feels way behind the times without the ability to track customers inventory or products. Alternatives considered [HaloPSA](https://www.capterra.com/p/20971/HaloPSA/) Reason for choosing Autotask PSA Its been a long time I think it was mostly about keeping a single environment. Review Source AB Alex B. Managing Director Information Technology and Services Used the software for: 2+ years ### "Great platform, always dependable." September 9, 2025 4.0 Excellent. I am a reseller and a consultant for PSA services and Autotask has always been my primary product. Pros User friendly, comprehensive and functional. Autotas PSA consistently delivers results by provides a fully featured platform for all aspects of an MSP business. Cons Not enough workflow conditions means that more creative solutions need to be identified and implemented. Alternatives considered [HaloPSA](https://www.capterra.com/p/20971/HaloPSA/) Reason for choosing Autotask PSA Price, history, experience, good roadmap and support Review Source RG Randy G. AVP - Systems Administrator Banking Used the software for: 1-2 years ### "A great PSA product with a steep learning curve and difficult setup. " May 19, 2025 4.0 The product works extremely well, and has reduced the time it takes to create and close tickets substantially. Additionally, it highlights issues and allows us to address them more quickly while also helping us track our work. Pros The product is feature rich, provides granular information and integrates with our Datto RMM product, making ticket creation and resolution much easier. Cons Without detailed knowledge into PSA products, I highly doubt you can set it up in a timely manner without the help of Kaseya support. Product setup is challenging even with premium support. Alternatives considered [Kaseya VSA](https://www.capterra.com/p/100303/Kaseya-VSA/)[MSP Manager](https://www.capterra.com/p/242257/MSP-Manager/) Reason for choosing Autotask PSA The integration with DattoRMM and Datto BCDR. Switched from [BlueFolder](https://www.capterra.com/p/109930/BlueFolder/) Bluefolders lack of options or innovation. Bluefolder still hasn't implemented 2FA yet. Review Source DR Denuka R. Operations Manager Information Technology and Services Used the software for: 6-12 months ### "A Reliable and Well-Integrated PSA for MSPs" December 3, 2025 4.0 My overall experience with Autotask PSA has been very good. Once everything was configured to suit the business, it really brought structure and clarity to day-to-day operations. The way it ties tickets, billing, contracts, and reporting together in one place makes a noticeable difference in efficiency, and the dashboards give great visibility into workloads and performance. I found it reliable, flexible, and genuinely helpful in an MSP environment. While there are areas that could be modernised, the core product is strong, the integrations work well, and it definitely adds value when it’s used properly. Pros What I liked most about Autotask PSA is how well it integrates different parts of the business into one platform. The way tickets, contracts, time entries, and billing all link together makes day-to-day work far more organised and reduces repetitive admin. I also found the dashboards genuinely helpful, especially for monitoring workloads, SLAs, and profitability at a glance. It gave me clearer visibility across the help desk and projects, and the built-in automations for escalations and approvals made processes smoother. Overall, Autotask helped create more structure and accountability, and made it easier to keep track of what matters in an MSP environment. Cons What I liked least about Autotask PSA was mainly around the interface and how it handles emails. The UI feels dated in places, and some screens aren’t as intuitive as they could be, especially when you’re moving quickly between tickets or contracts. I also found the lack of proper HTML processing on email tickets a bit limiting, since formatting can get stripped or look messy when replies come in. It works, but it doesn’t always feel smooth, and sometimes you spend more time trying to clean up the layout than actually handling the ticket itself. Review Source IM Isabelle M. Business Operations Coordinator Computer Software Used the software for: 2+ years ### "One stop shop for your business " September 9, 2025 4.0 Pros We’ve been using Autotask for many years, and we really appreciate how it continues to evolve with new features. The Cooper CoPilot AI has been especially valuable, providing tools that help us summarize customer tickets, create clearer timesheets, and write stronger resolutions. These improvements make our time more meaningful and productive. With its constant enhancements, Autotask ensures we stay current and aligned with industry best practices. Cons It would be even more beneficial to have more frequent updates on the product roadmap so we can better align with our own planning. Additionally, if Cooper CoPilot AI could analyze all past tickets across customers, it would help us identify recurring issues, regardless of which customer is experiencing them. Review Source PM Philip M. Director of Professional Services Electrical/Electronic Manufacturing Used the software for: 2+ years ### "Love it!!!!" September 9, 2025 4.0 Pros How well it matched our ticketing process and improved capabilities. Been running AT since 2009-2010 Cons Integrations and API capabilities are limited but are still being developed. Missing key project management APIs and Live Reports Review Source GH Graeme H. Owner Computer & Network Security Used the software for: 6-12 months ### "Just starting out with Autotask " October 27, 2025 4.0 Just starting out it’s massive product or come to grips with and can be difficult for new hires to understand and learn. Pros One stop shop for business management. Cons Complicated to learn. Z Review Source SB Steven B. Service Delivery Manager Information Technology and Services Used the software for: 1-2 years ### "If ticket communications are critical, Autotask is woefully under developed." August 9, 2023 3.0 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. Reason for choosing Autotask PSA Supposed quality of integration with other products. Review Source VR Verified Reviewer President Information Technology and Services Used the software for: 2+ years ### "Solid solution with lots of integrations" July 15, 2021 4.0 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. Pros 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. Cons 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. Reason for choosing Autotask PSA Autotask appears to have been in the space longer than many of their competitors and it shows in the vast features and integrations included with the PSA. Review Source BC Brian C. Support Manager Information Technology and Services Used the software for: 1-2 years ### "The central hub for IT tools" June 2, 2023 5.0 Overall experience has been positive. I've used Service Now, Connectwise Manage, and Service CEO in similar capacities. Autotask has a larger feature set without relying on third party applications. Autotask includes base level abilities for typical third party plugins with the option to integrate more feature rich plugins if desired. Pros I like the ability to feed information from multiple different toolsets in to Autotask. I also love the ability to customize ticket templates and place valuable related data like related ITGlue articles and passwords in the tickets. Cons It's wide variety of options does lead to a slightly complex UI for new users. Alternatives considered [ConnectWise PSA](https://www.capterra.com/p/107931/ConnectWise-Manage/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Autotask PSA Familiarity and ability overall. Review Source Bruce L. Head of Technical Support Used the software for: 2+ years ### "Amazingly comprehensive managed services" July 11, 2018 4.0 The AutoTask \\ Datto AEM software is one of the best RMM products we've used. We originally were looking to swap to something from Hounddog when it was expensive years ago and this did everything HoundDog \\ GFI Max did but much cheaper and that was just on the monitoring side of things. It also added, remote management, auditing, bulk updates, patch management, reporting, which we weren't getting from Hounddog and we've been with AutoTask ever since. Each time we look to replace it with another RMM tool, when we compare the features and the price per device we just can't beat it. Pros Ridiculously low resource footprint Easy to add devices for management The amount of detailed information you get from the auditing is amazing Push out deployments in bulk Cons The inbuilt reporting is being massively improved over the next few months \\ iterations, as currently it leaves something to be desired. There's a huge wealth of auditing data that is captured by the software but you can't easily pull this out. Sure you can filter devices by the info, but to actually pull a report, its painful. 3rd party patch management is also something they're working on developing further as there are competitors out there who do it much better. Review Source JS Jordan S. Quality Assurance Manager Information Technology and Services Used the software for: 2+ years ### "Used for Many Years, Good Product" December 5, 2023 4.0 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. Pros 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. Cons It can be cumbersome to find exactly where to adjust something on the backend. Due to the amount of customizations, searching can be tricky. Review Source VR Verified Reviewer Retirement Career Retail Used the software for: 2+ years ### "Used this program for two years as the department service management system. I was named a champion" June 12, 2018 5.0 Was able to fill the service management needs of a large field service division. 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. Review Source JW Justin W. Director Information Technology and Services Used the software for: 2+ years ### "Autotask is great!" August 23, 2023 4.0 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. Alternatives considered [ScreenConnect](https://www.capterra.com/p/147830/ScreenConnect/) Review Source CH Chris H. General Manager Information Technology and Services Used the software for: 2+ years ### "CRM, Time tracking, Support management made easy" June 8, 2022 5.0 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. Review Source DG David G. Technicien Computer & Network Security Used the software for: 1-2 years ### "Bad tool, not user friendly" July 12, 2024 1.0 It is a tool that includes many features (sales, ticketting, billing, tracking, inventory management, time management...) but does not do any good. Everything is heavy and complicated to use, requires many clicks and choose categories in several fields. There are many visual and textual elements that pollute the display because they are useless. Outlook integration is bad. I strongly advise against this product. Pros Includes several features Web version Cons Not intuitive Not ergonomic Not simple, complex and heavy on a daily basis Unclear display Smartphone app even worse than the web version Not user friendly etc, etc Review Source HP Harry P. Tooling Engineer Information Technology and Services Used the software for: 2+ years ### "Good product value rate" August 8, 2023 4.0 always available SAAS solution, very good qualified helpdesk Pros easy to use and implementFull of features and self-designable dashboards and workflows Cons it's so full of features that makes it hard to decide where and at what stage in implementing you should start using them Review Source AD Amanda D. CSR/SysAdmin Used the software for: 2+ years ### "Best MSP out there!" February 13, 2018 5.0 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. Review Source Tarun P. Customer Support Manager Information Services Used the software for: 2+ years ### "Quality platform for the Support Ticket lifecycle." May 26, 2019 4.0 Pros The user interface is information rich yet friendly and easy to navigate. It allows wide customization of the widgets and workflows can be setup to automate much of the process. This is a great tool for anyone providing support or managed services. Cons The email-to-ticket functionality is limited, and we ended up making our own development to integrate to AT. It is recommended for someone to champion the implementation from the user side, to assist with administration and understand all that there is to learn about Autotask. Review Source Sarah U. Technical Specialist Information Technology and Services Used the software for: 2+ years ### "AutoTask is Absolutely Wonderful Product" December 6, 2018 5.0 You can keep track of open, closed tickets. You can set different categories for your tickets with different priories and urgency. It lets you search by company name, contact or even ticket number. Within the tickets themselves you can create ticket, templates, link computers by name, categories by different issues, hardware, software etc, also the notes section and add attachments is great. I love this site Pros This is a multi use site. We manage multiple companies and it organizes it perfectly. Cons Sometimes it goes down during maintenance or a glitch, otherwise good Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.