# Autotask PSA Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Autotask PSA the right IT Management solution for you? Explore 155 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/223239/Autotask-PSA/reviews --- Autotask PSA 4.2 (155) [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 March 13th, 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 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 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 DR Denuka R Operations ManagerInformation Technology and Services, 11 - 50 employeesUsed the software for: 6-12 months. “What I liked most about Autotask PSA is how well it integrates different parts of the business into one platform.“ December 3, 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 DR Denuka R Operations ManagerInformation Technology and Services, 11 - 50 employeesUsed the software for: 6-12 months. “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.“ December 3, 2025 DM David M Support EngineerInformation Technology and Services, 2 - 10 employeesUsed the software for: 1-2 years. “Doesn't link well with the inventory of computers. “ December 2, 2025 ## Showing most helpful reviews Showing 1-25 of 155 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 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 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 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 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 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 SS Shawn S. Senior Systems Administrator Information Technology and Services Used the software for: Less than 6 months ### "AutoTask PSA " June 5, 2025 4.0 We moved from BMS to Autotask and don't regret the decision. Really reduced the amount of time spent on the billing side. We were starting to outgrow and hit limitations of BMS, but now that we are using Autotask we feel we have a PSA that will allow us to grow the business without being limited by the PSA. Pros Scalable, robust, and lots of built in integrations to streamline billing. Built in contracts and exclusions help track technician ticket times easier. Cons Time consuming to implement. All of the features can seem overwhelming at first. The onboarding fees are little on the expensive side, but that is typical Kaseya practices. Switched from [Kaseya BMS](https://www.capterra.com/p/158273/Kaseya-BMS/) BMS wasn't as scalable or mature as Autotask. Review Source JB Joel B. Partner Computer & Network Security Used the software for: 2+ years ### "Best PSA Out There " April 29, 2025 4.0 We've tried other PSA software solutions over the years in an effort to see if there is something better out there. We have yet to find another solution that meets all of our needs and requirements as well as Autotask does. Pros We have been using Autotask for years. Our business relies on the software every moment of everyday. The PSA has only gone down once or twice over years and it was resolved quickly when it did go down. Cons Updates, while getting new features is great, it has been our experience when Autotask pushes out new updates things break, could break workflow and/or widgets. Switched from [ConnectWise PSA](https://www.capterra.com/p/107931/ConnectWise-Manage/) With Connectwise we would have to adjust our business workflow to make Connectwise work and we were not willing to do that. 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 KS Koos S. CTO Information Technology and Services Used the software for: 2+ years ### "Autotask, can't think of an IT world without it! " September 9, 2025 5.0 Great! It's flexible, gives the needed insights, also has a lot of integration options. Our technicians can easily write time, and we can manage / serve our customers to the best we can! Pros Great CRM, all we need for our technicians, nice overview, you can build almost anything. We are senior Autotask users and very happy to have bought in the past! Cons Before Kaseya acquired Autotask it was very slow at times and looked old, but that's part of the past. It's now a way better product! Review Source PA Paul A. IT Lead Information Technology and Services Used the software for: 2+ years ### "The Right Tool for the Job" April 15, 2025 5.0 Overall, great product. Lots of integrations help me and my team make sure we never miss a SLA deadline. Pros The ability to quickly and easily locate, update, create and work with service tickets. Cons It does a lot and can be a bit overwhelming to configure from an administrative standpoint. Review Source VL Vince L. Director Application Development Information Technology and Services Used the software for: 1-2 years ### "Feature-rich software well worth the licensing" December 19, 2024 4.0 Overall it is a great system and once gotten used to it and adhering to the configurations and setups of companies and projects, it saves a tonne of time. Pros The software is quite feature-rich with automation, and high levels of project management. Cons Creating timesheets are not particularly user friendly. Review Source KK Katie K. Director of Operations Information Technology and Services Used the software for: 1-2 years ### "A PSA to handle everything from ticketing to invoicing; Extremely customizable" May 23, 2019 4.0 My overall experience with Autotask PSA, from implementation to daily use, has been very favorable. I would highly recommend this software due to its versatility and ability to be customized. Our company was not taking full advantage of all modules (contracts and invoicing, specifically), which was detrimental to our overall efficiency. My recommendation would be that anyone considering this software look to implement all facets of the software for the best result. Autotask PSA has an extensive FAQ library, webinars (live and recorded) and tutorials for new Administrators and users. Customer support was also very helpful when we had specific questions or issues, and there is a handy scheduling feature for technical support chats. Pros Autotask PSA is an extremely customizable tool. Different departments can have customized ticket categories, including Issue Types, priorities, resources, ticket status, due dates, workflows and notifications (and more) to fire off based on the rules associated with each category. The updates to the software in the last 18 months have improved the user experience. For example, when viewing a ticket, all pertinent information is available on the screen, from the ticket details to the activity history and even the company and contact information. It is simple to add "User Defined Fields" which are custom fields specific to your company or industry that you can add to Companies, Tickets, Contracts and more. There are several different 'modules' that are all included in the PSA license (no add on fees to take advantage of them). These include contract details, tracking sales leads and opportunities, generating invoices and syncing with Quickbooks and other financial software. The reporting module has a myriad of popular reports available with the option to customize each. Advanced reporting users can also create their own reports from any of the available data entry fields, including User Defined Fields. Timesheets and Expenses are tracked in this tool, including available vacation and sick time. Time off requests can be approved by authorized users. Users have access to widgets to quickly display data and metrics. Completely integrated with Datto/Autotask RMM tool. Cons There is a large learning curve when implementing this software. It is a common mistake to create a lot of customization (UDFs and workflows) because the Administrator is not familiar with the modules or the best practices of the software. Creating custom reports can be very cumbersome due to the vast number of options and fields available. When creating a new ticket, time entry or activity entry, a new window opens in the browser (which was an annoyance for some team members). Review Source RP Rob P. CEO Information Technology and Services Used the software for: 2+ years ### "Easy to use to manage customers, tickets, and service contracts" July 1, 2022 5.0 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. Alternatives considered [ConnectWise Automate](https://www.capterra.com/p/142789/ConnectWise-Automate/) Review Source VR Verified Reviewer President Computer & Network Security Used the software for: 2+ years ### "Just OK" May 23, 2022 3.0 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. Alternatives considered [ConnectWise Automate](https://www.capterra.com/p/142789/ConnectWise-Automate/) Reason for choosing Autotask PSA Not many choices at the time. Review Source BH Bart H. CEO Information Technology and Services Used the software for: 2+ years ### "HaarmanB ICT's review" August 8, 2023 4.0 Pros feautureset, ease of use, automation using Workflow Rules Cons WYSIWYG user interface of template building. I use an external HTML-editor to create, modify and preview the HTML code Review Source JB John B. Operations director Information Technology and Services Used the software for: 2+ years ### "Used for 5 years+" December 28, 2022 5.0 Pros Good dashboarding for presenting data. Report self service is okay. Good integration between crm and service desk. Cons Cmdb is weak and clunky. Would be better if solution included some of the 3rd party tools needed to be an efficient MSP. Alternatives considered [ConnectWise PSA](https://www.capterra.com/p/107931/ConnectWise-Manage/) Reason for choosing Autotask PSA More built in functionality Review Source VR Verified Reviewer Sales Representative at Geist, a division of Vertiv Information Technology and Services Used the software for: 2+ years ### "Autotask has no History" September 26, 2018 3.0 Autotask is mainly use for Tech Support, Support Contracts and Project Management. It does an OK job with Tech Support, but all the other items are arduous to set up and very time consuming. Pros I really do not like Autotask as a software, there is not many features that are great as our team decided to use it for not it's design purpose which is an IT management company for projects, CRM, etc. Cons The absolute biggest con about Autotask is they have no history features. All changes are unrecorded or unexposed in the software, so someone can go in change numbers on projects, customer license counts and there is no history of anyone changing these items. It has been requested as a feature for 2 years and the only reply is "we have it on the roadmap" even though it is a highly sought after and frankly, BASIC feature that they never included. Review Source Garry A. Vice President Used the software for: 2+ years ### "We use it daily and couldn't live without it!" December 5, 2017 5.0 We run our entire business out of Autotask. It does everything for us as an MSP. 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. Review Source TL Tyler L. Technical Support Specialist Used the software for: 2+ years ### "It isn't the prettiest or sleekest looking, but AEM provides a deep toolkit for the IT professional." January 9, 2018 4.0 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. 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. 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 ## Related categories [Service Desk](https://www.capterra.com/service-desk-software/)[Professional Services Automation](https://www.capterra.com/professional-services-automation-software/)[Business Management](https://www.capterra.com/business-management-software/)