# Page 2 | Autotask PSA Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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: https://www.capterra.com/p/223239/Autotask-PSA/reviews --- 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 May 15th, 2026 # Page 2 - Reviews of Autotask PSA ## Showing most helpful reviews Showing 26-50 of 156 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 BP Brittany P. Desktop Support Technician Information Technology and Services Used the software for: 2+ years ### "Autotask PSA is an Awesome Application!" February 20, 2025 5.0 I have used multiple PSA resources and this is by far my favorite. It's easy to navigate and teach to a new hirte/user. Adding Client and Contact details are a breeze and the integration with IT Glue is very helpful. Pros Autotask integrates seamlessly with all other resources my team uses. Cons I would say its appearance... But it just got an amazing face lift last week and now there are none! Review Source BJ Brandon J. Remote NOC Engineer Computer & Network Security Used the software for: 2+ years ### "Technician Friendly Ticketting system" June 9, 2025 4.0 Very straightforward with ticket progress Everything was in the place you would expect it to be. Didn't feel like I had to jump through hoops to document or create a new ticket. Pros Ease of creating tickets and flowing through the process. Ability to attach files and attach multiple contacts to the ticket Cons None that stood out. I have used several ticketing systems over the years and I found this one to be the most friendly. 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 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 BS Brent S. Service Delivery Manager Information Technology and Services Used the software for: 1-2 years ### "Auto task PSA of choice " September 9, 2025 4.0 A Good, reliable system. Feels like a solid platform that just works I’m enjoying the feature updates and investment in the product. Pros Configuration complexity, a lot of features that are helpful. Development is always ongoing and production updates are regular. Cons Can be a little clunky, it’s a big engine with multiple modules. Normalising a streamline process using auto task means a lot of possible configurations, so can be complex or sometimes not so easy. 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 MW Monica W. Project Manager III Banking Used the software for: Less than 6 months ### "Project Manager III" September 9, 2025 5.0 We're working to finalize configuration and data load in prep for launch. I've found it easy to learn and (mostly) use so far. Pros Ease of use in most modules. Easy to access data and features. Easy to upload and extract data. Easy to develop and generate reports. Cons The Project/ Tasks functionality feels constrained. I think that it's the UI. I'm used to using MS Project which is much more WYSIWYG. Switched from [Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/) Cost and ease-of-use for our company and our customers. Review Source DA Drew A. Network and System Administrator Information Technology and Services Used the software for: 2+ years ### "Does what it does, but limited support and customization" March 17, 2025 3.0 Pros Centralized location for time tracking and billing. Cons Expensive, support for only a limited set of browsers. Limited customization. Review Source YA Yousef A. Write Dairy Used the software for: I used a free trial ### "Is M is pretty amazing" June 3, 2025 5.0 All of them is very poorly indeed very good so I can drive you over again but very amazing app Pros I like the updates for Autotask PSA very very much because it’s very amazing inAdmin and the updates and it automatics and controls Cons Admin and the updates and it automatics and controls administrator and the characters very very very very good Review Source JO Joshua O. Infrastructure Engineer Information Technology and Services Used the software for: 1-2 years ### "Best IT Service management app I have ever used" September 25, 2024 5.0 My experience with Autotask was nothing short of fantastic, and I really enjoyed using it. I'm not sure why management decided to switch to ServiceNow. Pros This is one of the best IT service management I have used so far, very easy to use. Cons Extremely easy to use, its navigation is simple and user interface is also easy to understand. You don't need any formal training to start using AUTOTASK Switched from [ClickUp](https://www.capterra.com/p/158833/ClickUp/) The Auto task was easier to use, and its customization aligns well with our business structure. 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 IB Isaac B. Intern Sales Responsible Information Technology and Services Used the software for: 6-12 months ### "Precicom Review" August 8, 2023 3.0 As a PSA system, Autotask is working wonderfully for its ticketing system and contract management.As a user of Autotask PSA, my experience is related to sales only and I don't have many good points for the CRM part. Implantations and Integrations are hard, sales process isn't logical and I even had to patch some intern process to make it work. The CRM moduke should receive more updates to make it simpler and more user friendly. Pros Ticketing system is working woderfully.Contract management is easy to use and can profit largely any organisation.Centralized work environnement is usefull. Cons CRM is not easy to use compare to other solutions on the market.The UI/UX should be improved, because a lot of actions a user has to take doesn't make any sense (for example : a new web page always pops up when clicking on a field, which creates a lot of pop up pages rapidly and reduces effeciency).Live updates should be available when updating an opportunity.Duplicate opportunities should be available in opportunity search. Also, we should be able to modify opportunity fields in the opportunity search page and not always have to open each opportunity separatly.When creating a new opportunity, the sales process and the name of the company should appear first and be the first fields to edit, not the sales category.Not easy to connect to other platforms, such as Microsoft Suite (except Outlook).We should be able to call and write to clients from the CRM and keep all these interactions in history related to the opportunity.In opportunity search view, we should have more available columns, such as To Do (which should also be editable). Alternatives considered [Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/)[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[Dynamics 365 Business Central](https://www.capterra.com/p/212111/Dynamics-365-Business-Central/) Reason for choosing Autotask PSA The upper management wants to centralize our sales operations. Since we already used Autotask PSA for tickets and contracts management, it was more intuitive to add the CRM feature. 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 BP Bryan P. Director of Business Development Information Technology and Services Used the software for: 2+ years ### "AutoTask Reviee" August 27, 2023 3.0 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. Pros It gets the job done and is a competent ticketing platform. Cons 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. Review Source BR Bruce R. CTO Computer & Network Security Used the software for: 2+ years ### "Autotask PSA is an ERP for MSPs" March 20, 2024 4.0 Overall, we could not run our business without it. We use it for many of the functions that run our business. Everything from contract management, time tracking, tickets and even time off requests. It has integrations with many products that enhance the capabilities and improve our operations. Pros Autotask is at the core of business. We use it for client tickets, scheduling and billing. It integrates quoting opportunities, project management and financials that feed integrations so we can track KPIs for our techs. Cons In our experience, the project management and CRM modules are not great. We use the project management module because its more convenient then using a 3rd party product but its not great. We don't use the CRM because it isn't as good as other products in tracking sales leads and opportunities. Switched from [ConnectWise PSA](https://www.capterra.com/p/107931/ConnectWise-Manage/) Connectwise support was not great, there were unexplained outages and we felt product updates were lacking. Review Source LM Lachlan M. Director Information Technology and Services Used the software for: 2+ years ### "Business management made easy" August 21, 2023 4.0 Using PSA for capture issues within our IT business and simply bill time makes for much less overhead time spent. Pros Easily record issues within tickets and allocate time to bill within one page. Cons Layout or UI could use an update, which I believe is on the way. we make do with the reports but using the custom reports can be difficult. Alternatives considered [Kaseya VSA](https://www.capterra.com/p/100303/Kaseya-VSA/) Reason for choosing Autotask PSA Datto offered an integrated solution with Backup, PSA and RMM together for a reasonable price. Switched from [Naverisk](https://www.capterra.com/p/171182/Naverisk-RMM-PSA/) The existing system did not have the advanced functionality required with our evolving and growing business. 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 Kavindu Githsara K. System Specialist E-Learning Used the software for: 1-2 years ### "The Inside Scoop on Autotask PSA" March 17, 2023 5.0 While Autotask PSA isn't perfect, it has definitely improved the way we manage our projects and services. The centralization of data, scheduling, resource management, and integration capabilities are all great features that have made our lives easier. However, it's important to be prepared for the software's complexity and occasional performance hiccups. If you can navigate these challenges, Autotask PSA can be a valuable tool for managing your professional services. Pros I've been using Autotask PSA for some time now, and I must admit that it has made a difference in how we manage our projects and services. One of the things I appreciate the most is the centralization of all our data in one place. It has made it much easier to track and manage our projects, resources, and clients. The scheduling and resource management features have been a game-changer, helping us allocate the right resources to the right tasks and projects. I also love the integration with other software we use, like our CRM and accounting tools. It has simplified our workflows and made everything more seamless. Cons Despite the benefits, Autotask PSA does have a few downsides. The first thing that comes to mind is the complexity of the software. It took me quite a bit of time to get comfortable with all the features and options. I wish they had more straightforward tutorials or help guides to make it easier for new users. Another issue I've encountered is the occasional slow performance, especially when generating reports or loading large amounts of data. It can be a bit frustrating when you're trying to get work done quickly. Review Source Kevin H. Head of Projects Information Technology and Services Used the software for: 2+ years ### "You get out what you put in" June 23, 2023 4.0 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. Pros 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. Cons 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. Review Source BL Ben L. Director Information Technology and Services Used the software for: 2+ years ### "Autotask Tops CW and other Ticket Systems" December 13, 2021 5.0 Autotask is a clean solution to IT ticketing needs that can otherwise be a complete mess to sort through. Pros Autotask is highly customizable and sorts everything into queues easily. AT tracks more aspects of the business than other ticketing platforms I've used. Cons 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. Alternatives considered [ScreenConnect](https://www.capterra.com/p/147830/ScreenConnect/) Reason for choosing Autotask PSA ConnectWise was just a clunkier solution and didn't provide the dashboards that we use on a daily basis. Review Source JH Josh H. Service Engineer Information Technology and Services Used the software for: 2+ years ### "Delivers what's needed, but hopefully you're not in a rush" January 3, 2023 4.0 Pros Autotask is highly customizable and very good for an MSP in terms of ticket management. Cons The speed of the ticket loading and some minor bugs with switching Incident type and editing ticket information at the same time keeps this software from really being great. If you're an MSP that routinely handles 30 > calls per tech per shift, you're probably going to be able to find a better ticketing system, or at least one that's a little more snappy for your technicians. Review Source JS Jeff S. Principal Information Services Used the software for: 2+ years ### "Feature rich - alway improving" August 8, 2023 5.0 Autotask has been a great product. We have been extremely pleased to see how the Kaseya purchase has positively impacted the product. We continue to see feature rich updates and improvements in the product that make use easier. We are excited about our future and continue to use his platform. Pros Autotask is a feature rich PSA for the manage services business. The dashboard feature is extremely convenient to help in finding information easily. There are a lot of automation capabilities within the product. Cons It can be a little bit clicky as far as driving into menus to get to desired pieces of information. Once you understand how the system works, it does become easier to implement and change. I would invest resources and time into understanding how it’s all put together, so you can take full advantage of the features. I also highly recommend using their consulting services to onboard this product. It’s too big of an investment to wing it. Alternatives considered [ConnectWise PSA](https://www.capterra.com/p/107931/ConnectWise-Manage/) Reason for choosing Autotask PSA We heard too many complaints about the other product and wanted a faster development cycle. We felt Autotask had that capability. 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 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/) ## 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.