# Page 3 | Autotask PSA Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 3 - Reviews of Autotask PSA ## Showing most helpful reviews Showing 51-75 of 156 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Jamie G. IT Manager Computer Hardware Used the software for: 2+ years ### "A great tool if they fix some of the glitches" August 11, 2023 4.0 Overall it is really good tool and I can't see us moving from it in the near future Pros Very versatile tool has some great customisation options. Cons When the options aren't customisable at all it really does hinder you.The inventory system could be setup for multiple physical locations.No option for a 24 hour clock 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 EH Ewan H. Senior Solutions Consultant Information Technology and Services Used the software for: 2+ years ### "A decent ticketing tool but lagging behind the competition" October 5, 2023 5.0 Pros We have used Autotask PSA since before I joined the company in July 2015. We are well used to it. It's been fantastic for managing service desk requests and incidents. We've also extensively used the TaskFire option to allow customers to manage tickets natively. This ability to collaborate has been very valuable and lead to reduced wait times and ticket-ownership confusion. Cons We have been looking for other ticketing solutions to gauge the features we have. In every single tool we've found that they all mirror what Autotask can do. There's nothing special that sets Autotask apart. In fact we ended up using IT Glue for knowledge management and password management in 2017 because the inbuilt tools in Autotask were so bad. We're currently in the process of moving to ServiceNow. 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 VK Victor K. Systems Administrator Information Technology and Services Used the software for: Less than 6 months ### "PSA Tool" November 13, 2023 3.0 I am really hoping over the next few quarters there are major UI/UX changes for quality of life. Pros What I like most about the Autotask PSA is the workflow rules. These rules are well structure and allow for easy automation Cons Autotask PSA is in a odd growth period where it has some features and ease of use abilities. It lacks in the UI/UX division. Often to do one task you need to press several buttons and it also is stuck between updated items and original items making buttons and looks different in some areas. Alternatives considered [HaloCRM](https://www.capterra.com/p/10003936/HaloCRM/)[ConnectWise PSA](https://www.capterra.com/p/107931/ConnectWise-Manage/) Reason for choosing Autotask PSA I choose Autotask for the sake of Intergrations with our other new Datto resources. Switched from [ConnectWise PSA](https://www.capterra.com/p/107931/ConnectWise-Manage/) I Switch to Autotask for the sake of better integrations. Review Source IH Ian H. Technical Manager Information Technology and Services Used the software for: 2+ years ### "Autotask PSA Review" August 12, 2022 5.0 Very good, nice team, easy to talk to, does everything we need to and some more. Pros All in one facility/features bar exception of a RMM, but that is another product also provided and integrates so all good. Designed for our industry. Cons Cost, maybe some archaic features that could be better. Report feature needs a degree to understand, "everything extra" costs. Reason for choosing Autotask PSA It's a fully supported product, not a custom one that might lose development after a few years. Review Source SL Simon L. Director Information Technology and Services Used the software for: 2+ years ### "Autotask a sledge hammer for a nut?" November 15, 2022 4.0 Overall its doing the job so we continue to use it. It is expensive for what it is but if its not broke don't fix it. Pros Its thorough and excellent when working with multiple organisations. Cons Its very convoluted. This means its very flexible for sure but it can also be a bit of a mine field. Alternatives considered [Atera](https://www.capterra.com/p/144309/Atera/)[Kaseya VSA](https://www.capterra.com/p/100303/Kaseya-VSA/) Reason for choosing Autotask PSA BEtter fit with our partners Switched from [Atera](https://www.capterra.com/p/144309/Atera/) Better integration with our partners who were already using Autotask. 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 Girish P. Key Account Manager Financial Services Used the software for: Less than 6 months ### "Super Easy to Setup & Use" August 23, 2022 3.0 Has been unique and plesent till now. Pros Easy to setup, Usage and best on MSP PSA Solutions and 99% uptime. Cons Need more features to be added. Also extend trial period will be useful Alternatives considered [Exercise.com](https://www.capterra.com/p/152284/exercise-com/)[Bitrix24](https://www.capterra.com/p/113540/Bitrix24/)[Wrike](https://www.capterra.com/p/76113/Wrike/) Reason for choosing Autotask PSA Easy to use Switched from [Smartsheet](https://www.capterra.com/p/79104/Smartsheet/) Was more efficent then Smartsheet 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 ID Ivan D. Managing Partner Information Technology and Services Used the software for: 2+ years ### "Our hub for delivery of Managed Services" January 14, 2023 5.0 Pros I really appreciate the level of customization that we can implement on tickets, assets and workflows. It allows us to reflect our specific needs on the app, and avoid mistakes. The interface is very pleasant as well, altough I am not a fan on the recent changes following Kaseya's purchase. Just not a fan of theyr color and fonts, and it lost a bit from the previous UX. Cons It can be complex to implement and overwhelming. In particular, there should be some help in order to ensure the basics can be setup in accordance to best practices without much effort. There is the risk of losing yourself customizating worflows and tickets with a lot of detail, to later realize a lot of changes are required to fix some incorrect first steps. 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 MT Micheal T. Marketing Director Hospital & Health Care Used the software for: 1-2 years ### "Autotask PSA Is an Insightful and Reliable Solution" April 1, 2024 5.0 Pros Autotask PSA has brilliant and easy to use features. The capabilities of Autotask PSA are excellent. Cons I do not dislike Autotask PSA at all. Autotask PSA has been the best. 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 HGE, Hesham Gomaa Elmasry ,. EDI Project and Product Manager Computer Software Used the software for: 2+ years ### "Very easy project scheduler app" July 4, 2019 5.0 Very productive project management app especially, the scheduling and the reporting part Pros It avails a very productive and professional dashboard, it organizes huge communications on tickets and projects very easy, it facilitates in-line scheduling for phases and related tasks very easy, it allows customize very productive reports and you can schedule when you need to receive these reports automatically. Cons We sometimes face problems with the integration with Autotasks APIs, as sometimes it works and sometimes not. Review Source JG Jaden G. IT Specialist Information Technology and Services Used the software for: 2+ years ### "Autotask is great as a ticketing system" November 21, 2022 5.0 Overall I would recommend this software. We use it daily for a few years now. It is great for documentation and tying it to the company. The ticketing works well and the alerts are great. Pros I use this product every single day as our ticketing software. It is great. It is easy to create widgets to track metrics as well as keep account of tickets. I also like the ability to create configuration items and easily tie them to the company they go with. Cons Its a little slow to respond sometimes. It does not like when you are trying to edit/save two tickets at the same time. Other than that not much complaints. 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 Neil G. President Information Technology and Services Used the software for: 1-2 years ### "It does everything we need, and a lot more. " March 10, 2023 5.0 Its helped to streamline our invoicing, and ticketing. Pros It integrates well with just about every other tool/system we need it to. Cons Due to its large feature set and flexibility, there is some unnecessary overhead for a company of our size (2-3 person shop). 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 JD Joe D. President Computer & Network Security Used the software for: 1-2 years ### "After 6 months of use still not working" March 26, 2022 3.0 Horrible Pros Seemed to have a lot of potential because of the integration with datto RMM but after 8 months never worked properly. Cons The integration with Datto RMM did not work properly tickets not being created, sometimes slow and issues when logging in to the portal. Had to give up since I wasted too much time with support to try to get it resolved. Alternatives considered [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) Reason for choosing Autotask PSA Seemed to have a lot of features that I can use like ticketing integration with Datto RMM and Datta backup. Review Source VR Verified Reviewer Consultant Telecommunications Used the software for: 1-2 years ### "Autotask utilization for Project Management" May 26, 2022 4.0 Pros I am using it for project management and it proves to be very useful tool for it. Cons Little bit confusing at the begining. But soon I catch it up. 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 VR Verified Reviewer Manager of Development Services Information Technology and Services Used the software for: 2+ years ### "Autotask: I wish it worked better..." October 29, 2018 3.0 I like it, but want to like it more. For my basic needs of recording time per project or ticket, it's a pain to use. Pros The best part of Autotask is the promise for what it can do. It sould work as a single service for managing projects, customers, and time keeping. Cons The worst part of Autotask is the user interface. It has most of the functionality I need, but it is just frustrating to use. The UI changes enough every release to make it hard to keep up. the changes only seem to make it harder to use. 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 KF Karen F. Registered nurse Hospital & Health Care Used the software for: 6-12 months ### "Ticket management simplified with the help of Autotask" May 5, 2022 5.0 My overall experience would be two thumbs up! it isn't another ticket managing system I would prefer rather than Auto task. I feel like I'm going to be with it for a long time Pros Auto task can integrate with almost any third-party software you can imagine it can create tickets on its own from alerts received from third-party vendors, can close tickets when it notices the devices back online all by itself and on and on and on. With auto tasks if you want to automate or just keep track of your tickets or service calls it's so simple Cons If you've never used auto task before it can feel overwhelming. There is so much you can click on and view that most users have a hard time learning everything it can do 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.