Autotask PSA Reviews

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137 Reviews

- Industry: E-Learning
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
The Inside Scoop on Autotask PSA
Reviewed on 2023/03/17
While Autotask PSA isn't perfect, it has definitely improved the way we manage our projects and...
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.
- Industry: Information Technology & Services
- Company size: Self Employed
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 5.0 /10
Great for Large Teams
Reviewed on 2019/09/16
Overall I enjoyed using the Autotask PSA for most things, but it was not a good fit for the team I...
Overall I enjoyed using the Autotask PSA for most things, but it was not a good fit for the team I was working with.
Pros
Autotask PSA is a great option for large teams. It is fully customizable, offers a wide array of features, and has an excellent, hands-on onboarding process. It is a great option for large teams.
Cons
This software required quite a bit of manual set up for tasks I needed -- things such as automatically sending emails to clients on ticket updates, changing fields from required to not required, etc. For a very small team, onboarding was a bit onerous.
Alternatives Considered
JIRA Service ManagementReasons for Choosing Autotask PSA
The team was looking for a PSA that integrated with an RMM.Switched From
Zoho DeskReasons for Switching to Autotask PSA
The RMM was the main draw, the fully integrated PSA was a perk.- Industry: Computer & Network Security
- Company size: Self Employed
- Used Monthly for 1-5 months
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
It Does What It Says - And That's It
Reviewed on 2024/03/25
Pros
Easy functionality is important because i work as a one man team
Cons
the support is impossible to get through to in critical times
- Industry: Computer & Network Security
- Company size: Self Employed
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Good Software... Need Help to understand it
Reviewed on 2019/12/31
The integration with Datto RMM is a plus. They work hand in hand. I am able to track my clients and...
The integration with Datto RMM is a plus. They work hand in hand. I am able to track my clients and time I spend doing tasks down to the minute.
Pros
This software has been great. It took me a while to get the hang of it. I am still learning the ropes, and I am into it for 2 months now. The staff has been very helpful in getting me onboard. I have not used all of my included support call time yet.
Cons
The learning curve is steep. You are only allowed 3 hours of free phone support to get started. Be careful with utilizing it to the fullest.

- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
It does everything we need, and a lot more.
Reviewed on 2023/03/10
Its helped to streamline our invoicing, and ticketing.
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).

- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Amazingly comprehensive managed services
Reviewed on 2018/07/11
The AutoTask \ Datto AEM software is one of the best RMM products we've used. We originally were...
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.

- Industry: Computer Networking
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Autotask does a lot of things. Many really well.
Reviewed on 2021/03/02
Overall, this is a great system for managing a busy tech company, and I recommend it for anyone who...
Overall, this is a great system for managing a busy tech company, and I recommend it for anyone who bills based on time spent with clients.
Pros
I manage my clients and my team through the PSA. Trouble-tickets are great, the queues are all very versatile and easy to manage. We have automated alerts, calls, and client-submitted tickets and screenshots all populating to an active queue.
Cons
The "Site Configuration" and basic details of each site could be a lot better organized. Right now, if you want to store a bunch of passwords or configuration details of any one site, it can be cumbersome and difficult to find what you need. Similarly, attached pictures or other attachments for the clients can be tough to find.

- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Super Easy to Setup & Use
Reviewed on 2022/08/23
Has been unique and plesent till now.
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
Reasons for Choosing Autotask PSA
Was more efficent then SmartsheetSwitched From
SmartsheetReasons for Switching to Autotask PSA
Easy to use
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
We use it daily and couldn't live without it!
Reviewed on 2017/12/05
We run our entire business out of Autotask. It does everything for us as an MSP.
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.

- Industry: Information Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Quality platform for the Support Ticket lifecycle.
Reviewed on 2019/05/26
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.
- Industry: Information Technology & Services
- Company size: Self Employed
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
HaarmanB ICT's review
Reviewed on 2023/08/08
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
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Autotask PSA Service Desk
Reviewed on 2023/08/09
Pros
The ease of use with the service desk board and mobile app use
Cons
Integration with Quickbooks online does not work as hoped for
- Industry: Computer & Network Security
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Switch to PSA
Reviewed on 2023/08/08
Pros
The product is so much easier to use compared to BMS
Cons
At the moment there isn't really anything
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 9.0 /10
Alright Autotask PSA
Reviewed on 2023/02/14
Pros
We use Autotask for our ticketing system. It is overall pretty good with some quirks. Time entries are built into ticket notes so that is helpful.
Cons
To get user privileges correct takes trial and error. Also, most of the time when there is a major update Autotask crashes for a while.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 5.0 /10
Delivers what's needed, but hopefully you're not in a rush
Reviewed on 2023/01/03
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.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Easy to use to manage customers, tickets, and service contracts
Reviewed on 2022/07/01
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- Industry: Retail
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Used this program for two years as the department service management system. I was named a...
Reviewed on 2018/06/12
Was able to fill the service management needs of a large field service division.
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.
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
It isn't the prettiest or sleekest looking, but AEM provides a deep toolkit for the IT...
Reviewed on 2018/01/09
AEM makes it easy to organize multiple off-site locations and set up hardware monitoring, apply a...
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.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Autotask is great as a ticketing system
Reviewed on 2022/11/21
Overall I would recommend this software. We use it daily for a few years now. It is great for...
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.
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
It's a leading PSA that needs work
Reviewed on 2018/03/22
Pros
The integration of multiple components (sales, ticketing, RMM, leads, quotes) is nice to have and is ideal in today's world where managed services providers need all innone solutions
Cons
Every feature unfortunately seems half baked. Some examples of this are: There is no direct integration with quoting resellers like Ingram to get sales data (unless you buy a 3P module such as QuoteWerks), deleting tickets is a colossal nightmare which can't be done via their API. Their APIs in general are fairly poor as they don't let you do basic functions such as deleting configurations or tickets, setting a ticket creator or setting the name of the person that is doing a note or comment (these features are only available via their email gateway or through the portal itself. There is no ability to truly lock down a user account, help desk users are able to pull reports of other members utilization and work being performed even if they are not queue owners.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 3.0 /10
Autotask: I wish it worked better...
Reviewed on 2018/10/29
I like it, but want to like it more. For my basic needs of recording time per project or ticket,...
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.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 0.0 /10
Insufficient
Reviewed on 2021/11/06
Implementation is not simple, Cost to Use Ratio is not good.
Confusion becomes high when you need...
Implementation is not simple, Cost to Use Ratio is not good.
Confusion becomes high when you need to use so many different software to accomplish a smooth working environment.
Pros
Onsite Support: you can get customer signature for the work performed on mobile phone.
Can refer back to the service tickets if they are filled accurately each time.
Cons
Does not provide a good Calendar view for Work distribution and management (It is crucial)
Purchased it thinking we will be able to use it as CRM as well. Very basic CRM unusable.
Gets expensive as you grow your team.
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
I have been working with ATP for 10+ years now
Reviewed on 2017/09/15
Pros
It is great for startup companies but not for companies that are growing and offers tools like big boy enterprise applications, and you can get up and running quickly.
Cons
I have been suggesting in the forums for years to have a way to remove in a simple and easy "select all" for graphics that are attached from the email parser and clutter up tickets, and no response. Recently I was in a webinar and pointedly asked about why this was not included in the update and crickets..... it is the little things that annoy folks over time, and having to scroll through every signature graphic and html goop and clean up ticket for easier use. The support staff for plugins like procurement and sales are also annoying...

- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
You don't know what you have till it's gone...
Reviewed on 2018/05/17
It did the job it was supposed to do, integrated well with other titles, and is a polished, mature...
It did the job it was supposed to do, integrated well with other titles, and is a polished, mature offering.
Pros
Autotask can do alot. In fact, it can do so much that you can be overwhelmed at times. Also, it almost always works, with very few service delays or interruptions. It wasn't until I switched PSAs that I realized how good it is.
Cons
It's pricey. Doing a single operation can open 3 to 4 windows. Not always super intuitive. Inventory doesn't support UPC codes.
- Industry: Hospital & Health Care
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
I have used Autotask to keep track of my tickets and tasks in my last job. I thought it was...
Reviewed on 2018/07/26
I felt that I was able to get my work done quickly, and I was able to stay organized with it.
I felt that I was able to get my work done quickly, and I was able to stay organized with it.
Pros
The software allowed me to keep track of all of my tickets, and project tasks. I was able to easily pull up what I needed to know about our customers, and what I was working on. It was very easy to use.
Cons
There really wasn't anything I didn't like about the software. It was easy to use, and I was able to get my work done, quickly and efficiently.