IT Business Management Software Platform
(68 reviews)Autotask Corporation created worlds leading hosted IT Business Management software built especially for VARs, MSPs and other technology solution providers to help them run their businesses better and more profitably. The company´s product line includes Autotask Professional Services Automation (PSA) software, and the VARStreet family of advanced quoting and e-commerce tools. It goes without saying that these products work together without any problem, and are available on-demand to help IT solution providers sell, implement, deliver and bill their technology products & services.
Since its foundation in 2001, Autotask has taken the position as the #1 provider of web-based IT Services Management Software. Worldwide tens of thousands of IT professionals trust our products. Autotask´s success is based on its feature to support IT service professionals automate and manage their people, projects and processes more efficiently. While Autotask provides tools and services that help every employee function more productively, it also provides managers with the necessary reporting capabilities in real time. If you are an enterprise that needs to manage its workforce resources effectively while servicing your customers satisfactorily you will find that Autotask is an excellent tool to maximize your ROI.
Guided by a highly respected, technically astute management team, Autotask has enjoyed accelerated growth throughout its history, a reputation as an industry pioneer, and is viewed as an excellent place to work. Autotask moved into new offices in a state-of-the-art building in late 2006.
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).
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.
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.
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.
Pros
Ticketing with Autotask saving a lot of time and efforts, it facilitates the communication between all stakeholders including our clients, allows internal notes on the ticket controls what the client can see and what is not, adding user defined fields allows us to generate more meaningful reports related to our business and our needs.
Managing projects is very productive with Autotask, as I can create a project and add some phases, and for each phase I can add what ever required tasks with a very effective hierarchy, also it updates the phase's status automatically when all related tasks completed.
It has a very powerful dashboard to list all project's status and other very helpful statistics, also the recent feature saves a lot of time searching for the same issue or ticket I just opened from a while.
It is very reliable, bugs free, has no performance issues an with a very good and friendly UI.
Cons
Why there is no feature to generate Project management charts like, network diagrams, WBS, Gantt charts from the current open projects?
There’s no large upfront charge for the software and no expensive hardware to buy and maintain. You pay a low monthly fee for each user. In fact, in most cases the cost of Autotask is covered with the first wasted hour each user saves, or the first missed billable hour they capture each month with our software.
Win New Business: Manage your sales pipeline from end-to-end with full-featured CRM including Opportunity Management, Sales Dashboard and Contact Group Manager.
Improve Service Delivery: A complete Service Desk, with bullet-proof service level management and built-in customer surveys, means nothing falls through the cracks. Ever.
Reduce Billing time by 85%: Stop wasting unbillable time preparing invoices. Autotask slashes the time associated with your billing cycle and improves cash flow through faster invoicing.
Capture More Billable Hours: Autotask captures every billable hour and expense associated with your projects and services and tracks them against your client accounts and contracts.
Boost Profit Margins: Instant access to real-time profitability analysis lets you quote projects and services more accurately than ever before.
Get Control of your Business: With a 360° view of your entire operation, you’ll know instantly what’s due, what’s billable, which employees are underutilized and which clients are most profitable.
Below are some frequently asked questions for Autotask.
Autotask offers the following pricing plans:
Pricing model: Subscription
Free Trial: Not Available
There’s no large upfront charge for the software and no expensive hardware to buy and maintain. You pay a low monthly fee for each user. In fact, in most cases the cost of Autotask is covered with the first wasted hour each user saves, or the first missed billable hour they capture each month with our software.
Autotask offers the following features:
Autotask has the following typical customers:
Large Enterprises, Mid Size Business, Small Business
Autotask supports the following languages:
Dutch, English, German, Spanish
Autotask has the following pricing plans:
Subscription
Autotask supports the following devices:
Android, iPhone, iPad
Autotask integrates with the following applications:
AuthAnvil, Auvik, Bitium, Client Heartbeat, Cloud Elements, Customer Thermometer, FreshBooks, Kaseya VSA, LogicMonitor, Pulseway
Autotask offers the following support options:
Forum, Online Support, Phone Support, Video Tutorials
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.