About Autotask PSA

Autotask PSA is an intelligent IT business management platform that centralizes operations to deliver the
mission-critical tools needed to run an IT managed services business. A single pane of glass view provides
full visibility into services, internal operations, customers, and prospects to improve efficiency and service with workflows optimized for MSPs to help resolve tickets faster—and make data-driven decisions to improve efficiency, accountability, and profitability.

Autotask PSA is a 100% SaaS application which means there is no hardware to test, maintain, or update. Autotask PSA has a proven track record of consistently delivering enterprise-grade, 99.99% uptime. Autotask PSA also offers a secure platform, with Datto requiring
two-factor authentication, undergoing routine penetration testing and infrastructure hardening, and actively monitoring for unauthorized access attempts.

Autotask PSA is the central hub for any MSP, and Datto’s open platform and API enables it to integrate with more than 200 critical applications such as remote monitoring and management and accounting solutions that an MSP needs to run their business. The single pane of glass increases efficiency and productivity
with intelligence to quickly identify relevant solutions from the knowledge base to solve issues more quickly and optimize workflows for MSPs to save time on every ticket.

Autotask PSA enables MSPs to work faster and easier with customizable dashboards for each individual user, providing an instant understanding of what’s happening with widgets that show mission-critical business data in real time. MSPs can track the metrics that matter and dig into the granular reporting that provides intelligence to make the best decisions for the company, such as ticket backlog, service level agreement compliance, resource utilization, and client satisfaction. Widgets are completely configurable to elevate helpful information based on each ticket or task so that it can lead the user to make smarter, data-driven
decisions and be more efficient.

Pricing starting from:

N/A

  • Free Version
  • Free Trial
  • Subscription

Key benefits of Autotask PSA

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 service level management and built-in customer surveys, means nothing falls through the cracks.

Reduce Billing time: Stop wasting unbillable time preparing invoices. Autotask PSA slashes the time associated with your billing cycle and improves cash flow through faster invoicing.

Capture More Billable Hours: Autotask PSA captures every billable hour and expense associated with your projects and services and tracks them against your client accounts and contracts.

Save Time and Deliver Better Service: Autotask PSA's Document Manager streamlines documentation utilization and organization to ensure accountability, standardization of service delivery, and tech insight and efficiency.

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.

Devices

Business size

S M L

Markets

Australia, Canada, China, Germany, United Kingdom, India, Japan, United States

Supported Languages

Dutch, English, German, Italian, Spanish

Pricing starting from:

N/A

  • Free Version
  • Free Trial
  • Subscription

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Features

Total features of Autotask PSA: 88

  • API
  • Access Controls/Permissions
  • Accounting
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Audit Management
  • Audit Trail
  • Automatic Backup
  • Billable Items Tracking
  • Billing & Invoicing
  • CRM
  • Calendar Management
  • Change Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Contract/License Management
  • Customer Database
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Expense Tracking
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Reporting
  • Incident Management
  • Inventory Management
  • Inventory Tracking
  • Invoice Management
  • Issue Management
  • Knowledge Base Management
  • Knowledge Management
  • Maintenance Scheduling
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Project Management
  • Project Time Tracking
  • Projections
  • Purchase Order Management
  • Purchasing & Receiving
  • Quotes/Estimates
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Scheduling
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Task Scheduling
  • Third Party Integrations
  • Ticket Management
  • Time & Expense Tracking
  • Timesheet Management
  • Vendor Management
  • Workflow Management

Alternatives

ConnectWise Control

4,7
#1 Alternative to Autotask PSA
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ConnectWise Automate

4,1
#2 Alternative to Autotask PSA
Boost the effectiveness of your IT teams and simplify every aspect of your business with flexible remote monitoring and...

SolarWinds Service Desk

4,6
#3 Alternative to Autotask PSA
SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other...

JIRA Service Management

4,4
#4 Alternative to Autotask PSA
Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular...

Reviews

Overall rating

4,2 /5
(91)
Value for Money
3,8/5
Features
4,1/5
Ease of Use
3,9/5
Customer Support
4,0/5

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Showing 5 reviews of 91
Garry A.
Overall rating
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • 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.

Elizabeth M.
Overall rating
  • Industry: Information Technology & Services
  • Company size: Self Employed
  • Used Daily for 6-12 months
  • 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 Management

Reasons for Choosing Autotask PSA

The team was looking for a PSA that integrated with an RMM.

Switched From

Zoho Desk

Reasons for Switching to Autotask PSA

The RMM was the main draw, the fully integrated PSA was a perk.
Chris H.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

CRM, Time tracking, Support management made easy

Reviewed on 2022/06/08

We successfully manage most aspects of our MSP business using Autotask. The entire workflow from...

We successfully manage most aspects of our MSP business using Autotask. The entire workflow from incoming requests, time tracking, resource management, contract management, ending with an API workflow to our billing system.

Pros

From an MSP perspective, this product functions as a CRM, time tracking/management, contract management, and ticket system. You can manage all aspects of an MSP business here with billing integrations available to close the loop.

Cons

It can be a bit difficult to get started, but this is more of a business process issue as opposed to a product issue. If you have defined your workflow and processes you can translate them easily into this product.

Verified Reviewer
Overall rating
  • Industry: Computer & Network Security
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 5.0 /10

Just OK

Reviewed on 2022/05/23

As a MSP you need to have one. The client facing ticket portal is unusable. The KB section makes it...

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

Reasons for Switching to Autotask PSA

Not many choices at the time.
Karen F.
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 51-200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Ticket management simplified with the help of Autotask

Reviewed on 2022/05/05

My overall experience would be two thumbs up! it isn't another ticket managing system I would...

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

Showing 5 reviews of 91 Read all reviews

Autotask PSA FAQs

Below are some frequently asked questions for Autotask PSA.

Autotask PSA 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 PSA has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001-5 000

Autotask PSA supports the following languages:

Dutch, English, German, Italian, Spanish

Autotask PSA supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Autotask PSA integrates with the following applications:

Acronis Cyber Backup, Auvik, BackupAgent, Bitium, BrightGauge, Client Heartbeat, Cloud Elements, ConnectBooster, ConnectWise Automate, ConnectWise Cybersecurity Management, ConnectWise Sell, Customer Thermometer, Datto RMM, Datto Workplace, Flow, Gluh, IT Glue, Kaseya VSA, Liongard, LogicMonitor, MSP360 Managed Backup, Naverisk, NinjaOne, Passportal, Pulseway, QuickBooks Online Advanced, Quickbooks Online, QuoteWerks, Quoter, RMM, Rescue, ScalePad, Splashtop Remote Support, Tpad PBX, Unigma, Xero

Autotask PSA offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

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