Autotask PSA

4.3 (134)
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IT Business Management Software Platform

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.


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.


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Autotask PSA

4.3 (134)
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Starting Price

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US$60.00
month

Pricing Options

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Features

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Integrations

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Ease of Use

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Value for Money

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Customer Service

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Reviews

Overall rating

4.3 /5
(134)
Value for Money
4/5
Features
4.2/5
Ease of Use
3.9/5
Customer Support
4.1/5

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Showing 5 reviews of 134
Dan
Overall rating
  • Industry: Information Technology & Services
  • 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 9.0 /10

Autotask PSA / CRM is a very feature-rich product

Reviewed on 2018/06/21

Pros

Central client management, which integrates well with dispatch and scheduling. Billing and contracts are also managed by Autotask. It's a central area to basically manage all of your clients, from their demographics and contact info, to their contract types, to time-entries for the techs and finally invoicing

Cons

It can be confusing to learn the system, since there is so much there. It's best to have certain employees focus on certain aspects of the service.

Bruce
Bruce
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 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.

Pablo
Overall rating
  • Used Daily for 2+ years
  • 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.

Justin
Overall rating
  • Industry: Information Technology & Services
  • 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 9.0 /10

Autotask is great!

Reviewed on 2023/08/23

Overall, autotask is awesome. I highly recommend to tech teams that need help with customer...

Overall, autotask is awesome. I highly recommend to tech teams that need help with customer management and ticket visibility.

Pros

Autotask makes it easy to keep track of customers, contracts, tickets, and all communication to and from a customer. The portals make ticket queues simple to manage.

Cons

I do feel like Autotask could have a bit more automation and integrations. An SMS tool would be nice.

Alternatives Considered

ConnectWise ScreenConnect
Verified Reviewer
Overall rating
  • Industry: Retail
  • Used Daily for 2+ years
  • 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.

Showing 5 reviews of 134 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 CPQ, ConnectWise Cybersecurity Management, Customer Thermometer, Datto RMM, Datto Workplace, Flow, Gluh, IT Glue, Kaseya VSA, Liongard, LogMeIn Rescue, LogicMonitor, MSP360 Managed Backup, N-sight, Naverisk, NinjaOne, Passportal, Pulseway, QuickBooks Online, QuickBooks Online Advanced, QuoteWerks, Quoter, ScalePad Lifecycle Manager, 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

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