C2 ITSM vs. Datto Autotask PSA

Datto Autotask PSA

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
C2 ITSM	Score 6.0 out of 10	Mid-Size Companies (51-1,000 employees)	C2 is an integrated IT service management software designed for organizations. It’s also an ITIL-ready and codeless service desk built for reaching ultimate automation potential and operating ticketing. C2 delivers enterprise service management solutions for either on-premise or cloud installation. It boasts fast configuration and onboarding to facilitate software transition without touching a single line of code or living in fear of the next upgrade. The web-based solution aims…	$44 per month per user
Autotask PSA	Score 8.8 out of 10	N/A	Autotask PSA is designed as a complete IT Business Management Platform for MSPs, now from Datto (resulting from the Autotask merger with Datto in 2017).	N/A

Pricing

C2 ITSM

Datto Autotask PSA

Editions & Modules

Named License: $44
per month per user
Concurrent Licenses: $60
per month per user

No answers on this topic

Offerings

Pricing Offerings
C2 ITSM	Autotask PSA
Free Trial
Yes	No
Free/Freemium Version
No	No
Premium Consulting/Integration Services
No	No

Entry-level Setup Fee

$6,000 per installation

No setup fee

Additional Details

Cloud version includes monthly subscription license, updates, hosting & support. Concurrent Licensing only. Yearly plan paid annually. Custom-cloud & Enterprise version available with additional options & features.

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More Pricing Information

Community Pulse
	C2 ITSM	Datto Autotask PSA
Considered Both Products	C2 ITSM No answer on this topic	Autotask PSA JW Jeff Williamson Owner Chose Autotask PSA Atera is an RMM first with PSA features so it falls short of a PSA. The essentials are there for a fledgling MSP, but for more advanced ticket handling and contract management, it falls short. When I used Zendesk at the beginning (about 10 years ago), it was really only a … Incentivized Helpful? Verified User Anonymous Chose Autotask PSA Kaseya BMS, Kaseya VSA, Datto Alto, Datto Cloud Continuity, Datto Backupify, Datto RMM, Datto Routers and ServiceNow IT Service Management Incentivized Helpful? JM Jason Miller Owner Chose Autotask PSA Both are very good, but Datto has better customer care in my opinion. Incentivized Helpful? Howard Rabb President Chose Autotask PSA Datto Autotask is much more complex than Atera's ticketing platform but is much more customizable. Incentivized Helpful? BN Ben Nichols System Administrator Chose Autotask PSA Datto Autotask PSA is probably the best all-in-one platform for MSPs. It's targeted and designed specifically for MSPs, whilst most service desk software/PSA is often just general service desk software. Incentivized Helpful? Ashley Beal Senior Office Administrator Chose Autotask PSA I haven't used anything else. Incentivized Helpful? ET Elvin Thomas GSO IT Coordinator Chose Autotask PSA Freshservice Incentivized Helpful? Kris Lambert Integration Specialist Chose Autotask PSA Autotask is more robust than simple ticketing systems. It provides better billing ability that many ticketing systems and works well with existing clients. The invoicing options provided are beneficial to the business and streamline the process. The ticketing system provides … Incentivized Helpful? Dan Gospe Chief Operating Officer, and HIPAA Privacy Officer Chose Autotask PSA The portion of Autotask that we've used other companies for prior to using Autotask is the Endpoint Management. The Autotask Endpoint Management (AEM) portal integrates perfectly with their PSA/CRM tools. It's alerting features are much better than the above software as there … Incentivized Helpful? Michaela Good Project Manager Chose Autotask PSA Everything else either has multiple modules or you need separate suites to do everything you want. Incentivized Helpful? Garry Adams Director of Operations Chose Autotask PSA It has been many years since we compared Autotask to the competition. We made the decision early on because of the overall solution that Autotask provides. It suits our needs well and we have not had a need to change since. Incentivized Helpful? Verified User Anonymous Chose Autotask PSA Cost was a factor. Our small company size meant less licenses to pay for each month for a web based product that our clients could easily use. Incentivized Helpful? Verified User Anonymous Chose Autotask PSA Its definitely has a better layout. Easier to customize. Easier search. Incentivized Helpful? Isaac Beyda IT Technician Chose Autotask PSA None Incentivized Helpful? Daniel J. Lewis System Administrator Chose Autotask PSA ConnectWise would be a close second however the overall functionality hasn't been great in the past, I've learned they've implemented a more robust web interface however the client was not stable. Autotask is easy to manage from service requests, reporting and time management. Incentivized Helpful? Verified User Anonymous Chose Autotask PSA I've used OTRS and Autotask gives a better overall experience as it isn't just simply a ticketing system it gives greater breadth over what you can accomplish. It allows for better interdepartmental communication rather than just a place for end users and clients to dump more … Incentivized Helpful? Mark Hitchcock Server Engineer Chose Autotask PSA Autotask stacks up fairly well against software like Kaseya, ConnectWise, and Tigerpaw. They all have their own strengths and weaknesses, however I feel that ConnectWise and Autotask have improved the most as of the last 10 years. The reason we chose Autotask is because it … Incentivized Helpful? Arthur Warren Site Supervisor Chose Autotask PSA Except for multi-tenancy and permissioning for external users, Autotask beats BMC Remedy in every category for an ITSM Incident/Request Management suite. From allowing legitimate multi-tasking to the streamlined and more-straightforward user experience, Autotask takes the focus … Incentivized Helpful? Verified User Anonymous Chose Autotask PSA ServiceNow was faster to use to create tickets in a fast-paced call center style helpdesk. I preferred it to Autotask, but from a business perspective, I felt that Autotask covers a lot more ground than ServiceNow. My Experience with Solar Winds was minimal although it was a … Incentivized Helpful? Verified User Anonymous Chose Autotask PSA We tested several solutions ranging from short-term trials to extended 6-month production runs and found the other solutions to lack what we needed. Autotask PSA was a more mature, thought-out, and developed product that had everything we needed in a single solution. Over the … Incentivized Helpful?

Best Alternatives
	C2 ITSM	Datto Autotask PSA
Small Businesses	Agiloft Service Desk (discontinued) Score 9.0 out of 10	HaloPSA Score 9.2 out of 10
Medium-sized Companies	Agiloft Service Desk (discontinued) Score 9.0 out of 10	Planview AdaptiveWork Score 7.4 out of 10
Enterprises	ManageEngine ServiceDesk Plus Score 9.2 out of 10	Planview AdaptiveWork Score 7.4 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	C2 ITSM	Datto Autotask PSA
Likelihood to Recommend	- (0 ratings)	10.0 (0 ratings)
Likelihood to Renew	- (0 ratings)	9.0 (0 ratings)
Usability	- (0 ratings)	9.0 (0 ratings)
Support Rating	- (0 ratings)	8.4 (0 ratings)

User Testimonials
	C2 ITSM	Datto Autotask PSA
Likelihood to Recommend	No answers on this topic	In my opinion, Datto Autotask is exceptionally complicated to set up, manage, and use on a daily basis. I would think the target market for this product would be someone managing a team of 20 - 50 people, possibly more. In my experience, for it to run properly you will need to dedicate at least half an FTE to running this product in an organization of that size per month. I would not recommend it for companies with less than 10 people or for companies that value quick communication with their clients. I would not recommend it for companies using Datto's RMM product. The integration exists, but it is clearly a bolt-on. They were not developed together and they are slow to talk to each other. Frequently you cannot add details from RMM sessions into the PSA without manually copying the ticket number, and if the ticket is more than a week old, then you can't even find it with the ticket number. Incentivized Howard Rabb President Read full review
Pros	No answers on this topic	AutoTask allows for us to receive and work support tickets very easily. We've setup various 'Issue Types' that in turn are bound to SLAs ensuring that items are worked appropriately as they are received. The automation that AutoTask allows for with regards to various emails/requests coming through has been great. It allows for us to not have to constantly "watch the queue" as when a critical item arrives the appropriate persons are notified and can work it. I feel that the management of AutoTask for both user setup, and various automations is done well. We're able to copy settings as needed, and create templates for multiple items. Incentivized Verified User Anonymous Read full review
Cons	No answers on this topic	The GUI is a little dated. Some integrations are limited for not being a Datto product. While not as complex to set up as Connectwise, it definitely requires some serious thought during the initial setup. Email processing could offer more options for parsing keywords and allow for more automation. The mobile app is just not worth using in my experience. Incentivized JW Jeff Williamson Owner Read full review
Likelihood to Renew	No answers on this topic	After using multiple products on the market, Autotask was intuitive and easy to manage. Incentivized Daniel J. Lewis System Administrator Read full review
Usability	No answers on this topic	Datto Autotask PSA is a full featured product that can do almost anything you need. There is a significant learning curve to get started which requires several hours spent in product training. Additionally, several hours / days are needed to get clients imported, contracts configured, and integrations implemented. Once the setup and user training is complete, the product is very functional, but it's imperative to not get overwhelmed when starting out. Incentivized Verified User Anonymous Read full review
Support Rating	No answers on this topic	They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part. Incentivized Ashley Beal Senior Office Administrator Read full review
Alternatives Considered	No answers on this topic	The portion of Autotask that we've used other companies for prior to using Autotask is the Endpoint Management. The Autotask Endpoint Management (AEM) portal integrates perfectly with their PSA/CRM tools. It's alerting features are much better than the above software as there aren't a bunch of superfluous and unneeded alerts. Instead, it only alerts for things that you specify that you want. Alerts aside, for the PSA/CRM, I don't have much to compare it to as Autotask was the first PSA we tried. It's hard to imagine a PSA having more features or doing a better job than Autotask. Incentivized Dan Gospe Chief Operating Officer, and HIPAA Privacy Officer Read full review
Return on Investment	No answers on this topic	We were able to identify the profitability of our entire client base. We identified a loss of over 1 million dollars for time unbilled consultancy fees using metrics derived from Autotask. Autotask helped us serve our client base in a professional manner, it's like having an entire department at your finger tips. Autotask is the heartbeat of our operation. Incentivized Verified User Anonymous Read full review
ScreenShots	C2 ITSM Screenshots