Datto Autotask PSA vs. GLPI

GLPI

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Autotask PSA	Score 8.9 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
GLPI	Score 9.3 out of 10	Mid-Size Companies (51-1,000 employees)	GLPI is an IT Service Management software based on open source technologies. It is a suite for IT, project, financial and user management. GLPI can support companies of any size, and offers both on-premises and cloud (SaaS) solutions.	$23 per IT agent/per month

Pricing

Datto Autotask PSA

GLPI

Editions & Modules

No answers on this topic

GLPI Network Cloud: $23
per IT agent/per month
Basic: $1,455
for <10 IT agents; <500 IT assets
Standard: $4,365
for <50 IT agents; < 5000 IT assets
Advanced: $14,550
for >51 IT agents; > 5001 IT assets

Offerings

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

Entry-level Setup Fee

No setup fee

$1,200 per installation

Additional Details

—

Prices for on-premises support L.3 and editor´s guarantee depends on the number of IT agents and IT assets. The price for GLPI Network Cloud is unique price per IT agent/per month. IT assets are free of charge and unlimited on GLPI Network Cloud. End users are free of charge for both options.

More Pricing Information

Community Pulse
	Datto Autotask PSA	GLPI
Considered Both Products	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?	GLPI Víctor Carrión Hontoria Sysadmin Chose GLPI We selected GLPI because it is free software, and because of the potential it expected to have. We do not consider other alternatives. Incentivized Helpful?

Features

Datto Autotask PSA

GLPI

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	Datto Autotask PSA - Ratings	GLPI 9.0 Ratings 10% above category average
Organize and prioritize service tickets	00 Ratings	10.00 Ratings
Expert directory	00 Ratings	8.00 Ratings
Self-service tools	00 Ratings	9.00 Ratings
ITSM collaboration and documentation	00 Ratings	8.00 Ratings
ITSM reports and dashboards	00 Ratings	10.00 Ratings

ITSM asset management

Comparison of ITSM asset management features of Product A and Product B
	Datto Autotask PSA - Ratings	GLPI 8.5 Ratings 3% above category average
Configuration mangement	00 Ratings	9.00 Ratings
Asset management dashboard	00 Ratings	8.00 Ratings

Change management

Comparison of Change management features of Product A and Product B
	Datto Autotask PSA - Ratings	GLPI 9.5 Ratings 12% above category average
Change requests repository	00 Ratings	9.00 Ratings
Service-level management	00 Ratings	10.00 Ratings

Best Alternatives
	Datto Autotask PSA	GLPI
Small Businesses	Teamwork.com Score 8.9 out of 10	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Medium-sized Companies	Planview AdaptiveWork Score 7.4 out of 10	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Enterprises	Planview AdaptiveWork Score 7.4 out of 10	ManageEngine ServiceDesk Plus Score 9.2 out of 10
All Alternatives	View all alternatives	View all alternatives

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

User Testimonials
	Datto Autotask PSA	GLPI
Likelihood to Recommend	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	GLPI is well suited to an on prem environment, I work for a company that values open-source software and European solutions. I have no experience with GLPI cloud hosted solution or their support as we have in house devs that fix and improve our installation, their community in the support forum is excellent if you have a question or want advice on an issue. Incentivized Verified User Anonymous Read full review
Pros	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	Tickering Inventory FAQ Incentivized Víctor Carrión Hontoria Sysadmin Read full review
Cons	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	Lack of auto update mechanism. Admin interface is somewhat dated. Incentivized Verified User Anonymous Read full review
Likelihood to Renew	After using multiple products on the market, Autotask was intuitive and easy to manage. Incentivized Daniel J. Lewis System Administrator Read full review	No answers on this topic
Usability	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	We’ve used GLPI for many years and the interface has gotten better with every major release, the dashboard is easy to use and customizable. With the massive catalogue of plugins, you can change or add so many features and if you have the right team, you can turn it into a completely unique piece of software. So, if the default setup isn’t to your liking you can tweak it extensively. Incentivized Verified User Anonymous Read full review
Support Rating	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	No answers on this topic
Alternatives Considered	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	We selected GLPI because it is free software, and because of the potential it expected to have. We do not consider other alternatives. Incentivized Víctor Carrión Hontoria Sysadmin Read full review
Return on Investment	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	No cost upfront apart from hosting Extensive plugin catalogue to add new features without any cost No maintenance cost unless you need support. Incentivized Verified User Anonymous Read full review
ScreenShots		GLPI Screenshots