Autotask PSA

Score8.8 out of 10

136 Reviews and Ratings

Community insights

TrustRadius Insights for Datto Autotask PSA are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Business Problems Solved

Datto Autotask PSA has proven to be a versatile and indispensable tool for organizations across various industries. Users have widely praised its ability to serve as a centralized solution for managing client support tickets, contracts, invoices, and general information. The software's real-time graphical interface enables efficient tracking of ticket status and duration, which aids in generating accurate end-of-month reports. Autotask has also been commended for its customizable dashboards, which facilitate workload management and provide valuable insights into metrics and project progress. By integrating with other platforms like Xero, Autotask streamlines processes for the accounts team and ensures seamless coordination between different departments. Overall, Autotask has successfully addressed the needs of MSPs, empowered technicians to track time and client network information, and improved overall efficiency by automating workflows and consolidating essential functions within a single platform.

Reviews

30 Reviews

Autotask transformed how I manage my MSP.

Rating: 8 out of 10

Incentivized

July 20, 2022

Use Cases and Deployment Scope

We use Autotask as one of our primary business tools for tickets, time, expenses, contracts, and invoicing. It includes automation workflows we utilize to ensure tickets are attended to according to our standards and closed when the end user becomes non-responsive. All of our contact info is stored here, too, then propagated across our other platforms.

Pros

Ticket Automation.
Integrates with other platforms.
Invoicing including an expense or time approval process.
Speed forms autofill common fields to fit your need.

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.

Likelihood to Recommend

It is great for a professional service business and even better for IT-specific and MSP needs. It comes with quite a few of the standard settings and terminology specific for IT support and management to fast forward implementation. Any industry outside of that will have to start from a blank slate and would probably find a better fit with a different general-focused product.

Jeff Williamson

Owner in Information Technology at Elixis Technology (1-10 employees)

Vetted Review

3 years of experience

An all in one system that requires full adoption

Rating: 8 out of 10

Incentivized

June 1, 2022

Use Cases and Deployment Scope

Our team used Datto Autotask PSA for multiple business needs however our main utilization came through helpdesk ticket tracking and billing. The tool overall was a giant all in one solution to allow a MSP to have their entire operation located within the PSA. In my opinion the ability for it to be all in one is both its greatest selling point and its largest shortcoming.

Pros

All in one solution
Ticketing
Billing automation

Cons

integration with other non - datto solutions
Billing and accounting
Inventory management

Likelihood to Recommend

Datto Autotask PSA really shines when your entire operation is utilizing it. There is the option to do all accounting, inventory management, billing, Marketing, CRM, Support and others I am probably forgetting all in one place and each portion of your business knows what is happening at any point in the lifecycle of a client. Where we stuggled with getting the full value out of the solution is when portions of our business did not adopt Datto Autotask PSA which really limited the usefulness of the application as a whole.

Verified User

Employee in Information Technology (11-50 employees)

Vetted Review

1 year of experience

My experience with Datto Autotask PSA

Rating: 8 out of 10

Incentivized

May 4, 2022

Use Cases and Deployment Scope

It keeps track of time spent on tickets, keeps track of the tickets themselves, and serves as a repository of 'how we fixed it the last time.' It's very robust in how it can be configured and it can interface with LogicMonitor. Widgets are highly configurable and can bring a wealth of information to you at a glance (i.e. types of tickets open, how many are overdue or due, what status they are in etc.).

Pros

Keeps track of IT tickets (though it could be anything, not necessarily IT)
Keeps track of timesheets.
It's easy to use once you get the hang of it, which doesn't take long.

Cons

For my use case, it does the job perfectly.

Likelihood to Recommend

If you have work tickets to keep track of it's great. If you have timesheets to manage, it's great. These are essentially the only things I use it for.

Verified User

Employee in Information Technology (201-500 employees)

Vetted Review

5 years of experience

Datto is Great for MSPs

Rating: 10 out of 10

Incentivized

March 24, 2022

Use Cases and Deployment Scope

I had already been familiar with Datto before they acquired Autotask so I trusted that they would take AutoTask in a good direction. I have been very impressed with this software. As the owner of an MSP, this is essential to have for my clients. It ensures security for their infrastructure. I especially appreciate the high level of customer service for Datto. They are willing to help with the onboarding process and walk you through getting used to how their software works. I highly recommend it.

Pros

Onboarding.
Customer Service.
Support.

Cons

Sales.
Website.
Pricing.

Likelihood to Recommend

I would definitely recommend this product to other MSPs. I think it gives security and integrity to what we do. We need our clients to always feel like we have their backs and that their computer systems are secure and protected.

Jason Miller

Owner in Social Media at Access Technology (1-10 employees)

Vetted Review

4 years of experience

A complicated mess, but at least you signed a 3 year agreement to use it.

Rating: 2 out of 10

Incentivized

March 24, 2022

Use Cases and Deployment Scope

We use Datto AutoTask as our main support ticketing system as well as our solution to track billable and non-billable time to jobs. We also use it to schedule recurring activities that need to take place daily, weekly, monthly, quarterly, or annually. The customizable dashboards allow me to keep a handle on workload.

Pros

Automation possible based on different ticket types.
Knowledge base.

Cons

Integration with Datto RMM exists, but is poor.
Knowledge base has limited formatting options and is hard to navigate.
Knowledge base looks pretty ugly in my opinion.
You need to manually check off an option whether or not you want to include the customer on a notification or communication. This information is NOT displayed after you do it so you have no way of knowing if a customer was notified.
Automation is cumbersome and overly complicated.
I think that the setup and configuration are cumbersome and overly complicated. There are far simpler products that can do 95% of what this can without the level of effort.

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.

Howard Rabb

President in Corporate at 256 Solutions (1-10 employees)

Vetted Review

1 year of experience

View profile

Autotask Tickets

Rating: 7 out of 10

Incentivized

March 23, 2022

Use Cases and Deployment Scope

Every day we receive service request from clients or we used to report work in different clients. We enter information on tasks done to solve the issue reported by the different clients we serve. To report cases, work done, etc, it's very helpful and let you to control the hours used again the hours assigned. You can insert your tasks without problem, and multiple consultant can work in the same ticket (issue, report or work done). Automatically can email to the responsible of the ticket or the client whom open the ticket. The tickets can be included in a database knowledge for future reference. I tried to used to control projects, human resource and their efforts during the project, but the times I have tried, it is not so friendly. The report capability I think they are not friendly and limited. In the other hand, the supervisors can check the work done by the consultants, according to the roles assigned. The query for tickets can be tricky sometimes, and it opens a lot of windows, depending on what are you consulting or updating in the application. Most of my consultants only get into Autotask to enter information about the tickets. I have to do a little more, but I supose my boss, who has a more strong role using the app can do much more.

Pros

Creating Tickets for client issues
Sending emails notifying people involve
Updating tickets it is usually fast
Your tickets solves and completed can be part of your solution knowledge

Cons

Don't like very much UX
Querying tickets get tricky
Project management could be complicated

Likelihood to Recommend

Creating tickets for control of the job done, solutions applied and using for future references. besides has a good manage of tickets for reports and control. In my experience, when I had tried for projects, have been dissapointed, can of very complicate, defining stages of the project, task, duration and persons involved it is not easy, at least for me.

Felix Daniel Bravo Pérez, PMP, CAPM

EBS Functional Consultant Manager in Information Technology at Entrust Consultores de Centroamérica (51-200 employees)

Vetted Review

6 years of experience

View profile

Datto is the BEST!

Rating: 7 out of 10

Incentivized

March 22, 2022

Use Cases and Deployment Scope

We are always looking for ways for our techs to hit their SLA and a program that will allow us to track and ticket makes things so much easier to record. Customer service is a big deal to us and it's extremely important that we do what we promise with our IT Help Desk.

Pros

Integration
They have an app.
Centralizes our operations.

Cons

The interface could be better.
Would be nice to have a button where you could hover the mouse over to expand the ticket instead of opening it entirely.
Time consuming to add resources.

Likelihood to Recommend

Datto is great when you have several departments that do not necessarily always communicate well because you can go into separate files and put them together. Being able to accurately bill our clients is extremely helpful too. It helps us to achieve better insight into the project and profitability. If you are pounding out tickets, it can be a little clunky and if you have entry-level help desk pros, it could end up being chaotic because it's not really user-friendly.

Verified User

Manager in Marketing (201-500 employees)

Vetted Review

5 years of experience

Ideal for all MSPs

Rating: 9 out of 10

Incentivized

February 13, 2020

Use Cases and Deployment Scope

Datto Autotask PSA has been a great centralised tool to manage support tickets, quotes, customer relationship data and timesheets. The integrations with Xero make our accounts team very happy and ensures that we aren't jumping between a help desk, an invoice/quote system, normal emails and other tools. The built in internal and external knowledgebase is also great.

Pros

Centralised platform that manages all MSP items.
Integrations and workflow rules.

Cons

HTML editor from service desk (eg: unable to bold/underline/change colour of lines in responses to tickets).
UI could do with a little improvements (lots and lots of pop ups).

Likelihood to Recommend

Pros

Service desk.
Customer workflow rules.
Contract management.
MSP CRM.

Cons

UI needs a revamp
Site config needs to support more than just plain text
Need to support custom formatting throughout the platform, focusing on outbound service desk emails.

Ben Nichols

System Administrator in Information Technology at MCT Solutions (1-10 employees)

Vetted Review

2 years of experience

Autotask Review

Rating: 10 out of 10

Incentivized

November 11, 2019

Use Cases and Deployment Scope

We use Autotask to track tickets, contracts, invoices, billing info, create opportunities, and create reports for our customers. It basically allows us to do almost everything we need for our business.