Autotask has helped us track our technicians' time, our sales process, and to remain ever mindful of our revenue and profitability. Autotask is purpose-built for our industry, and it shows.
The integration with Datto RMM did not work properly tickets not being created, sometimes slow and issues when logging in to the portal.
The Inside Scoop on Autotask PSA
製品を使ってみた感想： While Autotask PSA isn't perfect, it has definitely improved the way we manage our projects and services. The centralization of data, scheduling, resource management, and integration capabilities are all great features that have made our lives easier. However, it's important to be prepared for the software's complexity and occasional performance hiccups. If you can navigate these challenges, Autotask PSA can be a valuable tool for managing your professional services.
I've been using Autotask PSA for some time now, and I must admit that it has made a difference in how we manage our projects and services. One of the things I appreciate the most is the centralization of all our data in one place. It has made it much easier to track and manage our projects, resources, and clients. The scheduling and resource management features have been a game-changer, helping us allocate the right resources to the right tasks and projects. I also love the integration with other software we use, like our CRM and accounting tools. It has simplified our workflows and made everything more seamless.
Despite the benefits, Autotask PSA does have a few downsides. The first thing that comes to mind is the complexity of the software. It took me quite a bit of time to get comfortable with all the features and options. I wish they had more straightforward tutorials or help guides to make it easier for new users. Another issue I've encountered is the occasional slow performance, especially when generating reports or loading large amounts of data. It can be a bit frustrating when you're trying to get work done quickly.
Autotask a sledge hammer for a nut?
製品を使ってみた感想： Overall its doing the job so we continue to use it. It is expensive for what it is but if its not broke don't fix it.
Its thorough and excellent when working with multiple organisations.
Its very convoluted. This means its very flexible for sure but it can also be a bit of a mine field.
It's a leading PSA that needs work
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
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.
Our hub for delivery of Managed Services
I really appreciate the level of customization that we can implement on tickets, assets and workflows. It allows us to reflect our specific needs on the app, and avoid mistakes. The interface is very pleasant as well, altough I am not a fan on the recent changes following Kaseya's purchase. Just not a fan of theyr color and fonts, and it lost a bit from the previous UX.
It can be complex to implement and overwhelming. In particular, there should be some help in order to ensure the basics can be setup in accordance to best practices without much effort. There is the risk of losing yourself customizating worflows and tickets with a lot of detail, to later realize a lot of changes are required to fix some incorrect first steps.
Great for Large Teams
製品を使ってみた感想： Overall I enjoyed using the Autotask PSA for most things, but it was not a good fit for the team I was working with.
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.
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.
Good Software... Need Help to understand it
製品を使ってみた感想： The integration with Datto RMM is a plus. They work hand in hand. I am able to track my clients and time I spend doing tasks down to the minute.
This software has been great. It took me a while to get the hang of it. I am still learning the ropes, and I am into it for 2 months now. The staff has been very helpful in getting me onboard. I have not used all of my included support call time yet.
The learning curve is steep. You are only allowed 3 hours of free phone support to get started. Be careful with utilizing it to the fullest.
I love Datto products
You can automate anything you want with no limits
It is too complicated for new users to learn
Delivers what's needed, but hopefully you're not in a rush
Autotask is highly customizable and very good for an MSP in terms of ticket management.
The speed of the ticket loading and some minor bugs with switching Incident type and editing ticket information at the same time keeps this software from really being great. If you're an MSP that routinely handles 30 > calls per tech per shift, you're probably going to be able to find a better ticketing system, or at least one that's a little more snappy for your technicians.
Alright Autotask PSA
We use Autotask for our ticketing system. It is overall pretty good with some quirks. Time entries are built into ticket notes so that is helpful.
To get user privileges correct takes trial and error. Also, most of the time when there is a major update Autotask crashes for a while.
It does everything we need, and a lot more.
製品を使ってみた感想： Its helped to streamline our invoicing, and ticketing.
It integrates well with just about every other tool/system we need it to.
Due to its large feature set and flexibility, there is some unnecessary overhead for a company of our size (2-3 person shop).
A PSA to handle everything from ticketing to invoicing; Extremely customizable
My overall experience with Autotask PSA, from implementation to daily use, has been very favorable. I would highly recommend this software due to its versatility and ability to be customized. Our company was not taking full advantage of all modules (contracts and invoicing, specifically), which was detrimental to our overall efficiency. My recommendation would be that anyone considering this software look to implement all facets of the software for the best result.
Autotask PSA has an extensive FAQ library, webinars (live and recorded) and tutorials for new Administrators and users. Customer support was also very helpful when we had specific questions or issues, and there is a handy scheduling feature for technical support chats.
Autotask PSA is an extremely customizable tool. Different departments can have customized ticket categories, including Issue Types, priorities, resources, ticket status, due dates, workflows and notifications (and more) to fire off based on the rules associated with each category. The updates to the software in the last 18 months have improved the user experience. For example, when viewing a ticket, all pertinent information is available on the screen, from the ticket details to the activity history and even the company and contact information. It is simple to add "User Defined Fields" which are custom fields specific to your company or industry that you can add to Companies, Tickets, Contracts and more. There are several different 'modules' that are all included in the PSA license (no add on fees to take advantage of them). These include contract details, tracking sales leads and opportunities, generating invoices and syncing with Quickbooks and other financial software. The reporting module has a myriad of popular reports available with the option to customize each. Advanced reporting users can also create their own reports from any of the available data entry fields, including User Defined Fields. Timesheets and Expenses are tracked in this tool, including available vacation and sick time. Time off requests can be approved by authorized users. Users have access to widgets to quickly display data and metrics. Completely integrated with Datto/Autotask RMM tool.
There is a large learning curve when implementing this software. It is a common mistake to create a lot of customization (UDFs and workflows) because the Administrator is not familiar with the modules or the best practices of the software. Creating custom reports can be very cumbersome due to the vast number of options and fields available. When creating a new ticket, time entry or activity entry, a new window opens in the browser (which was an annoyance for some team members).
Used this program for two years as the department service management system. I was named a champion
製品を使ってみた感想： Was able to fill the service management needs of a large field service division.
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 .
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.
Needs more focus on documenting
I really like the interface in Autotask. It is clean and easy to navigate where I need to go. The number of applications that we use that integrate directly with AT helps us to work smarter not harder. Everything from RMM tools to accounting packages all have very solid integrations. The help function is responsive in what it returns on searches and I can usually find something to answer my question quickly.
Things I dislike include: the low set number of tickets I can have in a search list show at one time, the CRM module is antiquated and unused by us, the project module could be much easier to work in regularly and the mobile app needs to be revamped.
Implementation is not simple, Cost to Use Ratio is not good.
Confusion becomes high when you need to use so many different software to accomplish a smooth working environment.
Onsite Support: you can get customer signature for the work performed on mobile phone. Can refer back to the service tickets if they are filled accurately each time.
Does not provide a good Calendar view for Work distribution and management (It is crucial) Purchased it thinking we will be able to use it as CRM as well. Very basic CRM unusable. Gets expensive as you grow your team.
This helpdesk has a lot of functions. With all the data teams enter in the working day this can help accounts departments with invoicing in bulk with time constraints.
For the end user there are a number of fields to input. For example in an MSP work environment, you need to enter the company before the individuals name. Having that requirement slows down input and confuses the customer. The mobile app needs improvement. More investment on making this easy to use on mobiles and tablets is key to allowing engineers to work in the field.
Autotask PSA / CRM is a very feature-rich product
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
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.
Ticket management simplified with the help of Autotask
製品を使ってみた感想： 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
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
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
I have been working in IT for well over 10 years and used many ticket tools, by far the best.
Can make tickets quickly and easily and anytime I have trouble I can contact support by phone or chat and they are always super helpful. I also like the email to ticket functionality.
When people send an email to our support address and CC other people on it, others will reply all and create additional tickets and Autotask does not do anything to prevent this, it just creates duplicate tickets.
Can Pull Up Drawings on any Device
製品を使ってみた感想： If I ever need to pull up a drawing in the field, I can use Autotask to pull it up on my phone or tablet.
The 'Favorites' folder on the software allows me to personalize my profile, making it much quicker to access my files in the field.
Autotask requires a password every time I turn on the app. It would be more convenient if I could just stay logged in.
Autotask Has Revolutionized the Way We Operate
製品を使ってみた感想： I HIGHLY recommend Autotask as a platform on which to run an IT Services Company or Managed Services Provider business. It has revolutionized the way we operate, and I simply can't imagine being profitable and efficient without it.
We are a fast-growing IT Services Company, and implemented Autotask (thankfully) at the beginning of our growth. I attribute our ability to remain nimble and flexible primarily to Autotask. Autotask has helped us track our technicians' time, our sales process, and to remain ever mindful of our revenue and profitability. Autotask is purpose-built for our industry, and it shows. I feel like the product was built with my business in mind, and many of the features just make sense. The integration with Quickbooks has streamlined our bookkeeping and invoicing. The integration with Kaseya has made our service delivery much more efficient. The ticket tracking has enabled our team to collaborate on issues and tickets. The dashboards has helped us manage the business effectively and efficiently.
Like any software platform, the implementation of Autotask requires flexibility and a willingness to rethink some business processes. This has all been for the positive with us, though, and in the end we are much better off for changing our processes to match Autotask's workflow when it makes sense.
製品を使ってみた感想： This is collaboration at it's finest.
I like how it ties to all of our platforms like quoteworks, kaseya, etc. You are able to track everything in an existing account so that the whole company is on the same page with a particular account. There is no reason that information should be missing.
You are not able to scan business cards and have them directly upload into a new account. This would save sales reps so much time on the administrative side.
User friendly PSA
製品を使ってみた感想： It is quite a handy PSA to use and our 24/7 Tech teams are using it.
Time management feature enables us to keep track of Engineers assigned tickets more accurately. Integration with the Client's AutoTask makes Engineers work easy. It is compatible with a couple of other PSA integrations. The ticket search feature has more categories to drill down.
The report generation is a little slow sometimes.
great for prioritizing helpdesk tasks
製品を使ってみた感想： management of helpdesk and setting priorities
ability to keep track and prioritize helpdesk tickets. many functions and options . fairly user friendly and very descriptive. love to use the dashboard to keep track of all my clients tickets
it can sometimes be a little to detailed and take awhile to create a simple ticket. short codes are complicated to create. autofill for somethings would help alot to cut down on time
Autotask is good for smaller organizations
When we were a smaller company it worked well. Once we grew past 15 users the software was difficult to configure to work with.
No good workflows/ways to configure ticketing.
Awesome Helpdesk app
製品を使ってみた感想： Great tool for tickets and helpdesk, but need to have better support. There were things that could have been resolved if support payed attention to the issues presented.
TIcketing system easy for users to submit. As a user, easy to configure categories, and run reports against them. Ability for remote use as it is cloud based.
There were times that the system wasn't available or would get tickets up to 15 minutes after they were submitted, and this caused MSP SLA's to not be reached for 1st contact.