Autotask PSA

We use it daily and couldn't live without it!

製品を使ってみた感想： We run our entire business out of Autotask. It does everything for us as an MSP.

良いポイント:

Autotask is about automation. It makes ticketing and billing processes standardized and automated. It has become our central repository for information. All service related issues, time spent, contracts, hardware, etc goes in there. I tell my team all the time, "If it doesn't exist in Autotask, it didn't happen."

改善してほしい点:

Autotask support has historically been difficult, but is getting much better. Reporting is very powerful, but also VERY difficult to get your arms wrapped around it. It isn't something you do on a whim. If you have time to spend with it, you'll get good data. If you don't have time to spend, make sure you pay for some Autotask consulting time to help you.

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.

良いポイント:

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.

改善してほしい点:

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.

Our hub for delivery of Managed Services

良いポイント:

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.

改善してほしい点:

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.

After 6 months of use still not working

製品を使ってみた感想： Horrible

良いポイント:

Seemed to have a lot of potential because of the integration with datto RMM but after 8 months never worked properly.

改善してほしい点:

The integration with Datto RMM did not work properly tickets not being created, sometimes slow and issues when logging in to the portal. Had to give up since I wasted too much time with support to try to get it resolved.

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.

良いポイント:

Its thorough and excellent when working with multiple organisations.

改善してほしい点:

Its very convoluted. This means its very flexible for sure but it can also be a bit of a mine field.