Autotask PSA

You get out what you put in

製品を使ってみた感想： I use Autotask daily to manage projects, tickets, contracts and pull reports required to fulfil my duties. Other than Teams and Outlook, its the platform I rely on most. Autotask is infinitely customisable so almost any business problem can be solved. Workflows allow automated events from notifications to status changes to be configured based on an unlimited list of triggers. Contract management and time entries for billing are a critical component of what MSPs do everyday. We use APIs to solve problems that can't be solved inside Autotask.The project management module is under developed though. Its impossible to view project tasks in a Kanban view and Autotask lacks features common in other platforms to make managing agile projects simple. If Autotask hadn't been so deeply integrated in our organisation, I might well be using something else for managing our projects. The procurement module is similar. Its apparent that the majority of Autotask's development budget is spent on the ticket management system. The knowledgebase section works well, but lacks the UI to make it a go to location for storage of the entire business's knowledge. It would be great to see some AI integration to assist engineers to solve tickets by suggesting fixes based on KB articles.

良いポイント:

Autotask provides a platform that covers almost everything required by an MSP that takes its business seriously. Its infinitely customisable and can be configured to do almost anything. The ticket management system is excellent and the integrated contract and time management features are indispensable for MSPs that sell many different services.

改善してほしい点:

The user interface is outdated which can make the platform difficult to use and configure. The project management features in Autotask still feel neglected and lack many features now considered to be basic by modern standards. The procurement section is also cumbersome and lacks the flexibility needed by most businesses.

Autotask Tops CW and other Ticket Systems

製品を使ってみた感想： Autotask is a clean solution to IT ticketing needs that can otherwise be a complete mess to sort through.

良いポイント:

Autotask is highly customizable and sorts everything into queues easily. AT tracks more aspects of the business than other ticketing platforms I've used.

改善してほしい点:

Autotask has an intricate back-end with many rules and settings... sometimes the rules can overlap each other and it's not always clear where to find the solution if a taskfire is misfiring or failing.

AutoTask Reviee

製品を使ってみた感想： AutoTask gets the job done and I have used it for many years, but I’m sure better alternatives exist. Kaseya has thankfully taken over the product and they are making regular efforts to improve it.

良いポイント:

It gets the job done and is a competent ticketing platform.

改善してほしい点:

Convoluted design. Way too many menus. Not easy to navigate. Having to always put a ticket in edit mode for every little change is annoying. The product feature suggestion board is a waste of time. People have to vote on your suggestions before they’re considered. The system is not great.

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.

Used for Many Years, Good Product

製品を使ってみた感想： Overall I enjoy using AutoTask. I have been using it for almost 10 years across two different companies and have come to know it very well.

良いポイント:

The overall presentation, use and customization of Autotask is what I appreciate most. It's easy to use, provides plenty of customization options and functionality that you can tweak to suit your needs.

改善してほしい点:

It can be cumbersome to find exactly where to adjust something on the backend. Due to the amount of customizations, searching can be tricky.

If ticket communications are critical, Autotask is woefully under developed.

製品を使ってみた感想： Very frustrated our initial efforts to emphasise specific requirements around integrated messaging from tickets received assurances and poor demonstrations misleading our understanding of the numerous product limitations. Search functionality of the UI is also lacking and with no option to write or save your own queries we have to submit a feature request to community in the hope of just making common variables such as Website or Contract names accessible from the search form. The fact that Kaseya doesn't even use Autotask is definitely noteworthy.

良いポイント:

The online chat support staff were both knowledgeable and accessible during regular business hours in New Zealand and in my opinion represent one of the more compelling values of the platform.

改善してほしい点:

Email handling functions are woefully out of date. As an MSP providing contract ICT Support for customers it is absolutely essential that we be able to interact with third party vendors on matters related to numerous types of issues where the customer contact does not need to be involved. These issues can be related to licensing, security, cable contractors, etc. In my previous experience with other products such as Request Tracker, FreshDesk and FreshService, ZENdesk, and even Spiceworks, this has never been an issue -- all supported the basic feature of being able to email and receive a reply back as internal update on the ticket. I made concerted effort to spell this out as clearly as possible to during the initial pre-sales demos and was misled to believe Autotask wouldn't be a problem here. Now we are losing track of significant amounts of key communications being documented in our tickets because of this.

A decent ticketing tool but lagging behind the competition

良いポイント:

We have used Autotask PSA since before I joined the company in July 2015. We are well used to it. It's been fantastic for managing service desk requests and incidents. We've also extensively used the TaskFire option to allow customers to manage tickets natively. This ability to collaborate has been very valuable and lead to reduced wait times and ticket-ownership confusion.

改善してほしい点:

We have been looking for other ticketing solutions to gauge the features we have. In every single tool we've found that they all mirror what Autotask can do. There's nothing special that sets Autotask apart. In fact we ended up using IT Glue for knowledge management and password management in 2017 because the inbuilt tools in Autotask were so bad. We're currently in the process of moving to ServiceNow.

The central hub for IT tools

製品を使ってみた感想： Overall experience has been positive. I've used Service Now, Connectwise Manage, and Service CEO in similar capacities. Autotask has a larger feature set without relying on third party applications. Autotask includes base level abilities for typical third party plugins with the option to integrate more feature rich plugins if desired.

良いポイント:

I like the ability to feed information from multiple different toolsets in to Autotask. I also love the ability to customize ticket templates and place valuable related data like related ITGlue articles and passwords in the tickets.

改善してほしい点:

It's wide variety of options does lead to a slightly complex UI for new users.

Autotask is great!

製品を使ってみた感想： Overall, autotask is awesome. I highly recommend to tech teams that need help with customer management and ticket visibility.

良いポイント:

Autotask makes it easy to keep track of customers, contracts, tickets, and all communication to and from a customer. The portals make ticket queues simple to manage.

改善してほしい点:

I do feel like Autotask could have a bit more automation and integrations. An SMS tool would be nice.

HaarmanB ICT's review

良いポイント:

feautureset, ease of use, automation using Workflow Rules

改善してほしい点:

WYSIWYG user interface of template building. I use an external HTML-editor to create, modify and preview the HTML code

Good product value rate

製品を使ってみた感想： always available SAAS solution, very good qualified helpdesk

良いポイント:

easy to use and implementFull of features and self-designable dashboards and workflows

改善してほしい点:

it's so full of features that makes it hard to decide where and at what stage in implementing you should start using them

Autotask PSA Service Desk

良いポイント:

The ease of use with the service desk board and mobile app use

改善してほしい点:

Integration with Quickbooks online does not work as hoped for

Autotask PSA Review

良いポイント:

The ability to receive notifications via mail on a logged ticket

改善してほしい点:

Unable to search keywords on the application and get results

Alright Autotask PSA

良いポイント:

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.

改善してほしい点:

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.

A PSA to handle everything from ticketing to invoicing; Extremely customizable

製品を使ってみた感想： 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.

良いポイント:

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.

改善してほしい点:

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).

Just OK

製品を使ってみた感想： As a MSP you need to have one. The client facing ticket portal is unusable. The KB section makes it hard to add images.

良いポイント:

It is a mature product. Has many features.

改善してほしい点:

Hard to use. Has made few improvements over the years. The RMM (owned by same company) integration is basic.

Autotask has no History

製品を使ってみた感想： Autotask is mainly use for Tech Support, Support Contracts and Project Management. It does an OK job with Tech Support, but all the other items are arduous to set up and very time consuming.

良いポイント:

I really do not like Autotask as a software, there is not many features that are great as our team decided to use it for not it's design purpose which is an IT management company for projects, CRM, etc.

改善してほしい点:

The absolute biggest con about Autotask is they have no history features. All changes are unrecorded or unexposed in the software, so someone can go in change numbers on projects, customer license counts and there is no history of anyone changing these items. It has been requested as a feature for 2 years and the only reply is "we have it on the roadmap" even though it is a highly sought after and frankly, BASIC feature that they never included.

Very effective ticketing and project management tool

良いポイント:

Ticketing with Autotask saving a lot of time and efforts, it facilitates the communication between all stakeholders including our clients, allows internal notes on the ticket controls what the client can see and what is not, adding user defined fields allows us to generate more meaningful reports related to our business and our needs. Managing projects is very productive with Autotask, as I can create a project and add some phases, and for each phase I can add what ever required tasks with a very effective hierarchy, also it updates the phase's status automatically when all related tasks completed. It has a very powerful dashboard to list all project's status and other very helpful statistics, also the recent feature saves a lot of time searching for the same issue or ticket I just opened from a while. It is very reliable, bugs free, has no performance issues an with a very good and friendly UI.

改善してほしい点:

Why there is no feature to generate Project management charts like, network diagrams, WBS, Gantt charts from the current open projects?

Best MSP out there!

良いポイント:

There's really nothing out there I've found that's comparable. The integration with other programs like N-Able, QuoteWerks and QuickBooks pretty much make AutoTask a one-stop-shop. I love that AutoTask has so many features that allow me to service our customers all in one place. I've been using AutoTask for over 4 years and I'm STILL finding new features available! They also seem to value its user's input. Over the years I've seen them make many improvements to their user interface, and a lot of them were highly requested by users on their message boards, so it's nice to see that they read those and make efforts to incorporate much-needed changes.

改善してほしい点:

The fact that AutoTask has so many features does make it difficult to navigate and set up the system initially. Because of that, most of the problems we've had with AutoTask have boiled down to being user-errors, which I can't fault AutoTask for. As an admin, it's just that there's SO much you can do and customize in AutoTask, it becomes very overwhelming knowing where to start, and knowing how to set up all the pieces in a way that will make the system easy to use for our normal tech users.

Autotask utilization for Project Management

良いポイント:

I am using it for project management and it proves to be very useful tool for it.

改善してほしい点:

Little bit confusing at the begining. But soon I catch it up.

Autotask: I wish it worked better...

製品を使ってみた感想： I like it, but want to like it more. For my basic needs of recording time per project or ticket, it's a pain to use.

良いポイント:

The best part of Autotask is the promise for what it can do. It sould work as a single service for managing projects, customers, and time keeping.

改善してほしい点:

The worst part of Autotask is the user interface. It has most of the functionality I need, but it is just frustrating to use. The UI changes enough every release to make it hard to keep up. the changes only seem to make it harder to use.

Insufficient

製品を使ってみた感想： 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.

良いポイント:

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.

改善してほしい点:

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.

I have been working with ATP for 10+ years now

良いポイント:

It is great for startup companies but not for companies that are growing and offers tools like big boy enterprise applications, and you can get up and running quickly.

改善してほしい点:

I have been suggesting in the forums for years to have a way to remove in a simple and easy "select all" for graphics that are attached from the email parser and clutter up tickets, and no response. Recently I was in a webinar and pointedly asked about why this was not included in the update and crickets..... it is the little things that annoy folks over time, and having to scroll through every signature graphic and html goop and clean up ticket for easier use. The support staff for plugins like procurement and sales are also annoying...

You don't know what you have till it's gone...

製品を使ってみた感想： It did the job it was supposed to do, integrated well with other titles, and is a polished, mature offering.

良いポイント:

Autotask can do alot. In fact, it can do so much that you can be overwhelmed at times. Also, it almost always works, with very few service delays or interruptions. It wasn't until I switched PSAs that I realized how good it is.

改善してほしい点:

It's pricey. Doing a single operation can open 3 to 4 windows. Not always super intuitive. Inventory doesn't support UPC codes.

I have used Autotask to keep track of my tickets and tasks in my last job. I thought it was great!

製品を使ってみた感想： I felt that I was able to get my work done quickly, and I was able to stay organized with it.

良いポイント:

The software allowed me to keep track of all of my tickets, and project tasks. I was able to easily pull up what I needed to know about our customers, and what I was working on. It was very easy to use.

改善してほしい点:

There really wasn't anything I didn't like about the software. It was easy to use, and I was able to get my work done, quickly and efficiently.