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Over Autotask PSA

Aanpasbare oplossing omvat projectmanagement, CRM en servicedesk met geïntegreerde urenregistratie en facturering die vanuit dezelfde database worden uitgevoerd.

Meer informatie over Autotask PSA

Pluspunten:

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.

Minpunten:

The integration with Datto RMM did not work properly tickets not being created, sometimes slow and issues when logging in to the portal.

Beoordelingen van Autotask PSA

Gemiddelde score

Gebruiksgemak
3,9
Klantenservice
4,1
Functies
4,2
Prijs-kwaliteitverhouding
4,0

Waarschijnlijkheid van aanbeveling

7,7/10

Autotask PSA heeft een totaalscore van 4,3 van 5 sterren op basis van 134 gebruikersreviews op Capterra.

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Reviews filteren (134)

Kavindu Githsara
Kavindu Githsara
System Specialist in Sri Lanka
Geverifieerde LinkedIn-gebruiker
E-learning, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

The Inside Scoop on Autotask PSA

5,0 vorig jaar

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Ravi
Ravi
CEO in VS
Geverifieerde LinkedIn-gebruiker
Computer- en netwerkbeveiliging, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

Still a good product post acquisition

4,0 7 maanden geleden

Opmerkingen: Autotask is great, billing processes and automation are top notch, it is a very mature platform.

Pluspunten:

We're able to leverage heavily ticket automation in autotask resulting in a very high revenue per technical employee. Feature rich, integration rich.

Minpunten:

Reporting is so crappy it's barely usable, much of what we use is either basic dashboard level reporting (which is good) or built outside of autotask.

Bruce
CTO in VS
Computer- en netwerkbeveiliging, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Autotask PSA is an ERP for MSPs

4,0 vorige maand Nieuw

Opmerkingen: Overall, we could not run our business without it. We use it for many of the functions that run our business. Everything from contract management, time tracking, tickets and even time off requests. It has integrations with many products that enhance the capabilities and improve our operations.

Pluspunten:

Autotask is at the core of business. We use it for client tickets, scheduling and billing. It integrates quoting opportunities, project management and financials that feed integrations so we can track KPIs for our techs.

Minpunten:

In our experience, the project management and CRM modules are not great. We use the project management module because its more convenient then using a 3rd party product but its not great. We don't use the CRM because it isn't as good as other products in tracking sales leads and opportunities.

diane
Coordinating assistant in VS
Computer- en netwerkbeveiliging, Zelfstandig ondernemer
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

It Does What It Says - And That's It

3,0 4 weken geleden Nieuw

Pluspunten:

Easy functionality is important because i work as a one man team

Minpunten:

the support is impossible to get through to in critical times

Lachlan
Director in Australië
Informatietechnologie en -diensten, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

Business management made easy

4,0 8 maanden geleden

Opmerkingen: Using PSA for capture issues within our IT business and simply bill time makes for much less overhead time spent.

Pluspunten:

Easily record issues within tickets and allocate time to bill within one page.

Minpunten:

Layout or UI could use an update, which I believe is on the way. we make do with the reports but using the custom reports can be difficult.

Jeff
Principal in VS
Informatiediensten, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

Feature rich - alway improving

5,0 8 maanden geleden

Opmerkingen: Autotask has been a great product. We have been extremely pleased to see how the Kaseya purchase has positively impacted the product. We continue to see feature rich updates and improvements in the product that make use easier. We are excited about our future and continue to use his platform.

Pluspunten:

Autotask is a feature rich PSA for the manage services business. The dashboard feature is extremely convenient to help in finding information easily. There are a lot of automation capabilities within the product.

Minpunten:

It can be a little bit clicky as far as driving into menus to get to desired pieces of information. Once you understand how the system works, it does become easier to implement and change. I would invest resources and time into understanding how it’s all put together, so you can take full advantage of the features. I also highly recommend using their consulting services to onboard this product. It’s too big of an investment to wing it.

Simon
Director in VK
Informatietechnologie en -diensten, Zelfstandig ondernemer
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

Autotask a sledge hammer for a nut?

4,0 vorig jaar

Opmerkingen: 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.

Pluspunten:

Its thorough and excellent when working with multiple organisations.

Minpunten:

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

Elizabeth
Owner in VS
Informatietechnologie en -diensten, Zelfstandig ondernemer
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Eerder overwogen alternatieven:

Great for Large Teams

4,0 5 jaar geleden

Opmerkingen: Overall I enjoyed using the Autotask PSA for most things, but it was not a good fit for the team I was working with.

Pluspunten:

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.

Minpunten:

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.

Ben
Director in VS
Informatietechnologie en -diensten, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

Autotask Tops CW and other Ticket Systems

5,0 2 jaar geleden

Opmerkingen: Autotask is a clean solution to IT ticketing needs that can otherwise be a complete mess to sort through.

Pluspunten:

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

Minpunten:

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.

Micheal
Marketing Director in VS
Ziekenhuis- en gezondheidszorgbranche, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Autotask PSA Is an Insightful and Reliable Solution

5,0 3 weken geleden Nieuw

Pluspunten:

Autotask PSA has brilliant and easy to use features. The capabilities of Autotask PSA are excellent.

Minpunten:

I do not dislike Autotask PSA at all. Autotask PSA has been the best.

Katie
Director of Operations in VS
Informatietechnologie en -diensten, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

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

4,0 5 jaar geleden

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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).

Amanda
CSR/SysAdmin in VS
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Best MSP out there!

5,0 6 jaar geleden

Pluspunten:

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.

Minpunten:

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.

Tyler
Technical Support Specialist in VS
Geverifieerde LinkedIn-gebruiker
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

It isn't the prettiest or sleekest looking, but AEM provides a deep toolkit for the IT professional.

4,0 6 jaar geleden

Opmerkingen: AEM makes it easy to organize multiple off-site locations and set up hardware monitoring, apply a scheduled server restart for patches, and the ability to quickly and easily apply scripts to remote computers without ever logging onto them.

Pluspunten:

AEM makes it easy to monitor, set up scripts, or even connect to countless computers remotely. You can drill down to a computer on an individual level, or group entire office sites into resource monitoring or apply your custom written scripts to them, either one time or schedule a time for them to reoccur. AEM really lets you apply the full capabilities of your knowledge to managing your computers. I've never felt held back by it.

Minpunten:

Sometimes it feels like there's just too many levels, and it can take awhile to get where you need to be. Luckily the software is not slow to respond, but it's still a few layers to drill down to get to the computer you need. There also is a bit of a learning curve compared to other similar management systems, however AEM does reward you for learning all its in's and out's with a vast array of customization features to manage the computers exactly how you want.

David
MD in VK
Computer- en netwerkbeveiliging, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

Autotask psa for MSP's

5,0 4 jaar geleden

Opmerkingen: Proffessional services automation and control

Pluspunten:

It controls the whole business from tickets to Accounting and getting paid. COntrolling stock, organising engineers, it runs our whole business

Minpunten:

It is quite expensive but i do think that for the benefits we couldnt live without it really (Dont tell AT they might put our prices up)

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Computer- en netwerkbeveiliging, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

Just OK

3,0 2 jaar geleden

Opmerkingen: As a MSP you need to have one. The client facing ticket portal is unusable. The KB section makes it hard to add images.

Pluspunten:

It is a mature product. Has many features.

Minpunten:

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

Dan
Dan
Chief Operating Officer, and HIPAA Privacy Officer in VS
Geverifieerde LinkedIn-gebruiker
Computernetwerken, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Autotask does a lot of things. Many really well.

4,0 3 jaar geleden

Opmerkingen: Overall, this is a great system for managing a busy tech company, and I recommend it for anyone who bills based on time spent with clients.

Pluspunten:

I manage my clients and my team through the PSA. Trouble-tickets are great, the queues are all very versatile and easy to manage. We have automated alerts, calls, and client-submitted tickets and screenshots all populating to an active queue.

Minpunten:

The "Site Configuration" and basic details of each site could be a lot better organized. Right now, if you want to store a bunch of passwords or configuration details of any one site, it can be cumbersome and difficult to find what you need. Similarly, attached pictures or other attachments for the clients can be tough to find.

Chris
General Manager in VS
Informatietechnologie en -diensten, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

CRM, Time tracking, Support management made easy

5,0 2 jaar geleden

Opmerkingen: We successfully manage most aspects of our MSP business using Autotask. The entire workflow from incoming requests, time tracking, resource management, contract management, ending with an API workflow to our billing system.

Pluspunten:

From an MSP perspective, this product functions as a CRM, time tracking/management, contract management, and ticket system. You can manage all aspects of an MSP business here with billing integrations available to close the loop.

Minpunten:

It can be a bit difficult to get started, but this is more of a business process issue as opposed to a product issue. If you have defined your workflow and processes you can translate them easily into this product.

Sunil
President in Canada
Informatietechnologie en -diensten, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer
Bron: SoftwareAdvice

Insufficient

3,0 2 jaar geleden

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

We love Autotask PSA!

5,0 6 jaar geleden

Opmerkingen: Ease of use, and productivity for the staff. Mobile app makes it easy for people to get their notes in.

Pluspunten:

Everything integrates really well. The techs can easily put in their time entries, and the software exports to QuickBooks very nicely. It also has an internal invoicing system which we use and love. It's hard to go wrong with Autotask.

Minpunten:

The reporting functionality is amazing, but it has a very steep learning curve. I wish reporting was more drag/drop or more logical. I'm sure it's great once you know it, but many times when playing around you don't get exactly what you expect from reports.

Baldeep
IT Consultant in VK
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Powerful Helpdesk

4,0 6 jaar geleden

Pluspunten:

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.

Minpunten:

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.

Tharini
Tharini
Software Engineer in Sri Lanka
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Good PSA but the API requires major developments and functionality enhancements

4,0 5 jaar geleden

Opmerkingen: Overall a good PSA however needs major improvements to the API because right now it feels like they made it just to show off they have an API because it has so many limitations.

Pluspunten:

Feature rich.Good for documentation and tracking tickets and device details. The workflow system is good.Mostly flexible.

Minpunten:

Not user friendly- takes time to learn. API needs a lot of development - cannot merge using API, Attachment size limit that doesnt make sense at all? Reporting section can be certainly improved. Allows only three IP's to the warehouse.

Josh
Project Manager in VS
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Autotask make managing our IT department a piece of cake.

5,0 7 jaar geleden

Pluspunten:

This software has allowed us to centralize a number of system we used to have as separate systems, and also ties seamlessly into our existing ERP software. It's changed the way we handle our work flows, and project management, and made ticketing and billing simple.

Minpunten:

The only down side I can really see that we had with the software was the learning curve. It was a little different to get used to at first, but not I'm not sure what we did without it.

Karen
Registered nurse in VS
Ziekenhuis- en gezondheidszorgbranche, 51-200 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Ticket management simplified with the help of Autotask

5,0 2 jaar geleden

Opmerkingen: 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

Pluspunten:

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

Minpunten:

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

Jamie
Helpdesk Specialist in VS
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

I have been working in IT for well over 10 years and used many ticket tools, by far the best.

5,0 6 jaar geleden

Pluspunten:

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.

Minpunten:

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.

Dean
Marketing Analyst in VS
Computer- en netwerkbeveiliging, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Autotask PSA Review

4,0 6 jaar geleden

Pluspunten:

Autotask PSA is a comprehensive software that includes everything from CRM capabilities to project workflow and automation tracking. The wide range of business functions covered is outstanding.

Minpunten:

As a marketing professional, I would have liked to see more CRM capabilities, account linking, automatic messaging, more classification and in-depth users.