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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 10 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.

Isaac
Intern Sales Responsible in Canada
Informatietechnologie en -diensten, 51-200 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Eerder overwogen alternatieven:

Precicom Review

3,0 11 maanden geleden

Opmerkingen: As a PSA system, Autotask is working wonderfully for its ticketing system and contract management.As a user of Autotask PSA, my experience is related to sales only and I don't have many good points for the CRM part. Implantations and Integrations are hard, sales process isn't logical and I even had to patch some intern process to make it work. The CRM moduke should receive more updates to make it simpler and more user friendly.

Pluspunten:

Ticketing system is working woderfully.Contract management is easy to use and can profit largely any organisation.Centralized work environnement is usefull.

Minpunten:

CRM is not easy to use compare to other solutions on the market.The UI/UX should be improved, because a lot of actions a user has to take doesn't make any sense (for example : a new web page always pops up when clicking on a field, which creates a lot of pop up pages rapidly and reduces effeciency).Live updates should be available when updating an opportunity.Duplicate opportunities should be available in opportunity search. Also, we should be able to modify opportunity fields in the opportunity search page and not always have to open each opportunity separatly.When creating a new opportunity, the sales process and the name of the company should appear first and be the first fields to edit, not the sales category.Not easy to connect to other platforms, such as Microsoft Suite (except Outlook).We should be able to call and write to clients from the CRM and keep all these interactions in history related to the opportunity.In opportunity search view, we should have more available columns, such as To Do (which should also be editable).

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 4 maanden geleden

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.

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 11 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 11 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.

Victor
Systems Administrator in VS
Informatietechnologie en -diensten, 2-10 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Eerder overwogen alternatieven:

PSA Tool

3,0 8 maanden geleden

Opmerkingen: I am really hoping over the next few quarters there are major UI/UX changes for quality of life.

Pluspunten:

What I like most about the Autotask PSA is the workflow rules. These rules are well structure and allow for easy automation

Minpunten:

Autotask PSA is in a odd growth period where it has some features and ease of use abilities. It lacks in the UI/UX division. Often to do one task you need to press several buttons and it also is stuck between updated items and original items making buttons and looks different in some areas.

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 3 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.

Ewan
Senior Solutions Consultant in VK
Informatietechnologie en -diensten, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

A decent ticketing tool but lagging behind the competition

5,0 9 maanden geleden

Pluspunten:

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.

Minpunten:

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.

Garry
Garry
Vice President in VS
Geverifieerde LinkedIn-gebruiker
, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

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

5,0 7 jaar geleden

Opmerkingen: We run our entire business out of Autotask. It does everything for us as an MSP.

Pluspunten:

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."

Minpunten:

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.

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).

Hesham Gomaa Elmasry
EDI Product & Project Manager in Egypte
Geverifieerde LinkedIn-gebruiker
Computersoftware, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer
Bron: GetApp

Very effective ticketing and project management tool

4,0 6 jaar geleden

Pluspunten:

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.

Minpunten:

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

Ivan
Managing Partner in Angola
Informatietechnologie en -diensten, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Our hub for delivery of Managed Services

5,0 vorig jaar

Pluspunten:

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.

Minpunten:

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.

John
Operations director in VK
Informatietechnologie en -diensten, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

Used for 5 years+

5,0 2 jaar geleden

Pluspunten:

Good dashboarding for presenting data. Report self service is okay. Good integration between crm and service desk.

Minpunten:

Cmdb is weak and clunky. Would be better if solution included some of the 3rd party tools needed to be an efficient MSP.

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

AutoTask Reviee

3,0 11 maanden geleden

Opmerkingen: 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.

Pluspunten:

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

Minpunten:

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.

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

Needs more focus on documenting

4,0 5 jaar geleden

Pluspunten:

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.

Minpunten:

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.

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.

Ian
Technical Manager in VK
Informatietechnologie en -diensten, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Autotask PSA Review

5,0 2 jaar geleden

Opmerkingen: Very good, nice team, easy to talk to, does everything we need to and some more.

Pluspunten:

All in one facility/features bar exception of a RMM, but that is another product also provided and integrates so all good. Designed for our industry.

Minpunten:

Cost, maybe some archaic features that could be better. Report feature needs a degree to understand, "everything extra" costs.

Tarun
Tarun
Customer Support Manager in Nieuw-Zeeland
Geverifieerde LinkedIn-gebruiker
Informatiediensten, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Quality platform for the Support Ticket lifecycle.

4,0 5 jaar geleden

Pluspunten:

The user interface is information rich yet friendly and easy to navigate. It allows wide customization of the widgets and workflows can be setup to automate much of the process. This is a great tool for anyone providing support or managed services.

Minpunten:

The email-to-ticket functionality is limited, and we ended up making our own development to integrate to AT. It is recommended for someone to champion the implementation from the user side, to assist with administration and understand all that there is to learn about Autotask.

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

Delivers what's needed, but hopefully you're not in a rush

4,0 2 jaar geleden

Pluspunten:

Autotask is highly customizable and very good for an MSP in terms of ticket management.

Minpunten:

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.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Autotask: I wish it worked better...

3,0 6 jaar geleden

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Diergeneeskunde, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Autotask IT Management

4,0 5 jaar geleden

Opmerkingen: Remotely manage all computers in a single location and the ability to remotely connect to them with the push of a button. One of the best RMM software that I have used.

Pluspunten:

A lot of features that allows you to do just about anything you can think of. Extremely robust system that is highly customizable for your environment. Ability to monitor computer for all sorts of different functions. Can push out software to computers. Remote connections to computers.

Minpunten:

There is nothing to complain about here. Sure there are a few small things but all software has it and its nothing worth mentioning.

Rebecca
Enterprise Customer Success Manager in VS
Telecommunicatie, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Great function

5,0 5 jaar geleden

Opmerkingen: It was used as CRM for all departments as well as use for PM and Support cases. Overall great experience!

Pluspunten:

The ability to customize the layouts, information shown, integrations with data sources were all great.

Minpunten:

The interface was a bit outdated in some and the modules didn’t always fit the window (lots of scrolling).

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 201-500 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer
Bron: GetApp

Good tool, but needs improvement and enhancements

3,0 8 jaar geleden

Opmerkingen: Autotask has lots of management capabilities for Managed Services Providers in the IT industry. They have a lot of functionality and fields available. However, one frequent comment is that it takes too many clicks to complete a task. Also, overall effort tracking of a team or individual is not that straight forward

Pluspunten:

workflow rules and management of inbound emails. Dashboards for your team, account or individual

Minpunten:

When we add custom fields, we should dont have an option to place it in the section / category we like. Sometimes, the support takes lot of time to get back even thought the issue raised is very critical

Travis
CEO
Heeft de software gebruikt voor: Niet verstrekt
Bron van de reviewer

Autotask Has Revolutionized the Way We Operate

5,0 14 jaar geleden

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.