Autotask PSA

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

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.

Autotask a sledge hammer for a nut?

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.

Autotask is good for smaller organizations

Pluspunten:

When we were a smaller company it worked well. Once we grew past 15 users the software was difficult to configure to work with.

Minpunten:

No good workflows/ways to configure ticketing.

Autotask is great as a ticketing system

Opmerkingen: Overall I would recommend this software. We use it daily for a few years now. It is great for documentation and tying it to the company. The ticketing works well and the alerts are great.

Pluspunten:

I use this product every single day as our ticketing software. It is great. It is easy to create widgets to track metrics as well as keep account of tickets. I also like the ability to create configuration items and easily tie them to the company they go with.

Minpunten:

Its a little slow to respond sometimes. It does not like when you are trying to edit/save two tickets at the same time. Other than that not much complaints.

Great for Large Teams

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.