About Autotask PSA

Autotask PSA is an intelligent IT business management platform that centralizes operations to deliver the
mission-critical tools needed to run an IT managed services business. A single pane of glass view provides
full visibility into services, internal operations, customers, and prospects to improve efficiency and service with workflows optimized for MSPs to help resolve tickets faster—and make data-driven decisions to improve efficiency, accountability, and profitability.

Autotask PSA is a 100% SaaS application which means there is no hardware to test, maintain, or update. Autotask PSA has a proven track record of consistently delivering enterprise-grade, 99.99% uptime. Autotask PSA also offers a secure platform, with Datto requiring
two-factor authentication, undergoing routine penetration testing and infrastructure hardening, and actively monitoring for unauthorized access attempts.

Autotask PSA is the central hub for any MSP, and Datto’s open platform and API enables it to integrate with more than 200 critical applications such as remote monitoring and management and accounting solutions that an MSP needs to run their business. The single pane of glass increases efficiency and productivity
with intelligence to quickly identify relevant solutions from the knowledge base to solve issues more quickly and optimize workflows for MSPs to save time on every ticket.

Autotask PSA enables MSPs to work faster and easier with customizable dashboards for each individual user, providing an instant understanding of what’s happening with widgets that show mission-critical business data in real time. MSPs can track the metrics that matter and dig into the granular reporting that provides intelligence to make the best decisions for the company, such as ticket backlog, service level agreement compliance, resource utilization, and client satisfaction. Widgets are completely configurable to elevate helpful information based on each ticket or task so that it can lead the user to make smarter, data-driven
decisions and be more efficient.

Pricing starting from:

N/A

  • Free Version
  • Free Trial
  • Subscription

Key benefits of Autotask PSA

Win New Business: Manage your sales pipeline from end-to-end with full-featured CRM including Opportunity Management, Sales Dashboard and Contact Group Manager.

Improve Service Delivery: A complete Service Desk, with service level management and built-in customer surveys, means nothing falls through the cracks.

Reduce Billing time: Stop wasting unbillable time preparing invoices. Autotask PSA slashes the time associated with your billing cycle and improves cash flow through faster invoicing.

Capture More Billable Hours: Autotask PSA captures every billable hour and expense associated with your projects and services and tracks them against your client accounts and contracts.

Save Time and Deliver Better Service: Autotask PSA's Document Manager streamlines documentation utilization and organization to ensure accountability, standardization of service delivery, and tech insight and efficiency.

Boost Profit Margins: Instant access to real-time profitability analysis lets you quote projects and services more accurately than ever before.

Get Control of your Business: With a 360° view of your entire operation, you’ll know instantly what’s due, what’s billable, which employees are underutilized and which clients are most profitable.

Business size

S M L

Deployment

  • Cloud-based
  • On-premise

Countries available

Australia, Canada, China, Germany, United Kingdom, India, Japan, United States

Supported Languages

Dutch, English, German, Italian, Spanish

Pricing starting from:

N/A

  • Free Version
  • Free Trial
  • Subscription

Images

Autotask PSA Software - 1
View 2 more
Autotask PSA video
Autotask PSA Software - 1

Features

Total features of Autotask PSA: 88

  • API
  • Access Controls/Permissions
  • Accounting
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Audit Management
  • Audit Trail
  • Automatic Backup
  • Billable Items Tracking
  • Billing & Invoicing
  • CRM
  • Calendar Management
  • Change Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Contract/License Management
  • Customer Database
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualisation
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Expense Tracking
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Reporting
  • Incident Management
  • Inventory Management
  • Inventory Tracking
  • Invoice Management
  • Issue Management
  • Knowledge Base Management
  • Knowledge Management
  • Maintenance Scheduling
  • Performance Metrics
  • Prioritisation
  • Problem Management
  • Project Management
  • Project Time Tracking
  • Projections
  • Purchase Order Management
  • Purchasing & Receiving
  • Quotes/Estimates
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Scheduling
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Task Scheduling
  • Third Party Integrations
  • Ticket Management
  • Time & Expense Tracking
  • Timesheet Management
  • Vendor Management
  • Workflow Management

Alternatives

ConnectWise Automate

4.1
#1 Alternative to Autotask PSA
Boost the effectiveness of your IT teams and simplify every aspect of your business with flexible remote monitoring and...

ConnectWise Control

4.7
#2 Alternative to Autotask PSA
ConnectWise Control is a help desk solution that allows businesses to detect and resolve customer queries through...

SolarWinds Service Desk

4.6
#3 Alternative to Autotask PSA
SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other...

JIRA Service Management

4.4
#4 Alternative to Autotask PSA
Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular...

Reviews

Overall rating

4.3 /5
(95)
Value for Money
3.8/5
Features
4.2/5
Ease of Use
3.9/5
Customer Support
4.0/5

Already have Autotask PSA?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Write a Review!
Showing 5 reviews of 95
Garry
Overall rating
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

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

Reviewed on 05/12/2017

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

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

Pros

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."

Cons

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.

Ben
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Autotask Tops CW and other Ticket Systems

Reviewed on 13/12/2021

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

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

Pros

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

Cons

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.

Alternatives Considered

ConnectWise Control

Reasons for Switching to Autotask PSA

ConnectWise was just a clunkier solution and didn't provide the dashboards that we use on a daily basis.
Rob
Overall rating
  • Industry: Information Technology & Services
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Easy to use to manage customers, tickets, and service contracts

Reviewed on 01/07/2022

Pros

We use Autotask all through the day and they have a reliable cloud service. API integrations to our VSA was easy to setup and has been pretty much set it and forget it. Integration with Quickbooks has changed over the time that we have used it, but with the change to using the web connector it has become not only more secure but problem free. We manage our customer contacts and tickets through the system and after initial setup it has been easy and problem free with little ongoing maintenance needed on our end.

Cons

They changed to a dashboard system at login and frankly it is not that useful to us. Adding new services, email automation, or changing service queues is not intuitive and since it is not something we do that frequently I always feel like I spend more time than I needed to once I have it complete. We had to do some ticket automation on keywords to let us know when a set of reoccurring tasks has come to end when it should be a feature of the system. The outsourcing module could be more robust especially since it is a feature we pay an additional fee for.

Alternatives Considered

ConnectWise Automate
Pablo
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

It's a leading PSA that needs work

Reviewed on 22/03/2018

Pros

The integration of multiple components (sales, ticketing, RMM, leads, quotes) is nice to have and is ideal in today's world where managed services providers need all innone solutions

Cons

Every feature unfortunately seems half baked. Some examples of this are: There is no direct integration with quoting resellers like Ingram to get sales data (unless you buy a 3P module such as QuoteWerks), deleting tickets is a colossal nightmare which can't be done via their API. Their APIs in general are fairly poor as they don't let you do basic functions such as deleting configurations or tickets, setting a ticket creator or setting the name of the person that is doing a note or comment (these features are only available via their email gateway or through the portal itself. There is no ability to truly lock down a user account, help desk users are able to pull reports of other members utilization and work being performed even if they are not queue owners.

Chris
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

CRM, Time tracking, Support management made easy

Reviewed on 08/06/2022

We successfully manage most aspects of our MSP business using Autotask. The entire workflow from...

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.

Pros

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.

Cons

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.

Showing 5 reviews of 95 Read all reviews

Autotask PSA FAQs

Below are some frequently asked questions for Autotask PSA.

Autotask PSA offers the following pricing plans:

  • Pricing model: Subscription
  • Free Trial: Not Available

There’s no large upfront charge for the software and no expensive hardware to buy and maintain. You pay a low monthly fee for each user. In fact, in most cases the cost of Autotask is covered with the first wasted hour each user saves, or the first missed billable hour they capture each month with our software.

Autotask PSA has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001-5,000

Autotask PSA supports the following languages:

Dutch, English, German, Italian, Spanish

Autotask PSA supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Autotask PSA integrates with the following applications:

Acronis Cyber Backup, Auvik, BackupAgent, Bitium, BrightGauge, Client Heartbeat, Cloud Elements, ConnectBooster, ConnectWise Automate, ConnectWise Cybersecurity Management, ConnectWise Sell, Customer Thermometer, Datto RMM, Datto Workplace, Flow, Gluh, IT Glue, Kaseya VSA, Liongard, LogicMonitor, MSP360 Managed Backup, Naverisk, NinjaOne, Passportal, Pulseway, QuickBooks Online Advanced, Quickbooks Online, QuoteWerks, Quoter, RMM, Rescue, ScalePad, Splashtop Remote Support, Tpad PBX, Unigma, Xero

Autotask PSA offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for Autotask PSA.