Avaliações do Autotask PSA

The Inside Scoop on Autotask PSA

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Business management made easy

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

Vantagens:

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

Desvantagens:

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.

A decent ticketing tool but lagging behind the competition

Vantagens:

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.

Desvantagens:

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.

Precicom Review

Comentários: 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.

Vantagens:

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

Desvantagens:

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).

Still a good product post acquisition

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

Vantagens:

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

Desvantagens:

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.

Feature rich - alway improving

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Autotask a sledge hammer for a nut?

Comentários: 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.

Vantagens:

Its thorough and excellent when working with multiple organisations.

Desvantagens:

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

Great for Large Teams

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

Vantagens:

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.

Desvantagens:

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.

Autotask Tops CW and other Ticket Systems

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

Vantagens:

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

Desvantagens:

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.

Good Software... Need Help to understand it

Comentários: The integration with Datto RMM is a plus. They work hand in hand. I am able to track my clients and time I spend doing tasks down to the minute.

Vantagens:

This software has been great. It took me a while to get the hang of it. I am still learning the ropes, and I am into it for 2 months now. The staff has been very helpful in getting me onboard. I have not used all of my included support call time yet.

Desvantagens:

The learning curve is steep. You are only allowed 3 hours of free phone support to get started. Be careful with utilizing it to the fullest.

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

Vantagens:

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.

Desvantagens:

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.

Best MSP out there!

Vantagens:

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.

Desvantagens:

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.

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

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Used for 5 years+

Vantagens:

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

Desvantagens:

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

Autotask does a lot of things. Many really well.

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Needs more focus on documenting

Vantagens:

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.

Desvantagens:

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.

Autotask PSA has been a game-changer for our company.

Vantagens:

We love that we can go from prospect to invoicing in one solution.

Desvantagens:

That it can be too complex, need a "lite" version

Autotask PSA Review

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

Vantagens:

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.

Desvantagens:

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

Quality platform for the Support Ticket lifecycle.

Vantagens:

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.

Desvantagens:

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.

It gets the job done

Comentários: Out of the box, it has a lot going for it. But the setup time is not short.
It's great for getting quick access to information about your customers, tickets, billings, etc.

Vantagens:

It's industry specific, so it has a lot going for it. We need something that is already designed for our industry so we could hit the ground running.

Desvantagens:

It's cumbersome and pricey. The per user price is not cheap. We are starting to outgrow it. We regular have needs to go outside of what the built in limitations are of different modules with no options to expand.

Autotask IT Management

Comentários: 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.

Vantagens:

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.

Desvantagens:

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

Great function

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

Vantagens:

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

Desvantagens:

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

Good tool, but needs improvement and enhancements

Comentários: 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

Vantagens:

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

Desvantagens:

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

Autotask Has Revolutionized the Way We Operate

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Can Pull Up Drawings on any Device

Comentários: If I ever need to pull up a drawing in the field, I can use Autotask to pull it up on my phone or tablet.

Vantagens:

The 'Favorites' folder on the software allows me to personalize my profile, making it much quicker to access my files in the field.

Desvantagens:

Autotask requires a password every time I turn on the app. It would be more convenient if I could just stay logged in.