# Autotask vs Issuetrak Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Autotask excels in providing a comprehensive solution for managing MSP operations, integrating ticketing, project management, contracts, billing, time tracking, and reporting into one platform. This centralization helps streamline workflows, making it easier for teams to manage their tasks effectively.
- **Users say** that Issuetrak stands out for its user-friendly ticketing system, particularly for inter-departmental communication. Reviewers appreciate the ability to easily pass tickets back and forth and find value in the time tracking feature, which helps them monitor how long tickets take to resolve.
- **According to verified reviews** , Autotask's ticket workflow customization is a significant strength, allowing users to adapt processes to meet specific customer needs. This flexibility is often highlighted as a key benefit, especially for teams with diverse operational requirements.
- **Reviewers mention** that Issuetrak's reporting capabilities are highly valued, with users cherishing the Summery Reports and the Report Writer feature. This functionality enables teams to generate custom queries, enhancing their ability to analyze ticket data and improve service delivery.
- **G2 reviewers indicate** that while Autotask has a solid overall satisfaction score, some users find it challenging to configure workflows initially. However, once set up, the platform is praised for its ability to keep service operations centralized without the need for multiple disconnected systems.
- **Users highlight** that Issuetrak's search function for previous tickets serves as an excellent knowledge base for recurring issues, provided that tickets are documented properly. This feature helps teams quickly find solutions to common problems, enhancing efficiency in issue resolution.



| | Autotask | Issuetrak | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.1 out of 5 | 
| **Total Reviews** | 591 | 63 | 
| **Largest Market Segment** | Small-Business (68.8% of reviews) | Mid-Market (40.4% of reviews) | 
| **Entry Level Price** | No pricing available | Starting at $26.00 1 per agent Per Month | 

---
## Top Pros & Cons

### Autotask

Pros:
- Ease of Use (65 reviews)
- Integrations (49 reviews)

Cons:
- Complex Usability (24 reviews)
- Learning Curve (18 reviews)

### Issuetrak

**Not enough data**

---
## Ratings Comparison
| Rating | Autotask | Issuetrak | 
|---|---|---|
  | **Meets Requirements** | 8.5 (486 reviews) | 8.0 (58 reviews) | 
  | **Ease of Use** | 7.9 (533 reviews) | 8.2 (59 reviews) | 
  | **Ease of Setup** | 7.4 (419 reviews) | 8.0 (42 reviews) | 
  | **Ease of Admin** | 7.6 (280 reviews) | 8.3 (43 reviews) | 
  | **Quality of Support** | 8.2 (453 reviews) | 9.0 (56 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.4 (271 reviews) | 9.3 (43 reviews) | 
  | **Product Direction (% positive)** | 8.3 (480 reviews) | 7.8 (59 reviews) | 

---
## Pricing

### Autotask

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Issuetrak

#### Entry-Level Pricing

Plan: Cloud

Price: Starting at $26.00 1 per agent Per Month

Description: Great for use cases such as Issue Tracking, Help Desk, and Complaint Management!
Cloud and on-premises hosting
Agent-only Team Plans or Unlimited FREE User Support Plans!
Free Trial available.

Key Features:
- On-Premises or Cloud
- Unlimited Free Users
- Dashboard and Issue Hub

[Learn more about Issuetrak](https://www.g2.com/products/issuetrak/reviews)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | N/A | N/A |
| **Issuetrak** | 7.7/10 | 44 |

#### Ticket and Case Management

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 8.4 (43 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | 8.1 (43 reviews) ✓ Verified | 
| **Workflow** | Not enough data | 7.9 (42 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | 8.2 (39 reviews) | 
| **SLA Management** | Not enough data | 7.4 (24 reviews) | 
| **Attachments/Screencasts** | Not enough data | 8.1 (41 reviews) ✓ Verified | 
| **Ticket Collaboration** | Not enough data | 8.1 (40 reviews) ✓ Verified | 
| **Customer and Contacts Database** | Not enough data | 7.8 (24 reviews) ✓ Verified | 

#### Generative AI

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **AI Text Generation** | Not enough data | Feature Not Available | 
| **AI Text Summarization** | Not enough data | Feature Not Available | 

#### Agentic AI - Help Desk

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.2 (30 reviews) ✓ Verified | 
| **Email to Case** | Not enough data | 8.4 (32 reviews) ✓ Verified | 
| **Chat/Live Support** | Not enough data | 7.3 (15 reviews) ✓ Verified | 
| **Social Integration** | Not enough data | Not enough data | 
| **Voice** | Not enough data | Not enough data | 

#### Platform

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Mobile User Support** | Not enough data | 5.7 (18 reviews) | 
| **Customization ** | Not enough data | 7.7 (30 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | 8.3 (30 reviews) ✓ Verified | 
| **Integration** | Not enough data | 6.7 (11 reviews) ✓ Verified | 
| **Reporting** | Not enough data | 6.8 (38 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | 7.9 (38 reviews) ✓ Verified | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | 7.5/10 | 210 |
| **Issuetrak** | N/A | N/A |

#### Administration

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Change Management** | 8.0 (179 reviews) | Not enough data | 
| **Asset Management** | 7.9 (182 reviews) | Not enough data | 
| **Reports & Analytics** | 8.0 (192 reviews) | Not enough data | 

#### Service Desk

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Help Desk** | 9.0 (189 reviews) | Not enough data | 
| **Incident Reports** | 8.4 (182 reviews) | Not enough data | 
| **Process Workflow** | 8.3 (189 reviews) | Not enough data | 

#### Management

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Reporting** | 8.2 (188 reviews) | Not enough data | 
| **Administration Console** | 8.2 (184 reviews) | Not enough data | 
| **Access Management** | 8.3 (181 reviews) | Not enough data | 
| **Asset Management** | 7.9 (178 reviews) | Not enough data | 
| **Policy Dictation** | 7.5 (171 reviews) | Not enough data | 

#### Functionality

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Ticketing System** | 9.2 (190 reviews) | Not enough data | 
| **Performance Logging** | 8.3 (177 reviews) | Not enough data | 
| **Alerting** | 8.5 (180 reviews) | Not enough data | 
| **Automation** | 8.3 (187 reviews) | Not enough data | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Autonomous Task Execution** | 5.1 (13 reviews) | Not enough data | 
| **Multi-step Planning** | 5.3 (12 reviews) | Not enough data | 
| **Cross-system Integration** | 6.9 (15 reviews) | Not enough data | 
| **Adaptive Learning** | 5.9 (11 reviews) | Not enough data | 
| **Natural Language Interaction** | 6.1 (11 reviews) | Not enough data | 
| **Proactive Assistance** | 5.3 (11 reviews) | Not enough data | 
| **Decision Making** | 6.2 (11 reviews) | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | N/A | N/A |
| **Issuetrak** | N/A | N/A |

#### Monitoring

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Constant Monitoring** | Not enough data | Not enough data | 
| **Timely Alerts** | Not enough data | Not enough data | 
| **TIcket Accuracy** | Not enough data | Not enough data | 
| **AI Monitoring** | Not enough data | Not enough data | 

#### Management Tools

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Ticket Assignment** | Not enough data | Not enough data | 
| **Standardization** | Not enough data | Not enough data | 
| **Lifecycle Visualization** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **AI Text Generation** | Not enough data | Feature Not Available | 
| **AI Text Summarization** | Not enough data | Feature Not Available | 

#### Agentic AI - Incident Management

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Professional Services Automation

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | 6.8/10 | 228 |
| **Issuetrak** | N/A | N/A |

#### Customer Management

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Customer Profiles** | 8.0 (185 reviews) ✓ Verified | Not enough data | 
| **Sales** | 7.2 (179 reviews) ✓ Verified | Not enough data | 
| **Marketing** | 6.1 (173 reviews) ✓ Verified | Not enough data | 
| **Client Portal** | 7.2 (182 reviews) ✓ Verified | Not enough data | 

#### Project Management

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Project Planning** | 6.9 (183 reviews) | Not enough data | 
| **Project Tracking** | 7.1 (186 reviews) ✓ Verified | Not enough data | 
| **Resource Definition** | 7.3 (173 reviews) ✓ Verified | Not enough data | 
| **Resource Management** | 7.6 (178 reviews) ✓ Verified | Not enough data | 

#### Accounting

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Revenue Recognition** | 7.2 (173 reviews) | Not enough data | 
| **Invoice Management** | 7.4 (178 reviews) ✓ Verified | Not enough data | 
| **Payments** | 6.4 (166 reviews) | Not enough data | 
| **Project Accounting** | 6.8 (170 reviews) | Not enough data | 
| **Budget Tracking** | 6.5 (167 reviews) ✓ Verified | Not enough data | 

#### Portfolio Management

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Portfolio Definition** | 6.7 (167 reviews) | Not enough data | 
| **Portfolio Performance** | 6.7 (166 reviews) | Not enough data | 
| **Risk** | 6.6 (163 reviews) | Not enough data | 
| **Portfolio Mix** | 6.6 (162 reviews) | Not enough data | 

#### Analytics

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Forecasting** | 6.7 (166 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 7.5 (184 reviews) ✓ Verified | Not enough data | 
| **KPIs** | 7.4 (167 reviews) ✓ Verified | Not enough data | 

#### Administration

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Standard Integrations** | 7.8 (191 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.2 (183 reviews) ✓ Verified | Not enough data | 
| **Access Management** | 8.0 (175 reviews) ✓ Verified | Not enough data | 

#### Platform

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **APIs** | 8.3 (176 reviews) ✓ Verified | Not enough data | 
| **Internationalization** | 7.4 (159 reviews) ✓ Verified | Not enough data | 
| **Performance and Reliability** | 8.5 (184 reviews) ✓ Verified | Not enough data | 
| **Mobile** | 6.4 (164 reviews) ✓ Verified | Not enough data | 
| **Offline Access** | 4.7 (160 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **AI Text Generation** | 5.8 (89 reviews) | Not enough data | 
| **AI Text Summarization** | 6.1 (88 reviews) | Not enough data | 

#### Artificial Intelligence - Professional Services Automation

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Predictive Forecasting** | 5.2 (33 reviews) | Not enough data | 
| **Smart task suggestions** | 4.9 (32 reviews) | Not enough data | 
| **Automated workflows** | 6.5 (37 reviews) | Not enough data | 

#### Agentic AI - Professional Services Automation

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Adaptive Learning** | 5.5 (33 reviews) | Not enough data | 
| **Proactive Assistance** | 5.4 (34 reviews) | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | N/A | N/A |
| **Issuetrak** | N/A | N/A |

#### Generative AI

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Feature Not Available | 

#### Self-Service Experience

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Searchable Articles** | Not enough data | Not enough data | 
| **Community Forums** | Not enough data | Not enough data | 
| **Mobile Optimization** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 

#### Self-Service Platform

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Branding** | Not enough data | Not enough data | 
| **Automation** | Not enough data | Not enough data | 
| **Artificial Intelligence** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | 6.7/10 | 264 |
| **Issuetrak** | N/A | N/A |

#### Incident Management

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Automate Ticket Routing** | 8.1 (239 reviews) | Not enough data | 
| **Ticket Prioritization** | 8.4 (238 reviews) | Not enough data | 
| **Ticket Notifications** | 8.4 (241 reviews) | Not enough data | 
| **Knowledge Base** | 7.0 (232 reviews) | Not enough data | 
| **Knowledge Base/Ticket Integration** | 7.2 (231 reviews) | Not enough data | 

#### Reporting

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Dashboards** | 8.7 (242 reviews) | Not enough data | 
| **Time Tracking** | 8.9 (246 reviews) | Not enough data | 
| **Surveys** | 7.4 (227 reviews) | Not enough data | 

#### Access & Usability

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Mobile** | 6.1 (230 reviews) | Not enough data | 
| **Self Service** | 7.9 (231 reviews) | Not enough data | 
| **Active Directory** | 7.2 (224 reviews) | Not enough data | 
| **Multi-Channel Access** | 7.5 (228 reviews) | Not enough data | 

#### Agentic AI - Service Desk

| Feature | Autotask | Issuetrak | 
|---|---|---|
| **Autonomous Task Execution** | 5.4 (16 reviews) | Not enough data | 
| **Multi-step Planning** | 5.3 (15 reviews) | Not enough data | 
| **Cross-system Integration** | 6.1 (17 reviews) | Not enough data | 
| **Adaptive Learning** | 4.4 (15 reviews) | Not enough data | 
| **Natural Language Interaction** | 3.9 (15 reviews) | Not enough data | 
| **Proactive Assistance** | 4.3 (15 reviews) | Not enough data | 
| **Decision Making** | 5.0 (15 reviews) | Not enough data | 

---
## Categories
**Shared Categories (1):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools)

**Unique to Autotask (2):** [Professional Services Automation Software](https://www.g2.com/categories/professional-services-automation), [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to Issuetrak (3):** [Incident Management Software](https://www.g2.com/categories/incident-management), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Help Desk Software](https://www.g2.com/categories/help-desk)


---
## Reviewer Demographics

### By Company Size

| Segment | Autotask | Issuetrak | 
|---|---|---|
| **Small-Business** | 68.8% | 24.6% | 
| **Mid-Market** | 28.1% | 40.4% | 
| **Enterprise** | 3.1% | 35.1% | 

### By Industry

#### Autotask

- **Information Technology and Services:** 52.9%
- **Computer & Network Security:** 17.0%
- **Computer Software:** 5.9%
- **Computer Networking:** 3.2%
- **Consulting:** 2.3%
- **Telecommunications:** 2.2%
- **Information Services:** 2.2%
- **Manufacturing:** 0.9%
- **Hospital & Health Care:** 0.9%
- **Marketing and Advertising:** 0.9%
- **Other:** 11.6%

#### Issuetrak

- **Information Technology and Services:** 14.5%
- **Telecommunications:** 8.1%
- **Hospital & Health Care:** 8.1%
- **Education Management:** 6.5%
- **Financial Services:** 6.5%
- **Computer Software:** 4.8%
- **Accounting:** 3.2%
- **Computer Networking:** 3.2%
- **Electrical/Electronic Manufacturing:** 3.2%
- **Furniture:** 3.2%
- **Other:** 38.7%

---
## Alternatives

### Alternatives to Autotask

- [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) — 4.0/5 stars (582 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1173 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1869 reviews)
- [Certinia PS Cloud](https://www.g2.com/products/certinia-ps-cloud/reviews) — 4.3/5 stars (673 reviews)
- [Accelo](https://www.g2.com/products/accelo/reviews) — 4.4/5 stars (554 reviews)
- [SuiteProjects Pro](https://www.g2.com/products/suiteprojects-pro/reviews) — 3.7/5 stars (231 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (986 reviews)
- [Kantata Professional Services Automation (formerly Mavenlink+ Kimble)](https://www.g2.com/products/kantata-professional-services-automation-formerly-mavenlink-kimble/reviews) — 4.2/5 stars (1512 reviews)
- [Deltek Replicon Time](https://www.g2.com/products/deltek-replicon-time/reviews) — 4.3/5 stars (789 reviews)

### Alternatives to Issuetrak

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6949 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3750 reviews)
- [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews) — 4.5/5 stars (137 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [Kayako](https://www.g2.com/products/kayako/reviews) — 4.1/5 stars (227 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7652 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3859 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)

---
## Top Discussions

### Autotask

- Title: [What is Autotask Professional Services Automation (PSA) used for?](https://www.g2.com/discussions/what-is-autotask-professional-services-automation-psa-used-for) — 2 comments, 1 upvote
  > **Top comment:** "A tool (CRM plus ERP Module) specifically designed for the Managed IT Service Providers (MSPs). This tool not only helps in capturing the long term contracts..."

### Issuetrak

- Title: [What is required for installation?](https://www.g2.com/discussions/what-is-required-for-installation) — 2 comments, 1 upvote
  > **Top comment:** "IssueTrak is a web-based software application available for On-Premises installation using your own web server and database platform or hosted and maintained..."
- Title: [What is Issuetrak used for?](https://www.g2.com/discussions/what-is-issuetrak-used-for) — 1 comment *(includes official response)*
  > **Top comment:** "Issuetrak is used by organizations to track tickets at their help desk, whether for internal IT requests or external customer support requests. A number of..."
- Title: [Where is your support team based?](https://www.g2.com/discussions/support-team) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Our Virginia-based support team maintains at least a 97% customer satisfaction rate and is available 24/7.

•	Web-based, email, mobile issue/ticket..."
- Title: [What kinds of businesses & industries are working with Issuetrak?](https://www.g2.com/discussions/755-industries-using-issuetrak) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "
Issuetrak is at the same time easy to use AND highly customizable, offering many user-defined options. This is why our customer base spans a wide range of..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/autotask-vs-issuetrak)