Autotask Reviews & Product Details

The workflow is easy and simple to use over a long period of time Review collected by and hosted on G2.com.

The appearance is a bit ugly/ outdated and could do with a bit of modernisation Review collected by and hosted on G2.com.

Autotask has become an essential part of our daily operations. By keeping all our tickets, projects, and billing centralized, it makes it much easier for our team to stay organized. The integration with Datto RMM functions smoothly, allowing us to connect technical work directly to the service desk. Although it takes a little time to get familiar with the layout, once you do, it proves to be a powerful system that significantly reduces administrative workload. Review collected by and hosted on G2.com.

While the interface occasionally feels somewhat outdated and certain sections could be more user-friendly, overall it remains a reliable platform that meets our needs. Review collected by and hosted on G2.com.

Autotask is the bread winner of all of the helpdesk systems its the for runner and the best of all the product lines I have ever had to use in my career,

Its ease to use and very easy to customise to your liking and especially easy to setup for what you need.

it provides you as the engineer tools and information so seamlessly that customers actually prefer to reach out and log tickets via email so that they can get support, this sorts out customer support as well as provides us as engineers r=time to work on their cases efficiently.

we use everything and every tool where and when applicable on a day-to-day basis even over weekends where needed and from our mobiles as well.

it's so easy to have this integrated into all of RMM as well as MS office applications SharePoint links and machine details via document manager and configuration items to remind us of when warranties expire it's a phenomenal tool Review collected by and hosted on G2.com.

there is so much to learn that it takes a few moments to actually take all of the potential and powerful tools in which is not a downside at all there is non.

just patiently take your time to learn what tools you have available and you will be amazed Review collected by and hosted on G2.com.

Bringing together Autotask Ultimate, Datto RMM, and IT Glue along with Network Glue and MyGlue was a brilliant move. Adding even more tools such as Kaseya Quote Manager, ConnectBooster, and myITprocess really completes the package. Having a rock star account manager on my side to help escalate support issues is really what transformed my operations. With comprehensive implementation services, we were able to onboard and understand how K365 Ops interoperates fully. Any stack of IT operations tools is complicated, but Kaseya makes it easy to use with tons of integrations. We use them daily and couldn’t imagine running the business without them. Shifting from a reactive break/fix approach to running a full-service IT business proactively is exactly the kind of evolution that any new MSP or T&M IT business truly needs. Review collected by and hosted on G2.com.

The only downside is having to handle all the negativity from Kaseya critics. My advice is to stay calm and keep moving forward! Review collected by and hosted on G2.com.

I love how Autotask serves as a comprehensive Professional Services Automation (PSA) tool that effectively helps in building and managing help desk tickets. The system’s ability to prioritize and assign tickets to technicians makes the workflow much more streamlined. I also appreciate its functionality for scheduling custom visits and calls, which aids in organizing services efficiently. The integration with data RMM and other tools enhances its utility, bringing additional troubleshooting information directly into the ticket management system. This integration ensures all data from various platforms is centralized, so I don’t have to access multiple systems to get a complete overview of all the tickets. The dashboards in Autotask are particularly impressive, with fully customizable features that allow me to adjust them according to our office needs. This customization aids in spotting critical or high-priority tickets immediately, creating alerts that enable technicians to respond to pressing issues as quickly as possible. The multi-language support and email integration capabilities further extend its usefulness, making it easier to manage tickets and communicate with clients. Overall, Autotask provides a highly integrated, flexible solution that enhances productivity and efficiency in ticket management. Review collected by and hosted on G2.com.

I find that the email ticket creation process in Autotask is quite problematic because it doesn't support HTML. This causes everything to come through as rich text, which complicates the formatting. URLs are rewritten, and tables are not formatted correctly when tickets are sent via email. This lack of HTML support is a major downside as it disrupts the clarity and organization of ticket information. Review collected by and hosted on G2.com.

I really like how Autotask manages ticket workflow efficiently. The automations you can configure are particularly useful in routing ticketing, enhancing operational efficiency. Additionally, the introduction of new technologies, such as the Cooper bought technology, greatly assists in summarizing or rewording technician notes to make them more legible for end users, which I find really great. The system's ability to make these technical details more accessible and user-friendly really stands out. Review collected by and hosted on G2.com.

I find the project workflow in Autotask could use some updating to better align with our specific needs. Despite discussing this with Kaseya, it remains an area of concern. Additionally, my sales department is dissatisfied with how the opportunities feature functions, as it doesn't fully meet their needs. We are hoping for better guidance on its usage and improvements in managing and viewing opportunities across multiple resources. Moreover, the initial setup of Autotask was challenging due to its size and complexity, requiring a significant investment of time to establish a base configuration. Review collected by and hosted on G2.com.

Ease of Use

The interface is intuitive once configured, making it easy for teams to adopt without steep training overhead. Dashboards, ticket queues, and project views are straightforward to navigate, and customizable widgets allow each user to prioritize information that matters most to their role. The workflow design reduces redundant clicks, helping staff get to the data they need quickly. While the depth of configuration options can feel overwhelming at first, once properly set up, the system supports a smooth daily experience. integrations are where it truly shines. The platform connects seamlessly with RMM tools, accounting software, CRM systems, and reporting solutions, ensuring that data flows across critical business applications without manual duplication. For MSPs, the ability to link monitoring, billing, and project management under one umbrella significantly improves efficiency and accuracy. The open API further enables custom connections, making it possible to tailor integrations to unique workflows. Review collected by and hosted on G2.com.

The project management module in Autotask often falls short compared to dedicated PM tools, with many users describing it as basic and clunky. While it covers the essentials, the interface feels outdated, navigation is unintuitive, and there’s a steep learning curve for new users. The feature set lacks the depth needed for managing complex projects, and updates can occasionally disrupt workflows or break custom widgets. Overall, it’s functional for convenience within the PSA, but not a strong stand-alone project management solution. Review collected by and hosted on G2.com.

I enjoy using Autotask to manage my daily tasks as a supervisor in the legal department and to create email templates, which facilitates my workflow. Additionally, I find its interface interesting, which adds a positive aspect to the daily use of the tool. It also helps me generate my daily routines and create reports on metrics and leads generated, which is crucial for my responsibilities. A decisive factor that led us to switch to Autotask from Google Genesis was the automation it offers, which undoubtedly improves our operational efficiency. Although its initial setup can be a bit complicated for those without technological knowledge, the overall experience has been positive, so much so that I rated it a 9.5 in terms of likelihood of recommendation. Review collected by and hosted on G2.com.

Sometimes I get lost in the interface, which suggests it could be more intuitive. The learning curve seems to be difficult, making adaptation more complicated than necessary. Additionally, the initial setup was a bit complicated, especially if you don't have prior knowledge of technology. Review collected by and hosted on G2.com.

I appreciate how Autotask helps me organize and automate IT work by centralizing tickets, tracking time, managing projects, and simplifying billing processes, ensuring nothing gets lost and everything runs smoothly. I like the way it eliminates repetitive work and reduces human error, which saves a lot of time. I also value the scalability of the processes it provides. It's user-friendly and easy to set up, which facilitated the initial implementation for our team. Review collected by and hosted on G2.com.

I think that Autotask can sometimes be slow or clunky. Some pages load slowly, and switching between tickets, accounts, or devices can feel heavy. Additionally, it relies on older web technology, which contributes to its sluggish performance. The lack of client-side caching means that it reloads a lot of repetitive data, and the database queries could be optimized to improve the slow list views and searches. Review collected by and hosted on G2.com.

I appreciate how Autotask organizes tasks and projects effectively, making it easy to assign them clearly and track the process in real-time. The integration with other systems is a big plus, as it makes the entire workflow much smoother and more efficient, especially when working remotely. Autotask excels in maintaining organization, which has a significant positive impact on my work, enhancing efficiency and productivity. These aspects contribute to a seamless experience that I value highly. I am so satisfied with the functionalities that I rate my likelihood of recommending it to others a perfect 10. Review collected by and hosted on G2.com.

I find the interface of Autotask could be improved as it sometimes overlaps, which might make it challenging to navigate. Additionally, I believe the notifications could benefit from being more customizable to better fit individual preferences and workflows. I also noticed that while the setup was easy for someone with technological knowledge, there's still room for improvement to make it more accessible for those less familiar with tech. Review collected by and hosted on G2.com.