Autotask Reviews & Product Details

I like Autotask's ability to link things together with other Datto and Kaseya products, which saves time and money. These integrations eliminate the need to waste time hunting for information that we have already asked clients for or that is already available in another product or tool. I like having a PSA that allows for tracking of projects, tickets, CRM info, and any other information that is necessary. Review collected by and hosted on G2.com.

I think Autotask could improve by utilizing deeper AI tools to proactively address issues. It would be great to have features that suggest solutions or automatically address basic issues like password resets. Having more AI tools to be able to search throughout the entire product will be great because right now you have to drill down and click through many screens. Right now it just takes too much time to click through and find what you're looking for unless you know exactly where it is. Review collected by and hosted on G2.com.

I like the layout of Autotask compared to other ticketing systems I’ve used before. It’s very user-friendly, and it’s easy to set up queues and visual dashboards. Tracking my time on a ticket is straightforward, and support is also easy to work with whenever I run into any issues. We also integrate it with other platforms and compared to other systems it has the most compatibility. Review collected by and hosted on G2.com.

I would like another way to track ticket time besides using the side bar. I've used the timer when you have the ticket open too but I often minimize & can be forgotten with all my other tickets. Review collected by and hosted on G2.com.

Autotask is resourceful in combining all IT services including project management, ticketing and even billing

The program concentrates on ticketing and this brings efficiency in notifications and fast response time to customers

The app connects successfully with IT items including others like accounting systems

The dashboard is flexible, and we can tailor it to specific operational requirements

The real time ticketing system improves on productivity Review collected by and hosted on G2.com.

The understanding of Autotask and seamless execution is something that bothers many users

Autotask has complex configurations and this takes calls for IT support Review collected by and hosted on G2.com.

I like how strategic and organized Autotask is. It really helps our IT department be more organized, not just with our internal resources but also in tracking the influx of support tickets. I find its organization capabilities great for keeping up with devices and providing our end users with documentation resources. Although the setup was confusing at first, now that we've explored it, navigating Autotask has become easy. Review collected by and hosted on G2.com.

I feel the project management needs a little more work, especially for organizations that are not too deep with project management but want to use it as a tool to stay organized. Maybe more of being able to use an easier way to list the projects and assign them to your resources without having to place in a figure amount or being able to list out the projects and what needs to be done. The initial setup was confusing at first. Review collected by and hosted on G2.com.

I like that Autotask helps me organize tickets and keeps me aligned with my goals. The dashboard is a feature I find particularly useful. It is easy to handle and allows me to write replies and save notes efficiently. I find managing user requests and handling the ticket queue straightforward with Autotask, and its setup was very easy. Overall, it has more features than the previous product I used. Review collected by and hosted on G2.com.

I need it to have email signatures enabled. I'd like an option to add my email signature. Review collected by and hosted on G2.com.

Easy to manage tickets with different issues from different customers. It can integrate to IT Glue, Datto RMM. Easy to use. The AI function is good to help us rewrite the email to reply to customer. The speed of the system is good. Review collected by and hosted on G2.com.

So far nothing to dislike. It has some areas can be improved. Review collected by and hosted on G2.com.

I like that all departments and areas can be in 1 tool. Our counterparts in Australia currently use several tools where we can use 1 - it's very convenient. Review collected by and hosted on G2.com.

Reporting could be better. I wish we had more control over some of the automated reports and the notifications that go out (I'd like to update some of the messages). More integrations to outside software would be great (like Microsoft projects). Resource forecasting is a challenge with current functionality. Review collected by and hosted on G2.com.

I love the integrations Autotask has with other Kaseya products like Datto RMM or IT Glue. They allow us to fast track a lot of our workflows. It is great because we don’t need to rewrite or rework the same ticket on other platforms, and it helps document the solution easily. It also allows us to deliver and follow up on support requests efficiently. The environment Kaseya built with available integrations on Autotask, not just with their apps but with third parties, adds significant value. Review collected by and hosted on G2.com.

The look and feel could use some more design. The menus seem a little bit dated. Review collected by and hosted on G2.com.

I like that Autotask keeps track of everything for us, making it a centralized spot for handling client issues efficiently. It's also very powerful, offering robust capabilities that can sometimes feel intimidating but generally help maintain effective workflows. I appreciate how simple it was to change our business models in Autotask, using its features like default contracts and exclusion sets, which, although complicated at times, work nicely once set up. Review collected by and hosted on G2.com.

The thing that trips us up the most is that if we're busy working on several tasks, we might be answering a ticket and then get interrupted with a higher priority item. And so we leave that ticket and do something else. And if we forget, that we were working on that ticket and we forget to send it, or maybe even close the ticket by mistake, it doesn't prompt to say, did you really mean to close this or whatever? And the work is gone, and we might even not remember that we didn't answer that ticket. If there was some way that Autotask could be a little bit smarter and if there had been a change in a ticket, it would maybe prompt you for whether that ticket should be closed or sent, something like that. We worked with one of the Datto or Kaseya engineers to do the initial setup. We could not possibly have done it without them. Review collected by and hosted on G2.com.

I like that Autotask runs our whole MSP covering CRM, Contracts, Projects, and Service Desk. It's designed specifically for MSPs, so it tackles time tracking and billing problems that general 'ticketing systems' do not. I appreciate the powerful dashboards as they give me clear insights into what exactly is going on and where we need to focus our efforts. Everyone in the business has tailored dashboards, helping them know exactly 'what's next.' Even though the UI could use some updates, I do like how the new interfaces are shaping up. Review collected by and hosted on G2.com.

The UI is tired in places - but we like how the new stuff is looking. Review collected by and hosted on G2.com.