Autotask Reviews & Product Details

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 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.

This is a highly capable ticket management platform with the capacity to track the assets which originate those tickets, provide history, bill labor using a variety of specified criteria, include expenses, and a whole lot more.

Even if you get nothing else from Kaseya, Autotask is the go-to for managing tickets, projects, contracts, quotes, and billing. Pretty much any way you need to use it, for any purpose, it's up to the task. Review collected by and hosted on G2.com.

This is a powerful product, and that means complexity. Anyone who tells you that "powerful" and "complex" don't walk hand-in-hand is trying to sell you something that likely won't meet your needs. With that in mind, the power of this platform will give you an indication of just how much you're going to need to understand to make it work properly.

If you don't take the time to fully understand and set the product up properly, and this will require quite a bit of that time, you're going to dislike the result. The faster you get into it and "just start using it," the faster you're going to make a mess that will take several times as long as it should to sort out and correct.

Paid onboarding/setup services are available. If you don't have a lot of tolerance for reading documentation, watching technical videos, or you don't have a truly firm grasp of your organization's workflows (to include finance, if you'll be billing with this product), then you'll definitely want to task someone else with doing this for you, and Kaseya offer services with a price tag commensurate with the amount of work you don't want to do. Review collected by and hosted on G2.com.

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.

The ticket system’s ability to quickly pull up information on previously serviced tasks makes it very easy for new technicians to get up to speed. Review collected by and hosted on G2.com.

If someone replies within an email thread for Autotask that still includes the Autotask support email address, it creates a new ticket assigned to that firm instead of linking the reply to the existing ticket. Review collected by and hosted on G2.com.

The continuous improvements, and keeping up to date with integrations and new technology, like AI. Helping us have better systems. Review collected by and hosted on G2.com.

Better documentation how things work. We were with ConnectWise for 11 years, and in their support portal, they had vidoes you could find to walk you through steps. Sometimes the documentation does not explain things clearly. Live Reports and not friendly. Would like better reportings so we don't have to use another 3rd party vendor. 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.

I really like how Autotask makes managing everything service desk related very easy. It simplifies working with tickets and the workflows help with automating jobs. I find it quite simple and efficient for my job. The third-party integrations are another highlight because they allow us to sync our platforms together and use automations effectively. The initial setup was very straightforward to get going. Review collected by and hosted on G2.com.

Sometimes workflows can be difficult to build. It isn’t as easy as you think and things don’t flow the way you think. You can get around it but sometimes you need to really think. 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.