--- title: Autotask Reviews meta_title: 'Autotask Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 628 reviews by the users' company size, role or industry to find out how Autotask works for a business like yours. aggregate_rating: rating_value: 4.2 review_count: 628 scale: '5' date_modified: '2026-08-04' parent_category: name: ERP url: https://www.g2.com/categories/erp --- # Autotask Reviews **Vendor:** Kaseya **Category:** [Professional Services Automation Software](https://www.g2.com/categories/professional-services-automation) **Average Rating:** 4.2/5.0 **Total Reviews:** 628 ## About Autotask Autotask is the intelligent, unified PSA platform that powers high-performing MSP operations. It connects tickets, time, projects, contracts and billing in one seamless workflow — eliminating manual effort, reducing technician friction and ensuring every billable hour is captured automatically. With built-in automation and real-time visibility, Autotask streamlines service delivery, improves profitability and turns operational data into actionable dashboards that drive accountability and demonstrate value. Trusted by growing MSPs worldwide, Autotask helps teams deliver faster, more consistent service while maintaining clarity and control across every part of the business. ## Autotask Pros & Cons **What users like:** - Users value the **ease of use** of Autotask, enjoying its intuitive interface and accessible features for efficiency. (65 reviews) - Users value the **seamless integrations** of Autotask, ensuring efficient workflows and effective ticket management. (49 reviews) - Users appreciate the **smart summaries and user-friendly interface** of Autotask, enhancing efficient ticket management and workflow. (43 reviews) - Users appreciate the **automation features** of Autotask, which enhance efficiency and streamline daily operations. (30 reviews) - Users value the **easy integrations** of Autotask, enhancing their workflow and connectivity with other tools effectively. (24 reviews) - Users value the **efficiency** of Autotask, enabling faster ticket management and improved team collaboration for better client support. (24 reviews) - Customer Support (20 reviews) - Workflow Management (20 reviews) - Features (19 reviews) - Time Tracking (19 reviews) **What users dislike:** - Users find the **complex usability** of Autotask overwhelming, especially with the multitude of options and a dated interface. (24 reviews) - Users often find the **steep learning curve** adds complexity, making proper setup and understanding crucial for success. (18 reviews) - Users note the **missing features** in Autotask, particularly in project management and automation capabilities. (17 reviews) - Users find Autotask's **limited functionality** frustrating, noting the need for improvements in project workflows and integrations. (16 reviews) - Users find Autotask's interface **not user-friendly** , with an outdated layout and unintuitive navigation affecting usability. (16 reviews) - Users face a **steep learning curve** with Autotask, making initial navigation and customization challenging. (14 reviews) - Users find **ticketing issues** challenging, with difficulties in searching and inadequate options in the drop-down menu. (14 reviews) - Outdated Interface (13 reviews) - Poor Design (13 reviews) - Clunky Interface (11 reviews) ## Autotask Reviews ### 1. Not for fient of heart but utterly fantastic **Rating:** 5.0/5.0 stars **Reviewed by:** Rob W. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 31, 2023 **What do you like best about Autotask?** Completely modular to built to your needs. **What do you dislike about Autotask?** Since it is completely modular, it takes some work to get it where you want it. **What problems is Autotask solving and how is that benefiting you?** Complete IT MSP management. Customer CRM and contacts, quoting and approvals, ticketing services and client review automation. ### 2. I like it. **Rating:** 4.0/5.0 stars **Reviewed by:** Mike T. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 31, 2023 **What do you like best about Autotask?** I like the simplistic view of ITSM. Would like to see how things continue thru 2024 **What do you dislike about Autotask?** The attention to details. Focused on the big changes but a lot of little changes would make life easier. **What problems is Autotask solving and how is that benefiting you?** A simple ITSM tool. ### 3. Great if you want to be treated like you don't know how to tie your shoes. **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** September 28, 2023 **What do you like best about Autotask?** It has what's necessary, even if it is designed in a way that makes it impossible for reasonable data management. **What do you dislike about Autotask?** They will treat you like the dumbest person on the planet, but can't consistently spell "device" correctly in their documentation. Tech support is not tech support, it's a place to be told how to properly click a link and that's it. They cannot provide an update that produces zero issues. Their database is designed in a manner that prevents a user from cleaning out unneccesary information. The application is very slow. Updates since Kaseya bought them do not function the same as the platform. **What problems is Autotask solving and how is that benefiting you?** Tickets, CRM, quotes, SLA management. Automated workflow processes allow me to update information without having to put hands on the item. ### 4. Autotask transformed out IT business **Rating:** 5.0/5.0 stars **Reviewed by:** Robert W. | President, Small-Business (50 or fewer emp.) **Reviewed Date:** October 31, 2023 **What do you like best about Autotask?** Autotask manages contracts, billing, ticket management, projects. It is an efficiency machine. **What do you dislike about Autotask?** The ownership changes are very hard on the product. Don't be sucked into the integrated inferior products produced by Kaseya. The other products see little helpful improvements. Simple things like alphabetized drop-down lists have gone years without fixes. **What problems is Autotask solving and how is that benefiting you?** Simplifies Contract and billing management. ### 5. Truly the best in market. **Rating:** 4.5/5.0 stars **Reviewed by:** Umair A. | Head Accounting & Financial Reporting, Mid-Market (51-1000 emp.) **Reviewed Date:** October 31, 2023 **What do you like best about Autotask?** Very simple and easy step integration processes. **What do you dislike about Autotask?** Less availability of training materials. **What problems is Autotask solving and how is that benefiting you?** Tracking coordinating and time recording. ### 6. Fantastic all in one **Rating:** 5.0/5.0 stars **Reviewed by:** Tamara M. | Enterprise (> 1000 emp.) **Reviewed Date:** December 14, 2023 **What do you like best about Autotask?** This product creates efficient outcomes and brings work together in one place for best collaboration. **What do you dislike about Autotask?** This product needs more tutorials for new users. **What problems is Autotask solving and how is that benefiting you?** none at the moment ### 7. Autotask as Services Management for SAAS Company **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** February 27, 2024 **What do you like best about Autotask?** The flexibility to set up projects and quotes and customize the experience **What do you dislike about Autotask?** Small offer of plug-ins and extended services **What problems is Autotask solving and how is that benefiting you?** Helping us use our data. ### 8. Good PSA for MSP's **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 03, 2021 **What do you like best about Autotask?** The ability to customize the configuration of the software to our business processes is good. **What do you dislike about Autotask?** The billing process is complicated and not straightforward. Once you understand the logic and intricacies it gets a little easier. **What problems is Autotask solving and how is that benefiting you?** Autotask provides more detailed ticketing information for our MSP clients using the client portal. Also provides lots of widgets for monitoring the status of tickets, helping to shorten response times. ### 9. Great Software **Rating:** 4.0/5.0 stars **Reviewed by:** Craig W. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 31, 2023 **What do you like best about Autotask?** Complete solution for running a large portion of our MSP including ticketing, Invoicing, and CRM. Very comprehensive and highly customizable. **What do you dislike about Autotask?** Can't delete anything. The PM module isn't as comprehensive as we'd like. **What problems is Autotask solving and how is that benefiting you?** Ticketing and invoicing. ### 10. Met our needs and more **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Small-Business (50 or fewer emp.) **Reviewed Date:** December 12, 2023 **What do you like best about Autotask?** This program is very user friendly. The data driven results have improved service, productivity and mostly our profits. Customer service is friendly and easy to reach. **What do you dislike about Autotask?** I have nothing bad to say. All in all great product. **What problems is Autotask solving and how is that benefiting you?** Profitablity during down season ### 11. Excellent and must have tool for MSPs **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** October 31, 2023 **What do you like best about Autotask?** Workflows, dashboards and widgets amd ease of use **What do you dislike about Autotask?** Slow processing, loading (sometimes) and look and feel **What problems is Autotask solving and how is that benefiting you?** Support ticket, worklogs and workflow with priorities ### 12. Helpful but needs better mobile access **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** September 28, 2018 **What do you like best about Autotask?** The service is great and extremely robust. **What do you dislike about Autotask?** It would be better though if there were a faster way to create tickets and enter time and info for jobs **What problems is Autotask solving and how is that benefiting you?** Backup management, ticket and time management, document consolidation. ### 13. Excellent for teams **Rating:** 5.0/5.0 stars **Reviewed by:** Robert C. | Network Technologies Analyst (II), Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2023 **What do you like best about Autotask?** Autotask has been fantastic for our team by allowing us to schedule our tax in advance and create efficiencies between our account management team, and our helpdesk **What do you dislike about Autotask?** There were some recent changes to the UI that caused confusion, but they ended up fixing it pretty quickly. Based on user feedback. More training resources in the app may be needed **What problems is Autotask solving and how is that benefiting you?** Autotask gives us a single pane of glass for our helpdesk, our account management team, and many of our accounting needs in terms of reporting on resource utilization. ### 14. Fully Featured PSA, from 10 years ago **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 23, 2023 **What do you like best about Autotask?** It has what most PSAs offer, and does it well. It also allows a lot of customizability with regards to workflows, notifications on Incidents, and scripting. Although these features have not changed or improved in quite some time **What do you dislike about Autotask?** Lack of modernization, no (good) mobile app, frequent API headaches. **What problems is Autotask solving and how is that benefiting you?** Tracking/Managing Incidents and Problems within a Service Desk environment ### 15. Autotask PSA for IT Project Management **Rating:** 5.0/5.0 stars **Reviewed by:** Bert R. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 30, 2023 **What do you like best about Autotask?** Bulk changes very useful (dates, resources, work-types), project plan templates save time, dashboards give great overviews. **What do you dislike about Autotask?** Would like easier capability to create reports on demand, or maybe I just need training on capability. **What problems is Autotask solving and how is that benefiting you?** Building library of project plans & time estimates that will increase our quoting accuracy for future projects. ### 16. Great comprehensive tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 26, 2023 **What do you like best about Autotask?** Autotask is great for documentation, ticket management, billing and projects all in one database. It's various features combined into that one platform have allowed our small MSP's efficiency to soar in the past few years. **What do you dislike about Autotask?** Some of the features aren't as readily accessible (think sidebar format) from the home screen as I'd like. We neglected to regularly use a lot of Autotasks features for some time because of this. **What problems is Autotask solving and how is that benefiting you?** Autotask has helped us identify issues in our internal workflow and provided insight on valuable tasks we should start including in our internal workflow. It has also helped keep an up to date CRM with ease. ### 17. Very powerful cloud-based ticketing system for tracking job tickets and staff's time against tickets **Rating:** 5.0/5.0 stars **Reviewed by:** Praveen S. | Solutions Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** May 02, 2023 **What do you like best about Autotask?** It has plenty of customisation options and can manage large volume of tickets. It has all in one solution and integrates with other applications easily. **What do you dislike about Autotask?** I found widgets challenging to customise. **What problems is Autotask solving and how is that benefiting you?** Keeping track of time spent on jobs and managing cutomer details was very had. But these have been solved by using Autotask. Also its helping to keep track on project works. ### 18. Fantastic product, great service and support **Rating:** 5.0/5.0 stars **Reviewed by:** Glenn C. | Owner / IT Infrastructure Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** April 27, 2023 **What do you like best about Autotask?** Workflow of quote through to billing with contract management really assisting the business processes. **What do you dislike about Autotask?** Slowness of interface, it takes too long to process the clicks we have to do every day. Improving interface response times **What problems is Autotask solving and how is that benefiting you?** Tickets, automation, billing. Safes me so much time and improves consistency ### 19. Why we use autotask! **Rating:** 5.0/5.0 stars **Reviewed by:** Brandon P. | Customer Documentation Administrator, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2023 **What do you like best about Autotask?** The integrations with other billing, rmm, backup, and quoting software solutions. **What do you dislike about Autotask?** The contracting cascade functions are a bit counter intuitive. But, are extremely powerful, and I don't have a suggestion for improvement. **What problems is Autotask solving and how is that benefiting you?** This is our engineer and tech home. All customer interactions pass through here. ### 20. Great platform to manage devices remotely. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** August 01, 2023 **What do you like best about Autotask?** Reliability and ease of use. Securely access devices. **What do you dislike about Autotask?** Connectivity can be unstable sometimes. Long delays to connect. **What problems is Autotask solving and how is that benefiting you?** Remote access and auto deployment of software. Save time and increase productivity. ### 21. Great, A lot to unpack **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 26, 2023 **What do you like best about Autotask?** Love the ticketing system. Now getting more involved in APIs and other integrations. **What do you dislike about Autotask?** It has so many features, it can sometimes be difficult to find where you need to make changes. But some of the recent changes have made it more clear. **What problems is Autotask solving and how is that benefiting you?** The ticketing system and the workload are great. Allows tickets to be delivered to who and where we need them. ### 22. Kaseya PSA **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 27, 2023 **What do you like best about Autotask?** The ability to take a framework and building upon it for your own company. **What do you dislike about Autotask?** The onboarding and official config is a bit lengthy and requires hours of research to UNDERSTAND what is happening in PSA on the back end **What problems is Autotask solving and how is that benefiting you?** the busy day to day is non existent ### 23. Autotask works! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** April 26, 2023 **What do you like best about Autotask?** It's a great tool to keep organized - our team has a lot of orders that come in, and it keeps us on track! It is super user-friendly and something our team uses daily. **What do you dislike about Autotask?** Not applicable. I really like AutoTask :) **What problems is Autotask solving and how is that benefiting you?** It helps keep our team organized ### 24. New and partially implemented **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 26, 2023 **What do you like best about Autotask?** Ease of customer notification and time tracking. Consolidation of relevant information into single space for techs **What do you dislike about Autotask?** It can be visually confusing until you get used to it **What problems is Autotask solving and how is that benefiting you?** Giving us a full ticketing system vs the crm we were previously using ### 25. Great product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Networking | Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2023 **What do you like best about Autotask?** The ease of the learning curve compared to competitor products. **What do you dislike about Autotask?** I would like to see more advertising and training on the integrations. **What problems is Autotask solving and how is that benefiting you?** It allows us to create tickets and bill easily while providing good documentation. ### 26. Extremely Robust, Sometimes to a Fault **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 08, 2022 **What do you like best about Autotask?** The featureset included in Autotask PSA is extremely robust, and most MSPs should be able to find something to love about it. Specifically the ticketing platform works well, but the Contact/Quoting and CRM features work well too. **What do you dislike about Autotask?** The interface feels very archaic at times and it is difficult to manage multiple users working one ticket (as updates are NOT made live, but must be manually refreshed). There is no way to see who is currently viewing/working a ticket, such as through Zendesk. **Recommendations to others considering Autotask:** Be prepared to learn a LOT about the product before implementing it in a meaningful way **What problems is Autotask solving and how is that benefiting you?** Autotask PSA allows for our company to manage many different ticket types through one platform, for a wide variety of clients. It also contains great out of box ticket classifications (Problem, Incident, etc.) that can be molded to your needs. ### 27. Excellent product, got it up and running quickly and smoothly **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 26, 2023 **What do you like best about Autotask?** Ticketing and automation of tickets, reporting **What do you dislike about Autotask?** Can be bit overwhelming finding things sometimes. **What problems is Autotask solving and how is that benefiting you?** Ticketing and billing non contacts work great ### 28. Autotask PSA **Rating:** 4.5/5.0 stars **Reviewed by:** robert h. | System Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** December 23, 2021 **What do you like best about Autotask?** I love how the Profesessional Services Automation also works seamlessly with their Remote Software. We also use AutoTask RMM and this is a blessing in disguise. It keeps tabs on all of our servers and computers. If there is an issue it finds, a ticket is instantly generated and our support staff can quickly jump onboard to resolve the issue. **What do you dislike about Autotask?** There isn't anything I do not like about this. It has open architecture and enables over 200 + leading tools to maximize business efficiency. **Recommendations to others considering Autotask:** I recommend this product as well as the Autotask RMM tool. Both work well together. To have a help desk system and remote access to all your employee's computers and resolve their issues quickly and efficiently is an awesome feeling. **What problems is Autotask solving and how is that benefiting you?** We can monitor problems before they become more extensive. The ticketing system integrates with AutoTasks RMM tool. We have the ability to remote into any server or computer from anywhere in the world that is attached to our environment. We can assist with any issue or problem in a blink of an eye. ### 29. Mohawk Networks uses Autotask PSA **Rating:** 4.0/5.0 stars **Reviewed by:** Jason H. | Federal Grants & Projects, Small-Business (50 or fewer emp.) **Reviewed Date:** September 12, 2022 **What do you like best about Autotask?** Overall my experience with AutoTask is positive. It gives our business the visibility and ease of data access we need. I looked how the product is continuously improving. **What do you dislike about Autotask?** The complexity and learning curve of somer features such as sales and opportunities. **What problems is Autotask solving and how is that benefiting you?** It solves our ticketing and help desk metrics. ### 30. Great product for managing all your Datto services **Rating:** 5.0/5.0 stars **Reviewed by:** Donnie C. | VP of Operations, Small-Business (50 or fewer emp.) **Reviewed Date:** September 11, 2022 **What do you like best about Autotask?** Like that it is pretty easy to use and keeps everything nice and clean **What do you dislike about Autotask?** There isn't anything at this time that I can say I dislike **What problems is Autotask solving and how is that benefiting you?** Client contracts and support service time tracking. Great asset management with direct connection to Datto RMM ### 31. Feature Suggestions Ignored **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** March 30, 2022 **What do you like best about Autotask?** This is a full-featured PSA targetted to MSPs, so it does pretty much everything. **What do you dislike about Autotask?** Although the customer support is responsive and helpful with technical problems, they pay little to no attention to feature suggestions and my account manager has yet to reply to any emails. **Recommendations to others considering Autotask:** Be prepared to spend at least 6 weeks setting this thing up. It has a lot of functionality, but it is a bear to manage. That said, I am mostly happy with the product, except that I do not feel they have a very fair way of handling feature requests. I have made many, and they are all ignored. **What problems is Autotask solving and how is that benefiting you?** Solving the problem of running my business - ticketing, client portal, email automation, invoicing... ### 32. Director **Rating:** 5.0/5.0 stars **Reviewed by:** Alex E. | Director, Mid-Market (51-1000 emp.) **Reviewed Date:** September 12, 2022 **What do you like best about Autotask?** The color of the screen and the full list of features **What do you dislike about Autotask?** Lack of file locking on tickets causes collisions **What problems is Autotask solving and how is that benefiting you?** Ticketing, billing, contracts, project management, billing ### 33. Good product bad billing support **Rating:** 2.5/5.0 stars **Reviewed by:** Jacob D. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** April 10, 2022 **What do you like best about Autotask?** Great product with a lot of functionality and customization **What do you dislike about Autotask?** DO NOT USE AUTO BILL. They will not honor emails you send to their reps that their reps don't acknowledge or ack on. Their system auto bills you every month and are quick to add new licenses to your contract, but if something happens and you need to downgrade they are slow to respond or are unresponsive leaving you with charges that you did not wish for. **What problems is Autotask solving and how is that benefiting you?** Organizing tickets and customer endpoint management. ### 34. Autotask is a great tool. **Rating:** 4.0/5.0 stars **Reviewed by:** Manuel Alejandro B. | Backup Administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Autotask?** I cherish Autotask since it brings an excellent organization to your company. You'll make tickets conjointly save data approximately clients or any data that you may require within the future. **What do you dislike about Autotask?** The interface is sweet, but it can be way better. The improvement group can put buttons that offer assistance us getting any data or getting an alternative quicker without numerous clicks. **What problems is Autotask solving and how is that benefiting you?** I have obtained great benefits, I have used it to create customer support tickets, and in this way, the team helps customers quickly and more effectively. This tool helps me every day to organize my work. ### 35. Gets the job done **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** July 28, 2021 **What do you like best about Autotask?** It keeps tabs on everything you do. It has a ticket system that helps manage tasks. Compared to other ticketing systems, it is more adjustable for wider specifications. **What do you dislike about Autotask?** Not super user friendly. The layout is a bit confusing. Sometimes I wish I could just expand the ticket instead of having to open it. **What problems is Autotask solving and how is that benefiting you?** Technical support. The benefits are unless you close the ticket, it lingers meaning nothing gets lost. ### 36. A Comprehensive Business Tool! **Rating:** 4.0/5.0 stars **Reviewed by:** Ruby M. | Finance/Office Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** February 18, 2021 **What do you like best about Autotask?** The functionality of Autotask is great and I have been with Cobus for nearly a year now and I am still able to improve on the efficiencies by utilizing new features, reports and regular updates. This software is functional for all departments of Cobus and is the company 'driver' we use it for everything from quotes, client relations, service desk, fault loggings, and financial reporting. It also has handy internal features which mean it really is an all in one package. I am able to use the tabs to create work widgets that suit what I need to see and help improve my own efficiencies as well as my department. **What do you dislike about Autotask?** As much as Autotask covers a lot of the basic HR/ Employee details. I think this feature could be made to be much better. I think if there was some way of each employee having personal folders for any internal documents, training files and confidential documents like pay slips or disciplinary files. **What problems is Autotask solving and how is that benefiting you?** being able to have a hub of client information without going to different files to piece together things from each department (Sales, Engineering and Finance) We have also improved on work tracking and being able to monitor all jobs easily so that nothing is missed when it comes to invoicing as everything has to be accountable for and approved. ### 37. AutoTask Project Module **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 05, 2021 **What do you like best about Autotask?** Dashboards Once created prove to be extremely valuable for my PM's **What do you dislike about Autotask?** Importing activities into the project module schedule does not offer the ability to add resources. this is very time consuming and should be added **What problems is Autotask solving and how is that benefiting you?** Project time tracking and budget financials ### 38. Autotask PSA Review **Rating:** 4.0/5.0 stars **Reviewed by:** Howard P. | President and CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** December 08, 2020 ### 39. Solid Ticketing Software **Rating:** 4.5/5.0 stars **Reviewed by:** Lee W. | IT Operations Manager, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** April 09, 2021 **What do you like best about Autotask?** Easy to look up past tickets, enter time, and work on PTO Requests. It was a solid system for those things, but we never utilized al the features that came with it. **What do you dislike about Autotask?** Clunky for creating a new ticket, and end-user portal not as friendly as it could be. **What problems is Autotask solving and how is that benefiting you?** We were solving a workload/time entry for our techs, and translate that out for billible time to the clients. We ended up switching systems to combine everyting into one system, but overall it was a nice system. ### 40. Great for ticket management and service desk, but lacking on the project management side **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 14, 2020 **What do you like best about Autotask?** It integrates well with most popular RMM tools and it is easy to set up workflows to trigger on different criteria for the service desk. Additionally, the search features are powerful and allow you to filter by a variety of different criteria to hone in on what you are looking for. **What do you dislike about Autotask?** The Project Management side of Autotask and customized reporting is very clunky. Creating Projects or Projects from scratch is a chore. The UI is difficult to master and features like adding a specific resource as primary to a section of the project is not possible (or at the least, not obvious). Staff who get assigned tasks on projects often have a hard time finding the task so they can properly record their work. Trying to build reports on things that should be simple (i.e., project profit & loss) is often impossible and at best requires a call in to the Autotask support team. **What problems is Autotask solving and how is that benefiting you?** We are using Autotask for day to day ticket management, project management, and financial tracking. With Autotask, we are very satisfied with the ticket management, tracking time worked on issues, and reporting on tickets. It has allowed us to easily integrate with our RMM so tickets are automatically opened, as well as allow our clients to email us and have a ticket opened. I would say that Autotask has allowed us to keep a high level of client satisfaction because of this. We have also created workflows to email our engineers and managers to keep us in compliance with our SLAs. We get by with the "out of the box" Project Management. Despite it's flaws and opportunities to streamline our productivity, it is at least useable for managing that side of our business. ### 41. Poor support and training **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 17, 2021 **What do you like best about Autotask?** Easy enough to make a ticket and service call. **What do you dislike about Autotask?** Cumbersome to learn, very little available for relevant training. Hard to follow online instruction. **What problems is Autotask solving and how is that benefiting you?** No problems or benefits realized. It does its job, but I believe there has to be a better program available. ### 42. Auto Task gets the job done **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 18, 2021 **What do you like best about Autotask?** There are a lot of options to choose from when doing help desk tickets . You can be as detailed as you want to **What do you dislike about Autotask?** Training can be a little tough for a new person due to the complexity of the program is the only thing we have seen. **What problems is Autotask solving and how is that benefiting you?** Technical support. Being able to see everything laid out about the customer accounts. ### 43. A Feature-Rich PSA That Still Needs A Makeover **Rating:** 3.0/5.0 stars **Reviewed by:** James Y. | Technical Architect, Small-Business (50 or fewer emp.) **Reviewed Date:** June 10, 2020 **What do you like best about Autotask?** The Knowledge Base of Autotask is probably its best feature, allowing a simple collection of articles with easy searching functionality. As the head of support, it was easy to build out a knowledge base. **What do you dislike about Autotask?** The interface as a whole needs a drastic overhaul. There are nice features, such as being able to click on a graph of your open tickets and navigate by age. Overall however, the interface is cluttered and requires an absurd amount of clicks for navigation. Worse yet, when using a project, you can't simply click a task to open it and begin editing. Rather, that just prompts you to change the name. You have to select the checkbox near it and then select edit. In concept it makes sense, but in practice it just isn't as fluid as it should be. **Recommendations to others considering Autotask:** I would recommend trying to find some kind of training with Autotask. It has an absolute wealth of features. It's possible that I may not have been as educated on the software as I wanted to be, and that could be affecting my judgment. Autotask is a very powerful tool that can be extremely valuable to any business, but only if you can get past the annoyances I've listed. **What problems is Autotask solving and how is that benefiting you?** Autotask PSA has allowed us to organize out projects and time entries, which were spread out in a mess of other environments. So being able to combine them all was great. Time entries specifically have been much easier since we moved them out of Dynamics CRM's PSA. ### 44. This is one of the WORST CRMs on the market.... **Rating:** 0.0/5.0 stars **Reviewed by:** Rich B. | Business Development Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 28, 2020 **What do you like best about Autotask?** It is cheap...and easy to use. I have used many other CRM's in the past. SalesForce, ZoHo, Etc. Autotask is by far THE WORST! BUT its Cheap. **What do you dislike about Autotask?** It is not user friendly and the customer service is garbage... Their are simple things that you would expect a CRM to do like - The ability to search by a website URL. - and it doesn't do easily. Think about this... URL is unique for a company... the address can change... contacts can change... even the name of the business can change or have DBAs but the companies website URL usually never changes... Autotask doesn't give a good way to search by this unique URL. Further more its SUPER hard to link subsidiaries and there isn't a good way to Merge duplicate accounts. **Recommendations to others considering Autotask:** I recommend staying away from Autotask it is falling behind other competitors. Yes Salesforce, ZoHo CRM, Hubspot CRM, etc. may be more expensive but trust me... It is worth it. Also keep in mind. Once you settle on a CRM.. you are pretty much stuck with it. My company cannot ditch Autotask because we are so heavily integrated with it. It would practically shut us down to migrate to something else. **What problems is Autotask solving and how is that benefiting you?** Well... Keeping data clean is important. From a sales and marketing perspective this is not the best to do that with. This CRM works best for technical management of clients. ### 45. Distributes, administers and manages. **Rating:** 4.5/5.0 stars **Reviewed by:** Tito T. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 22, 2020 **What do you like best about Autotask?** It is almost complete software in its administrative and management functions, it basically meets all the primary digital needs that my company needs for an accessible development, it benefits me wonderfully with its well written reports, it makes rejection contracts very beneficial impossible to offer due to the financial characteristics of my corporation. **What do you dislike about Autotask?** It could facilitate the creation of email addresses to send tickets, in its interface there are many pop-up windows that cause annoyance to its users due to the excessive amount of advertising, on the other hand, its cost of defined use of the software is high . Please note that you do not have free trials for considerable periods of time as an option at a lower pay level. **Recommendations to others considering Autotask:** It is a recommended software for companies that need tickets, billing, reports, content creation and uniformity of parameters, its great abundance of options or tools, managerial and administrative, promoted in my organization a statistical order at a general level announcing that it is accessible anytime, anywhere. **What problems is Autotask solving and how is that benefiting you?** This software is a great tool to centralize budgets, data in relation to the client, it has helped me a lot in my company in different variables of its use, it drastically reduced the work that automatically replaces it, it has excellent data management, mobilization of information and textual foundations. ### 46. A Tool in Desperate Need of Upgrades **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** November 26, 2019 **What do you like best about Autotask?** What I like best about Autotask is that it offers a handy way to manage your service ticket lifecycle. **What do you dislike about Autotask?** What I dislike about Autotask is that it has fallen behind when it comes to features. The ticket features are a bit more restricted in comparison to other solutions. The API structure is limited versus other solutions and that can lead to a disadvantage when trying to be competitive. It's response engine leaves much to be desired which can lead to bad experiences. **Recommendations to others considering Autotask:** Take the time to really compare what works best. If you are looking for a baseline ITSM solution, this will be your bet, but it has a bit of a learning curve to it. If you are looking to automate or further move forward and can afford one of the other competing tools, then make that investment. Your processes will thank you. **What problems is Autotask solving and how is that benefiting you?** Autotask PSA is helping us stay organized when it comes to providing IT services to our clients. It has helped us maintain a standard level of communication. ### 47. Simple Ticketing System **Rating:** 3.5/5.0 stars **Reviewed by:** Jason S. | Director Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** October 08, 2019 **What do you like best about Autotask?** The billing is very straight forward and easy to use. The admin functionality is intuitive and straight forward. It is very easy for me to create queues, workflow rules, and ticket categories. It lets my organize my tickets and set them up in a way that is best for my techs to work them. Tickets are great for a place to put notes in to help with future issues. Tracking issues is easy. Great tool for techs to look at past issues to help solve current ones. The fact that it doubles as a CRM is also nice. The ability to have customers email in issues that auto creates tickets makes like easy in terms of less manually ticket creations. **What do you dislike about Autotask?** It is still a little clunky and not user friendly to novice users. Takes a little bit of time to get the hang easily move around the queues. Exporting data isn't the easiest at times. The cost is somewhat high. Getting help isn't the easiest at times. **What problems is Autotask solving and how is that benefiting you?** Giving my techs a platform to work off trouble tickets in an easy way. Having a CMR, ticketing system, and billing system all in one has saved time and costs. Very easy having everything in one place from a time perspective. ### 48. Autotask - Good product but definitely needs some polishing before you buy it **Rating:** 1.0/5.0 stars **Reviewed by:** Richard O. | Convergence Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2019 **What do you like best about Autotask?** That the system can be accessed from internal and external networks, including mobile devices. That it is easy to see which users have accessed the ticket and saved notes. That it is also easy to open multiple instances of the app so as to use two different functions simultaneously. **What do you dislike about Autotask?** 1. Tickets opened by user 1 do not alert user 2 that the ticket is already open, so when user 2 tries to save changes, but then User 1 saves more changes after, EVERYTHING user 2 saved is overwritten. This is a huge flaw that needs to be corrected. I have lost many pieces if info because someone already had the ticket open and I had no way to know. 2. That it is very difficult to change layouts and customize the interfaces to make them more efficient for highly organized employees. Example: The engineer receiving the service ticket has no need to see the extra 50 fields that the billing person might need to. So why not tailor the app to only show the engineer role the 10 fields they do need rather than them wasting time reading through 50 fields they never use. **Recommendations to others considering Autotask:** Consider the policy you need to implement to make users aware of the possibility that items then save could be lost when someone else has an item already open and you are not aware. The users will need to waste time having to check back later to make sure their changes are saved. **What problems is Autotask solving and how is that benefiting you?** The ability for the team to share a live view of the requests and have a common space to work in, has made us more efficient. However, the flaws mentioned in item 1 above also decrease good team collaboration as we trip all over each other. ### 49. Good for Billing. Not so great for CRM **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 13, 2019 **What do you like best about Autotask?** AutoTask can handle all the ticketing and billing we need. Very powerful and capable. Support is very good. **What do you dislike about Autotask?** The user interface is very clinky and non-intuitive. We had to find another group outside datto to help us set up ticketing workflows. We had a couple of discussions with datto support and they never figure out how to solve the issues we were facing. **Recommendations to others considering Autotask:** Using it for billing and contracts is the best. You'll need some help to set up workflows for the ticketing system **What problems is Autotask solving and how is that benefiting you?** Billing and ticketing. ### 50. Autotask Is A Must for MSPs **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 17, 2020 **What do you like best about Autotask?** Very powerful ERP system that integrates well with many other solutions. They are constantly making improvements and upgrades. They listen to their partners carefully. **What do you dislike about Autotask?** CRM and Accounting module are not great. Mobile app is worthless. **Recommendations to others considering Autotask:** Just do it. **What problems is Autotask solving and how is that benefiting you?** I spend my whole day in AT.. everything from manaing projects, tracking trouble tickets, communicating with customers. ## Autotask Discussions - [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 - [View Autotask pricing details and edition comparison](https://www.g2.com/products/autotask/reviews?page=10§ion=pricing&secure%5Bexpires_at%5D=2026-08-04+05%3A35%3A43+-0500&secure%5Bsession_id%5D=407280bb-eaa2-46f9-97b4-68d25109680a&secure%5Btoken%5D=008f9cf00317790eb152fa0ff082f4952fa3f68b37f99406cbf85e2a6a3219e7&format=llm_user) ## Autotask Integrations - [Accelo](https://www.g2.com/products/accelo/reviews) - [Adaxes](https://www.g2.com/products/adaxes/reviews) - [Addigy](https://www.g2.com/products/addigy/reviews) - 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[Zapier](https://www.g2.com/products/zapier/reviews) - [Zomentum Connect](https://www.g2.com/products/zomentum-connect/reviews) ## Autotask Features **Administration** - Change Management - Asset Management - Reports & Analytics **Customer Management** - Customer Profiles - Sales - Marketing - Client Portal **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Project Management** - Project Planning - Project Tracking - Resource Definition - Resource Management **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Accounting** - Revenue Recognition - Invoice Management - Payments - Project Accounting - Budget Tracking **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Portfolio Management** - Portfolio Definition - Portfolio Performance - Risk - Portfolio Mix **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Analytics** - Forecasting - Reporting - KPIs **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Administration** - Standard Integrations - Workflow - Access Management **Platform** - APIs - Internationalization - Performance and Reliability - Mobile - Offline Access **Generative AI** - AI Text Generation - AI Text Summarization **Artificial Intelligence - Professional Services Automation** - Predictive Forecasting - Smart task suggestions - Automated workflows **Agentic AI - Professional Services Automation** - Adaptive Learning - Proactive Assistance ## Top Autotask Alternatives - [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) - 4.0/5.0 (556 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,298 reviews) - [Atera](https://www.g2.com/products/atera/reviews) - 4.6/5.0 (1,223 reviews)