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.

What I like best about Autotask is how comprehensive it is for managing an MSP operation. It brings ticketing, project management, contracts, billing, time tracking, and reporting into one platform. Once workflows are properly configured, it becomes a strong operational hub for managing technicians, customers, and service delivery efficiently. Review collected by and hosted on G2.com.

The platform can feel overwhelming at first because of how many features and configuration options it has. Some areas of the interface feel dated, and reporting customization can take time to fully learn and optimize. 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.

The way I have information centralised in one space and also I can check the status of devices with the integration with DatoRMM Review collected by and hosted on G2.com.

It’s hard at the beginning to understand and implement but once you get it it becomes the go to for everything Review collected by and hosted on G2.com.

The integration with other products in the kaseya range is really good Review collected by and hosted on G2.com.

More support for integration with other tools in their product portfolio 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.

Autotask is a solid platform for managing tickets, tracking time, and keeping projects organized all in one place. It does a good job tying together service desk, billing, and reporting, which makes day-to-day operations more efficient. The automation features help reduce repetitive work, and overall it provides good visibility into workloads and priorities. Review collected by and hosted on G2.com.

Autotask can feel clunky at times, especially when navigating between different modules, and the interface isn’t always the most intuitive for new users. Some actions take more clicks than they should, and reporting can be a bit rigid without extra customization. It can also run a little slow depending on what you’re doing, which can impact efficiency during busy periods. Review collected by and hosted on G2.com.

Autotask is a solid platform for managing tickets, tracking time, and keeping projects organized all in one place. It does a good job tying together service desk, billing, and reporting, which makes day-to-day operations more efficient. The automation features help reduce repetitive work, and overall it provides good visibility into workloads and priorities. Review collected by and hosted on G2.com.

Autotask can feel clunky at times, especially when navigating between different modules, and the interface isn’t always the most intuitive for new users. Some actions take more clicks than they should, and reporting can be a bit rigid without extra customization. It can also run a little slow depending on what you’re doing, which can impact efficiency during busy periods. Review collected by and hosted on G2.com.