Avis clients sur Autotask PSA

This is a multi use site. We manage multiple companies and it organizes it perfectly.

Sometimes it goes down during maintenance or a glitch, otherwise good

Ticketing with Autotask saving a lot of time and efforts, it facilitates the communication between all stakeholders including our clients, allows internal notes on the ticket controls what the client can see and what is not, adding user defined fields allows us to generate more meaningful reports related to our business and our needs.

Managing projects is very productive with Autotask, as I can create a project and add some phases, and for each phase I can add what ever required tasks with a very effective hierarchy, also it updates the phase's status automatically when all related tasks completed.

It has a very powerful dashboard to list all project's status and other very helpful statistics, also the recent feature saves a lot of time searching for the same issue or ticket I just opened from a while.

It is very reliable, bugs free, has no performance issues an with a very good and friendly UI.

Why there is no feature to generate Project management charts like, network diagrams, WBS, Gantt charts from the current open projects?

It is a mature product. Has many features.

Hard to use. Has made few improvements over the years. The RMM (owned by same company) integration is basic.

AEM makes it easy to monitor, set up scripts, or even connect to countless computers remotely. You can drill down to a computer on an individual level, or group entire office sites into resource monitoring or apply your custom written scripts to them, either one time or schedule a time for them to reoccur.
AEM really lets you apply the full capabilities of your knowledge to managing your computers. I've never felt held back by it.

Sometimes it feels like there's just too many levels, and it can take awhile to get where you need to be. Luckily the software is not slow to respond, but it's still a few layers to drill down to get to the computer you need.
There also is a bit of a learning curve compared to other similar management systems, however AEM does reward you for learning all its in's and out's with a vast array of customization features to manage the computers exactly how you want.

A very helpful tool for working into the online world and have a controll for all your transactions ith the clients no matters the place in the world they are. The UI is really nice, thouhg is not the most pretty, have the most frecuently tools in ne page and make the proces faster. I work with people allover the world and this app help us to integrate our work and make a more faster process

One of the most problematic issues that i see is in the securyty, is not real levels, everyone wit acces can do anything they want to, so you must have complety trust in the person you give acces, but in bussines fully trust is not enough. Also dislike the fact that they use te user computer time becouse i work with people in diferents time zones and that make some notes and tickets get to confuse

The user interface is information rich yet friendly and easy to navigate. It allows wide customization of the widgets and workflows can be setup to automate much of the process. This is a great tool for anyone providing support or managed services.

The email-to-ticket functionality is limited, and we ended up making our own development to integrate to AT. It is recommended for someone to champion the implementation from the user side, to assist with administration and understand all that there is to learn about Autotask.

All in one facility/features bar exception of a RMM, but that is another product also provided and integrates so all good.
Designed for our industry.

Cost, maybe some archaic features that could be better.
Report feature needs a degree to understand, "everything extra" costs.

It avails a very productive and professional dashboard, it organizes huge communications on tickets and projects very easy, it facilitates in-line scheduling for phases and related tasks very easy, it allows customize very productive reports and you can schedule when you need to receive these reports automatically.

We sometimes face problems with the integration with Autotasks APIs, as sometimes it works and sometimes not.

Feature rich.Good for documentation and tracking tickets and device details. The workflow system is good.Mostly flexible.

Not user friendly- takes time to learn.
API needs a lot of development - cannot merge using API, Attachment size limit that doesnt make sense at all?
Reporting section can be certainly improved. Allows only three IP's to the warehouse.

Central client management, which integrates well with dispatch and scheduling. Billing and contracts are also managed by Autotask. It's a central area to basically manage all of your clients, from their demographics and contact info, to their contract types, to time-entries for the techs and finally invoicing

It can be confusing to learn the system, since there is so much there. It's best to have certain employees focus on certain aspects of the service.

Autotask PSA allows us to handle much of our work from a single platform. Their extensive integration with vendors allows us to quickly link to items, such as asset details, directly from the service ticket. The integration with distributors helps with contract management, as purchased licenses with the vendor automatically get added to the service contract in Autotask.

The design feels dated and not as intuitive as other solutions we've tried and in spite of several new releases, the overall UI doesn't appear to be changing.

Had a wide variety of modules and a solid work flow engine. Made appropriate recommendations for additional and followup actions. Front end was a intuitive GUI .

Work flow engine made decisions that could not be easily reversed. Constantly opened asset tracking modules contrary to our data collection strategies. Unable to integrate material purchasing and reporting software hence autotask produced invoices that had to be exception ed out of inventory. Accounting software engine was based on quick books hence it was never able to integrate with the one write enterprise accounting software. Independent financial auditors were not willing to verify accuracy of the spread sheet nature of the accounting software. Our work around was to abandon the accounting module, AutoTask did not give a refund.

It is great for startup companies but not for companies that are growing and offers tools like big boy enterprise applications, and you can get up and running quickly.

I have been suggesting in the forums for years to have a way to remove in a simple and easy "select all" for graphics that are attached from the email parser and clutter up tickets, and no response. Recently I was in a webinar and pointedly asked about why this was not included in the update and crickets..... it is the little things that annoy folks over time, and having to scroll through every signature graphic and html goop and clean up ticket for easier use. The support staff for plugins like procurement and sales are also annoying...

I really like the templates for tickets and other automation that can be done with this system. I don't use this for any billing or project management anymore but have in the past. I was not impressed with either of those two feature sets but it has been about 2 years since I've used them.
The basic reports are good for getting a fundamental view of your ticket metrics

Inline image support should be extended. Should be easier to email out attachments from ticket notes. Email parser seems to have some intermittent problems where the email is not converted to a ticket.
Reporting capabilities need some serious overhaul - only the most basic reports/info are available.

This helpdesk has a lot of functions. With all the data teams enter in the working day this can help accounts departments with invoicing in bulk with time constraints.

For the end user there are a number of fields to input. For example in an MSP work environment, you need to enter the company before the individuals name. Having that requirement slows down input and confuses the customer.

The mobile app needs improvement. More investment on making this easy to use on mobiles and tablets is key to allowing engineers to work in the field.

This software has allowed us to centralize a number of system we used to have as separate systems, and also ties seamlessly into our existing ERP software. It's changed the way we handle our work flows, and project management, and made ticketing and billing simple.

The only down side I can really see that we had with the software was the learning curve. It was a little different to get used to at first, but not I'm not sure what we did without it.

The ability to customize the layouts, information shown, integrations with data sources were all great.

The interface was a bit outdated in some and the modules didn’t always fit the window (lots of scrolling).

The concept is sound and the fields are useful.

The windows are not laid out in an efficient manner.

We are a fast-growing IT Services Company, and implemented Autotask (thankfully) at the beginning of our growth. I attribute our ability to remain nimble and flexible primarily to Autotask. Autotask has helped us track our technicians' time, our sales process, and to remain ever mindful of our revenue and profitability.

Autotask is purpose-built for our industry, and it shows. I feel like the product was built with my business in mind, and many of the features just make sense.

The integration with Quickbooks has streamlined our bookkeeping and invoicing.

The integration with Kaseya has made our service delivery much more efficient.

The ticket tracking has enabled our team to collaborate on issues and tickets.

The dashboards has helped us manage the business effectively and efficiently.

Like any software platform, the implementation of Autotask requires flexibility and a willingness to rethink some business processes. This has all been for the positive with us, though, and in the end we are much better off for changing our processes to match Autotask's workflow when it makes sense.

The 'Favorites' folder on the software allows me to personalize my profile, making it much quicker to access my files in the field.

Autotask requires a password every time I turn on the app. It would be more convenient if I could just stay logged in.

I like how it ties to all of our platforms like quoteworks, kaseya, etc. You are able to track everything in an existing account so that the whole company is on the same page with a particular account. There is no reason that information should be missing.

You are not able to scan business cards and have them directly upload into a new account. This would save sales reps so much time on the administrative side.

Time management feature enables us to keep track of Engineers assigned tickets more accurately.
Integration with the Client's AutoTask makes Engineers work easy.
It is compatible with a couple of other PSA integrations.
The ticket search feature has more categories to drill down.

The report generation is a little slow sometimes.

ability to keep track and prioritize helpdesk tickets. many functions and options . fairly user friendly and very descriptive. love to use the dashboard to keep track of all my clients tickets

it can sometimes be a little to detailed and take awhile to create a simple ticket. short codes are complicated to create. autofill for somethings would help alot to cut down on time

When we were a smaller company it worked well. Once we grew past 15 users the software was difficult to configure to work with.

No good workflows/ways to configure ticketing.

TIcketing system easy for users to submit. As a user, easy to configure categories, and run reports against them. Ability for remote use as it is cloud based.

There were times that the system wasn't available or would get tickets up to 15 minutes after they were submitted, and this caused MSP SLA's to not be reached for 1st contact.