Autotask PSA

Plateforme logicielle de gestion informatique

Note globale

4,3 /5
(111)
Rapport qualité-prix
3,9/5
Fonctionnalités
4,2/5
Simplicité d'utilisation
3,9/5
Support client
4,1/5

83%
des utilisateurs recommandent cette application
Classer par

111 avis

Sarah
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

AutoTask is Absolutely Wonderful Product

Publié le 06/12/2018

You can keep track of open, closed tickets. You can set different categories for your tickets with different priories and urgency. It lets you search by company name, contact or even ticket number. Within the tickets themselves you can create ticket, templates, link computers by name, categories by different issues, hardware, software etc, also the notes section and add attachments is great. I love this site

Avantages

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

Inconvénients

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

Hesham Gomaa Elmasry
Note globale
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Very effective ticketing and project management tool

Publié le 10/08/2018

Avantages

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.

Inconvénients

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

Utilisateur vérifié
Note globale
  • Secteur d'activité : Informatique et sécurité réseau
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 5.0 /10

Just OK

Publié le 23/05/2022

As a MSP you need to have one. The client facing ticket portal is unusable. The KB section makes it hard to add images.

Avantages

It is a mature product. Has many features.

Inconvénients

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

Alternatives envisagées 

ConnectWise Automate

Pourquoi passer à Autotask PSA

Not many choices at the time.
Tyler
Note globale
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

It isn't the prettiest or sleekest looking, but AEM provides a deep toolkit for the IT...

Publié le 09/01/2018

AEM makes it easy to organize multiple off-site locations and set up hardware monitoring, apply a scheduled server restart for patches, and the ability to quickly and easily apply scripts to remote computers without ever logging onto them.

Avantages

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.

Inconvénients

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.

Jahiezer
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

All you need to make a tickets in one page

Publié le 27/06/2018

Avantages

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

Inconvénients

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

Tarun
Note globale
  • Secteur d'activité : Services d'information
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Quality platform for the Support Ticket lifecycle.

Publié le 26/05/2019

Avantages

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.

Inconvénients

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.

Ian
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Autotask PSA Review

Publié le 12/08/2022

Very good, nice team, easy to talk to, does everything we need to and some more.

Avantages

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.

Inconvénients

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

Hesham Gomaa Elmasry
Note globale
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Very easy project scheduler app

Publié le 04/07/2019

Very productive project management app especially, the scheduling and the reporting part

Avantages

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.

Inconvénients

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

Tharini
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Good PSA but the API requires major developments and functionality enhancements

Publié le 02/08/2019

Overall a good PSA however needs major improvements to the API because right now it feels like they made it just to show off they have an API because it has so many limitations.

Avantages

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

Inconvénients

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.

Dan
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Autotask PSA / CRM is a very feature-rich product

Publié le 21/06/2018

Avantages

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

Inconvénients

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.

Utilisateur vérifié
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Solid solution with lots of integrations

Publié le 15/07/2021

Overall Autotask has been a solid solution for our MSP. As we grow, we continually discover features within the PSA that we didn't know we had and/or needed. This has helped keep our costs down since we don't have to add additional toolsets from other vendors.

Avantages

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.

Inconvénients

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.

Utilisateur vérifié
Note globale
  • Secteur d'activité : Vente au détail
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Used this program for two years as the department service management system. I was named a...

Publié le 12/06/2018

Was able to fill the service management needs of a large field service division.

Avantages

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 .

Inconvénients

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.

Derek
Note globale
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client

I have been working with ATP for 10+ years now

Publié le 15/09/2017

Avantages

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.

Inconvénients

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...

Jonathan
Note globale
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 6.0 /10

Great overall system

Publié le 10/11/2017

Avantages

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

Inconvénients

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.

Baldeep
Note globale
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client

Powerful Helpdesk

Publié le 19/04/2018

Avantages

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.

Inconvénients

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.

Josh
Note globale
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client

Autotask make managing our IT department a piece of cake.

Publié le 08/08/2017

Avantages

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.

Inconvénients

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.

Rebecca
Note globale
  • Secteur d'activité : Télécommunications
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé Autre pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Great function

Publié le 26/09/2019

It was used as CRM for all departments as well as use for PM and Support cases. Overall great experience!

Avantages

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

Inconvénients

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

Richard
Note globale
  • Secteur d'activité : Produits alimentaires
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Probabilité de recommander le produit 0.0 /10

Poorly implemented

Publié le 06/01/2021

The program is primitive, poorly laid out and definitely not user friendly. The latest upgrade as far as I can tell was a step backwards for efficiency.
I am not sure who codes this program but they have never set foot in a working environment and for something to be useful that is an experience that is a must.

Avantages

The concept is sound and the fields are useful.

Inconvénients

The windows are not laid out in an efficient manner.

Travis
Note globale
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Support client

Autotask Has Revolutionized the Way We Operate

Publié le 22/01/2010

I HIGHLY recommend Autotask as a platform on which to run an IT Services Company or Managed Services Provider business. It has revolutionized the way we operate, and I simply can't imagine being profitable and efficient without it.

Avantages

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.

Inconvénients

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.

Andrew
Note globale
  • Secteur d'activité : Construction
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Can Pull Up Drawings on any Device

Publié le 19/03/2019

If I ever need to pull up a drawing in the field, I can use Autotask to pull it up on my phone or tablet.

Avantages

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

Inconvénients

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

Utilisateur vérifié
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Autotask Review

Publié le 09/08/2018

This is collaboration at it's finest.

Avantages

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.

Inconvénients

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.

Mahesh
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 7.0 /10

User friendly PSA

Publié le 01/12/2020

It is quite a handy PSA to use and our 24/7 Tech teams are using it.

Avantages

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.

Inconvénients

The report generation is a little slow sometimes.

Lauren
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 7.0 /10

great for prioritizing helpdesk tasks

Publié le 10/04/2018

management of helpdesk and setting priorities

Avantages

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

Inconvénients

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

Carl
Note globale
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Probabilité de recommander le produit 5.0 /10

Autotask is good for smaller organizations

Publié le 18/11/2022

Avantages

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

Inconvénients

No good workflows/ways to configure ticketing.

Sam
Note globale
  • Secteur d'activité : Services financiers
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Awesome Helpdesk app

Publié le 30/08/2019

Great tool for tickets and helpdesk, but need to have better support. There were things that could have been resolved if support payed attention to the issues presented.

Avantages

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.

Inconvénients

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.