455 Autotask Reviews
AutoTask is perfect for any help desk. From the ease of use to the communication that it proves, as well as the end user being able to see their current and old tickets. Being able to keep track of how much time was spent on a ticket and see where your time is spend. AutoTask is great for seeing what is being on on a daily basis as well as seeing that you have coming up. Review collected by and hosted on G2.com.
Using the search feature, you have to select want you are searching on, not just searching across everything Review collected by and hosted on G2.com.
The workflows and the widgets. By using the workflow I can automate simpel things like changing the queue or sending updates to my customers when they don't respond to an information request send by our customer support.
With the integration with our existing software (from Kaseya or others), its just simple the implement it across our organization. Review collected by and hosted on G2.com.
Sometimes the widgets and other parts of Autotask don't react timely. That can be a bother when you just quickly want to do something. This is not all the time, but it does happen sometimes. Review collected by and hosted on G2.com.
On the surface level, Autotask is simple to get into using and deploy throughout the company. This is great for on-boarding new employees or new users. There is also a deeper level of customization, reports, and integrations to other applications built-in to the system once your organization is comfortable with using the software!
I also appreciate the error messages are clear in describing what the issue is, and how it can be resolved (in my experience it is usually user-related and not to do with the software). Thanks! Review collected by and hosted on G2.com.
This can be a good or a bad thing, but in my opinion I do not like sometimes Autotask makes drastic changes to the GUI. This can make it difficult to find things that you have been used to using for a long time. Review collected by and hosted on G2.com.
Datto Autotask is a cloud Professional Services Automation (PSA) platform. It integrates activity like ticketing, billing, project management and CRM into a single platform, maximizing efficiency and reducing tool sprawl. Its automation features streamline repetitive tasks, and real-time reporting and dashboards facilitate data-driven decision-making. The platform integrates effortlessly with other products, offers accurate time tracking and billing, and facilitates remote work through its cloud-based accessibility. Also, it is simple to scale with business growth and the RMM extension is a powerful tool for end-user support. Review collected by and hosted on G2.com.
The Autotask interface is somewhat outdated and less intuitive than more modern platforms, which means that it might lead to the requirement for a steeper learning curve on the part of first-time users. There are customization options, but these can be made complicated and technical at times to use correctly. Additionally, the reporting functionalities, while strong, are not always user-friendly and may require extra work to gain the desired insights. Integration with non-Datto solutions may be difficult. Lastly, the price model is quite high, relative to other available PSA software. Review collected by and hosted on G2.com.
It helps keep client information organized in a manner suitable to small IT consulting firms. Review collected by and hosted on G2.com.
This is a PERSONAL preference; this speaks to MY experience, and relates not at ALL to the quality of the product. It's got a LOT of stuff going on. They tie in to SO many other things that it's often overwhelming. I can see why a bigger business would need it, but for a small shop like mine it seems like too much. I use basic PSA functions, and I buy Datto's backup. I liked the company much more when it was a small business and not acquired twice since it was an independent. Again, it's a very good product, and I probably don't know half of what it can do, but I have seen that implementing features that FOR ME are rather advanced and overly sophisticated would not save time. It's expensive for what I use it for, but AGAIN, that's on me. Review collected by and hosted on G2.com.
Unified Platform: It combines ticketing, project management, billing, CRM, and reporting in one place—reducing the need for multiple tools.
Automation: Automates workflows, ticket routing, and billing, which saves time and reduces manual errors.
Real-Time Dashboards: Offers customizable dashboards and reports that give clear visibility into business performance.
Strong Integration: Works well with other tools like Datto RMM, Microsoft 365, and QuickBooks, making it easy to sync data across platforms.
Mobile Access: The mobile app allows technicians to manage tickets and log time on the go. Review collected by and hosted on G2.com.
Steep Learning Curve: The interface can be complex for new users, requiring time and training to master.
Customization Limitations: Some users feel limited in how much they can customize workflows, forms, or reports without advanced knowledge.
Performance Issues: Occasionally, users report slow load times or lag, especially with large datasets or during peak usage. Review collected by and hosted on G2.com.
#1 is the support, you can actually get support the same day! Review collected by and hosted on G2.com.
There are some features that don't work the way that you would expect them too, for example the inventory is not really and intelligent inventory, meaning you can put the same part # in a thousand times and AutoTask isn't smart enough to say hey that part # is already in your system. Review collected by and hosted on G2.com.
I compared SEVERAL CRM solutions 8 years ago. Autotask was the only sophisticated solution to help our multi directional billings, via configuration items. I am very happy to continue being a super user to my company with Autotask as my foundation. Love the custom report tool, and the wide range of benefits to capture our activity with the customer. Review collected by and hosted on G2.com.
I dislike that the 2 factor authentication is only compatible via Authentication App. Need to allow for text or email too. Review collected by and hosted on G2.com.
Datto Autotask is a solid tool for managing IT services. It helps teams track tickets, organize projects, and keep customers happy. The interface is clean, and it's easy to follow tasks from start to finish. It also connects well with other tools like Datto RMM, which makes managing systems smoother. Sometimes it takes a bit to load, but overall it’s a reliable platform that keeps everything in one place Review collected by and hosted on G2.com.
The mobile app could also be more user-friendly for quick on-the-go updates. That said, these are small trade-offs for a platform that does a great job of keeping everything organized and helping our team stay on top of tasks. Review collected by and hosted on G2.com.
the integrations to other software my clients use. I use it every day. I have not had to use customer support very often. It does seem to have a lot of features. Once you get used to using it, it ends up being very eay. Review collected by and hosted on G2.com.
Not sure. I can't think of one thing. Web app used to be garbage but it's great now. It's not very easy to implement. Review collected by and hosted on G2.com.
