Autotask Pro has a large range of functionality over "Go!" a lot of the chargable extras are thrown in, and available APIs makes integration much easier for MSPs.
Manage and Track Customers
Track Installed Products & Assets
Microsoft Office Integration
Easy Process & Capture Customer Requests
Service Dashboard and Reporting
Create Proactive Maintenance plans
Workflow and Escalation
Automatic Notifications and Actions
White Labelling (extra cost)
Service Level Agreement (SLA) Management
Ticket Sharing (Outsource management)
Schedule Calls / Prevent conflicts
Statements of Work (SoW)
Manage Engineers from one central location
Project Management tools - plans, schedules, assignments
Manage IT Project portfolio
Track and Monitor Billable Time
Track non-billable time
Detailed expense reports
Flexible Contract and Billing Automation
Contract Management - Contract, Break Fix, Hourly
Fixed Price & Retainer Contract Management
Track & Bill Product subscriptions
Quickbooks Integration (costs extra)
Custom Ad-hoc reporting
Web Services API
Configurable with other Apps and Forms
Free Autotask support.
Please visit https://www.autotask.com/software/compare.htm for more details.
Clunky, pay for each component
Let's say I worked for 4 hours on a project and want to bill only 2. I have to create multiple time entries which wastes my time, makes the invoices longer and confusing. Some clients want the work split into different categories and summarized in the different categories; when entering time, I see all the categories for all the clients - not only the categories that are available to this specific contract; this wastes a lot of time during data entry as well as correcting mistakes. When entering some fields and you want to update a table, many times you have to close what you're doing, go through multiple windows, add the entry and then redo your data entry; can't just add information to the table. Their To-Do list is cumbersome to work with. Their invoicing has limitations. I've been working with their software for 3 years and am looking for a replacement.
Really great platform
Let me start by saying, no PSA is perfect, including Autotask and its primary competitor - ConnectWise. But, Autotask with its brand new interface, dashboards, and tons of new development and features being worked on really will change your business for the better.
Trap with contract
If this product will not work for your company, tough, you cannot cancel. They will ignore you if you try to cancel. After trying for 4 months, paying extra for their training, it became evident that their software would not work with my company. When I tried to cancel they ignored my request, and kept billing my credit card. When I pushed the issue, the made a poor attempt to help again with the implementation. Still they ignored my wish to cancel. When I stopped their ability to use my credit card, the kept billing for three more months, then they cancelled me. Now they are threatening collections. They do not stand behind their product. They just try to trap people with their contracts.
All about the sale. Implementation skills in Europe lacking.
I have today agreed with Autotask that our implementation has failed. They have kindly agreed to waive their cancellation charge. Despite the fact that the product has not managed to go live in the July to October timeframe and is clearly not fit for purpose in my business they have refused to refund me the money outlaid already so we will have to go legal on this matter.
They did make a last ditch effort in meeting with me and spending a day trying to tailor a solution but it was difficult to bend the product to meet our needs and no sooner had we agreed one lot of work rounds the next set of problems appeared and an old one we thought to have put to bed cropped up again. In the end they gave up and said that I was belligerent and insulting.
It was interesting to be invited to their Richmond office. The UK office is 95% sales people with a handful of clearly over-pressed support staff and implementation consultants. We were initially farmed out to a competitors services for implementation but declined this. I concur with earlier reviews the Support from both UK and US is indeed very slow and sometimes stumbles over one another. The references I took up did warn me this was the case but they had made it work for themselves.
The delivery approach is very much watch the Video's and read the notes, get on with it yourself and we will call you for a one hour slot next week. Unfortunately this means that if you cannot work out an issue yourself and need educated support from someone who has done this a dozen times there is only limited experience in their team to help you overcome the issue. I still don't see our model as particularly complicated but is clearly more sophisticated than Autotask are set up to handle.
**Beware standard implementation does not cover any of the reporting tools. Sage integration is via a third party so don't expect Autotask knocking on the door to help you with this.***
So, I have today drawn a line under 4 months effort wasted. I hope my story might help anyone in my position looking at Autotask to consider their options. Unless it fits you clearly and obviously and you have massive flexibility in your operation to change the way you work to fit the software then step away from Autotask.
I think it highly likely that the 5 star reviews on here are indeed from the numerous Autotask Sales types. They were indeed very good at sales. I followed a usually very successful diligence process and still got caught out.
Autotask reporting and support is terrible
The reports (even built in ones) report inaccurate information, making them untrustworthy and useless. They support is all but worthless, took me 6 months to get a built in report fixed, which they wanted to charge me for. I refused and now the one the built does not work. A simple report of invoices, ties the wrong company to an invoice, randomly. When you look up the invoice, it is correct, but the report will randomly assign it to another company. I have been using it for 2 years, and now have to find something else, because they can not provide the most basic report accurately. If you are considering Autotask...Keep looking.
Overall this is a great product. We use it mainly for ticketing. It will send invoices over to QuickBooks easily. The inventory module is a bit cumbersome.
Avoid these guys!
We had a very similar experience as others I have now found on several sites. I am supprised to see the positive reviews on this site, I see at least one of them is done by a AT employee. Be sure to look at reviews from other sites. The sales process touted several features, many of which never worked. The implementation staff was unresponsive we finally just gave up on the product. They claimed when we purchased they had added a feature to allow tickets to be submitted by e-mail, once implementation started they claimed that it really did not work “yet.” These guys are ridiculous! They never even managed to get us working! Not one live ticket was ever worked through their system! Avoid these guys, they are scammers.
NOTE: Chris Timm is now an employee of Autotask, this review was written whilst running his MSP business TCG.
Autotask is one of those really great products, that just works. I wrote a blog post about it a few months ago, which says it all.
Saved our Business
Our 3 person MSP switched from spreadsheets, sticky notes, and e-mails to Autotask two years ago. Prior to the switch we were dropping client requests, double and triple entering information, not communicating effectively, and flat out leaving money on the table.
The other reviewers have covered much of what I was going to say. Suffice it to say that we were going down in flames and needed help, badly. After evaluating TigerPaw, ConnectWise, CommitCRM, and Autotask, we chose Autotask Pro.
We went Pro right away even though Go! was for three users as we saw the advantages of the extra users. Two months later we added our 4th employee and were even happier to have Pro.
My admin has told me time and time again she will leave if we ever get rid of Autotask. She loves the ability to easily put tickets in, check ticket history, and quickly invoice clients and transfer to QuickBooks.
My techs like it because of how easy they can enter tickets, track time, look up resolutions in the Knowledge Base, and keep their service calls synced with their Exchange e-mail. The ability to use any web browser or mobile phone to work tickets is also a hit.
I love it because Autotask is cheap and makes us money. I can quote, manage a project, and see everything that's going on in my business from one program. The reports are critical to understanding where we are compared to where we need to be. I also like the fact that AT runs fine on very slow connections; my competitors have to pay for employee Internet upgrades so they can work for home - not me!
Since we have implemented Autotask our client communication has gotten much better, ticket resolution is faster and more accurate, and client satisfaction is way up. The seamless and beautiful integration with our Level Platforms RMM has been an important part of this increased efficiency. We actually converted two break/fix clients to Managed Services Clients when we rolled out the ticketing as they believed we were now "big time IT players."
As one reviewer said the sales part could be better. That is the only negative I can say about Autotask Pro. The seamless integration with QuoteWerks has resolved any issues we had there.
In short: Autotask Pro is awesome!!!! Every quarter there are new features rolled out, the service has never one down, and I don't have a server to patch, backup, support, and upgrade. Autotask is one bill that no one at VanGuard quibbles about.
Fantastic product, makes us much more money than before..
We switches from a manual system about 12 months ago and haven't turned back.
Even for a small house, our billing is nearly double some months due to us capturing all the billable time.
As with any system of this size, there are some downsides, but we haven't found anything that we haven't been able to work around at the moment.
We did try the sales module, but it wasn't great 6 months ago. They did purchase VAR Street but it isn't released in Australia as yet, so we still use a manual Excel based system and hoping this works.
A fast internet connection is a must with this product as it is hosted. If you are in a poor Internet area, you will have a slow experience (when we use it on 3G wireless Internet dongles it is a much slower experience).
Helped transform our business
We're a 44 employee managed service provider based in the UK, 3 years ago we purchase our RMM system which had a pretty poor ticketing system so we knew we needed to purchase a product to manage our calls , our staff and our business in general. We read about lots of different products but when we had a webinar of Autotask within 20 minutes we'd decided it was the tool for us.
Autotask has allowed us to:
Intergrate our RMM product
Manage our staff using dispatchers workshop more effectively
Track customer utilisation of resources allowing us to increase revenues
Without the product I don't think we would have been able to sustain the growth we have over the last 3 years, we were 10 people and now at 44 - I've got to say great product , well done Autotask
If you're an MSP, you need to use AT
FAR is a 14 staff MSP based out of Ottawa Canada. We've been using AT for about 5 years. No PSA product is perfect - but AT comes as close as you are going to get to perfection. The key element is their drive for continuous improvement. As a cloud-based product, the system is continuously being improved with updates and feature/functions that are driven by YOU - the customer. They have an active, loud, and technically savvy user community and a sounding board where you can quickly get answers from AT users and staff on your challenges not just with using the product, but even growing your MSP business. We are so in love with this product that we resell it to our customers to solve their business processing/automation needs. It is an awesome product. Don't waste your time with Connectwise and other wannabes - go for the gold standard - go for Autotask. And in case you're wondering, I did NOT get paid to write this ;).
Fantastic, a market leader!
Fantastic, a market leader!.. Intuitive and IT WORKS!
Being a support company and interfacing with MANY PSA tools we have a clear vision of setup and use for these tools.
User friendly interface, very highly functional, excellent support. For sure a solid investment for companies of any size.
We have 11 employees and selected AT for quicker startup and ease of use
We are mostly project centric infrastructure VAR and have about 20% MSP business. We had older version of TigerPaw deployed and use LPI for monitoring, QuickBooks Premier for accounting and QuoteWerks for quotes. We have a small internal Help Desk manned from 8am-5pm.
KEY DECISION CRITERIA FOR FULCRUM
I asked several companies for references and also asked people in our industry before deciding. I had 3 main decision factors for selecting our solution
Stable and easily maintained
Qucik system deployment (can't be a drain on revenue)
Interacts with other Fulcrum systems
We have been pleased with AT as I spent about 1 mo. prepping for the rollout and originally planned to only test 4 users. We had a high degree of success and went ahead and rolled out company after 2 weeks. I like that AT conducts upgrades and they are pretty seemless to us and can't remember having any issues, versus other cloud services. We mainly use for the ticketing, automating MSP billing and connectivity to LPI and QW. We do ticketing and batch import into QB for our billing process. We turn around invoices much quicker, though we have sales do a final approval of invoices in QB.
The sales functionality in AT I think is weak, but we used Goldmine in past so bar is high. I wish the opportunities function could pull sales quote and cost from QW to reduce entry (it currently just passes contact info between AT and QW). Many VARs use ConnectWise but I also feel there is lots of time spent on maintaining the system and "fixing" things. I do, however, believe that CW has more ability for customization and automation. One day we might change, but for today we don't have the time or desire to spend lots of time on our system. We also still need to invest the time on our end to understand and refine our processes before trying to automate in a system.
We just started working with Taskfire client facing solution. We like it so far but think pricing is still high considering our marketspace and selling against free solutions like Spiceworks. We might get better traction as we learn more about it's enhanced features, but several of our clients see SW as "good enough" for the price.
We like the AT dashboards and reporting, but are just learning more about its operations and organizational metrics. Hoping to get more automation for easier prep of our daily huddles.