Autotask PSA

Pros: Great search engine for finding previous issues to help find solutions for customers. The phone app is very handy.

Cons: Doesn't link well with the inventory of computers. Uses a different name or list multiple names. It can be a bit cumbersome to work through the many levels, but that just requires more training/experience. The invoice designer is not awesome. It is ok, but is limited.

Pros: I liked how it was brightgauge and a PSA all wrapped into one. It helped us track metrics inside the system we were using without the need for any extra cost.

Cons: I did not like how there was not customer inventory or configurations. It feels way behind the times without the ability to track customers inventory or products.

Pros: One stop shop for business management.

Cons: Complicated to learn. Z

Pros: We’ve been using Autotask for many years, and we really appreciate how it continues to evolve with new features. The Cooper CoPilot AI has been especially valuable, providing tools that help us summarize customer tickets, create clearer timesheets, and write stronger resolutions. These improvements make our time more meaningful and productive. With its constant enhancements, Autotask ensures we stay current and aligned with industry best practices.

Cons: It would be even more beneficial to have more frequent updates on the product roadmap so we can better align with our own planning. Additionally, if Cooper CoPilot AI could analyze all past tickets across customers, it would help us identify recurring issues, regardless of which customer is experiencing them.

Pros: Configuration complexity, a lot of features that are helpful. Development is always ongoing and production updates are regular.

Cons: Can be a little clunky, it’s a big engine with multiple modules. Normalising a streamline process using auto task means a lot of possible configurations, so can be complex or sometimes not so easy.

Pros: Ease of use in most modules. Easy to access data and features. Easy to upload and extract data. Easy to develop and generate reports.

Cons: The Project/ Tasks functionality feels constrained. I think that it's the UI. I'm used to using MS Project which is much more WYSIWYG.

Pros: Autotask PSA allows me to manage support tickets, company contracts, and client communication all within a single platform. The seamless integration with RMM agents adds incredible value, and the ability to sync invoices and expense claims directly into QuickBooks Online streamlines financial processes. I also appreciate how customisable the platform is, especially when configuring ticket and company views to match our workflow

Cons: Email formatting remains a persistent issue — text, images, and hyperlinks often display incorrectly when tickets are created via email, which impacts clarity. In addition, the lack of native integration with Xero Online accounting is a missed opportunity, especially for businesses relying on that platform.

Pros: User friendly, comprehensive and functional. Autotas PSA consistently delivers results by provides a fully featured platform for all aspects of an MSP business.

Cons: Not enough workflow conditions means that more creative solutions need to be identified and implemented.

Pros: It's all-around business management system - it includes CRM, quoting, purchasing, ticketing, asset management, and reporting capabilities.

Cons: It needs a lot of improvements to ensure consistent U/I elements across all modules. Purchasing and asset management capabilities are outdated and haven't had much attention over the years. Cooper is VERY weak, hoping to see a lot of attention in here in the coming weeks and months. Right now, we have to use ChatGPT because Cooper doesn't cut the mustard.

Pros: Great CRM, all we need for our technicians, nice overview, you can build almost anything. We are senior Autotask users and very happy to have bought in the past!

Cons: Before Kaseya acquired Autotask it was very slow at times and looked old, but that's part of the past. It's now a way better product!

Pros: How well it matched our ticketing process and improved capabilities. Been running AT since 2009-2010

Cons: Integrations and API capabilities are limited but are still being developed. Missing key project management APIs and Live Reports

Pros: Autotask PSA streamlines service delivery with great ticket automation, solid reporting, and seamless billing. Its integration with RMM tools and customizable workflows make it ideal for MSPs.

Cons: The interface can feel outdated and clunky, and some customizations require too many steps. Reporting, while powerful, has a learning curve.

Pros: Ease of creating tickets and flowing through the process. Ability to attach files and attach multiple contacts to the ticket

Cons: None that stood out. I have used several ticketing systems over the years and I found this one to be the most friendly.

Pros: Scalable, robust, and lots of built in integrations to streamline billing. Built in contracts and exclusions help track technician ticket times easier.

Cons: Time consuming to implement. All of the features can seem overwhelming at first. The onboarding fees are little on the expensive side, but that is typical Kaseya practices.

Pros: I like the updates for Autotask PSA very very much because it’s very amazing inAdmin and the updates and it automatics and controls

Cons: Admin and the updates and it automatics and controls administrator and the characters very very very very good

Pros: The product is feature rich, provides granular information and integrates with our Datto RMM product, making ticket creation and resolution much easier.

Cons: Without detailed knowledge into PSA products, I highly doubt you can set it up in a timely manner without the help of Kaseya support. Product setup is challenging even with premium support.

Pros: We have been using Autotask for years. Our business relies on the software every moment of everyday. The PSA has only gone down once or twice over years and it was resolved quickly when it did go down.

Cons: Updates, while getting new features is great, it has been our experience when Autotask pushes out new updates things break, could break workflow and/or widgets.

Pros: The ability to quickly and easily locate, update, create and work with service tickets.

Cons: It does a lot and can be a bit overwhelming to configure from an administrative standpoint.

Pros: Centralized location for time tracking and billing.

Cons: Expensive, support for only a limited set of browsers. Limited customization.

Pros: Autotask integrates seamlessly with all other resources my team uses.

Cons: I would say its appearance... But it just got an amazing face lift last week and now there are none!

Pros: The software is quite feature-rich with automation, and high levels of project management.

Cons: Creating timesheets are not particularly user friendly.

Pros: This is one of the best IT service management I have used so far, very easy to use.

Cons: Extremely easy to use, its navigation is simple and user interface is also easy to understand. You don't need any formal training to start using AUTOTASK

Pros: Includes several features Web version

Cons: Not intuitive Not ergonomic Not simple, complex and heavy on a daily basis Unclear display Smartphone app even worse than the web version Not user friendly etc, etc