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Autotask Review

Autotask
Our score: 7.9 User satisfaction: 96%

What is Autotask?

Autotask is a comprehensive technology platform that runs your critical business functions, including: expense management, service desk, project management, CRM, and time & billing. It is designed for technology solution providers with multiple clients using extensive network infrastructures. The IT business management solution features remote monitoring and management—it can be an add-on or integrated—in a secure and encrypted environment across devices, domains, and networks. It allows you to view all your IT assets and set system-wide monitoring policies, such as, auto-response, auto-resolution, email alerts, and dashboard lookup. Its RMM also has an audit-trail and ticketing and easy-to-read reports.

As a service desk, Autotask is ITIL-compliant and features SLA management and allows you to keep customer notes, contracts, emails, and incidents in a single location to help you settle disputes or issues faster and more accurately. Likewise, Autotask helps you to manage different SLA levels and monitor each agreements’ details with automated alerts, work flows, and escalation paths. Its SLA module integrates with accounting for faster billing. To keep you on top of high-priority SLA issues, the solution delivers real-time updates and alerts.

Autotask also features a built-in project management module to keep your service delivery on time, within budget, and measurable down to your targets. You can measure a project’s profitability with increased visibility of cost-efficiency, and collaborate with the right people for the right tasks while generating real-time data.

Moreover, its CRM module lets you and your team see SLAs, tasks, to-dos, tickets, and more in one location so it’s easier to analyze metrics that impact most on your customer service or identify leads. A self-help portal also lets you provide support all the time. Lastly, the Time & Billing module captures all incidents, which allows you to apply time and expenses. You can also create detailed invoice with customizable data that can help you to settle disputes.

For a seamless performance, Autotask integrates with best-of-breed software for a wide array of business processes and productivity solutions.

Overview of Autotask Benefits

Service Desk

  • Scheduling is made simple with drag-and-drop dispatcher workshop
  • Customize dashboards based on the metrics that matter to you
  • Keep customer notes, contracts, incidents, emails in one place

SLA

  • Manage multiple SLAs even at varying levels
  • Cut down billing processing time from hours to minutes by integrating SLA module with accounting
  • Keep tab of different SLA details with auto-alerts, work flows, and escalation paths
  • Manage customer expectations with automated work flows
  • Real-time updates and alerts inform you what is due or high priority

RMM

  • Monitor all types of devices 24/7
  • Deliver immediate personal-level support with audit trail and ticketing
  • Keep your remote communications safe and secure with encryption
  • Monitor SLA service delivery with built-in dashboards

Project Management

  • Meet billing milestones by keeping a close tab on your service deliveries
  • Measure project profitability and control cost vs. efficiency with accurate data
  • Consistently track events in your project work flows
  • Connect the right people with the right tasks and generate real-time data

CRM

  • Everyone can see all opportunities, contracts, tickets, tasks, and to-dos in one location
  • Monitor and analyze sales performance and leads
  • Identify and improve the metrics that impact most on your customer service
  • Offer self-help tools for round-the-clock help desk

Time & Billing

  • Auto-apply time and expenses to any contract type
  • In-source or outsource tickets from your vendor partners
  • Integrate timesheets with your accounting with one-click approval and posting
  • Customize invoice per customer type

Overview of Autotask Features

  • Time & Expense tracking
  • Invoicing
  • Job costing
  • Calendar management
  • Client database
  • Service desk
  • Self-service client portal
  • Collaboration tools
  • Project management tools
  • CRM features
  • IT solution
  • Proposal generation
  • Quote generation
  • Remote and resource management

What Problems Will Autotask Solve?

Run your operations more efficiently

Its integration with accounting solutions lets you process billing in minutes than previously in hours. Meanwhile, the collaboration tools allow you and your team to track tickets on real time and work together, if need be, to resolve issues using the fastest route. The time tracking tool, on the other hand, helps you to track your field staff’s time like technicians and salespeople, which helps you to maintain efficiency based on your targets.

Improve customer satisfaction rating

The RMM features means you can provide service immediately; travel time and device type is inconsequential. You also keep tab of different SLAs even in varying levels by setting auto-alerts and defining escalation paths to fix issues before they get complicated. Likewise, you can use audit-trail and ticketing to provide a one-to-one service with full comprehension of each customer’s specific issues. Autotask’s self-help portal also means your clients can always find solutions online even while you’re offline or during off-work hours.

Keep your revenues at 80/20 perspective

By delineating billing milestones, you can closely monitor your services and charge appropriately once a line is crossed. You can also measure a project’s profitability, or lack thereof, using the solution’s project management tools. This means you can focus on projects that give you the best income stream.

Autotask Position In Our Categories

Since businesses have distinct business requirements, it is practical they steer clear of selecting a one-size-fits-all, “perfect” software solution. At any rate, it would be almost impossible to try to pinpoint such a software product even among widely used software solutions. The practicable step to undertake is to tabulate the varied critical aspects that demand deliberation including major features, price terms, technical skill aptitude of staff members, company size, etc. The second step is, you must conduct your research through and through. Have a look at these Autotask analyses and explore the other software systems in your list more closely. Such comprehensive product research ascertains you stay away from poorly fit software solutions and pay for the system that provides all the function you require business requires.

Position of Autotask in our main categories:

TOP 500

Autotask is one of the top 500 Project Management Software products

Autotask is also listed in the following subcategories:

Since each enterprise has specific business requirements, it is sensible for them to abstain from searching for a one-size-fits-all faultless software solution. Needless to say, it would be pointless to try to find such a system even among widely used software applications. The intelligent thing to do would be to jot down the various essential factors that require consideration such as main features, finances, skill levels of workers, company size etc. Then, you should do your groundwork thoroughly. Read some Autotask Project Management Software reviews and investigate each of the other systems in your shortlist in detail. Such comprehensive homework can make sure you reject ill-fitting systems and select the solution that presents all the aspects you need for business success.

How Much Does Autotask Cost?

Autotask Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Autotask is available by quote only. Please contact the vendor directly for pricing details.

User Satisfaction

Positive Social Media Mentions 213
Negative Social Media Mentions 8

We realize that when you make a decision to buy Project Management Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Autotask reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Autotask. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac

Deployment

Language Support

  • English

Pricing Model

  • Quote-based

Customer Types

  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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Autotask Comparisons

Autotask user reviews

Autotask is a full featured PSA and CRM which manages your clientbase effectively

Read full review >
Dan Gospe
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 21.05.2018 Company Size: 1-10 Employees Industry: Computer & Network Security

Wonderful service, Amazing product

Read full review >
Anonymous Reviewer
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 06.12.2017 Company Size: 11-50 Employees Industry: Information Technology and Services

What are Autotask pricing details?

Autotask Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

Autotask is available by quote only. Please contact the vendor directly for pricing details.

What integrations are available for Autotask?

Autotask integrates with “best of breed” business applications including: accounting, network security, CRM, mobile, and email services.

  • 6fusion
  • Agility
  • Anchor
  • Athesys
  • Bomgar
  • BrightGauge
  • BVoIP
  • Client Heartbeat
  • CloudMGR
  • CNet ChannelOnline
  • datto
  • DeskDirector
  • ECI e-automate
  • eFolder
  • ExchangeDefender
  • FreshBooks
  • GFI Max
  • IBM
  • IDSync
  • iSell
  • Kaseya
  • LabTech
  • LogicMonitor
  • MailProtector
  • Microsoft
  • Microsoft Dynamics
  • OpenDNS
  • Panorama9
  • QuickBooks
  • Werks
  • StorageCraft
  • TrendMicro
  • Xero

Autotask average rating:

Average score
4.8/5 (2 user reviews)
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Dan Gospe

PROS: Autotask PSA integrates well into our RMM tool and QuickBooks. It allows our techs to easily put in their time entries for accurate billing. Also, the contract creation is pretty powerful, in that you can exclude and include certain work types, and even set rates on an individual or global basis. Reports are very powerful as well.

CONS: The report export doesn't look nice, and you always have to tinker with Excel to get it to look decent. Also, it's difficult to know when contracts are expiring. There used to be a notification that would come up, but it no longer does, so you have to check the central dashboard for expirations which isn't a big deal as long as you remember to do it every month.

Reviewed 2 years ago

Read full review >

The least favorable review

Anonymous Reviewer

PROS: It allows for better prioritization and delegation of needed services within our network.

CONS: I cant think of one

Reviewed 2 years ago

Read full review >

More reviews from 2 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Autotask is a full featured PSA and CRM which manages your clientbase effectively

Read full review >
Dan Gospe
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 21.05.2018 Company Size: 1-10 Employees Industry: Computer & Network Security

PROS: Autotask PSA integrates well into our RMM tool and QuickBooks. It allows our techs to easily put in their time entries for accurate billing. Also, the contract creation is pretty powerful, in that you can exclude and include certain work types, and even set rates on an individual or global basis. Reports are very powerful as well.

CONS: The report export doesn't look nice, and you always have to tinker with Excel to get it to look decent. Also, it's difficult to know when contracts are expiring. There used to be a notification that would come up, but it no longer does, so you have to check the central dashboard for expirations which isn't a big deal as long as you remember to do it every month.

What do you think about this review? Great Poor

Wonderful service, Amazing product

Read full review >
Anonymous Reviewer
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 06.12.2017 Company Size: 11-50 Employees Industry: Information Technology and Services

PROS: It allows for better prioritization and delegation of needed services within our network.

CONS: I cant think of one

What do you think about this review? Great Poor
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Reviewed By Louie Andre
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