Autotask PSA Review - Features, Pricing & Deals

Autotask PSA is a cloud-based Professional Services Automation platform that helps IT service providers and managed service providers handle their daily operations. It brings together essential business tools like service desk management, project tracking, and billing into one unified system.

The platform stands out for its ability to streamline workflows through automation. Users can set up triggers for routine tasks, manage customer tickets, and track project milestones without switching between different applications. It works seamlessly with over 250 industry tools, including Datto's own remote monitoring solutions.

Small teams will find the basic features helpful for ticket management and time tracking, while larger organizations can take advantage of more advanced options like custom reporting and resource planning. The mobile app lets teams stay connected through their iOS or Android devices, making it easier to respond to urgent issues on the go.

The pricing structure is flexible and based on team size and needed features. Companies can choose from Essential, Premium, or Ultimate plans, with costs typically starting around $50 per user monthly. However, exact pricing requires contacting the company directly for a custom quote.

Whether you're handling customer support tickets, tracking billable hours, or managing complex IT projects, the software aims to reduce manual work and keep everything organized in one place. It includes tools for accurate time capture, automated invoicing, and detailed financial reporting to help businesses make informed decisions.

• Powerful Service Desk: ITIL-aligned ticketing module with automated workflows that help technicians meet SLA targets and resolve issues quickly.
• Seamless RMM Integration: One-click workflows connecting Datto RMM and PSA, enabling faster technician responses and unified operational environments.
• Mobile Accessibility: Native iOS and Android apps allowing users to manage dashboards, track status, and receive alerts from anywhere.
• Advanced Project Management: Create project templates, track milestones, and optimize resource allocation with real-time team workload visibility.
• Comprehensive Time Tracking: Automatically capture billable time and generate accurate invoices to minimize revenue leakage.
• Financial Insights: Customizable dashboards and detailed reporting provide actionable intelligence for data-driven business decisions.
• Extensive Tool Integration: Open architecture supporting over 250 industry tools, enabling seamless connectivity and reducing operational silos.

• Essential Plan starts around $50 per user per month, suitable for small to mid-sized teams with basic service desk and ticket management features.
• Premium Plan includes advanced features like quoting, procurement, and workflow automation with pricing available through direct consultation.
• Ultimate Plan offers comprehensive features such as data warehouse and custom reporting, ideal for larger businesses with complex operational needs.
• Pricing is customized and flexible, based on number of users, selected features, and specific business requirements.
• Additional costs may apply for co-managed licenses, Kaseya Quote Manager, and custom integrations or workflow configurations.
• Businesses must contact Autotask directly to receive a precise, tailored pricing proposal matching their unique operational needs.

Autotask PSA stands out with its ITIL-aligned ticketing system and deep integration with Datto RMM. Unlike some competitors, it offers a cloud-based platform that doesn't require on-premise servers. The LiveMobile app gives it an edge for teams that work remotely. While it's not the cheapest option, users report that its automation features and reporting capabilities are more robust than many alternatives. The learning curve can be steeper than some competitors, but many MSPs find the extra functionality worth the effort.

Yes! Autotask PSA has an open architecture and API that supports integration with over 250 industry tools. It works seamlessly with Datto RMM (as you'd expect), but also connects with accounting software like QuickBooks, Microsoft services, and many popular MSP tools. You'll need to set up API users and proper security levels for each integration. Some users note that non-Datto tool integrations can require more setup work, but the platform is designed to help you create a unified operational environment.

Most MSPs can expect a 4-8 week implementation process, depending on your business complexity and how much data you're migrating. The initial setup includes configuration, data migration, and basic training. The bigger challenge is often optimizing workflows and getting your team fully comfortable with the system, which can take 3-6 months. Datto provides implementation specialists to guide you through the process, but it's smart to assign an internal champion to lead the transition and ongoing optimization efforts.

There's definitely a learning curve with Autotask PSA. New users often find the interface busy and navigation takes time to master. However, most technicians get comfortable with basic ticketing and time entry within a week or two. The more advanced features like custom workflows, report building, and contract management take longer to learn. Datto offers training resources including videos, documentation, and regular webinars. Many MSPs find it helpful to train team members in stages rather than trying to learn everything at once.

Autotask PSA provides robust reporting capabilities that help you track business performance. You get customizable dashboards with widgets showing real-time metrics like ticket status, SLA compliance, and technician utilization. The platform includes standard reports for service desk metrics, financial performance, and resource allocation. You can also build custom reports using the report writer tool. Reports can be scheduled and automatically emailed to team members or clients. The data helps identify bottlenecks, track profitability by client, and make informed business decisions.