Autotask PSA

Autotask is the most scalable and detailed solution of all applications I have tried until now. Among all features I like best CRM, helpdesk, inventory management, easy RMM integration, Quickbooks integration. It works pretty well and support is really good. In my opinion, it is better oriented on bigger company.

Like all others applications this has its drawbacks. One of issues we had was related to workflows. There are a lot of steps to create, modify and close a ticket, especially for a smaller shop that has only a few techs with a lot of work at customer sites. There is also bad way to keep customer notes organized. We ended up stuck with a custom system that we built in-house. On the other hand, this is the best solution I have seen with so many modules already integrated. In addition when it doesn't work I have to delete the invoices in Autotask and reprocess them and try again to send to Quickbooks. Sometimes I think it’s better to make invoices in Quickbooks directly. I must make a complaint because of lack of clear documentation on project functionality. The cell phone app is very slow and I have to do many steps to update tickets. Price is reasonable for support you get. Keep on your mind one thing. If you are not satisfied with software you won’t be able to cancel the fee because the contract is on 2 years. It can be very unsuitable feature.

You should work on form your workflows around the system rather than adjusting the system to work with what you are already doing. Customer support is very quick in respond and professional skilled. Don’t hesitate to contact them if it is necessary. Despite all weak points in Autotask I’ve actually solved some business issues. From that reason I must recommend this solution as one of better on market.