The Ultimate IT PSA Buyer's Guide
What every IT pro needs to know before buying a business management platform.
Autotask PSA
A Complete IT Business Management Platform, Designed to Drive Success for MSPs
Unify People, Process, and Data
One solution to run a managed services business
Service Desk
The Ticketing module is ITIL-aligned with built-in best practices to make sure MSPs hit their SLA targets
- The ticket user interface allows for effortless workflow prioritization and is fully configurable to fit unique business needs
- A single system of record for all customer notes, contracts, incidents and emails
- Simple and efficient scheduling with a drag and drop dispatcher workshop
- Customizable dashboards to keep MSPs focused on the metrics that matter to the business
Project Management
Manage projects so they come in on-time, on-budget, and on-spec. The new Task user interface completely overhauls the project management experience with new task categories, task timelines, checklists, and task insight widgets
- Automate project workflows to consistently hit targets with increased visibility around event tracking
- Access real-time data, connect everyone instantly with integrated email, and put the right resources on the right tasks
- Meet billing milestones, assess project profitability, and control factors impacting cost and efficiency
Account Management
Win new business and manage the existing customer base with a full 360 degree view of account information
- A single place to collaborate on opportunities, contracts, tickets, and tasks
- Track metrics in real time and analyze new opportunities and sales performance
- Consistently delight customers and keep and eye on client satisfaction metrics
- Continuously improve customer experience by offering client self-help tools in order to deliver great service and be a great advisor
Time & Billing
Meet commitments with detailed customer agreements and ensure all billable time and expenses are accounted for without dispute
- Manage a multitude of contract types, terms, and billing options to ensure compliance and service quality
- Reduce the billing process from hours to minutes
- Automatically apply time and expenses to any contract type
- Maximize resource with in-source and outsource tickets from vendor partners
- Integrate timesheets and expenses with an accounting system, then approve and post in one click
- Put an end to billing disputes with invoice detail that is customizable by customer
Inventory and Procurement
Autotask Inventory models the entire workflow from purchasing to installation at the customer site
- Set up and manage inventory in various locations
- Check availability and reserve or pick inventory items when creating a contract, project or ticket charge
- Generate and manage purchase orders and receive purchases into inventory
- Transfer inventory items between locations and to customers
- Manage swapping one Configuration Item for another
Resource Management
Manage security levels, time off, work groups, and dispatch calendar to keep everyone organized and on task
- Display all calendar items such as service calls, to-dos, and appointments
- Dispatch calendar allows MSPs to delegate work to the appropriate techs and manage resources
- Manage time off policies, establish and track weekly billable hours goals, manage workgroups, and track skills, degrees, and employee certificates.
Automation of Service Delivery
Set up event triggers that will automate an action, update data, or send a notifications with Autotask’s Workflow Rule Engine
- Automate the backend business process using workflow rules and notifications
- Automatically update an entity, take action, and notify customers
- Use Checklists in the ticket to prescribe steps, standardize processes, and enforce accountability
- Ensures techs are working on the right tasks at the right time so nothing falls through the cracks and everyone stays in the loop
Testimonials
Resources
Talk Nerdy to Me: Why MSPs Need a PSA
In this episode of Talk Nerdy to Me, Datto's Director of Product Management, Joe Rourke, discusses the benefits of PSA.
2018.2 is Continuing to Build on Ticket Configurability in Autotask PSA
Our overall strategy for Autotask PSA is focused on the user experience of the high-traffic areas of the product.