PSA 2020.3 Release Enhances RMM Integration, Improves Tech Workflows

October 06, 2020

PSA 2020.3 Release Enhances RMM Integration, Improves Tech Workflows

By Adrian Luh

Autotask PSA is the backbone of many of our Partners’ businesses. It centralises business operations to provide valuable insights and enable data-driven decisions that guide and enhance service delivery. When paired with Datto RMM, Partners get a truly unified business management platform that elevates MSPs to higher levels of insight, productivity, and profitability.

The latest release to Autotask PSA brings a multitude of efficiency, intelligence, and usability updates that significantly improve technician workflows when unified with Datto RMM. Some key new features include:

Document Manager

IT professionals spend significant amounts of time locating information. Autotask PSA’s new Document Manager improves techs’ efficiency by providing quick and easy access to standardised documentation so they spend more time resolving issues instead of searching. It improves productivity by outlining processes/procedures per client, and enabling MSPs to quickly develop standard procedures, knowledge base articles, and support manuals that can be easily referenced.


Automated Ticket Tagging

The previous PSA release introduced the concept of Ticket Tagging, which allows users to classify tickets by adding "tags” and enabling them to search for similar problems and gain insight into how they had been previously resolved.  


Datto has built on this powerful capability to dramatically reduce the time it takes to resolve customer issues by automatically suggesting tags to quickly identify the problem, automatically assigning knowledge base articles for Datto BCDR alerts and adding a “Find a Solution” button for searching the knowledge base by tags so that the solution is just a single click away. Tickets generated from incoming emails or the Client Portal can also be automatically tagged.


Enhanced Datto RMM Integration with Real-Time Ticket Insights

Autotask PSA’s integration with Datto RMM has also been enhanced with powerful new capabilities that provide Techs with real-time device information, and actions to help them diagnose client issues and resolve them as effectively as possible. The new ticket insight provides the following benefits to users:

  • Review important real-time device information from RMM right inside the ticket. Rather than having to navigate to a separate page, Techs now have instant access to key real-time device metrics to help diagnose issues and decide what action to take.
  • Access to the tools they need, when they need them. Technicians have instant access to key device actions at their fingertips. New action menus intelligently present actions depending on availability, with no need for additional navigation outside of the ticket to take effective action.
  • Seamless integration across Datto solutions. Backing up critical devices with Datto Continuity? Review key BCDR status information right inside the ticket insight and take important actions such as initialising a restore without leaving the ticket.
  • RMM is just a click away. With the benefit of single sign-on (SSO), technicians have instant access to a breadth of additional device information and tools to get the job done.

Datto strives to bring forth intelligent business management solutions that provide instant understanding of issues, prioritise work and automate the resolution process so MSPs can focus on growing their business. Autotask PSA is updated on a quarterly basis. Updates are designed to improve efficiency, platform intelligence, and user experience so our Partners can resolve client issues more quickly, improve customer satisfaction, and grow their business.

To learn more about how Autotask PSA fits into your business, schedule a demo.

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