--- title: "Autotask PSA Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Autotask PSA the right IT Management solution for you? Explore 156 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/223239/Autotask-PSA/reviews/" page_type: "reviews" language: "en" publication_date: "2026-10-28" --- Autotask PSA 4.2 (156) [View alternatives](https://www.capterra.com/p/223239/Autotask-PSA/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated October 28th, 2026 # Reviews of Autotask PSA Ease of use 3.9 Customer Service 4.1 ## Pros and Cons in Reviews JJ Jacques J DirectorInformation Technology and Services, 2 - 10 employeesUsed the software for: More than 2 years. “Autotask PSA allows me to manage support tickets, company contracts, and client communication all within a single platform.“ September 9, 2025 DR Denuka R Operations ManagerInformation Technology and Services, 11 - 50 employeesUsed the software for: 6-12 months. “The UI feels dated in places, and some screens aren’t as intuitive as they could be, especially when you’re moving quickly between tickets or contracts.“ December 3, 2025 SJ Simon J Senior System EngineerInformation Technology and Services, 2 - 10 employeesUsed the software for: More than 2 years. “Autotask PSA streamlines service delivery with great ticket automation, solid reporting, and seamless billing.“ June 23, 2025 JJ Jacques J DirectorInformation Technology and Services, 2 - 10 employeesUsed the software for: More than 2 years. “In addition, the lack of native integration with Xero Online accounting is a missed opportunity, especially for businesses relying on that platform.“ September 9, 2025 DR Denuka R Operations ManagerInformation Technology and Services, 11 - 50 employeesUsed the software for: 6-12 months. “What I liked most about Autotask PSA is how well it integrates different parts of the business into one platform.“ December 3, 2025 DR Denuka R Operations ManagerInformation Technology and Services, 11 - 50 employeesUsed the software for: 6-12 months. “It works, but it doesn’t always feel smooth, and sometimes you spend more time trying to clean up the layout than actually handling the ticket itself.“ December 3, 2025 DR Denuka R Operations ManagerInformation Technology and Services, 11 - 50 employeesUsed the software for: 6-12 months. “My overall experience with Autotask PSA has been very good. Once everything was configured to suit the business, it really brought structure and clarity to day-to-day operations.“ December 3, 2025 Rick B FounderTelecommunications, 2 - 10 employeesUsed the software for: 1-2 years. “The product is seriously lacking in industry standard features. “ May 13, 2026 ## Showing most helpful reviews Showing 1-25 of 156 available reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Joshua R. Field Technician Used the software for: 5+ years ### "Autotask Integrations That Automatically Create Tickets and Speed Up Resolution" October 27, 2026 5.0 100 percent it has to be integration with other tools for ticket creation Pros I like the ability to integrate Autotask with our other tools so issues automatically create tickets, which helps us resolve them more quickly. Cons The mobile app is missing a few basic, easy-to-use functions, but I don’t use it very often. Review Source Rick B. Founder Used the software for: 1-3 years ### "We Found a Better Mousetrap" May 15, 2026 1.0 The product is seriously lacking in industry standard features. We moved on to a system that allows unlimited users for a reasonable fixed price, All users can upload deliverables. Pros We selected AT mostly for its potential to integrate with RMM. Good ticket management. Very specific user permissions. Cons High cost per user translated to low value for the money. NO FACILITY FOR DELIVERABLES. We need photos & completed forms for work orders. We came up with a system that uses Google Drive. We paid a 3rd party to create tickets from email. Review Source Denuka R. Operations Manager Used the software for: Less than 1 year ### "A Reliable and Well-Integrated PSA for MSPs" December 3, 2025 4.0 My overall experience with Autotask PSA has been very good. Once everything was configured to suit the business, it really brought structure and clarity to day-to-day operations. The way it ties tickets, billing, contracts, and reporting together in one place makes a noticeable difference in efficiency, and the dashboards give great visibility into workloads and performance. I found it reliable, flexible, and genuinely helpful in an MSP environment. While there are areas that could be modernised, the core product is strong, the integrations work well, and it definitely adds value when it’s used properly. Pros What I liked most about Autotask PSA is how well it integrates different parts of the business into one platform. The way tickets, contracts, time entries, and billing all link together makes day-to-day work far more organised and reduces repetitive admin. I also found the dashboards genuinely helpful, especially for monitoring workloads, SLAs, and profitability at a glance. It gave me clearer visibility across the help desk and projects, and the built-in automations for escalations and approvals made processes smoother. Overall, Autotask helped create more structure and accountability, and made it easier to keep track of what matters in an MSP environment. Cons What I liked least about Autotask PSA was mainly around the interface and how it handles emails. The UI feels dated in places, and some screens aren’t as intuitive as they could be, especially when you’re moving quickly between tickets or contracts. I also found the lack of proper HTML processing on email tickets a bit limiting, since formatting can get stripped or look messy when replies come in. It works, but it doesn’t always feel smooth, and sometimes you spend more time trying to clean up the layout than actually handling the ticket itself. Review Source DM Dave M. Support Engineer Used the software for: 1-3 years ### "Good product" December 3, 2025 4.0 It has been a learning curve for our very small shop. But we couldn't live without it now. It takes time to get used to. Pros Great search engine for finding previous issues to help find solutions for customers. The phone app is very handy. Cons Doesn't link well with the inventory of computers. Uses a different name or list multiple names. It can be a bit cumbersome to work through the many levels, but that just requires more training/experience. The invoice designer is not awesome. It is ok, but is limited. Review Source Brandon J. Remote NOC Engineer Used the software for: 3-5 years ### "Technician Friendly Ticketting system" November 27, 2025 4.0 Very straightforward with ticket progress Everything was in the place you would expect it to be. Didn't feel like I had to jump through hoops to document or create a new ticket. Pros Ease of creating tickets and flowing through the process. Ability to attach files and attach multiple contacts to the ticket Cons None that stood out. I have used several ticketing systems over the years and I found this one to be the most friendly. Review Source R Reviewer Help Desk Manager Used the software for: 3-5 years ### "AutoTask PSA | 4 Year Veteran " November 27, 2025 3.0 I used it for about 4 years with success. I think its pretty built out but there are some major features missing. Pros I liked how it was brightgauge and a PSA all wrapped into one. It helped us track metrics inside the system we were using without the need for any extra cost. Cons I did not like how there was not customer inventory or configurations. It feels way behind the times without the ability to track customers inventory or products. Review Source Graeme H. Owner Used the software for: Less than 1 year ### "Just starting out with Autotask " November 11, 2025 4.0 Just starting out it’s massive product or come to grips with and can be difficult for new hires to understand and learn. Pros One stop shop for business management. Cons Complicated to learn. Z Review Source Ravi B. CEO Used the software for: 3-5 years ### "Still a good product post acquisition " September 11, 2023 4.0 Autotask is great, billing processes and automation are top notch, it is a very mature platform. Pros We're able to leverage heavily ticket automation in autotask resulting in a very high revenue per technical employee. Feature rich, integration rich. Cons Reporting is so crappy it's barely usable, much of what we use is either basic dashboard level reporting (which is good) or built outside of autotask. Review Source Jacques J. Director Used the software for: 3-5 years ### "Autotask PSA – The Gold Standard for MSPs" September 10, 2025 5.0 Having used Autotask for over 8 years, I can confidently say it remains the leading PSA in the market. Its contract management functionality is unmatched and absolutely essential for MSPs handling multiple Microsoft 365 licences. It continues to be a cornerstone tool for driving efficiency and control in our business. Pros Autotask PSA allows me to manage support tickets, company contracts, and client communication all within a single platform. The seamless integration with RMM agents adds incredible value, and the ability to sync invoices and expense claims directly into QuickBooks Online streamlines financial processes. I also appreciate how customisable the platform is, especially when configuring ticket and company views to match our workflow Cons Email formatting remains a persistent issue — text, images, and hyperlinks often display incorrectly when tickets are created via email, which impacts clarity. In addition, the lack of native integration with Xero Online accounting is a missed opportunity, especially for businesses relying on that platform. Review Source R Reviewer CEO Used the software for: 3-5 years ### "Autotask PSA" September 10, 2025 4.0 We have been using it since 2017. We rely on its CRM, quoting, purchasing, ticketing, asset management, and reporting capabilities. Pros It's all-around business management system - it includes CRM, quoting, purchasing, ticketing, asset management, and reporting capabilities. Cons It needs a lot of improvements to ensure consistent U/I elements across all modules. Purchasing and asset management capabilities are outdated and haven't had much attention over the years. Cooper is VERY weak, hoping to see a lot of attention in here in the coming weeks and months. Right now, we have to use ChatGPT because Cooper doesn't cut the mustard. Review Source R Reviewer Managing Director Used the software for: 3-5 years ### "Great platform, always dependable." September 10, 2025 4.0 Excellent. I am a reseller and a consultant for PSA services and Autotask has always been my primary product. Pros User friendly, comprehensive and functional. Autotas PSA consistently delivers results by provides a fully featured platform for all aspects of an MSP business. Cons Not enough workflow conditions means that more creative solutions need to be identified and implemented. Review Source Randy G. AVP - Systems Administrator Used the software for: 1-3 years ### "A great PSA product with a steep learning curve and difficult setup. " May 20, 2025 4.0 The product works extremely well, and has reduced the time it takes to create and close tickets substantially. Additionally, it highlights issues and allows us to address them more quickly while also helping us track our work. Pros The product is feature rich, provides granular information and integrates with our Datto RMM product, making ticket creation and resolution much easier. Cons Without detailed knowledge into PSA products, I highly doubt you can set it up in a timely manner without the help of Kaseya support. Product setup is challenging even with premium support. Review Source Isabelle M. Business Operations Coordinator Used the software for: 3-5 years ### "One stop shop for your business " October 10, 2025 4.0 Pros We’ve been using Autotask for many years, and we really appreciate how it continues to evolve with new features. The Cooper CoPilot AI has been especially valuable, providing tools that help us summarize customer tickets, create clearer timesheets, and write stronger resolutions. These improvements make our time more meaningful and productive. With its constant enhancements, Autotask ensures we stay current and aligned with industry best practices. Cons It would be even more beneficial to have more frequent updates on the product roadmap so we can better align with our own planning. Additionally, if Cooper CoPilot AI could analyze all past tickets across customers, it would help us identify recurring issues, regardless of which customer is experiencing them. Review Source R Reviewer Service Delivery Manager Used the software for: 1-3 years ### "Auto task PSA of choice " September 10, 2025 4.0 A Good, reliable system. Feels like a solid platform that just works I’m enjoying the feature updates and investment in the product. Pros Configuration complexity, a lot of features that are helpful. Development is always ongoing and production updates are regular. Cons Can be a little clunky, it’s a big engine with multiple modules. Normalising a streamline process using auto task means a lot of possible configurations, so can be complex or sometimes not so easy. Review Source BP Brittany P. Desktop Support Technician Used the software for: 3-5 years ### "Autotask PSA is an Awesome Application!" February 26, 2025 5.0 I have used multiple PSA resources and this is by far my favorite. It's easy to navigate and teach to a new hirte/user. Adding Client and Contact details are a breeze and the integration with IT Glue is very helpful. Pros Autotask integrates seamlessly with all other resources my team uses. Cons I would say its appearance... But it just got an amazing face lift last week and now there are none! Review Source R Reviewer Director of Business Development Used the software for: 3-5 years ### "AutoTask Reviee" August 28, 2023 3.0 AutoTask gets the job done and I have used it for many years, but I’m sure better alternatives exist. Kaseya has thankfully taken over the product and they are making regular efforts to improve it. Pros It gets the job done and is a competent ticketing platform. Cons Convoluted design. Way too many menus. Not easy to navigate. Having to always put a ticket in edit mode for every little change is annoying. The product feature suggestion board is a waste of time. People have to vote on your suggestions before they’re considered. The system is not great. Review Source R Reviewer Service Engineer Used the software for: 3-5 years ### "Delivers what's needed, but hopefully you're not in a rush" January 5, 2023 4.0 Pros Autotask is highly customizable and very good for an MSP in terms of ticket management. Cons The speed of the ticket loading and some minor bugs with switching Incident type and editing ticket information at the same time keeps this software from really being great. If you're an MSP that routinely handles 30 > calls per tech per shift, you're probably going to be able to find a better ticketing system, or at least one that's a little more snappy for your technicians. Review Source Jamie G. IT Manager Used the software for: 3-5 years ### "A great tool if they fix some of the glitches" August 17, 2023 4.0 Overall it is really good tool and I can't see us moving from it in the near future Pros Very versatile tool has some great customisation options. Cons When the options aren't customisable at all it really does hinder you.The inventory system could be setup for multiple physical locations.No option for a 24 hour clock Review Source R Reviewer Senior Solutions Consultant Used the software for: 3-5 years ### "A decent ticketing tool but lagging behind the competition" October 11, 2023 5.0 Pros We have used Autotask PSA since before I joined the company in July 2015. We are well used to it. It's been fantastic for managing service desk requests and incidents. We've also extensively used the TaskFire option to allow customers to manage tickets natively. This ability to collaborate has been very valuable and lead to reduced wait times and ticket-ownership confusion. Cons We have been looking for other ticketing solutions to gauge the features we have. In every single tool we've found that they all mirror what Autotask can do. There's nothing special that sets Autotask apart. In fact we ended up using IT Glue for knowledge management and password management in 2017 because the inbuilt tools in Autotask were so bad. We're currently in the process of moving to ServiceNow. Review Source IH Ian H. Technical Manager Used the software for: 3-5 years ### "Autotask PSA Review" August 18, 2022 5.0 Very good, nice team, easy to talk to, does everything we need to and some more. Pros All in one facility/features bar exception of a RMM, but that is another product also provided and integrates so all good. Designed for our industry. Cons Cost, maybe some archaic features that could be better. Report feature needs a degree to understand, "everything extra" costs. Review Source R Reviewer Key Account Manager Used the software for: Less than 1 year ### "Super Easy to Setup & Use" September 8, 2022 3.0 Has been unique and plesent till now. Pros Easy to setup, Usage and best on MSP PSA Solutions and 99% uptime. Cons Need more features to be added. Also extend trial period will be useful Review Source Ivan D. Managing Partner Used the software for: 3-5 years ### "Our hub for delivery of Managed Services" January 17, 2023 5.0 Pros I really appreciate the level of customization that we can implement on tickets, assets and workflows. It allows us to reflect our specific needs on the app, and avoid mistakes. The interface is very pleasant as well, altough I am not a fan on the recent changes following Kaseya's purchase. Just not a fan of theyr color and fonts, and it lost a bit from the previous UX. Cons It can be complex to implement and overwhelming. In particular, there should be some help in order to ensure the basics can be setup in accordance to best practices without much effort. There is the risk of losing yourself customizating worflows and tickets with a lot of detail, to later realize a lot of changes are required to fix some incorrect first steps. Review Source MT Milkah T. Marketing Director Used the software for: 1-3 years ### "Autotask PSA Is an Insightful and Reliable Solution" April 4, 2024 5.0 Pros Autotask PSA has brilliant and easy to use features. The capabilities of Autotask PSA are excellent. Cons I do not dislike Autotask PSA at all. Autotask PSA has been the best. Review Source Markus S. Director of Technology & Partnerships Used the software for: 3-5 years ### "Autotask PSA has been a game-changer for our company. " September 19, 2022 5.0 Pros We love that we can go from prospect to invoicing in one solution. Cons That it can be too complex, need a "lite" version Review Source TP Tejas P. IT Manager Used the software for: 3-5 years ### "Autotask PSA Review after a use of more than 2+ years" August 9, 2023 5.0 Excellent Pros Autotask Feature set, Work Flow rules, Notification templates and its dynamic templates to useTicket flow, Problem Management, Contract Details,Azure AD integration feature to set the Contacts sync with Azure AD Cons Nothing at this moment to dislike about the product Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.