AI technology has touched every industry in the world. However, few industries have been affected as much as the IT industry. It is one of the reasons that the market for AI is worth $184 billion.
There are a lot of great AI tools that have disrupted the IT profession in recent years. We have talked about the use of AI in software development, but there are a lot of other areas in IT it can help. Some of the biggest focus on helping MSPs.
Managed service providers (MSPs) looking to streamline their operations will benefit from a comprehensive professional services automation (PSA) tool like Autotask or ConnectWise PSA. We have talked about how the cloud affects MSPs, but there are a lot of ways that AI has helped as well. Autotask and Connectwise are two tools that use AI to offer better MSP services. Understanding the main differences between Autotask vs ConnectWise will put you in good stead to choose the right solution for your business.
Autotask and ConnectWise offer different features that may fit better with certain MSPs’ business model, industry, or budget. Whether you’re a small, growing, or established MSP, comparing the two options will help you make an informed decision about the PSA platform that aligns most closely with your business needs.
Autotask and ConnectWise: An Overview
Autotask and ConnectWise are both well-established in the IT service management industry. Autotask is owned by Datto and ConnectWise is a software company in and of itself with several solutions including ConnectWise PSA (formerly ConnectWise Manage). These solutions’ status as two of the leading PSAs is a testament to their reliability, value for money, and the range of solutions they offer companies that provide IT services.
Both Autotask and ConnectWise PSA are cloud-based. Cloud-based solutions are becoming an important part of running a successful business, with 48% of U.S. businesses already using industry clouds and another 20% planning to use one in the next 12 months. Either PSA tool is ideal for MSPs that use other cloud-based software solutions.
Autotask (AKA Autotask Pro) is specifically designed as a PSA software solution to help MSPs optimize their business processes. It offers several different functions including project management, time tracking, billing, and customer relationship management (CRM).
ConnectWise offers a number of software and service desk solutions. ConnectWise PSA is specifically a PSA solution. ConnectWise PSA’s software features include project management, time tracking, and invoicing. ConnectWise also provides additional products that integrate with their PSA, offering a wider ecosystem for MSPs.
Key Differences between Autotask and ConnectWise Explained
While Autotask and ConnectWise PSA overlap in several aspects, their core services differ slightly in terms of specifics and scope. When searching for the right PSA for you, don’t forget that the system with the most features isn’t necessarily the best one for your business.
Think about which services your business actually requires. Going above and beyond these may prove less cost-effective and leave you with a system that is more complicated and requires a steeper learning curve to master.
Core Focus
- Autotask: Primarily focused on professional services automation (PSA) and IT service management (ITSM).
- ConnectWise PSA: Also focused on professional services automation (PSA) and IT service management (ITSM).
Integration
- Autotask: Integrates with various Datto and third-party tools, providing flexibility and customization options.
- ConnectWise PSA: Offers integrations with ConnectWise and third-party products, making it a highly customizable option.
Pricing
- Autotask: Pricing varies based on the features and modules selected.
- ConnectWise PSA: ConnectWise is generally considered more expensive than Autotask, especially for smaller businesses.
Target Audience
- Autotask: Primarily targets managed service providers (MSPs) and IT service providers.
- ConnectWise PSA: Primarily targets MSPs and value-added resellers (VARs).
User Interface
- Autotask: User-friendly interface with intuitive navigation.
- ConnectWise PSA: Can be more complex, especially for new users, as it is very feature-rich. It also offers a high degree of customization.
Additional Features
- Autotask: Has a strong focus on project management, time tracking, and invoicing.
- ConnectWise PSA: Offers a wide range of features, including CRM and marketing.
Skip Time-Consuming Ticketing Systems
Both Autotask and ConnectWise PSA offer a range of ways to generate tickets manually and automatically. However, one of the criticisms leveled at Autotask is how long it takes to create tickets. Luckily, this problem has a solution even if you’re otherwise happy with what Autotask offers your business.
Thread offers an alternative to the ticketing system by providing a direct line to your clients via the chat software (such as Slack or Microsoft Teams) they already use. This means that technical issues that impact productivity are addressed promptly and the endless hours spent tracking communications are significantly reduced.
Tickets have certainly had their day. However, integrating new and improved ways to streamline your communications is the order of the day for businesses that wish to leave traditional ticketing systems behind and provide “service magic” for their clients.
Autotask and Connectwise PSA: Pros and Cons
When deciding on the PSA that works best for your company, it’s worth delving into the fine details of what each offers and how they can fit in with your business’s operations. The following is a summary of the most important pros and cons of ConnectWise PSA and Autotask, which can serve as a useful starting point for making a decision between these two popular tools:
| CONNECTWISE PSA | AUTOTASK | |
| FEATURES | Comprehensive suite of integrated products with optional add-ons Extensive reporting capabilities | Strong cloud-based platform Less extensive feature set compared to ConnectWise Fewer third-party integrations |
| USER EXPERIENCE | The user interface can be overwhelming at the beginning for some users. | Intuitive, user-friendly interface |
| PRICING | More complex pricing structure | Straightforward pricing model |
| EASE OF USE | Requires a potentially steep learning curve. Allow for a more extensive training period. | Many businesses will find implementation and adoption easier and faster. |
| ADAPTABILITY | Highly customizable for your business | Project management capabilities are more suited to smaller projects. Solutions for larger projects may be limited. |
| OTHER | Large and active user community |
Ultimately, the choice between Autotask and ConnectWise PSA depends on your specific business needs, budget, and preferences. Consider factors like the core features you require, the level of customization needed, and the ease of use for your team.
Features Offered by ConnectWise and Autotask
ConnectWise PSA and Autotask offer a similar range of services that will mold to most businesses’ needs. However, ConnectWise PSA offers a couple more of the standard features listed below:
| FEATURE | CONNECTWISE PSA | AUTOTASK |
| Active Directory Integration | ✅ | ✅ |
| Activity Tracking | ✅ | ✅ |
| API | ✅ | ✅ |
| Audit Trail | ✅ | ✅ |
| Automatic Backup | ✅ | ✅ |
| Backup and Recovery | ✅ | ✅ |
| Billing & Invoicing | ✅ | ✅ |
| Compliance Management | ❌ | ❌ |
| Contract/License Management | ✅ | ✅ |
| CRM | ✅ | ✅ |
| Customizable Reports | ✅ | ✅ |
| Dashboard | ✅ | ✅ |
| Data Visualization | ✅ | ✅ |
| Event Logs | ❌ | ❌ |
| Help Desk Management | ✅ | ❌ |
| Incident Management | ✅ | ❌ |
| Inventory Management | ✅ | ✅ |
| Issue Management | ✅ | ✅ |
| IT Asset Tracking | ✅ | ✅ |
| Maintenance Scheduling | ✅ | ✅ |
| Performance Metrics | ✅ | ✅ |
| Policy Management | ❌ | ❌ |
| Project Management | ✅ | ✅ |
| Real-Time Analytics | ✅ | ✅ |
| Real-Time Reporting | ✅ | ✅ |
| Real-Time Updates | ✅ | ✅ |
| Scheduling | ✅ | ✅ |
| Self-Service Portal | ✅ | ✅ |
| Service Level Agreement (SLA) Management | ✅ | ✅ |
| Support Ticket Management | ✅ | ✅ |
| Task Management | ✅ | ✅ |
| Third-Party Integrations | ✅ | ✅ |
| Workflow Management | ✅ | ✅ |
Third-Party Solutions Sidestep Usability Issues
Both ConnectWise PSA and Autotask are excellent solutions for IT service providers that will streamline your services and boost the functionality of your operations. The functions offered by both will act as a solid foundation for your IT business and generally prove to be very good value for money.
Every business in the IT sector requires different services and may find that the standard set of services offered by Autotask and Connectwise PSA doesn’t cover all the bases for their business. Research third-party solutions that integrate with your PSA of choice to create a customized solution for your IT business.