Nexa Lab Blog – Autotask is a professional service automation (PSA) software designed to streamline IT management and enhance managed service provider (MSP) business operations. Learn more about Autotask RMM integration that can boost your business efficiency.

This powerful tool offers a range of features to help MSPs organise their workflows, manage client relationships, and improve overall efficiency. However, for optimal results in your managed service provider business, it’s crucial to complement your PSA solution with remote monitoring and management (RMM) software.

This combination allows you to provide comprehensive IT services and maintain a competitive edge in the industry.

So, even though Autotask is PSA software, does it have RMM features? We will jump into that, but before we go to it, let’s refresh our memory a little bit about what Datto Autotask is.

What is Autotask? PSA Software for the IT Service Delivery Management Process

Autotask is a cloud-based PSA platform that caters specifically to the needs of IT service providers and managed service providers. It offers a centralized system for managing various aspects of your business, from client relationships to project management and billing.

Their main features are a ticketing system, project management, resource management, time tracking and billing, and integration capabilities.

Ticketing system on Autotask provides a centralized dashboard where you can view all open tickets, assign them to appropriate team members, and monitor their progress.

Project management lets you create detailed project plans, assign tasks to team members, set milestones, and monitor progress in real-time.

Resource management lets you view team members’ schedules, assign work based on their skills and availability, and ensure that your resources are being used optimally.

Time tracking and billing features help managed service providers (MSP) generate invoices automatically based on the time logged and any additional charges, streamlining your billing process and reducing the risk of revenue leakage.

Datto Autotask also offers a wide range of pre-built reports and customisable dashboards. These tools provide insights into various aspects of your business, such as service performance, resource utilisation, and financial metrics.

Lastly, another of their key strengths is their integration capabilities.

Datto claimed that Autotask can be integrated to 250+ software across categories, including the remote monitoring management (RMM) software.

So, even though Autotask capabilities are limited to ticketing and billing systems, you can still integrate it with other software categories for better efficiency and functionality in managing your business operations. And Atutotask RMM integration is the answer you are looking for.

More in Nexalab’s blog: Autotask CRM Integration: A Comprehensive Guide

Do Autotask Have RMM Features?

While Autotask excels in professional service automation, it’s important to note that it does not, by design, include powerful remote monitoring and management (RMM) features.

RMM functionality is needed by MSPs to proactively monitor and manage their clients’ IT infrastructure. This includes tasks such as remote device management, automated patch management, and real-time system monitoring.

Autotask’s primary focus is on business management aspects such as ticketing, project management, and billing.

While these features are essential for running an efficient MSP business, they don’t provide the deep technical monitoring and management capabilities that RMM tools offer.

However, Autotask recognises the importance of RMM in the MSP ecosystem.

To address this need, Datto (the company behind Autotask) offers a separate RMM solution called Datto RMM. This tool can be integrated with Autotask to provide a more comprehensive IT management solution.

The integration between Autotask and Datto RMM allows for seamless workflow between the two platforms. For example, alerts generated by Datto RMM can automatically create tickets in Autotask, ensuring that issues are promptly addressed.

This integration helps bridge the gap between business management and technical operations, providing a more holistic approach to managed services.

Despite this integration option, it’s worth noting that Datto RMM is a separate product with its own licensing and costs.

This means that if you’re looking for an all-in-one solution that includes both PSA and RMM features out of the box, Autotask alone may not fully meet your needs.

What is the Alternative to Autotask for RMM?

Given that Autotask doesn’t include native RMM features, you might be looking for alternatives that offer both PSA and RMM capabilities on a single platform. Here are some alternatives worth considering according to Capterra:

• ConnectWise Manage + ConnectWise Automate: This combination offers PSA features similar to Autotask through ConnectWise Manage, while ConnectWise Automate provides powerful RMM capabilities. The tight integration between these tools can lead to streamlined workflows and a unified platform for both business management and technical operations.
• Kaseya VSA + Kaseya BMS: Kaseya VSA is a comprehensive RMM tool with advanced features, while Kaseya BMS provides solid PSA functionality. Both components are developed by the same company, potentially leading to tighter integration. However, consider whether Kaseya BMS meets all your PSA needs, as it may not be as feature-rich as some competitors.
• NinjaOne (formerly NinjaRMM): Primarily known for its RMM capabilities, NinjaOne has been expanding to include more PSA-like functionalities such as ticketing, time tracking, and reporting features. It’s a good option for MSPs looking for a streamlined, unified platform, although it may not yet offer the full breadth of PSA features found in dedicated solutions like Autotask.
• SolarWinds N-central + MSP Manager: N-central is a robust RMM solution that integrates with various PSA tools, including SolarWinds’ own MSP Manager. While MSP Manager may not be as comprehensive as Autotask for PSA features, the combination can provide a solid, integrated solution for many MSPs.

When considering these alternatives, always consider evaluating your needs first.

Think about factors such as the size of your business, the complexity of your clients’ IT environments, your budget, and your growth plans.

Also, take into account the learning curve associated with new tools and the potential impact on your team’s productivity during the transition period.

It’s also worth noting that many MSPs choose to use best-of-breed solutions for different aspects of their operations.

This might mean using Autotask for PSA functions while adopting a separate RMM tool that best fits their technical requirements.

While this approach can provide more flexibility, it also requires careful consideration of integration capabilities to ensure smooth workflows between different tools.

The integration process can also be a little bit technical. 

That’s why you can also consider partnering with an integration expert like Nexalab, so you can have peace of mind knowing that your systems are handled by a partner who has extensive experience in integrating various software solutions.

More on Nexalab’s blog: Top 5 Autotask Alternatives for IT Service Management in 2024

Conclusion

Autotask is a powerful PSA solution that can significantly improve the business operations of managed service providers. Its comprehensive features for ticketing, project management, resource allocation, and billing make it a valuable tool for MSPs looking to streamline their workflows and enhance client satisfaction.

Investing in PSA software is a smart move for any MSP looking to improve their operational efficiency.

However, to get the most out of your PSA, it needs to work with your other tools.

Nexalab’s App Integration Services can help you connect your PSA with other essential platforms, like CRM software, for example. This means you get a complete view of your operation, automate repetitive tasks, and personalise your customer interactions. It’s a solution that helps you get the most out of your PSA investment. Contact Nexalab today to explore how App Fusion can drive your business forward.