Nexa Lab Blog – When we talk about professional service automation (PSA) software solutions, two names that you might think of are Datto Autotask and ConnectWise. Learn about Autotask vs ConnectWise to see which one more superior.

Both are reputable brands and known as software solutions that work well to help managed service providers (MSPs) optimize their operations.

Autotask is praised for its user-friendly interface and robust ticketing system, while ConnectWise is known for its comprehensive suite of tools and integrations.

But, just like any competition, there’s only one spot for the champ. Since both are offering the same kind of software, you can only choose one between those two.

Between Autotask vs ConnectWise, which one is the better PSA software?

So, before you make your decision to buy any of PSA software, let’s first explore what both software have to offer.

However, before we jump into talking about the features, let’s get to know about both software backgrounds.

Overview of Autotask vs ConnectWise

In terms of popularity compariosan of Autotask vs ConnectWise, both software are known as well-established players in the IT service management industry.

Autotask specifically provides a PSA software solution to assist MSPs in optimising their business processes, whereas ConnectWise offers a variety of software solutions, including ConnectWise Manage as a PSA solution.

Founded in 2008, Autotask (now part of Datto) offers a cloud-based professional services automation (PSA) solution designed to help MSPs manage their daily operations.

The platform integrates various functions, such as project management, time tracking, billing, and customer relationship management (CRM).

Meanwhile, ConnectWise, founded in 1980, provides a suite of software solutions for technology solution providers. Their flagship PSA solution is ConnectWise Manage.

That software has features like a service desk, project management, time tracking, and invoicing. ConnectWise also offers additional products that integrate with their PSA, creating a broader ecosystem for MSPs.

Both platforms aim to provide end-to-end solutions for MSPs, but they differ in their approach, feature sets, and overall user experience. Understanding these differences will help you determine which platform is better suited for your specific business needs.

More on Nexalab’s Blog: Autotask Integrations 101, Benefits and Best Practices

Autotask vs ConnectWise: Which one is the best PSA Software?

Talking about “the best software” will always be a subjective topic since both have their own strong and weak points.

However, in the context of business, the best software is the one that fits many aspects of your operations, like budget, workflows, and user-friendliness.

So, considering various factors is a must.

These factors include core features, pricing models, user experience, customer support, and overall ecosystem.

In general, ConnectWise offers a more extensive suite of products that can be integrated to create a comprehensive solution. This approach provides flexibility but may also result in a steeper learning curve.

Autotask, while more focused on its PSA offering, provides a unified platform that may be easier to implement and use out of the box.

On Capterra, Autotask is rated 4.3, while ConnectWise PSA is rated 4.1. That score can be your starting point for knowing which is the best. But it is still better to learn about every aspect of the software before we decide which one is the best or the one that fits your needs.

Let’s review each aspect of the software, starting from their core features.

1. Core Features Comparison

Both Autotask and ConnectWise offer a complete set of features to meet the needs of MSPs.

However, there are some differences in how these features are implemented and their effectiveness in various scenarios.

• Ticketing and Service Desk
  • Both platforms provide strong ticketing systems.
  • Autotask’s ticketing system is known for its intuitive interface and ease of use.
  • ConnectWise’s ticketing system offers more customisation options, which can be beneficial for larger MSPs with complex workflows.
• Project Management
  • ConnectWise Manage offers a more comprehensive project management module with features like Gantt charts and resource allocation.
  • Autotask’s project management capabilities are solid but may be less robust for very large or complex projects.
• Time Tracking and Billing
  • Both platforms excel in this area, offering automated time tracking and flexible billing options.
  • Autotask’s time entry interface is often praised for its simplicity, while ConnectWise provides more detailed reporting options.
• CRM and Sales
  • ConnectWise has a slight edge in this area with its dedicated ConnectWise Sell product, which integrates seamlessly with ConnectWise Manage.
  • Autotask’s CRM functionality is built into the PSA platform, which may be sufficient for many MSPs but might lack some advanced sales features.
• Reporting and Analytics
  • Both platforms offer robust reporting capabilities.
  • ConnectWise’s reporting is highly customisable but may require more setup time.
  • Autotask provides a good balance of pre-built reports and customisation options.
• Integration Capabilities
  • ConnectWise has a larger ecosystem of integrations due to its longer presence in the market.
  • Autotask, while offering fewer integrations, focuses on key integrations that most MSPs need.

2. Pricing Models

After we talk about the features, now let’s jump into the pricing modes of both software.

Autotask typically offers a per-user, per-month pricing model. This straightforward approach makes it easier to predict costs as your team grows.

The pricing often includes most features in a single package, with some advanced features available as add-ons.

ConnectWise’s pricing structure is more complex.

They offer different products (ConnectWise Manage, Automate, Sell, etc.) that can be purchased separately or as a bundle.

This modular approach allows for more flexibility but can also lead to higher costs if you need multiple products.

ConnectWise often requires an annual contract, which may be a consideration for some MSPs.

Unfortunately, both companies don’t publish their pricing publicly. So you need to contact their sales teams for a custom quote.

This approach might be good for you since it opens some room for negotiation. However, budgeting for the software can be challenging since you can’t predict how much investment you need for it.

So, make sure you already know what you need from both software. While they offer free consultation, they might offer you the software that you may not need and make your cost for the software bloated.

We covered a little bit about Autotask PSA pricing in our previous post. Make sure you check it to get to know about Datto Autotask pricing structure.

More on Nexalab’s Blog: Autotask PSA Pricing, What You Need to Know Before Investing

3. User Experience and Interface

Next, let’s talk about the user experience.

Between Autotask vs ConnectWise, both software solutions become the bread and butter of MSPs operations because of its user-friendly interface and seamless experience.

But, how are the two compared?

Autotask is generally considered to have a more modern and intuitive interface.

It offers a cloud-based software experience, making it accessible from any device with a web browser. The layout is clean and straightforward, which can lead to faster adoption rates among new users.

ConnectWise Manage interface, while powerful, can be more complex to some, due to its extensive feature set.

It has a high degree of customisation, which is good, but can be tasking to set up and learn. However, ConnectWise has made efforts to improve its user interface in recent updates. Although, some users still find it less intuitive compared to Autotask.

Both platforms offer mobile apps, so your IT teams can access key features while on the go.

Autotask’s mobile app is often praised for its ease of use, while ConnectWise’s mobile offering provides a wider range of features but may have a steeper learning curve.

4. Customer Support and Community

Lastly, we are gonna talk about the customer support of both software.

Autotask offers 24/7 customer support through various channels, including phone, email, and chat. They also provide extensive documentation and training resources. Autotask’s community, while active, is smaller compared to ConnectWise.

ConnectWise is known for its large and active user community.

The ConnectWise User Groups and their annual IT Nation conference provide valuable networking and learning opportunities. ConnectWise also offers 24/7 support, but some users report longer response times compared to Autotask.

Both companies provide onboarding assistance and training programs to help new users get up to speed. ConnectWise’s training offerings are more extensive, which can be beneficial for larger teams or those implementing multiple ConnectWise products.

Pros and Cons of ConnectWise and Autotask

After we carefully review every aspects of both software, to summarise, here are the strengths and weaknesses from Autotask vs ConnectWise:

ConnectWise Pros

• Comprehensive suite of integrated products
• Highly customisable
• Large, active user community
• Extensive reporting capabilities

ConnectWise Cons

• Steeper learning curve
• More complex pricing structure
• User interface can be overwhelming for some users

Autotask Pros

• Intuitive, user-friendly interface
• Straightforward pricing model
• Strong cloud-based platform
• Easier implementation and faster adoption

Autotask Cons

• Less extensive feature set compared to ConnectWise
• Fewer third-party integrations
• Project management capabilities may be limited for very large projects

Conclusion

So, which one is the best PSA software? ConnectWise or Autotask? It is up to you to decide.

In the end, choosing between Autotask vs ConnectWise depends on your business needs, size, and growth plans. Both are actually good products, with their own strengths and weaknesses.

Autotask may be the better choice if you prioritise ease of use, quick implementation, and a straightforward pricing model. It’s particularly well-suited for small to medium-sized MSPs looking for a comprehensive, user-friendly solution.

ConnectWise might be the preferred option if you need a highly customisable platform with a wider range of features and integrations. It’s often favoured by larger MSPs or those with complex workflows who can leverage its extensive capabilities.

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. And this is the end of our discussion about Autotask vs ConnectWise.

Nexalab’s App Integration Service 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.