Thursday, 27th February 2020

Improving resource allocation and client collaboration

Datto has introduced the latest update to Autotask PSA, its cloud-based professional services automation tool that helps MSPs manage client relationships and deliver superior service.

Datto has introdced the latest update to Autotask PSA, its cloud-based professional services automation tool that helps MSPs manage client relationships and deliver superior service. Datto's Autotask PSA 2018.2 will provide its users greater efficiencies through a highly configurable ticketing and timekeeping functionality, redesigned Client Portal homepage, and new contract visibility options.

"This summer, we promised to deliver more innovation, more frequently for Autotask PSA, so we've released our second update in just three months," said Austin McChord, Founder and CEO of Datto. "We're excited to be able to deliver on the number one feature request from our partner base with this release, designed for better staffing and resource allocation, and we're going to continue to listen and innovate as we work to improve the operations and efficiency of our partners."

Features of Autotask PSA 2018.2 include:

  • Start/End Time-off Requests: Technicians can request time off for specific time frames, making it easier and more efficient to delegate work only to staff that is available.
  • Configurable Time Entries for Tickets: The time entry screen will be configurable with additional quick edit fields, such as Queue and Due Date. This builds on the configurable Ticket UI and will help shave minutes off of every ticket for techs who add time and then need to forward and/or modify the ticket.
  • Re-designed Client Portal Homepage: Clients can access the Client Portal with a new friendly URL, and the redesigned Client Portal homepage provides MSPs with improved visual data and insights, with a view of open Service Tickets and Projects.
  • New Contract Visibility Options: MSPs can protect critical information with newly deployed contract visibility levels (no visibility, limited, or full), ensuring staff and clients only see the minimum level of contract information needed.

"The new Autotask PSA 2018.2 features announced today from Datto is fantastic news for the MSP community," said Paul Burns, Chief Technology Officer at TSG. "The time off request feature will allow smarter ticketed allocation and configurable time entries on tickets and this will save time and greatly improve efficiencies. The new Autotask interface looks better, allowing clearer search capability and stats. The graphical screens are also more appealing and will contain useful information to help our technicians to manage their workload more effectively. Contract information changes will be very useful to have, enabling us to provide just the required summary contract information for example through to our clients. This will ensure only relevant information is shared and avoid unnecessary confusion."

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autotask datto msp managed service provider
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