Contact Autotask Live Support

by Disenchanted IT

Since the new update was pushed to my cell phone, the app does nothing now except open and then immediately close. It is completely useless. More useless than it has ever been. And that, is actually saying something.
There are so many ways that this app could be improved. I almost don’t know where to begin however, I will start with something obscenely obvious.
Instead of having it be dependent upon being online in order to function, allow an off-line function that will let you fill out the ticket and save the ticket locally and when Internet service or Wi-Fi service or phone service is restored then it can upload the data and complete the ticket.
Over the years, I have had so many tickets that have had so much information lost because the cell phone lost connectivity or the system froze up. I have since lost count.

by Zzamuluss

Update Apr ‘22:

got an iPad Pro for work. Autotask works “okay” in browser, but the iOS app remains totally useless. Can’t open tickets, can’t log time, text and selector fields come up super wonky/unreadable, and persistent crashes on large tickets with lots of activity. At least they fixed MFA, but still 1 star for failing to achieve any primary functions.

Original review:

I do not generally review apps.

This app is so phenomenally poorly built that I have made a rare exception.

First and foremost, it is completely incompatible with 2FA (two-factor authentication). I have tried with both of the autotask accounts that I use (I am a helpdesk contractor) and it simply will not work. Always throws up errors. One of my companies turned off 2FA enforcement for my account and it finally let me log into that account. Absolutely ludicrous that they support 2FA on the full website and not in the app.

Second, even if you are extremely lucky and it will log you in, the app is so slow and buggy that I have yet to even *once* successfully navigate to a new ticket. It always either crashes or just hangs forever. In short, this app is useless. Never use it. You are better off just doing it on your phone’s web browser.

by J. Reviewer

I just recently got full access to the app through my company, it is just broken. I cannot update/enter time entries, or modify tickets in the way that I need to. This app DRASTICALLY needs an overhaul. Possibly a complete rebuilt from the ground up. Basically all I’m able to do is search tickets, accept them and view existing notes. I’m on the newest version, using an iPhone 12 Pro Max.

Update: Some of my previous issues have been resolved however, new ones are present now. I cannot hit radio buttons on checklists AT ALL. Also since the most recent update, the 2fa keeps breaking. I have to uninstall and reinstall to be able to login again…like seriously? Lowering the score, let’s make some progress.