Autotask Live Reviews

Since the new update was pushed to my cell phone, AutotaskLive 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 AutotaskLive 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.

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.

AutotaskLive 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 AutotaskLive .

Second, even if you are extremely lucky and it will log you in, AutotaskLive 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, AutotaskLive is useless. Never use it. You are better off just doing it on your phone’s web browser.

AutotaskLive is garbage. They make thousands off their accounts but can manage a simple app on an iPhone. Horrendous.

Can’t even login. Just sits at loading screen after entering credentials.

Basically it runs for around 1 second and crashes. Tried multiple deletes and re downloads. Useless.

This application hasn’t worked on the iPhone since the last update (about a week ago). AutotaskLive crashes immediately when opened. Is this being worked?

Since 4.x came out it has not worked on iPhone X crashes even before you can log in. Have spent almost 3 months and over 65 emails with support including videos of it crashing. And they have no solution.

It seems every company makes an app just to have one. That was when IT owners goto purchase a ticketing system Autotask can say, “and look!! we have an application as well.” but if you barely scrape beneath the surface you’ll realize exactly what AutotaskLive was intended for. getting sales. AutotaskLive is a meme because it’s complete garbage lol.

The lack of development with AutotaskLive has become embarrassing, yet again.

Datto finally started to gain some momentum, but as soon as Kaseya acquired them, all development has again ceased.

Numerous bugs, lack of basic functionality, lack of a modern UI… the list goes on and on. Just trying to edit fields in any given ticket will return “failed to save due to conflict” nearly 50% of the time, but the wizard to resolve the conflict fails 100% of the time. And that’s just one tiny example amidst a haystack of problems.

Put some freaking Dev resources on this and get it done, Kaseya. You guys are embarrassing yourselves.

I don’t even know how this passes anyone’s QA team.

1. App is so slow it is barely usable.
2. Clinking on ticket links in emails do not launch mobile app. No clue why. Instead it suggests you need to download AutotaskLive .
3. Two different interfaces. What a hack job.
4. Everyone has been complaining about these issues for YEARS.

For a company as large as Autotask who SELLS to IT people, did they really think we would have ZERO expectations.

Autotask (now Kaseya) is a company without the right development resources and they exist for one purpose: to serve shareholders so investors can squeeze out maximum value.

I’m sad to say it, but you should look at other PSA tools.

Constantly receiving login error, SSO authentication failed. No issues with SSO on the browser of course. I’ve tried completely deleting AutotaskLive and reinstalling without luck. Support is beyond useless since before the Kaseys acquisition. Even when it did work, AutotaskLive experience was wholly unsatisfying and missing basic functionality. Just and embarrassing effort all around.

Have spoken with various Datto/Kaseya reps for years about AutotaskLive and the numerous issues it has (approving O365 SSO constantly, issues with opening ticket links into AutotaskLive , etc) with absolutely zero improvements.

Seems like it would have made more sense for Kaseya to just rework Autotask to be mobile friendly, but doesn’t seem like they can be bothered to do much else than add more 3-year contracts, and buy up more small tech companies

AutoTask as a whole is terrible! The mobile app is absolutely by far the worst, mfa on a biometric protected device... news flash the Authenticator app is on the same device! If someone compromised my biometricly protected phone your stupid mfa isn’t going to stop them!!!

Stop adding “feature” and make the ones already there work. Only thing this terrible app is somewhat useful for is a calendar and it even stinks at that. 10-15 seconds just to load today’s schedule, make a native app!!! You would think after 4+ years of 90% one star review you would burn it down and start OVER!!!!

I just recently got full access to AutotaskLive through my company, it is just broken. I cannot update/enter time entries, or modify tickets in the way that I need to. AutotaskLive 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.

This has stopped working for a while. I get promoted to sign in to okta then does not redirect to login directly in AutotaskLive .

I took a shot today and tried using AutotaskLive after a year or more and I am unable to view the Open Tickets for an Account? Seriously disappointing.

Are you working on some sort of push notifications for Ticket updates other than Zapier?

This is a feature that some of us owners who have SLAs find seriously lacking here.

I just started a new job that I have been assigned a login to look at the customers we service and on the web page it works fine but AutotaskLive needs a lot of improvement. Such as it needs to act and look similar to the website so it's easier to navigate. I am not pleased and I am uninstalling AutotaskLive and just using the web site on my iPhone through safari or on a clients computer when I need to quickly look at notes and such. I hope that a new update will come out soon that fixes these issues or they redesign the whole app. Either way I'm only giving it a two star for the GUI!

App doesn’t work on newest update on iPhone 12 Pro Max. Tap on a que to work on a ticket and it just highlights blue and freezes. AutotaskLive also has never updated if you get a new ticket real time. You have to go back from que, and back again. Needs a refresh button. That’s from when I could actually use AutotaskLive

“Useless” is a strong word for an app I use on a daily basis. I have definitely pushed the team to fix the bugs; and they have for the most part. I do find myself deleting AutotaskLive every six months for trying to resolve the latest glitch. Anyway, i highly recommend AutotaskLive for people on the go.