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Autotask PSA
Your technicians log the work. Your invoices shouldn’t depend on a spreadsheet — Autotask PSA ties every ticket, hour and project to a contract and an invoice — a cloud-only PSA for MSPs, with 170+ integrations, Cooper Copilot AI and a published price only inside Kaseya 365 Ops.
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Same software. Better outcome — at a lower cost.
How it’s rated
Full scoreboard ↓Quick answer
The Datto platform family
This page covers Autotask PSA — Kaseya’s PSA, sold alongside Datto. The rest:
Quick facts
30-second orientation- Product
- Cloud PSA for MSPs and service-led IT teams
- Maker
- Kaseya, sold under the Datto brand; HQ Miami
- Covers
- Tickets, projects, contracts, billing and CRM
- Editions
- Premium and Ultimate; AI features on Ultimate
- Price
- Standalone quote-only; $129/user/mo in Kaseya 365 Ops
- Hosting
- Cloud only — US, Australia, UK or Germany
- AI
- Cooper Copilot and Ticket Triage (Kaseya Intelligence)
- Analysts
- No Gartner MQ covers MSP PSA; G2 is user reviews
- India
- No India data centre; Kaseya office in Bengaluru
- In India via
- TechBag — INR/GST, sizing and support
Understand PSA software before you buy one
Most product pages skip this. We start here — so you buy a capability, not a buzzword.
What is a PSA?
A PSA runs a service business: it links each ticket and hour of work to a contract, then to an invoice.
Tickets in an inbox and billing in a spreadsheet vs one PSA — the honest table
What consolidation actually replaces, dimension by dimension.
| Dimension | Inbox tickets, spreadsheet billing | Autotask PSA |
|---|---|---|
| Logging a request | Emails in a shared inbox, tracked by memory | Email-to-ticket with SLA timers from the first message |
| Recording time | Timesheets typed up on Friday | Time entered on the ticket and tied to a contract |
| Billing clients | A spreadsheet rebuilt every month end | Billing rules invoice per user, per asset or per hour |
| Running projects | A separate task tool with no link to billing | Phases, tasks and budgets beside the service desk |
| Selling to clients | Quotes in Word, the pipeline in a head | Opportunities and quotes on the same client record |
| What it is NOT | — | Not self-hosted, and not stored in India |
The cheapest test is a demo on your own work: bring three real contracts and a month of tickets, and see whether the invoices come out right.
The five pieces of the platform
Vendors love diagrams; buyers need to know what they’re actually operating. Here’s the whole platform, demystified.
Tenant
Each MSP gets an instance in a zone at one of four Kaseya data centres — Pennsylvania, Sydney, Slough or near Munich — and it stays in that jurisdiction.
Portal
Clients log tickets, follow projects and, since Kaseya’s fall 2025 release, pay invoices through ConnectBooster; technicians work from the iOS and Android app.
Integrations
A REST API per zone plus native links to Datto RMM, IT Glue and QuickBooks; Kaseya counts 170+ integrations, and RMM alerts can open tickets directly.
AI layer
Cooper Copilot summarises tickets, polishes replies and writes resolutions; the Ticket Triage Digital Specialist categorises and routes tickets on Ultimate.
One cloud instance in a zone you pick — service desk, contracts and billing, fed by 170+ integrations and an AI layer.
Nine capabilities. Serve, bill, manage.
Autotask PSA runs an MSP’s tickets, projects, contracts and billing in one cloud system.
Tickets, email and SLAs
Email-to-ticket, queues, SLA tracking and time entry on one ticket screen, from the first request to the client-ready resolution note.
Projects with phases and budgets
Phases, tasks, deadlines, project teams and budgets sit beside tickets, so a server migration is scheduled and billed in the same system.
A portal clients actually use
Clients raise and follow tickets and projects in the Client Access Portal, and co-managed licences give their own IT staff a desk inside it.
Contracts that set the rates
Recurring-service, block-hour and time-and-materials contracts carry labour rates, so every logged hour lands against the right agreement.
Per-user and per-device billing
Billing rules invoice fixed monthly fees per end user or per asset automatically, and Integrated Customer Billing counts seats from other Kaseya tools.
Quotes, stock and currencies
Native quoting, inventory and procurement track hardware orders, and multicurrency support lets you quote and invoice clients in rupees.
Pipeline beside the service desk
Companies, contacts, opportunities and quotes live in the same records technicians use, with Microsoft 365 contact and calendar sync.
Copilot and ticket triage
Cooper Copilot summarises threads and drafts replies; since April 2026 a Triage Digital Specialist categorises and routes tickets on Ultimate.
Dashboards, LiveReports, warehouse
Dashboards, wallboards and the LiveReports engine show utilisation and margin; a read-only data warehouse feeds your own BI tools.
Watch Autotask PSA in action
What a PSA does for an MSP, the LiveMobile app, how MSPs scale client service with it, and a full product demo. Older Datto-era recordings.
What Is Autotask PSA & How Does It Work? - MSP PSA Solutions
What a PSA does for an MSP, in about two minutes.
Autotask PSA LiveMobile Demo
Tickets, time entry and contacts from a phone.
MSP Insights: Scaling the Client Experience Through Autotask PSA
How MSPs use the portal and workflows to scale service.
Autotask PSA Demo
A long walkthrough of the desk, projects and billing.
Want a live, India-context walkthrough for your environment?
Book a guided demo →Service businesses leak money between the ticket and the invoice. Autotask ties both to the contract.
Here’s what genuinely sets it apart — and exactly where it stops.
Contracts, time and invoices in one record
Most small MSPs log tickets in one tool, track hours in another and build invoices in a spreadsheet. Autotask ties each hour to a ticket, each ticket to a contract and each contract to billing rules, so fixed-fee, block-hour and per-user agreements invoice without anyone re-keying time.
Built to sit inside the Kaseya stack
Autotask links natively to Datto RMM and IT Glue: an RMM alert opens a ticket, the ticket shows the client’s passwords and procedures, and Integrated Customer Billing counts seats from other Kaseya tools. Kaseya 365 Ops sells Autotask Ultimate, IT Glue Enterprise and five more modules as one subscription.
AI that works on the ticket queue
Cooper Copilot condenses long ticket threads, turns technician shorthand into client-ready replies and writes resolution summaries. The Ticket Triage Digital Specialist, generally available since April 2026 for Ultimate, categorises and routes tickets from history — the step where miscoded tickets later break billing.
Where it stops
There is no India data centre: instances sit in the US, Australia, UK or Germany. There is no on-premises edition. Standalone Autotask has no public price, and a full data copy is a paid SQL Server backup ordered in writing. It is built for service providers, not as an ITIL platform for an in-house desk.
The numbers behind the platform
What your Autotask PSA rollout looks like
Map contracts and people
List every contract type, rate and billing rule you run today, and count the users who need a licence — that sets the quote.
Pick edition and bundle
Decide between Premium and Ultimate, or Kaseya 365 Ops at $129 per user, and agree which zone will hold your instance.
Onboard and migrate
Kaseya’s onboarding team configures queues, workflows and contracts and moves your old PSA data under a project manager.
Connect the stack
Link Datto RMM, IT Glue and your accounting system, and switch on SSO and enforced 2FA for every technician.
Bill from it
Run a month of invoices in parallel with the old process, fix any rate gaps, then retire the spreadsheets for good.
The review scoreboard
Modelled on Gartner Peer Insights structure. *Counts and breakdowns are illustrative pending verified review collection.
Quick poll — what’s driving your evaluation?
Talk to an advisor“Block-hour contracts used to be reconciled by hand every month end. Now each ticket burns the right block and the invoice drafts itself.”
“Datto RMM alerts land as tickets with the IT Glue page linked, so a junior engineer in Pune sees the firewall notes before calling the client.”
“Setting up contracts, roles and workflows took us most of a quarter. Budget for onboarding time, not just the licence.”
“We invoice Indian clients in rupees through multicurrency and push totals to our accounts team; GST lines still need care at the ledger.”
“Ticket Triage fixed our miscategorised tickets, which were quietly wrecking contract profitability reports. That needed the Ultimate edition.”
“Our data sits in Sydney, not India. Our clients’ contracts allowed that, but we checked it with each regulated client first.”
Where everyone sits — the grids
Analyst firms bury this view behind paywalls, and G2 retired its Grid. So here’s TechBag’s synthesis of the MSP PSA market — tap any vendor to see why it sits where it does.
TechBag PSA & Service Desk Grid
Execution strength vs product vision — the classic market map, minus the paywall.
Quote-only alone; $129 per user a month inside Kaseya 365 Ops.
Business Depth × Price Openness
The grid nobody publishes — how deep the contract, project and billing engine goes vs how much of the price you can see before a sales call.
Deep contracts, billing and procurement; standalone price unpublished.
Positions are TechBag’s illustrative synthesis of public review-platform data and vendor documentation — not a reproduction of any analyst graphic. Verify before relying on it.
Autotask PSA vs the PSA and service desk field
Against ConnectWise PSA, HaloPSA, SuperOps PSA, Atera PSA and Freshservice — on deployment, coverage, price, limits, security, India and exit.
| Dimension | Autotask PSA | ConnectWise PSA | HaloPSA | SuperOps PSA | Atera PSA | Freshservice |
|---|---|---|---|---|---|---|
| What it is | Deep MSP PSA | Deep MSP PSA | One-plan PSA and ITSM | PSA sold with its RMM | Helpdesk inside the RMM | In-house ITSM platform |
| Deployment | Cloud only | Cloud or on-premises | AWS or self-hosted | Cloud only, on AWS | SaaS only | SaaS, region at sign-up |
| Coverage | Service to finance | Service to finance | Every module, one plan | Tickets and billing | Lighter PSA | ITIL, not MSP billing |
| Pricing model | Quote, or in a bundle | Quote only | Per agent, one plan | Per technician | Per technician | Per agent, four tiers |
| Published entry price | $129/user/mo in K365 Ops | Not published | £69/agent/mo, UK | $79/tech, PSA only | $129/tech, MSP Pro | $19/agent/month |
| Included vs add-on | AI on Ultimate | Edition-gated | No tiers or bolt-ons | RMM only in bundles | Copilot in every plan | Copilot costs extra |
| Scale and limits | 3-user bundle minimum | Basic caps projects | $1M unlimited option | 150 endpoints a tech | Unlimited devices | Free requesters |
| Security | SOC 2, 2FA, SSO | SOC 2 company-wide | ISO 27001, SOC 2 | SOC 2, ISO 27001 | Not re-verified | Ask for reports |
| Integrations | 170+ integrations | ConnectWise stack | Count not published | Built-in RMM | Built-in RMM | Marketplace and API |
| Governance and SSO | SSO, 2FA, roles | Approvals, SAML | SSO, MFA, SAML | SAML and 2FA | SSO on top plans | Change control on Pro |
| India storage region | No India data centre | No India region | Self-host in India | US or Europe only | Not documented | India region offered |
| Support | 24/7 live support | Tiered support | Onboarding is paid | Not captured | Not captured | Not captured |
| Lock-in and exit | Paid SQL backup export | API, heavy config | Self-host fallback | PSA tied to RMM | PSA tied to RMM | Cloud, annual tiers |
| Best fit | Kaseya-stack MSPs | Complex MSPs | Open price, self-host | Small MSPs, one tool | Device-heavy small MSPs | In-house IT teams |
Which approach fits you?
Honest fit signals — because the fastest way to lose your trust is to pretend one product wins every scenario.
Choose Autotask PSA if…
- ✓You bill clients on fixed-fee, block-hour or per-user contracts and want time, tickets and invoices in one record
- ✓You already run Datto RMM or IT Glue, or would buy Kaseya 365 Ops at $129 per user a month
- ✓You want AI triage and ticket summaries built into the desk, on the Ultimate edition
Compare alternatives if…
- ✓You need a published per-agent price or a self-hosted option — HaloPSA offers both
- ✓You are a small MSP wanting PSA and RMM as one product — SuperOps or Atera fit that shape
- ✓You run an in-house IT desk with ITIL change control — Freshservice is built for that job
Do not expect…
- ✓An India data centre or an on-premises edition
- ✓A public price for standalone Autotask, or a rupee price list
- ✓AI features on the Premium edition
Autotask PSA is one of 22 itsm & service desk products TechBag carries. The ITSM & Service Desk guide narrows them to a shortlist and shows the reasoning. →
What does hand-built billing cost you?
Drag the sliders (end users you support; technician-hour cost). Estimates model time spent re-keying hours, reconciling contracts and building invoices by hand at an assumed 1.5 hours per supported end user a year, with 70% of it removed by contract-driven billing in one PSA. Both figures are assumptions. Illustrative.
Loaded cost = salary + overheads per productive hour. Illustrative only — your TechBag quote models your actual environment and modules.
Three ways to consume it
Published: Kaseya 365 Ops is $129 per user a month, with a minimum of three users on a one-year term, and it includes Autotask Ultimate plus IT Glue Enterprise, myITprocess, Quote Manager, ConnectBooster, Network Glue and MyGlue; onboarding is charged on top. Standalone Autotask (Premium or Ultimate) is quote-only. High-watermark billing ended in December 2025. TechBag compares both routes and quotes in INR with GST.
Kaseya 365 Ops
Best for MSPs wanting the full ops stack
- $129 per user a month, 1-year term
- Minimum 3 users; Autotask Ultimate included
- Plus IT Glue and five more modules
+ Platform add-ons
Best for a broader rollout
- Scoped to your estate
- Add-on modules as needed
- Phased, right-sized deployment
Autotask standalone
Best when you need the PSA alone
- Premium or Ultimate, quote-only
- AI features on Ultimate only
- Committed minimum since Dec 2025
Buy it for less — TechBag pricing beats list
Whatever the list prices above, TechBag negotiates a significantly better deal — with GST-compliant INR invoicing and local support. Ask us for your discounted quote.
Get an India-ready quote
Tell us your requirements and current tools — we’ll model it against what you spend today.
The 8 questions to ask every vendor
Take this into your next vendor call — including ours.
How many people need an Autotask licence? Kaseya 365 Ops starts at three users on a one-year term.
Do you need Cooper Copilot or Ticket Triage? Both sit in Ultimate, which is the edition Kaseya 365 Ops includes.
Would you use IT Glue, myITprocess, Quote Manager and ConnectBooster? If so, price Kaseya 365 Ops, not Autotask alone.
Can your clients’ ticket data sit in the US, Australia, UK or Germany? There is no India data centre.
Which contract types do you bill — fixed fee, block hours, per user? Test each one on the demo before you sign.
How will GST invoices be produced? Plan the sync to your accounting system rather than relying on built-in tax.
What does onboarding cost? Kaseya requires it for Kaseya 365 Ops, and PSA migration is part of that service.
What does a full data copy cost under your contract? It is a paid SQL Server backup delivered in 2–4 business days.
Questions buyers ask
Ready to evaluate Autotask PSA?
Model your users and contract types first, or let a TechBag advisor compare standalone Autotask with Kaseya 365 Ops for your team.
Stats, ratings, review counts and pricing are illustrative and sourced from public materials; verify before purchase.