Datto

Autotask is a professional services automation (PSA) platform built for IT service providers. It gives MSPs and IT teams a single dashboard to manage tickets, contracts, projects, invoices, and customer communications. The platform is designed to replace the usual mix of spreadsheets, email, and separate tools with one unified system. Its latest addition is Cooper Copilot, an AI assistant that helps technicians work faster by summarizing support tickets, suggesting polished replies to customers, and automatically documenting the steps taken to resolve an issue.

What sets Autotask apart is how it ties everything together. Instead of jumping between apps to update a contract, check a project timeline, or send a quote, you do it all from one place. The integration with Datto RMM means you can remotely control endpoint devices directly from a ticket — no extra logins. The Multi-Contract Update Wizard lets you apply price or term changes to multiple customer contracts at once, saving hours of manual work. The AI copilot, Cooper, is still relatively new (released in October 2024) but already handles the three most time-consuming parts of ticket work: reading long threads, writing polite responses, and recording what was done.

Autotask is best suited for managed service providers and internal IT teams that handle a high volume of support requests. If your team spends too much time on administrative tasks like typing updates, updating contracts, or switching between tools, Autotask can streamline those workflows. It's not a lightweight tool — it's a full business operating system for IT services. But for MSPs looking to scale without adding headcount, the combination of unified operations and AI assistance makes a real difference.