Searching for the best PSA software for your MSP? Look no further. We tested the leading PSA solutions to find which ones work best for MSPs, and which you should avoid. Keep reading to discover what we found.
Here is our list of the best PSA software for MSPs:
- Atera EDITOR’S CHOICE This cloud platform provides software for managed service providers and IT departments with a remote monitoring and management package at its core and a range of PSA services available in each plan. Get a 30-day free trial.
- Syncro (FREE TRIAL) This cloud platform provides managed service providers with a full package of services that include a PSA, nan RMM, and a remote access system. Get a free trial.
- SuperOps A remote system operations package that is delivered on the cloud and offers PSA and RMM packages plus plans that combine the two.
- BigTime A work management and billing platform that also offers plans for business management that provide forecasting tools.
- ConnectWise PSA This package is provided by a well-known brand that specializes in tools for managed service providers. This is a cloud-based system.
- Kantata This cloud-based platform is enhanced by is strong resource and financial planning features.
- Autotask PSA This cloud-based package is a good choice for companies that use Datto RMM because the two systems integrate.
- Birdview PSA Features of this cloud-based system include AI assistance, process automation, and a Help Desk ticketing system.
- Accelo This platform’s modules include quote and contract management, a ticketing system, and timesheet and billing automation.
How To Choose The Best PSA Software For Your MSP
- Identify Your Specific Needs Before selecting a PSA software, define the core functions your MSP requires. Evaluate whether you need robust ticketing systems, automated billing processes, or advanced project management tools. Identifying these needs will help you focus on software that addresses your primary concerns. Additionally, consider requirements like time tracking, SLA management, and customer portals. Ensure the software supports multi-site management if you operate in multiple locations. Understanding these needs helps prevent future operational gaps.
- Research Different Options Investigate a wide range of PSA software solutions available on the market. Read in-depth reviews and case studies from other MSPs to understand their experiences and outcomes. Pay attention to software ratings on sites like G2, Capterra, and Trustpilot. These reviews can provide insights into reliability, customer support, and feature effectiveness. Consider participating in webinars or requesting live demos to see the software in action. This hands-on approach can reveal the user interface’s usability and overall efficiency. Cross-reference findings with industry reports to ensure you’re making an informed decision.
- Check Integration Capabilities Verify that the PSA software integrates seamlessly with your existing IT infrastructure. Check for compatibility with your current CRM, RMM, and accounting tools to maintain streamlined operations. Evaluate the API capabilities of the PSA software to ensure it can support custom integrations. Look for pre-built connectors or integration marketplaces that can simplify the integration process. Robust integration minimizes data silos and enhances workflow efficiency. Additionally, consider the ease of data migration and synchronization between systems.
- Consider Scalability Select a PSA software that can scale with your growing business needs. Ensure the software can handle an increasing number of users, tickets, and data as your MSP expands. Investigate the software’s capacity for modular upgrades and additional features. Check if the provider offers flexible pricing models that align with your growth stages. Scalability should also encompass performance metrics, ensuring the system remains efficient under higher loads. Investing in a scalable solution prevents the need for frequent software changes, saving time and resources in the long term.
The Best PSA Software for MSPs
PSA Features MSPs Should Look For
- Comprehensive Ticketing System A robust ticketing system is essential for managing customer issues efficiently. Look for features like automated ticket routing, which ensures tickets are assigned to the right technicians. The system should support SLA tracking to maintain service quality standards. Customizable ticket forms can help capture all necessary information upfront. Also, consider features like ticket prioritization and escalation to handle urgent issues swiftly. Integration with email and chat can improve communication and response times.
- Advanced Billing and Invoicing Efficient billing and invoicing are crucial for smooth financial operations. Ensure the PSA software can automate billing cycles based on contracts and usage. Look for features like time tracking, which ensures accurate billing for labor costs. The software should support multiple billing models, including fixed, recurring, and consumption-based billing. Integration with accounting software like QuickBooks or Xero can streamline financial management. Automated invoicing and payment reminders help reduce manual work and improve cash flow.
- Project Management Tools Effective project management tools within the PSA software can enhance productivity. Look for capabilities such as task assignment, progress tracking, and resource allocation. Gantt charts and calendar views can provide a visual representation of project timelines. Features like milestone tracking and budget management ensure projects stay on schedule and within budget. Collaboration tools like file sharing and internal messaging can improve team coordination. Additionally, reporting features can offer insights into project performance and areas for improvement.
- Reporting and Analytics Advanced reporting and analytics are vital for data-driven decision-making. The PSA software should offer customizable reports on key performance indicators (KPIs). Dashboards that provide real-time insights into operational metrics can help monitor performance. Look for trend analysis features to identify patterns and predict future needs. Integration with BI tools can enhance data analysis capabilities. Automated report generation and distribution can save time and ensure stakeholders are always informed.
- Integration and API Capabilities Seamless integration with existing tools is crucial for operational efficiency. Ensure the PSA software has robust API capabilities for custom integrations. Look for native integrations with commonly used MSP tools like RMM, CRM, and backup solutions. The ability to integrate with communication platforms like Slack or Microsoft Teams can improve collaboration. Integration with cloud services like AWS or Azure can enhance service offerings. Ensure data synchronization between systems to maintain data accuracy and consistency.
1. Atera (FREE TRIAL)
Atera is a comprehensive PSA tool designed to streamline IT operations for MSPs and IT professionals. Its PSA features are focused on improving project management, client communication, and billing processes. Key functionalities include automated ticketing, integrated billing, and advanced reporting, all of which aim to enhance operational efficiency and client satisfaction.
Key Features:
- Automated Ticketing: Automatically generate and manage tickets from alerts, ensuring all issues are documented and addressed promptly.
- Integrated Billing: Simplifies invoicing by automating billing processes and integrating with platforms like QuickBooks and Xero.
- Advanced Reporting: Offers customizable reports that provide deep insights into technician performance, ticket resolution times, and customer satisfaction.
- AI Ticket Tagging: Uses AI to categorize and route tickets to the appropriate technician based on predefined rules.
- Mobile Access: Manage help desk operations on the go with a mobile app, allowing for ticket creation, assignment, and resolution from any location.
Pros:
- Streamlined Ticket Management: The PSA module automates ticket routing and management, ensuring efficient issue resolution.
- Comprehensive Reporting: Advanced reporting capabilities help MSPs gain valuable insights into their operations and performance metrics.
- Automated Patch Management: Keeps devices secure by automating the deployment of critical patches, reducing vulnerabilities.
- Real-Time Monitoring: Proactive issue detection and alerts prevent downtime by addressing problems before they escalate.
Cons:
- Complex Platform: The platform’s user interface has many features and takes considerable time to explore.
Start a 30-day free trial.
EDITOR'S CHOICE
Atera is our top PSA tool because it offers a seamless blend of automation and comprehensive management features. Its automated ticketing system ensures efficient issue resolution, while integrated billing and advanced reporting streamline administrative tasks.I found the AI ticket tagging particularly useful for ensuring tickets are routed to the right technician without delay. Atera’s depth of features and mobile access capabilities make Atera an invaluable tool for both established and growing MSPs.
Download: Get a 30-day FREE Trial
Official Site: https://www.atera.com/signup/
OS: Cloud-based, accessible on various platforms
2. Syncro (FREE TRIAL)
Syncro is a robust Professional Services Automation tool integrated with Remote Monitoring and Management designed to enhance efficiency for Managed Service Providers. Its PSA features streamline operations through advanced ticketing, invoicing, and client management.
Key Features:
- Integrated RMM and PSA: Combines remote monitoring and management with PSA capabilities for seamless IT service management.
- Automated Ticketing System: Includes a built-in help desk for efficient ticket creation, assignment, and resolution.
- Client Invoicing and Billing: Automates billing processes, integrates with payment systems, and provides detailed financial reports.
- Scripting and Automation: Offers robust scripting capabilities and a library of pre-built scripts to automate routine tasks.
- Mobile Access: Provides mobile app functionality for managing IT operations on the go, though it has some limitations compared to the desktop version.
By combining RMM and PSA, Syncro simplifies IT service management and improves customer satisfaction with a user-friendly interface and powerful automation tools.
Pros:
- Comprehensive IT Management: Combines all essential IT management tools in one platform, streamlining operations.
- User-Friendly Interface: Easy to navigate and use, which helps reduce the learning curve for new users.
- Powerful Automation: Advanced scripting and automation tools save time and increase efficiency.
- Transparent Pricing: Offers clear per-technician pricing with no hidden fees, making it cost-effective.
Cons:
- Occasional Bugs: Users have reported occasional bugs, though these do not typically affect critical operations.
Start a free trial.
3. SuperOps
SuperOps is an advanced PSA and RMM platform designed to support MSPs in managing their IT services efficiently. The PSA features of SuperOps focus on enhancing client management, streamlining ticketing processes, and automating workflows to boost productivity and profitability.
Key Features:
- Unified PSA and RMM: Combines comprehensive PSA and RMM functionalities in a single platform to streamline IT management.
- Intelligent Ticketing System: Automates ticket creation, assignment, and tracking to ensure efficient issue resolution.
- Client Management: Offers robust tools for managing client data and interactions, enhancing customer relationships.
- Project Management: Utilizes an intelligent Kanban view to manage projects and track milestones effectively.
- Automated Invoicing: Automates billing processes and integrates with platforms like QuickBooks and Xero for seamless financial management.
Pros:
- Comprehensive Integration: Combines PSA and RMM tools in one platform, providing a holistic IT management solution.
- User-Friendly Interface: Features an intuitive and visually appealing interface that simplifies complex tasks.
- Powerful Automation: Leverages AI and automation to streamline workflows and improve operational efficiency.
- Responsive Support: Provides exceptional customer support to assist users in resolving issues quickly.
Cons:
- Complex Notification System: The notification system can take time to explore and get running, although it is highly customizable.
4. BigTime
BigTime is a powerful PSA tool designed to support professional service firms in managing time tracking, billing, and project management. Its PSA features streamline operations, enhance project oversight, and improve financial management, making it a comprehensive solution for various industries.
Key Features:
- Project Management: Gain visibility into tasks, budgets, and staff assignments, enabling better control and oversight of projects.
- Invoicing and Payments: Simplifies the invoicing process with customizable templates and automated payments through BigTime Wallet.
- Resource Management: Enhanced search capabilities on planning boards and advanced resource management tools to optimize staff utilization.
- Time and Expense Tracking: Customizable timesheets, integrated expense tracking, and smart timesheets that auto-fill repetitive data.
- Data and Analytics: Offers advanced reporting features with customizable dashboard tiles and new report center experience.
Pros:
- Comprehensive Toolset: Combines time tracking, billing, project management, and resource allocation in one platform, enhancing overall efficiency.
- User-Friendly Interface: Intuitive design makes it easy for new users to navigate and use the platform effectively.
- Powerful Reporting: Advanced analytics and customizable reports provide valuable insights into business performance.
- Automated Invoicing: Streamlines the billing process, reducing administrative tasks and accelerating cash flow.
Cons:
- Mobile App Limitations: While the mobile app is functional, it lacks some features available on the desktop version, limiting on-the-go management.
- Learning Curve: Some users may find the initial setup and learning curve challenging due to the platform’s extensive features.
5. ConnectWise
ConnectWise PSA is a comprehensive solution designed to streamline operations for IT service providers and MSPs. Its features cover everything from project management and resource allocation to billing and customer communication, making it an all-in-one platform for MSPs.
Key Features:
- Project Management: Provides tools to plan, execute, and monitor IT projects, ensuring they stay on time and within budget.
- Time Tracking and Billing: Tracks billable hours accurately and integrates with billing systems to streamline invoicing.
- Client Communication: Centralizes client interactions and updates, enhancing customer relationships and support.
- Resource Allocation: Optimizes workforce utilization with scheduling and allocation tools.
- Inventory Management: Efficiently tracks and manages IT assets, crucial for service providers.
Pros:
- Comprehensive Toolset: Combines essential IT service management features in one platform, improving efficiency and visibility.
- Advanced Reporting: Highly customizable reports provide deep insights into operations, aiding in decision-making.
- Seamless Integrations: Integrates with popular tools like Microsoft 365, QuickBooks, and Salesforce, enhancing productivity.
- Client Portal: Offers a customer portal for easy ticket submission and access to self-help resources.
Cons:
- Complex Interface: The extensive feature set can make the interface complex and challenging for new users.
- Learning Curve: Requires significant training and onboarding to fully utilize its capabilities.
- Customer Support Delays: Some users report occasional delays in customer support response times.
- Cost: The platform can be expensive, especially for smaller businesses or those with tight budgets.
6. Kantata
Kantata, formerly known as Mavenlink and Kimble, is a cloud-based PSA solution designed to optimize resource management and project delivery for professional service firms. Its robust suite of features helps businesses centralize data, improve visibility, and enhance operational efficiency.
Key Features:
- Resource Management: Tools like the Capacity Forecast and Resource Dashboard help balance supply and demand, optimize staffing, and increase forecast accuracy.
- Financial Management: Streamlines project accounting with real-time visibility, reports, and dashboards, enhancing financial control and revenue recognition.
- Project Management: Provides comprehensive project planning and management capabilities, including Gantt charts and reusable templates to streamline project setup and execution.
- Team Collaboration: Centralizes communication, offering role-based permissions and easy access to critical information for both internal teams and clients.
- Business Intelligence: Built-in BI tools offer ready-to-use reports, customizable dashboards, and data-driven recommendations to support strategic decision-making.
Pros:
- Comprehensive Toolset: Combines resource management, project management, financial management, and business intelligence in one platform, enhancing overall efficiency.
- High Visibility: Offers detailed and high-level views of project and resource data, improving decision-making and forecasting.
- Integration Capabilities: Easily integrates with other key business systems like CRM and financials, streamlining workflows and data sharing.
- Customization: Highly customizable to fit the specific needs of various professional services firms.
Cons:
- Limited Language Support: Currently supports only English, which may limit usability for non-English-speaking teams.
- Cost: Pricing is available upon request and may be higher than some competitors, potentially limiting accessibility for smaller businesses.
7. Autotask PSA
Autotask PSA is a comprehensive, cloud-based professional services automation (PSA) platform designed to streamline IT service management for MSPs. It centralizes business operations, enabling data-driven decisions and improving service delivery and profitability.
Key Features:
- Service Desk: Offers an ITIL-aligned ticketing system that ensures technicians meet SLA targets and resolve issues efficiently.
- Unified RMM Integration: Integrates seamlessly with Datto RMM for a unified service delivery experience, enhancing technician response times.
- Mobile Access: Provides a LiveMobile app for iOS and Android, allowing technicians to stay connected and manage tasks on the go.
- Time Tracking and Billing: Accurately tracks billable hours and automates billing processes to ensure precise financial management.
- Project Management: Includes tools for planning, executing, and monitoring IT projects, helping keep them on time and within budget.
Pros:
- Comprehensive Integration: Combines multiple modules into one platform, integrating with over 250 industry tools for maximum efficiency.
- Automated Workflows: Automates ticket creation and management, reducing manual tasks and improving accuracy.
- Robust Reporting: Provides actionable intelligence through customizable dashboards and widgets, enhancing decision-making.
- Flexible Contract Management: Supports various contract types and billing options, streamlining back-office management.
Cons:
- Learning Curve: Users may find the platform complex initially, necessitating thorough training and onboarding.
- Support Delays: Some users report occasional delays in customer support response times, impacting quick issue resolution.
8. Birdview PSA
Birdview PSA is a comprehensive, cloud-based platform designed to help professional services organizations plan, manage, and forecast their resources, projects, and finances efficiently. Its powerful suite of features is aimed at increasing productivity, streamlining processes, and providing valuable business insights.
Key Features:
- Project Management: Offers both Kanban and Gantt chart views, allowing teams to choose their preferred project management methodology and switch seamlessly between views.
- Resource Management: Includes tools for resource planning, scheduling, and tracking, helping businesses optimize their workforce and project allocations.
- Financial Management: Tracks billable and non-billable hours, manages expenses, and integrates with billing systems to streamline invoicing and financial oversight.
- Business Intelligence: Features an integrated BI engine with over 300 pre-configured dashboards and reports, providing deep insights into resources, projects, and finances.
- Collaboration Tools: Enhances team and client collaboration with features like a free client portal, task comments, file attachments, and real-time notifications.
Pros:
- Flexible Project Views: Allows users to switch between Kanban and Gantt charts, catering to different project management preferences.
- Comprehensive BI: The extensive BI tools offer actionable insights and detailed reporting, enhancing strategic decision-making.
- Strong Financial Tools: Provides robust financial management features that ensure accurate billing and effective budget management.
- Enhanced Collaboration: Facilitates efficient communication and collaboration among team members and clients, improving project transparency and client satisfaction.
Cons:
- Complex Setup: The initial setup and configuration can be complex, requiring a learning curve to fully utilize the platform’s capabilities.
9. Accelo
Accelo is a robust PSA platform designed to streamline operations for MSPs by automating and integrating various business functions. Its PSA features are focused on managing client work, improving productivity, and ensuring accurate billing and reporting.
Key Features:
- Automated Project Management: Provides tools for planning, tracking, and managing projects, including task boards and Gantt charts, to ensure timely delivery and efficient resource allocation.
- Integrated Time Tracking: Accurately tracks billable and non-billable hours with smart timesheets and desktop/mobile timers, simplifying the billing process.
- Comprehensive Invoicing: Automates invoicing with customizable rates, batch billing, and integrations with popular accounting software, ensuring quick and accurate billing.
- Resource Allocation: Includes dynamic resource scheduling and workload dashboards to optimize team utilization and project profitability.
Pros:
- Centralized Operations: Integrates various business functions into one platform, streamlining processes and improving efficiency.
- Strong Automation: Automates project management, time tracking, and invoicing, reducing manual tasks and enhancing accuracy.
- Flexible Reporting: Offers customizable dashboards and reports, providing real-time insights into project and financial metrics.
- User-Friendly Interface: Features an intuitive design that simplifies navigation and use, improving user experience.
Cons:
- Complex Setup: Initial configuration can be complex and time-consuming, requiring a learning curve.
- Learning Curve: Extensive features may require substantial training and onboarding for new users.
My Final Thoughts
While there are tons of PSA solutions to choose from, throughout our testing, we found Atera to be the best solution specifically for MSPs.
Unlike most PSA platforms, Atera was designed with MSPs in mind, with features like automated ticketing and reporting/billing capabilities that make it easy to manage a variety of different clients.
You can test Atera in your network through their free trial. No credit card is needed.
