Well I just went through another Demo with Autotask and it seems to do everything we need (and then some).
I am surprised, however, that neither connectwise or autotask will allow us to reply by email to a ticket and have that reply become part of the ticket or have the reply be sent to the client. We have that functionality now. It really helps us be responsive.
It certainly seems like Connectwise is looked upon much more favorably in the Kaseya community, but I am still trying to understand how I can justify the increased cost of both the software and the hardware/support.
Connectwise has been talking about a SaaS Hosted version but says it won't be out for another 6 months.
Thanks for the input.
On the email ticket issue. They are telling me that it can't do that. They say that it can update the ticket, but the client won't get a notification of the update.
Can your techs reply to a ticket via email and have that communication go to the client?
This is a late addition but I wanted to add that anyone not using ConnectWise needs to check it out. It's by far the best investment I've made into the company in 15 years (other than people). It's far and away better than anything else out there (andwe've over the past 6-7 years tried (purchased & actively used) a Custom app, Goldmine, Act, Outlook, Heat, TrackIT, PowerHelp (a CRM/SFA App) and we've looked at Remedy, Autotask, Tigerpaw, Salesforce and numerous others. ConnectWise blew them all away. We've been using it for just over two years now and could not be more pleased.