Datto has enhanced the company's Autotask PSA (professional services automation) software to help MSPs deliver co-managed services to end-customers, the MSP technology company says.The move could position Datto to compete more effectively vs. ServiceNow in mid-market and enterprise MSP accounts, ChannelE2E believes. Indeed, ServiceNow's ITSM (IT service management) software continues to emerge as a popular ticketing platform for integrating MSP service desks with customers' internal IT support functions.Amid that backdrop, Datto says Autotask PSA version 2021.2 supports co-managed workflows between MSPs and customers' internal IT staff members. Key features to note, according to Datto, include:
- The ability to manage visibility and hide tickets as well as internal costs and pricing from co-managed users;
- the creation of Co-Managed Primary Resource and Co-Managed Teams per account to drive more efficient communications;
- the addition of Co-Managed resource options to workflow rules automating the assigning of work and notifications to resources;
- a Ticket Transfer option to indicate who is responsible for working on a ticket and transfer responsibilities if required; and
- email processing updates that associate incoming tickets for the co-managed end user.