Autotask Community Live 2024: Driving the Future of IT Operations

On Monday, October 28, the Kaseya DattoCon 2024 pre-day event kicked off with Autotask Community Live (ACL) at the historic Eden Roc hotel in Miami Beach. The full day of sessions empowered MSPs and IT pros to elevate their IT operations with innovations, insights and best practices designed for high-performance in today’s dynamic landscape. With a focus on evolving Autotask PSA into an intelligent business operating system, attendees left inspired and ready to harness the latest tools and strategies in the IT ecosystem.

Opening remarks and a warm welcome to the day’s events were given by myself, Travis Brittain, and Wendy Har, Senior Director, Product Marketing, IT Operations Suite at Kaseya. Together, we set the stage for a day of learning, networking and exploring new ways to thrive in today’s competitive IT landscape.

The state of IT operations with Nadir Merchant

Setting the stage, Nadir Merchant, GM of IT Operations Products at Kaseya, shared insights into the current IT landscape. AI and cybersecurity continue to dominate the industry, while customers demand more support than ever — a challenge as MSPs face rising time management pressures. Nadir emphasized the “leaky bucket” issue of cash flow leakage and inefficiencies, a theme that resonated across sessions as experts discussed practical ways to streamline service delivery, manage cash flow and drive growth.

The answer? A unified IT operations platform — Kaseya’s MSP IT Operations Suite — which leverages Autotask, IT Glue, Kaseya Quote Manager and more. Nadir highlighted the benefits of workflow integration: “Customers who consume more of your IT services aren’t as noisy. They trust you more,” he noted, underscoring how integrated services improve client relationships and margins. Attendees learned how the right tools can help automate processes, reduce noise, and strengthen customer loyalty.

Autonomous AI and Cooper Copilot

AI innovation was a major theme, with autonomous Cooper Bots introduced as a game-changing addition. These bots, like Cooper Copilot Smart Relate and Smart Assist for IT Glue, are designed to optimize documentation, detect stale information and streamline support operations. Cooper Copilot’s AI capabilities are already saving hundreds of hours for MSPs, transforming IT documentation management.

For those eager to enhance their operations even further, a Smart SOP Generator for IT Glue is set to launch in early 2025, along with the new Smart Ticket Triage feature in Autotask. This tool will allow MSPs to automate ticket assignments, drastically reducing time spent on manual triage.

The future of PSA with Kevin Sequeira

Kevin Sequeira, GM of PSA at Kaseya, provided a forward-looking view into the evolution of PSA, shifting it from a ticketing system to a business operating system. Autotask’s goal is to ensure service delivery that’s customer-centric, intelligent and ultimately “ticketless.” With AI-driven tools like Cooper Copilot’s Smart Ticket Summary and Smart Writing Assistant, ticketing becomes a breeze, saving time and enabling more consistent, high-quality service.

Autotask product update: Powerful new features and exciting enhancements ahead

The Autotask Product Update, led by Alex D’Aquila, Sr. Product Manager at Datto, and Christina Santiago, Product Manager at Kaseya, outlined new and upcoming features designed to streamline workflows and improve user experience. Here’s a breakdown of what’s new and what’s coming next:

Recently released features

• Cooper Copilot for Autotask: Smart Ticket Summary, Smart Writing Assistant, Smart Resolution Summary
• Integrated Customer Billing & Service Ticketing
• VSA 10 Sync & Remote Control
• Microsoft Teams Integration
• Multi-Contract Update Wizard
• 75 Enhancement Requests addressed to improve user experience

Coming this year

• Progressive New UI Rollout: Redesigned dashboards, customizable navigation and a drag-and-drop widget feature, now in dark mode
• New Inline Editor for faster, more efficient ticket management
• Umbrella Contracts for streamlined, bundled service offerings
• QuickBooks Online Integration Update

What’s coming in 2025

• Updated Dashboards: User-friendly design improvements, customizable widgets and a sleek, colorful look
• Enhanced Navigation: Bookmark active work so users can easily continue tasks across Autotask pages
• In-App Notifications: Real-time updates for efficient task tracking

These product enhancements reflect Kaseya’s commitment to helping MSPs work smarter, improve service delivery and boost client satisfaction. With seamless integrations and intelligent automation, Autotask is evolving to meet the demands of the modern MSP.

When we asked attendees what updates they were most excited about, Thomas Dukeshire, Owner of Rural Solutions in Saint Albans, Vermont, shared, “Being able to edit a ticket without having to open the whole ticket is going to be a game-changer. I’m also really excited about umbrella contracts. It shows how PSA can manage our business operations, so I don’t have to outsource to other firms. With umbrella contracts, we can offer remote, all-you-can-eat services, bundling everything into one comprehensive agreement. My goal is to get comfortable enough with the system to automate everything seamlessly, so if a customer has an issue, they can access the client portal, and I can resolve it quickly.”

Best practices for service desk excellence

In the “Supercharge Your Service Desk Process” workshop, product managers José Anthony Quintero and Shikhar Chatrath shared practical tips on optimizing Autotask’s user experience. They walked attendees through using Speed Codes, actionable dashboards and a clear, intuitive ticket structure to reduce cognitive load and enhance efficiency. This was only one of several sessions dedicated to maximizing productivity, proving that even small adjustments to workflows can yield big results.

Game-changing integration: The trifecta of Autotask, IT Glue and Datto RMM

The Trifecta Effect session, led by Natalie Mayo and Sara Zorica, spotlighted the powerful synergy achieved by integrating Autotask PSA, IT Glue and Datto RMM. As attendees learned, this trifecta enables nearly instant service, enhanced documentation, and real-time remote management. By connecting these systems, MSPs can boost their productivity while keeping service delivery smooth and efficient — a win-win for both teams and clients.

Fireside chat: Strategies for building a winning service desk team

The Fireside Chat featured insights from two industry thought leaders: Erick Simpson, MSP Expert, Channel Influencer & Thought Leader, and Jason Etheridge, Founder and President of Logic Speak. Together, they shared invaluable advice on hiring, coaching and career growth for service desk teams.

Erick and Jason highlighted actionable strategies to attract and retain top talent, stressing the importance of hiring for cultural fit and establishing a well-defined career path. “Hiring for culture and core values is key — you can teach technical skills,” Jason explained, reflecting a shared belief in building teams aligned with company values.

For ACL attendees like Jim Guinn, Support Team Manager at LBMC Technologies in Knoxville, Tennessee, the chat was a highlight: “I really enjoyed the Fireside Chat with the various business owners discussing their approaches to building support teams — specifically how they’re hiring and training the right people.”

Insights from industry leaders

Attendees found tremendous value in the Industry Leaders Panel, where experts shared actionable tips on growth, metrics, and the value of peer networks.

“Autotask Community Live gives us a place to connect with people who truly know the challenges of running an MSP — without the competition aspect,” shared Robert Salm, CEO of Setanta Solutions Inc. in Kemptville, Ontario, Canada.

This unique environment allowed MSPs to engage with peers on shared challenges and solutions. For many, it was a rare opportunity to connect meaningfully and build professional relationships within the MSP community.

Closing with practical workshops and sponsor showcases

To wrap up, hands-on workshops like “Configure New Customers and Services Profitably” helped MSPs navigate cost tracking, pricing strategies and accurate contract setup for maximizing profits. Sessions ended with sponsor quick-fire presentations by TimeZest, Moovila and Pia, and an engaging discussion on DNS control led by Jonathan Barnett, Lead Product Manager at OpenText Cybersecurity, adding even more practical insights for attendees to bring home.

In summary: Autotask Community Live delivered actionable insights

The energy at Autotask Community Live was inspiring, as attendees left equipped with cutting-edge knowledge, practical skills and the motivation to take their IT operations to the next level. From AI innovations to proven service desk strategies and collaborative community sessions, it’s clear that Autotask is driving the future of IT for MSPs worldwide.

To wrap up a fantastic day of learning and networking, all ACL guests enjoyed a lively happy hour, where they could connect with peers and speakers in a relaxed setting.

Stay tuned for the next two days of events at Kaseya DattoCon 2024 — there’s even more to come!