iSupport Software


 

iSuppport is a help desk solution designed for small and midsize companies that offers incident management, problem management, change management, end user self-support and reporting functionalities within a suite.

iSupport allows users to manage all the aspects of the help desk process including incident, change and deployment approvals from a single solution. The incident management functionality of the solution combines incoming requests from multiple sources such as phone, email, chat and discussion forums and routes them to the appropriate staff based on defined business rules.

iSupport features mySupport which allows users to share the self help material with team members. This feature also allows users to manage help desk discussion forums and live chat with end users.

iSupport features asset tracking which allows users to track all the IT assets with the help of scanning techniques and network queries. Users can schedule scans, maintain a log of historical issues and use the information for improving the quality of help desk services.

 

iSupport - Asset tracking
 
  • iSupport - Asset tracking
    Asset tracking
  • iSupport - Incident management
    Incident management
  • iSupport - Live chat
    Live chat
  • iSupport - Problem management
    Problem management
  • iSupport - Reporting
    Reporting
  • iSupport - Self support
    Self support
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

28 Reviews of iSupport

 

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Software Advice Reviews (3)
More Reviews (25)

Showing 1-3 of 3

Brandon from Mukilteo School District
Specialty: Education
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

March 2017

March 2017

iSupport Review

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

I like the features and only know I scratch the surface. I tried to explore the support to find tutorials and documentation, but haven't been successful.

Pros

The functionality is great. There are so many features. Working with the layout for the portal in MySupport is user friendly.

Cons

I am new at using iSupport on a back-end level. I am seeing the many functions, but I feel we only use a small percentage of what is available because of the time it takes to learn and implement all the features. This tool can be overwhelming. I have to work on it regularly, otherwise I forget, but I am new and haven't had formal training.

 
 

Jeff from Cleveland Brothers Equipment
Specialty: Construction
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

March 2017

March 2017

I would recommend iSupport to any company looking for a work-tracking solution.

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

It's very stable, customizable, and easy to use and understand. Most updated and changes are only a few clicks and they're done.

Cons

It is lacking some features that myself and others agree aren't too much to ask. For example, the ability to backdate a ticket if it is put here after its original occurrence.

 
 

Ryan from EVB
Specialty: Banking
Number of employees: 201-500 employees Employees number: 201-500 employees

March 2017

March 2017

Best Helpdesk Software Handdown!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I like the ability to do just about anything you can imagine. Updates are small and quick, free training all the time, Enhancement requests are actually looked out and almost all are implemented.

Cons

I have not found anything that I don't like about the product. We have been using this product for going on 3 years now.

 
 
 
Showing 1-20 of 25

Kristen from Transcendent

November 2016

November 2016

Decent Ticketing System

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

iSupport is a web based ticketing system that you can use for incident management and project management. It also has a Knowledgebase piece, but after an update it stopped working at a company I worked for.

Source: Capterra
 

Judith from YMCA of Metro Chicago

May 2010

May 2010

YMCA review from Information Systems

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Overall, one of the best help desk systems I've worked with.

Pros

Fairly intuitive and easy to customize views. Good automation options for workflow notifications.

Cons

Some options seems global to company, maybe not to different departments. Thinking mostly around notification options. Most reports are too basic and not useful, some are good. Would be great to be able to manipulate existing reports as save as copies without having to purchase advanced reporting tools.

Source: Capterra
 

Saffron from TERROS

May 2010

May 2010

Great product, but still needs additional features

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

I would recommend iSupport.

Pros

The interface is great from a user standpoint.

Cons

The ticket system if heavily geared toward external customers, but it would be helpful to have additional features and tools for companies who use iSupport for internal customers. There is currently no capability to present dashboards to all of the end users.

Source: Capterra
 

Ryan from Reeves Import Motorcars

April 2010

April 2010

Wish I had more room for TRUE review...

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Honestly we have dumped the End User Desktop as a portal and have instead implemented a Joomla Portal and "plugged in" the incident submission and view open incidents because the front-end is too weak when compared to what else is out there. That being said we also use it internally.
The FAQ has been changed since (possibly before 7.6) and it is still broken.

If you are supporting external customers with SLAs then this product is great.
If you are supporting internal customers then this product can be difficult to wrap your head around but it can work and work well. The reporting is there and is solid.

The good thing about this product is it is so solid that you don't have to worry about it. You can set it up and it works just as well today as it did when it was installed years ago. The support is amazing and they are always willing to work with you even when the circumstance may seem a little out of their scope.

I recommend this product 100%.

Pros

CUSTOMER SERVICE!
I have been with GWI since release 4.0 (still have my mini admin guide and such). Every issue I have had was able to be fixed. Not only that but they remotely connected into my box and fixed it for me.
There are a lot of features in their product and they continually are looking inward to their customers for ideas for new features.
The product is VERY VERY STABLE. I don't think I've had to ever reboot the server from anything GWI related.
Finally with 9.0 GWI has brought support for Firefox, Safari and Chrome.

Cons

IN MY INSTALLATION...
The product is built (really) for EXTERNAL customers who have signed up for X,Y or Z service agreement.
In our installation our customers are internal and so there are quite a few of the features that we simply cannot use like Workflow Templates and SLAs.
Also you get into a situation where Hierarchy Templates are not usable because they are not launched via the normal ticket entry so for my installation I have to create a menu structure with hundreds of templates for each of my uses. This is not good for a department of 2 that supports over 300 users and over 1200 devices total.
The last thing I would like to say is that I am still waiting for them to connect a person to an asset when a ticket is submitted. So in other words when a user visits the End User Desktop from computer X there is no way to tell that they submitted the ticket from computer X and not Y. We have users that move around and I've been looking for this for years.

Source: Capterra
 

Erik from Reliance Managed Services BV

April 2010

April 2010

Excellent Service Management Tool

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

c.Support has been our Service Management tooling for over 10 years now. Over that period the tooling has been our most stable business application.

Because of the ease of setup and customizability we have been able to implement the entire Tooling internally without the need for workarounds or customized options.

Pros

- Ease of setup
- 100% Web-based, multiple browsers
-Completely customizable to your own needs
-includes CMDB and auto asset scanning (agent-less)
-Excellent support

Cons

- no CLI features
- no billing features

Source: Capterra
 

Anne from ECONET

April 2010

April 2010

Full of great features and great support

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Go get it. It's a great product. (No, I don't work there!)

Pros

Full featured, including helpdesk, change, assets. Uses LDAP to connect to our Active Directory. Extendable and fully customizable. The customer support from GWI is some of the best I've ever come across... they are fast to respond and very knowledgable. Price is reasonable especially considering the features.

Cons

Can't think of any Really.

Source: Capterra
 

Pamela from Polyair Canada Limited

April 2010

April 2010

Great Product!

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

A good product especially for smaller companies that don't want the overhead of some of the larger products.

Pros

We've been using it since c.Support 2003. It was easy to get setup and the training experience was well done. It's easy to use. Upgrading has been quick and easy. Any time we've required technical support, I've found the support team knowledgeable and friendly, and quick to respond.

Cons

The asset management component hasn't really worked for us.

Source: Capterra
 

Michael from J. J. Powell, Inc.

April 2010

April 2010

GWI Software--Value and Performance

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Highly recommend for any size company.

Pros

Web based software is easy to configure and offers access across a company WAN. Flexible enough for any type of business. Technical support is very responsive and thorough. The follow up is also a welcome benefit. We reviewed more than a few products and GWI has met every expectation. We're glad we chose iSupport.

Cons

Takes a little knowledge to install, but the documentation is good and tech support is there if you need it.

Source: Capterra
 

Eric from IES

April 2010

April 2010

I support9

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Isupport as whole is a great product for a small to medium size business. It has the functionality of some of the larger products without the huge implentation strategy. It has worked great for us and I would recommend for anyone that needs a easy to setup feature rich product.

Pros

easy to upgrade
new charts and gauges
multiple email addresses

Cons

Needs more reporting around surveys
Need to be able to mass upload catagories by spreadsheet.
need to be able to customize portal more

Source: Capterra
 

Nancy from USS Posco

April 2010

April 2010

Very Easy

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

I would recommend this product because of all of the features are in one product

Pros

We have had versions 9.0 since December and we really like it. I was part of the team to implement the product and found it really easy. Now that we have been working on it for 4 months I can see all of the benefits offered.

Cons

I don't like that there is no single tab to open an incident it's just a little thing but I am used to just clicking once to get to an blank incident

Source: Capterra
 

tony from alpha systems

April 2010

April 2010

getting better

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

good product that is getting better

Pros

easier to use

Cons

needs more features we request especially splitting up the dbs

Source: Capterra
 

Harsh from PCI

April 2010

April 2010

evaluate and implementation

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

I would suggest this product to other people looking to update their support application.

Pros

Great support staff
Stable and flexible features.
Customizable modules to fit our needs.

Cons

somewhat complex implementation.

Source: Capterra
 

Jason from Ruden McClosky

April 2010

April 2010

Does the job and does it well

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Total recomendation - it's a great product and we've had no problems in the years we've had the product.

Pros

We've been using Csupport, now called Isupport for a couple years now and its been really good. It's one of those products that you use and it just works, and since you never really have any trouble, you almost forget it's there. The couple times i've had trouble with an upgrade, their tech support has been pretty much perfect, they're willing to bend over backwards to make you happy. I only wish that some of my other software products were so good...

Cons

Although it's been improved greatly from earlier versions, it would be cool if it had better graphs and charts to show workflow and productivity.

Source: Capterra
 

Sara from Terra Community College

April 2010

April 2010

GWI Software is great!!

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

I would highly recommend this product.

Pros

Easy to implement; easy for end users and support staff to use; their customer support and technical support is very helpful!

Cons

Costly product

Source: Capterra
 

David from TERROS, Inc.

April 2010

April 2010

Flexible Software with Outstanding Support

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

If you're looking for a great help desk application that integrates well into a Windows environment - then look no further!

Pros

iSupport is easy to install and configure. Highly customizable tabs, views, ad hoc reports, and more make it very flexible and easy to use (for both technicians and end users). GWI's tech support is wicked-fast, friendly, and highly knowledgable.

Cons

My only complaint, and it's a mild one, is that some of the configuration settings can be difficult to locate. Other than that, I have only feature requests for future versions.

Source: Capterra
 

Patricia from Preferred Health Professionals

April 2010

April 2010

Our help desk experience

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Of all the help desk software programs that I've used - both at work and in volunteer positions - this is far and away the best one I have ever used. The Customer Service is excellent - I have never had to wait more than a couple of hours to get a response from GWI and their staff is always knowledgeable and easy to communicate with about my issues.

Pros

I love the new rep interface which has dashboards so that I can graphically see the numbers and kinds of help tickets out there. I love the email notifications of new tickets, updates, etc. It's great having the history to go back to review when a similar incident occurs.

Cons

I haven't figured out how to get the report feature to rate how quickly I respond to requests, taking into consideration the type of request and my work hours, etc. The report may be out there, but I haven't had time to search for it. Each version of the support software has gotten better and better about report capability, so it may be there, but just kind of hidden.

Source: Capterra
 

Kim from IVRS

April 2010

April 2010

i.support review Apr 2010

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

This is a very well designed product. It is complex in its functionality but a very powerful tool. though it is complex and powerful, it is very easy to learn how to use. I highly recommend to any agency to review this product in conjunction with their business needs as I believe they will find that it exceeds their business needs and may even offer ideas to improve internal processes that may be holding them up from streamlining certain processes.

Pros

1. Functionality is wonderful
2. Features exceeds our business needs
3. The minimal training we recieved was thorough
4. The help and online help is excellent and very well written
5. Customer support from GWI is outstanding

Cons

1. When spell checking it covers the paragraphs so you cannot see what you are spelling.
2. Notifications pile up if that feature is not turned on. Then when it is turned on, old notifications go out to help desk support and users.

Source: Capterra
 

Jim from Tax Technologies Inc

April 2010

April 2010

Excellent Software

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

I would recommend this software to anyone looking to do incident management or change management in thier enviroment. It is very easy for IT personel to manage and support.

Pros

Very configurable for individual needs
Easy for users to learn
Easy for customers to use and submit request
Great change management utilities
Nice ticket routing capabilities
All Web based, easy server inhouse implimentation
Great upgrade and support from GWI

Cons

Uses SQL reporting services which can be hard to configure reporting for external access.

Source: Capterra
 

Tejan from PETA

April 2010

April 2010

amazing product with great customer service

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Would recommend this product.

Pros

We have this product for hour helpdesk ticketing system. It is exactly as we expected with the flexibility of installing the back-end database on a seperate sql server with sql cluster for redundancy.

Cons

Asset tracking could be better which could include bar code scanning and assigning asset numbers.

Source: Capterra
 

Robert from MATRIX Resources Inc

April 2010

April 2010

Feature Rich Support System for a Great Price

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

I would recommend GWI iSupport software as it has meet our needs. GWI iSupport is easy to configure and maintain. GWI releases updates with feature that are great pretty regularly. Their support staff is great to talk with and are very helpful.
I changed a setting and could not figure out how to get back to the original settings. I called GWI and they remoted into my system and bailed me out once again.
We love GWI.

Pros

The GWI iSupport software was easy to install and setup. We were up and running in just a few days. Modifications are easy to implement and the product is easy to use.
We feel that after extensive testing of other product we made the right discission and chose GWI iSupport.
When we had to call GWI for support the staff is extremly helpful and knowledgeable.

Cons

We love GWI.

Source: Capterra