If i am to rate it from 1 to 10 and 10 is the top rating ,i will give it 11.5. The good thing about it is that this is not just a one person opinion, most of the IT members likes its ease of use. Just a small Link on SharePoint or pushed to the desktops and anyone in the Org. can Log a ticket in less than 2 minutes.Integrates with e-mail so you get your e-mail notification to start working on the ticket or as a user with updates on what has being done!!

The reason i am on this website today to talk about the amazing support delivery from GWI. I logged a ticket few minutes after... i was called on my desk with the resolution and full answer to most of my questions that were not even related to the ticket subject ...i am the least to say impressed. This is not the first time i get such response! On the other hand, from my own 1 year experience Csupport 7.0.1.0 is a very easy to use ticket/Incident/problem/change/Asset tracking web based SW. Almost all departments can use it to track tasks assignments and work to be done as in facilities, Marketing....or inter-departments ....etc While IT can track issues, problems changes and Assets and can link all together even KB articles. It integrates very easily with Active directory, MS SQL and SSRS.(For a DBA this is a fortune of Data) It is based on IIS and rich in features, does not take time as a user or rep. to find your way in and manage your work. I am very eager to see Version 9

Needs to be careful with IIS settings and fine tune it to keep the performance acceptable under heavy load(i would presume this would be different from a business to another), once this is settled everything else is fine.

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%.

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.

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.

Frustrating. They aren't going the same direction that my company is. They aren't friendly to undermanned IT departments. What is needed is a more intuitive application. I despise upgrade time.

We can create tickets. We can track tickets. We can close tickets.

Set up, reporting, asset management. They are all clunky. Set up can be very dicey if you deviate at all from their recommendation of having the database hosted on the same server as the application. Since they use MSSQL Server, this is a licensing nightmare as Microsoft will tag you for every user that submits a ticket. We had to purchase 500 user CALs even though we only have 3 individuals working tickets. Considering we have other applications that require MSSQL Server, we would like to limit our licensing cost by using only one SQL Server and having multiple applications access it. Moreover, they have not updated their install manual since about version 8 or so, they are now on ver 17. I have trouble with most upgrades. Generally, some small something goes wrong and I have to call tech support. Funny, it is never the same issue twice and it is always related to some change they have made in the upgrade. Oh, you can't really do a manual install either. It will not let you connect to pre-existing databases. Forget about configuring and running reports, unless it is a canned report. Very unfriendly to setup and to get an acceptable output. They use IIS web server. There is a reason why 90% of the internet uses Apache. It isn't because IIS is so good and stable. Asset Management is very clunky to setup and display. When you have hundreds of devices, sorting them is very difficult unless you have tons of time to customize.

Our company has many ticketing platforms and for our user base, this was an inexpensive and easy to implement tool. We integrated this tool with our email (Outlook) which were then captured in iSupport to be triage. From there tickets were worked. However as we grew, we encountered problems in handling the volume. Configuring the product for things such as user grouping and admin roles was easy in some regards, but could also be cumbersome navigating the areas to make these configurations. Customer support was very helpful though. It was easy to lose track of tickets for follow ups and think they could make a better interface for this area.

Easy to use "out of the box". Integrating with Outlook and other 3rd party tools. Overall attractive User Interface.

Couldn't handle the volume of our users. Cumbersome navigation in the administration area of product.

We manage the helpdesk ticketing system using this software and extend an experience to smoothly submit, track status of the tickets submitted by users.

Features such as mySupport, Chat ability with users. Ability to use same software for multiple work items including problems, incidents, projects, purchase etc..Very user friendly to manage and administer for administrators of the company it serves.

A lot of limitations to the use of the application. They try to fulfill some of the needs of the users/clients in upcoming releases but still far away from being the most intuitive system.