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.
Brandon from Mukilteo School District
Employees number: 1,001-5,000 employees
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.
The functionality is great. There are so many features. Working with the layout for the portal in MySupport is user friendly.
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
Employees number: 1,001-5,000 employees
It's very stable, customizable, and easy to use and understand. Most updated and changes are only a few clicks and they're done.
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
Employees number: 201-500 employees
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.
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.
Aman from SCO Family of Services
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.
Jacob from OmniTRAX
1. There is a ton of customizability and features
2. Works "out of the box" fairly well
3. Has a lot of functionality and could be used for a variety of environments
4. Interface is fairly modern in looks, although more to say on this in the "cons" section
5. Tons of data and reporting available
1. While there is a lot of customizability and features, they are difficult to configure
2. The interface is fairly modern in how it looks, but clunky in design. The recent UI overhaul made it somewhat more difficult to use. They need to invest in some better UI design
3. Difficult to create reports and new views
4. Good software if you have the resources to customize, not great if your admins are not tech savvy
5. The user-facing portal is ugly and very difficult to manage
Kristen from Transcendent
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.
Judith from YMCA of Metro Chicago
Overall, one of the best help desk systems I've worked with.
Fairly intuitive and easy to customize views. Good automation options for workflow notifications.
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.
Saffron from TERROS
I would recommend iSupport.
The interface is great from a user standpoint.
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.
Ryan from Reeves Import Motorcars
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%.
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.
Response: iSupport Software, iSupport Software
Date: April 2010
Most of our clients use our solution for internal ITSM. We would be happy to schedule some time to go over how you have iSupport set up to find ways to better fit that need in your environment.
Erik from Reliance Managed Services BV
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.
- Ease of setup
- 100% Web-based, multiple browsers
-Completely customizable to your own needs
-includes CMDB and auto asset scanning (agent-less)
- no CLI features
- no billing features
Anne from ECONET
Go get it. It's a great product. (No, I don't work there!)
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.
Can't think of any Really.
Pamela from Polyair Canada Limited
A good product especially for smaller companies that don't want the overhead of some of the larger products.
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.
The asset management component hasn't really worked for us.
Michael from J. J. Powell, Inc.
Highly recommend for any size company.
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.
Takes a little knowledge to install, but the documentation is good and tech support is there if you need it.
Eric from IES
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.
easy to upgrade
new charts and gauges
multiple email addresses
Needs more reporting around surveys
Need to be able to mass upload catagories by spreadsheet.
need to be able to customize portal more
Nancy from USS Posco
I would recommend this product because of all of the features are in one product
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.
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
tony from alpha systems
good product that is getting better
easier to use
needs more features we request especially splitting up the dbs
Harsh from PCI
I would suggest this product to other people looking to update their support application.
Great support staff
Stable and flexible features.
Customizable modules to fit our needs.
somewhat complex implementation.
Jason from Ruden McClosky
Total recomendation - it's a great product and we've had no problems in the years we've had the product.
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...
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.
Sara from Terra Community College
I would highly recommend this product.
Easy to implement; easy for end users and support staff to use; their customer support and technical support is very helpful!
David from TERROS, Inc.
If you're looking for a great help desk application that integrates well into a Windows environment - then look no further!
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.
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.
Patricia from Preferred Health Professionals
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.
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.
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.
Kim from IVRS
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.
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
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.
Jim from Tax Technologies Inc
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.
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
Uses SQL reporting services which can be hard to configure reporting for external access.