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.

Supported Operating System(s):
Windows 7 , Windows Vista , Windows XP , Mac OS , Web browser (OS agnostic) , Windows 2000 , Windows 8 , Windows 10

31 Reviews of iSupport

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  • Verified Reviewer

    Number of employees: 1,001-5,000 employees

    July 2018

    iSupport had a lot of wonderful features, but it started to get very slow.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Overall an awesome product that delivers a tried and tested ticketing system.

    Pros

    A lot of awesome functionality. Mass manipulation of tickets and linking tickets to together in parent-child relationships.

    Cons

    Speed was awful after using it for about a year with 1500-2000 users submitting tickets daily. even with the added customization. Their support was difficult to contact at times.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Aman from SCO Family of Services

    May 2018

    Very user friendly ticket handling software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

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

    Pros

    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.

    Cons

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jacob from OmniTRAX

    May 2017

    iSupport provides a feature-filled, if somewhat immature ticketing system

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    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

    Cons

    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

    Review Source: Capterra
  • Brandon from Mukilteo School District

    Specialty: Education

    Number of employees: 1,001-5,000 employees

    March 2017

    iSupport Review

    Ease-of-use
    Functionality
    Quality
    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

    March 2017

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

    Ease-of-use
    Functionality
    Quality
    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

    March 2017

    Best Helpdesk Software Handdown!

    Ease-of-use
    Functionality
    Quality
    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.

  • Kristen from Transcendent

    November 2016

    Decent Ticketing System

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra
  • Judith from YMCA of Metro Chicago

    May 2010

    YMCA review from Information Systems

    Ease-of-use
    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.

    Review Source: Capterra
  • Saffron from TERROS

    May 2010

    Great product, but still needs additional features

    Ease-of-use
    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.

    Review Source: Capterra
  • Ryan from Reeves Import Motorcars

    April 2010

    Wish I had more room for TRUE review...

    Ease-of-use
    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.

    Review Source: Capterra

    Response: iSupport Software, iSupport Software

    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

    April 2010

    Excellent Service Management Tool

    Ease-of-use
    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

    Review Source: Capterra
  • Anne from ECONET

    April 2010

    Full of great features and great support

    Ease-of-use
    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.

    Review Source: Capterra
  • Pamela from Polyair Canada Limited

    April 2010

    Great Product!

    Ease-of-use
    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.

    Review Source: Capterra
  • Michael from J. J. Powell, Inc.

    April 2010

    GWI Software--Value and Performance

    Ease-of-use
    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.

    Review Source: Capterra
  • Eric from IES

    April 2010

    I support9

    Ease-of-use
    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

    Review Source: Capterra
  • Nancy from USS Posco

    April 2010

    Very Easy

    Ease-of-use
    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

    Review Source: Capterra
  • tony from alpha systems

    April 2010

    getting better

    Ease-of-use
    Quality
    Support

    good product that is getting better

    Pros

    easier to use

    Cons

    needs more features we request especially splitting up the dbs

    Review Source: Capterra
  • Harsh from PCI

    April 2010

    evaluate and implementation

    Ease-of-use
    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.

    Review Source: Capterra
  • Jason from Ruden McClosky

    April 2010

    Does the job and does it well

    Ease-of-use
    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.

    Review Source: Capterra
  • Sara from Terra Community College

    April 2010

    GWI Software is great!!

    Ease-of-use
    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

    Review Source: Capterra
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