iSupport 2026: Benefits, Features & Pricing

Wondering if iSupport is right for your organization?

Our Help Desk Software selection experts can help you in 15 minutes or less.

On this page

Overview
User Interface
Popular Alternatives
Pricing and Plans
Features
Integrations
User Reviews

Overview

iSupport

4.3

(34)

Pricing

Starting at $699.00 one time

About iSupport

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.

Wondering if iSupport is right for your organization?

Our Help Desk Software selection experts can help you in 15 minutes or less.

iSupport User Interface

Popular iSupport Alternatives

Main Product

iSupport

4.3

(34)

Ratings Breakdown

4.35Ease of use
4.17Value for money
4.58Customer support
4.20Functionality

Pricing

Starting at $699.00 one time

Get Price

Alternative Product

JIRA Service Management

4.5

(761)

Ratings Breakdown

4.25Ease of use
4.31Value for money
4.30Customer support
4.46Functionality

Pricing

Starting at $20.00 per month

Get Price

Alternative Product

Freshservice

4.5

(676)

Ratings Breakdown

4.56Ease of use
4.43Value for money
4.55Customer support
4.31Functionality

Pricing

Starting at $29.00 per month

Get Price

Alternative Product

SysAid

4.5

(508)

Ratings Breakdown

4.47Ease of use
4.55Value for money
4.51Customer support
4.47Functionality

Pricing

Available upon request

Get Price

Alternative Product

InvGate Service Management

4.6

(108)

Ratings Breakdown

4.69Ease of use
4.48Value for money
4.64Customer support
4.48Functionality

Pricing

Starting at $17.00 per year

Get Price

Alternative Product

Zendesk Suite

4.4

(4068)

Ratings Breakdown

4.33Ease of use
4.16Value for money
4.26Customer support
4.36Functionality

Pricing

Starting at $39.00 per month

Get Price

iSupport Pricing and Plans

Starting price: $699.00 one time

Free Trial

Free Version

Basic

$699.00

one time

No plan information available

Confused about pricing? We've got you covered.

Get a personalized pricing breakdown tailored to your specific needs—no guesswork, no generic estimates.

iSupport Features

Popular features found in Help Desk
Access Controls/Permissions
Activity Dashboard
Alerts/Escalation
Automated Routing
Collaboration Tools
Macros/Templated Responses
Multi-Channel Communication
Real-Time Notifications
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Workflow Management
More features of iSupport
API
Asset Tracking
Availability Management
Call Center Management
Change Management
Configuration Management
Contract/License Management
Customer Database
Customizable Branding
Dashboard
Diagnostic Tools
Email Management
Incident Management
Interaction Tracking
Key Performance Indicators
Knowledge Base Management
Live Chat
Mobile Access
Performance Metrics
Problem Management
Project Management
Queue Management
Real-Time Chat
Remote Access/Control
Screen Sharing
Session Recording
Social Media Integration
Support Ticket Management
Surveys & Feedback
Ticket Management

iSupport Integrations

Microsoft Entra ID

Microsoft Excel

iSupport User Reviews

Overall Rating

4.3

Ratings Breakdown

38%

50%

12%

Secondary Ratings

Ease of Use

4.4

Value for money

4.2

Customer support

4.6

Functionality

4.2

Harsh S.

Used unspecified for unspecified

Review source

Reviewed April 2010

evaluate and implementation

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

Ratings Breakdown

Ease of use

Customer support

Pros:

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

Cons:

somewhat complex implementation.

Daniel S.

Used unspecified for unspecified

Review source

Reviewed April 2010

Great product for small/medium sized company that doesn't need a lot of customizations

Great product for the small to medium sized company. If you need to do a lot customization, this is not the product for you. Over the years owning this product they have brought the product to next level. Looking forward to working with GWI Software to see other enhancements.

Ratings Breakdown

Ease of use

Customer support

Pros:

You can create as many different views/queries as needed for viewing all items (tickets or other types of items) and if you want they can be private or shared (security) with selected groups (or all). Can setup to keep all the locations based tickets in one Location/Site for routing proposes. Great AD integration. Reporting services are great to distribute reports to managers. Has a change management module for SOX compliance.

Cons:

When sending out updates about tickets, do not have the ability currently to add your custom fields to the notification email. When upgrading from previous version, you do not have the ability to look at your old views/queries were. Knowledge base searching for the customers is very weak (can only search one word), when you add multiple words it does a OR instead of a AND. When adding knowledge entries it would be nice to add multiple categories for one entry. Survey module is limited when reporting.

tony w.

Used unspecified for unspecified

Review source

Reviewed April 2010

getting better

good product that is getting better

Ratings Breakdown

Ease of use

Customer support

Pros:

easier to use

Cons:

needs more features we request especially splitting up the dbs

Jeff L.

Construction

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed March 2017

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

Ratings Breakdown

Ease of use

Customer support

Functionality

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.

Brandon T.

Primary/ Secondary Education

1001-5000 employees

Used weekly for more than 2 years

Review source

Reviewed March 2017

iSupport Review

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.

Ratings Breakdown

Ease of use

Functionality

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.

Patricia C.

Used unspecified for unspecified

Review source

Reviewed April 2010

Our help desk experience

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.

Ratings Breakdown

Ease of use

Customer support

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.

Kim B.

Used unspecified for unspecified

Review source

Reviewed April 2010

i.support review Apr 2010

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.

Ratings Breakdown

Ease of use

Customer support

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.

Kimberly B.

Used unspecified for unspecified

Review source

Reviewed April 2010

Excellent Product

Easy to use, Easy to install, Fast & Friendly Customer Service & Support. I would recommend this feature rich software for customers looking for a solution to run their World Class Service Desk.

Ratings Breakdown

Ease of use

Customer support

Pros:

The multiple area's of iSupport for service techs to access information from is invaluable. The dashboard features are easily enabled. Ad-hoc reporting combined with the views offers both customers and reps with a variety of reporting that satisfies everyone's needs. The ability to turn on features, such as CMDB, Asset Management, and Problem Management as we prepared our implementation made our migration from the earlier versions easier.

Cons:

Would love for GWI to offer more of the "No-cost to customers" on-line tutorials such as the Hierarchy Designs.

Robert P.

Used unspecified for unspecified

Review source

Reviewed April 2010

Feature Rich Support System for a Great Price

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.

Ratings Breakdown

Ease of use

Customer support

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.

Jason C.

Used unspecified for unspecified

Review source

Reviewed April 2010

Does the job and does it well

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

Ratings Breakdown

Ease of use

Customer support

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.

Showing 1 - 10 of 34 Reviews

See All Reviews