iSupport 2026: Benefits, Features & Pricing

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On this page

Overview
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.

iSupport Screenshots

iSupport Pricing and Plans

Starting price: $699.00 one time

Free Trial

Free Version

Basic

$699.00

one time

No plan information available

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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

Akshika V.

Verified reviewer

Computer Software

201-500 employees

Used weekly for less than 12 months

Review source

Reviewed January 2023

Easy to use and excellent features with a solid helpdesk solution

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Isupport is a ticket-handling platform that assists in the management of issues, incidents, and services. The finest feature is the tracking, which allows you to receive information on where the ticket is and whose team is now holding it. We may examine the entire ticket by looking for the ticket id, which is a unique ten-digit alphanumeric character. The software features a superb ticket management system and asset database, as well as scanning of equipment, is quite versatile and adaptable, and has excellent technical assistance.

Cons:

Isupport provides a mind-blowing chat option. We can use this chat tool to send messages to everyone on the list. However, they can only get the message if they are online. If they are offline, they will be unable to read the message when they reconnect. Sometimes it lags slightly, but other than that, there is nothing to dislike about Isupport, and there are far too many features that can significantly increase the company's regular support and ticket resolution speed.

Ryan H.

Used unspecified for unspecified

Review source

Reviewed April 2010

Wish I had more room for TRUE review...

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%.

Ratings Breakdown

Ease of use

Customer support

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.

Vendor Response

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.

Replied April 2010

Paul D.

Verified reviewer

Hospital & Health Care

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed March 2021

It could be good, but it's getting worse, not better

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.

Ratings Breakdown

Ease of use

Customer support

Functionality

Pros:

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

Cons:

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.

Johnathan M.

Verified reviewer

Computer Software

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed September 2019

Easy to use, but not very robust

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.

Ratings Breakdown

Ease of use

Customer support

Functionality

Pros:

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

Cons:

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

Aman D.

Verified reviewer

Used daily for more than 2 years

Review source

Reviewed May 2018

Very user friendly ticket handling software

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

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Jacob T.

Used daily for more than 2 years

Review source

Reviewed May 2017

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

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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

Michael B.

Used unspecified for unspecified

Review source

Reviewed April 2010

Support Delivery

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!!

Ratings Breakdown

Ease of use

Customer support

Pros:

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

Cons:

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.

Verified

Reviewer

Insurance

1001-5000 employees

Used other for more than 2 years

Review source

Reviewed July 2018

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

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

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Michael G.

Used unspecified for unspecified

Review source

Reviewed April 2010

iSupport is a great product

I highly recommend this product for all the reasons stated, but most important is the support staff at GWI. They truly made the difference before the sale and have maintained that excellence since we've purchased (2+ years and counting).

Ratings Breakdown

Ease of use

Customer support

Pros:

The BEST support staff I've ever worked with by far. The product is easy to use and has done an excellent job of organizing our help desk requests. It is well liked by both the end users and our support staff. We are able to easily create groups and queues for each department. Using templates we have been able to allow the end user the ability to open tickets directly into specific queues. Active directory integration is a huge plus and allows the end user to open tickets with minimal input. Notification options are plentiful and easy to configure. We love the correspondence feature that allows us to easily include full ticket detail in an e-mail to the end user. The PC scan feature is amazing, incredibly useful utility. Numerous Reporting options The product is designed to scale very well

Cons:

I wish printing tickets (when necessary) was a faster process. A few too many clicks to get the printing process to happen. Reports are great and plentiful however because we run the application and the Database on the same server, report generation can sometimes be slow.

Ryan B.

Banking

201-500 employees

Used daily for more than 2 years

Review source

Reviewed March 2017

Best Helpdesk Software Handdown!

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

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