4.5 / 5 29 reviews

Average Ratings

29 reviews
  • 4.5 / 5
  • 4.5 / 5
    Ease of Use
  • 5 / 5
    Customer Service
  • 4.5 / 5
  • 4.5 / 5
    Value for Money

Product Details

  • Starting Price
  • Deployment
    Installed - Mac
    Installed - Windows
  • Training
    In Person
    Live Online
  • Support
    24/7 (Live Rep)
    Business Hours

Vendor Details

  • iSupport Software
  • Founded 1992

About This Software

iSupport, is used by more than 250,000 help desk professionals every day to help them solve their most demanding support issues. iSupport Software two editions (Incident Management and Service Desk) with the power and flexibility to meet your company's needs as they change over time. iSupport enables you to manage Incidents, Problems, Changes, CMDB, Assets, Knowledge, Workflows, and more.

  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Availability Management
  • Billing & Invoicing
  • Change Management
  • Community Forums
  • Complaint Monitoring
  • Configuration Management
  • Contract / SLA Management
  • Contract Management
  • Customer Database
  • Customer Engagement Center
  • Customer Experience Management
  • Dashboard
  • Diagnostic Tools
  • Document Management
  • Feedback Collection
  • File Transfer
  • Help Desk
  • Historical Audit
  • IT Service Desk
  • Inbox / Queue Management
  • Incident Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Multiple Brands / Products
  • Problem Management
  • Release Management
  • Remote Control
  • Screen Sharing
  • Self Service Portal
  • Session Recording
  • Session Transfer
  • Surveys & Feedback
  • Task Management
  • Ticket Management
  • Trouble Ticketing
  • Work Order Management

iSupport Latest Reviews

Automatically translated. Show original review

Wish I had more room for TRUE review...

5 / 5
Ease of Use
5 / 5
Customer Support
Value for Money

Comments: 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.

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.

Automatically translated. Show original review

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

2 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
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