4 Reviews and Ratings
6 Reviews and Ratings
Tech tickets and engineering support. The best thing about iSupport is the ability to make custom views and filters. For instance, I have my view set up so I can see when the case was opened, the priority, product, and the customer. I also set it up so if any case has not been updated for 5 days it will turn red notifying me that I need to update the customer.Incentivized
I think it is well-suited for populations who value social media and being connected in this manner at work. If the population does not value this type of open interaction, it will be underutilized. Many of our baby-boomer generation staff have a hard time seeing the relevancy of a site such as this.Incentivized
Very organizedEasy to track and follow-upGreat for engineers to prioritize and track all incidents and product related requests that are needed. The real time email system is great exposure across the company as well.Incentivized
I think it helps people crowd source an organization for information and resources that may not be easily found.The subjects feature is a great place to develop communities of practice where links, files and communication can be shared.As long as the search engine is optimized / working effectively, it can be a powerful way to access sites and resources across the organization.Incentivized
Although it's great to have everything in one place, it can be a little hard to read sometimes in terms of the amount of tickets and being able to decipher between multiple [issues]. Color coordination might be able to help with this for example.Incentivized
The profile finder is glitchy and rarely comes up with solid results.The site sometimes has glitches, such as subject pages not loading and complete content not appearing on the screen until you refresh or give it an abnormal amount of time to load.The "USAID Search" option should appear first for the search results. It is not intuitive that it is the last search option to select. Often users don't even clearly recognize that they need to select types of search results.Incentivized
Saves time and positive ROI as we don't take the time anymore to hold meetings to discuss all incidents. As a software tool, it is amazingly customizable and gives us tons of control over what each department, support representative, or user can see. This is important for us because we have currently 2 separate support departments using iSupport as well as confidential and personal information that goes through the system.Incentivized
I feel that it has connected colleagues who would have never met in our global organization.I has created a division in the organization between the users and those who oppose its existence.It has been a great place for communication-oriented departments to get their messages out, advertise events, etc.Incentivized