Name: iSupport
Rating: 5.1 (4 reviews)
Author: iSupport

Help Desk

Web and Video Conferencing

Customer Support

Cross-Browser Testing

PHP Frameworks

Development

Learning Management

Education

Business Intelligence (BI)

Collaboration

Demand Planning

Enterprise Content Management

Enterprise Feedback Management

Facility Management

Knowledge Management

Payment Facilitation

Enterprise

Accounting

Blockchain Payments

Cryptocurrency Wallets

Hedge Fund

Finance and Accounting

ACA Compliance

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Change Management

Cloud Storage

Embedded Database

Endpoint Security

Fraud Detection

Function as a Service (FaaS)

Graph Database

Infrastructure-as-a-Service

Integration Platform as a Service (iPaaS)

Network Attached Storage

Network Performance Monitoring

Object Storage

Privileged Access Management

Rack Servers

Storage as a Service (STaaS)

Technology Business Management

Value Stream Management

Website Hosting

Information Technology

A/B Testing

Account-Based Marketing (ABM)

Ad Serving & Retargeting

All-in-One Marketing

Contact Management

Content Management

Creative Management

Customer Advocacy

Email Marketing

Marketing Automation

Social Media Management

Survey & Forms Building

Translation

Web Analytics

Marketing

Project Management

Video Conferencing

Professional Services

Auction Software

Customer Relationship Management (CRM)

Headless eCommerce

Lead Management

Sales Incentive Compensation Management

Sales

Data-Centric Audit Protection (DCAP)

Database Security

Operational Technology (OT) Security

Security

Aviation

Civil Engineering

Computer-Aided Manufacturing (CAM)

Healthcare Learning Management

Lease Management

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### Ticket Management
The reviews of iSupport's ticket management system showcase a mix of positive and negative feedback. Users appreciate the ease of submitting tickets and receiving prompt responses upon ticket creation. However, there are concerns about the clunkiness of asset management setup and reporting functionalities. Some users find the setup process challenging, especially when deviating from recommended configurations. Additionally, issues with upgrades and database connectivity have been reported, impacting the overall user experience. Despite these challenges, iSupport's ticket management functionality remains a key aspect of its service offering.

### Incident Management
Users seem to appreciate iSupport's efficient incident management features. Reviewers highlight the platform's ability to streamline issue resolution and track tickets effectively. While some users find the incident management capabilities to be a strong point, others express mixed opinions, indicating room for improvement in certain areas. The consensus leans towards a positive sentiment regarding iSupport's incident management functionality, with users valuing its user-friendly interface and the ease of tracking and resolving issues.

### User Interface and Experience
Users appreciate the user-friendly interface of iSupport, finding it easy to navigate and efficient in managing tickets and issues. However, there are concerns regarding the chat feature, particularly its limitations when sending messages to offline users. Despite this drawback, the overall consensus leans towards the platform's attractive design and ease of use, making it a favorable choice for many users seeking a streamlined support solution.

### Communication and Messaging
Users generally appreciate iSupport's messaging and communication features. While the chat tool allows for quick and efficient communication, some users have noted occasional lag issues. The ability to send messages to individuals on the list is seen as a valuable feature, although the limitation of messages being received only when the recipient is online has been highlighted as a drawback. Additionally, the integration with email for ticket generation and tracking has been praised for streamlining issue management. Despite some minor concerns, users find iSupport's communication and messaging capabilities to be beneficial for managing customer queries and complaints effectively.

Users commonly recommend the following about iSupport:

- Utilize iSupport's comprehensive support system for any questions or the addition of new features. Users find iSupport to be a complete package and appreciate the availability of support for their needs.

- Users praise the positive attitude and ease of working with the support and sales teams at iSupport. They find the staff to be helpful and accommodating throughout their experience.

- iSupport is recommended for companies with a fast internal network, reliable servers, and a small support team. Users believe that iSupport is suitable for organizations that meet these criteria.

Overall, users highly recommend iSupport, considering it one of the best tools on the market for handling a significant volume of customer service requests on a daily basis. They also appreciate the continuous addition of new features by iSupport.

Tracking Feature: Users highly appreciate the tracking feature in Isupport as it provides real-time information on the location of tickets and which team is currently handling them. This feature has been mentioned by many reviewers, who find it valuable for monitoring and managing their tickets effectively.

Efficient Ticket Management System: The ticket management system in Isupport receives high praise from users for its efficiency and adaptability. Reviewers often mention how this system allows them to easily handle and organize tickets, resulting in improved productivity and streamlined workflows.

User-Friendly User Interface: The user interface of Isupport is described as user-friendly by many users, contributing to a positive experience with the software. Its intuitive design makes it easy for customers to navigate through different features and functionalities, while the filter option enables quick access to specific tickets based on various criteria.

Users have found that the software is extremely helpful in tracking all activities related to tickets. It allows them to keep a detailed record of the working details and the teams involved in resolving each ticket. With this software, users can easily track the status of issues and monitor works in progress. They can also keep track of email chains, ensuring that all relevant information is readily accessible. The ticketing system feature has been particularly valuable for managing customer queries and complaints, as it generates tickets with unique IDs. Additionally, the software provides a range of useful features including incident management, ticket tracking, user work review, and measuring time spent on tickets. 

Many users have implemented this software as a help desk system to efficiently route tickets between different internal groups and manage workflows. It has proven to be a valuable tool for support tickets, asset management, and change management, allowing users to effectively track and resolve tickets for better customer service. Some users have encountered challenges with the software, expressing frustrations due to its lack of alignment with their company's direction and desiring a more intuitive application. Others have struggled to find tutorials and documentation to fully leverage the software's features. Nonetheless, it has been widely used for gathering metrics on cases, organizing them by team member and level of support, and managing support tickets for internal IT teams.

The software has also been utilized to assist customers in learning how to work with the system and handling technical difficulties. Users have praised its ability to onboard new customers smoothly during migrations from other systems while accurately tracking customer incidents and hours worked. By integrating assets and customers, the software provides robust reporting features that enable users to gain insights into their operations. It has been extensively employed for establishing an ITSM Service Desk tool for Change, Incident, and Problem Management.

One of the key benefits experienced by users is that the software brings all incident information into one central place, addressing previous issues related to tracking accountability and lengthy wait times. Collaboration among support representatives is made easier, allowing for efficient and effective ticket resolution. Although the ticket creation process may still be manual in some cases, this software has greatly simplified support for customers. It has also served as a powerful tool for centralizing IT knowledge and processes within organizations.

The software's integration with email has been highly appreciated by users, as it enables them to receive notifications and updates on their tickets directly through their inbox. Customers have found the software easy to install and use, with fast and friendly customer service and support available whenever needed. Moreover, it has received high recommendations from users regardless of company size. Its stability, ease of setup and customization have made it highly recommended for smaller companies. Furthermore, the software has received praise for its seamless integration with Windows environments and excellent customer service.

While some users describe the software as complex, they also note that it is a powerful tool that is easy to learn and can meet various business needs. Users have found it easy to configure and maintain, thanks to regular updates and helpful support staff. In fact, many IT members express their appreciation for the product's ease of use. The software has proven to be versatile, being used throughout entire companies and across different departments as the main tool for tracking incidents and service requests.

Automation and real-time email functionality are among the features users love about this software. Users highlight its ability to easily add team distribution lists for quick ticket visibility. The software also helps track communication with vendors, reducing the likelihood of dropping any important information. Overall, users appreciate the software's stability, ease of installation, customizable features, fast customer service, and its role in streamlining ticket management processes.

In conclusion, this software offers a range of valuable use cases for businesses of all sizes. It facilitates efficient tracking of tickets and activities, provides a comprehensive ticketing system for managing customer queries, and streamlines workflows within organizations. Despite some challenges faced by users in terms of alignment with company direction or finding tutorials and documentation, the software's benefits in terms of centralizing information, simplifying support processes, and integrating with existing systems make it a recommended choice for incident management, change management, and support ticket resolution.

iSupport is the ITIL / ITSM flagship product from the long-established company of the same name in Washington state.

BMC Helix Remedyforce is a cloud-delivered SaaS solution for IT Helpdesk and Ticketing Management.

TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.

Essential

Engaged

Excellent

TOPdesk

iSupport

IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers.

IT Service Management (ITSM)

How to test Demo iSupport plugin

iSupport LiveCanvas Malta LIVE Broadcast Graphics DEMO

iSupport - DEMO

iSupport Project Demo

Likelihood to Recommend

Incident and problem management

Organize and prioritize service tickets

Expert directory

Service restoration

Self-service tools

Subscription-based notifications

ITSM collaboration and documentation

ITSM reports and dashboards

Streamlining ticketing and service restoration processes

Prioritize tickets to ensure most urgent are tackled first

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Impact assessment and automated fixes for common problems

Repository of information documenting common issues and known resolutions which can be accessed directly by users

Users subscribe to notifications for ticket updates

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data

ITSM asset management

Managing all IT assets and enforcing policy rules

Configuration mangement

Database for tracking and reporting all business assets

Asset management dashboard

Dashboard showing organization's software portfolio

Policy and contract enforcement

Ensuring that requesters have eligibility before fullfullment

Change management

Ensuring standardized processes for making changes to IT infrastructure

Change requests repository

Single repository of all planned changes and releases

Change calendar

Calendar showing change schedule to stakeholders

Service-level management

Process for negotiating agreements regarding service level expectations, and ensuring these are met

Upland PSA

iSupport 2018-05-18 13:02:10

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Hard to read

Multiple issues

Little hard

Auto generate

Email tracking

Automatic notifications

Easy to track

Easily search

Real time

Support tickets

Email system

Key word

Track and monitor

Home

IT Service Management (ITSM) Tools

iSupport is used throughout our entire company and every department. It is our main tool to track all incidents and service requests. We love how it's all automated and every email is in real time. It's easy to add team distribution lists and get many eyes on these tickets quickly.

Very organized
Easy to track and follow-up
Great 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.

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.

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.

iSupport

Overview

What is iSupport?