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iSupport

iSupport

Overview

What is iSupport?

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

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Recent Reviews

TrustRadius Insights

Users have found that the software is extremely helpful in tracking all activities related to tickets. It allows them to keep a detailed …
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Pricing

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What is iSupport?

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

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Demos

iSupport Project Demo

YouTube

iSupport - DEMO

YouTube

iSupport LiveCanvas Malta LIVE Broadcast Graphics DEMO

YouTube

How to test Demo iSupport plugin

YouTube
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Product Details

What is iSupport?

iSupport Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(4)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

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.

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.

Reviews

(1-1 of 1)
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Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
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.
Incident and problem management (7)
74.28571428571429%
7.4
Organize and prioritize service tickets
90%
9.0
Expert directory
50%
5.0
Service restoration
70%
7.0
Self-service tools
90%
9.0
Subscription-based notifications
70%
7.0
ITSM collaboration and documentation
70%
7.0
ITSM reports and dashboards
80%
8.0
ITSM asset management (3)
N/A
N/A
Configuration mangement
N/A
N/A
Asset management dashboard
N/A
N/A
Policy and contract enforcement
N/A
N/A
Change management (3)
N/A
N/A
Change requests repository
N/A
N/A
Change calendar
N/A
N/A
Service-level management
N/A
N/A
  • 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.
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