# iSupport Software Reviews **Vendor:** iSupport Software **Category:** [Service Desk Software](https://www.g2.com/categories/service-desk) **Average Rating:** 4.2/5.0 **Total Reviews:** 22 ## About iSupport Software iSupport Service Desk helps you to automate incident, problem, change management, reporting, knowledge, asset, end user self help, approval processes, customer surveys and advanced email processing. We leverage your current investments in Microsoft technologies such as Active Directory, SQL, WMI and more. Available for both on premises and hosted. ## iSupport Software Reviews ### 1. It’s user friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Jigna P. | Assistant Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 29, 2024 **What do you like best about iSupport Software?** It's user friendly, also through iSupport you get the access to view the latest notifications also in case of queries you can raise tickets and so much more **What do you dislike about iSupport Software?** Overall the platform is good, there's nothing i don't like about it **What problems is iSupport Software solving and how is that benefiting you?** HR , IT and expenses related queries ### 2. Easy to use and best features **Rating:** 4.5/5.0 stars **Reviewed by:** Akshay I. | Software Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2022 **What do you like best about iSupport Software?** Isuppprt is ticket handing tool is which help to maintain the issue raised and incident as well as service. The main and good thing about it is the user friendly UI and the efficiency as as well as it is very easy to find a ticket in there are lots of filter feture. **What do you dislike about iSupport Software?** As far as I used Isupport there is nothing to dislike about it. On top of it has the Jira service management and account security is the best it is required to change your password after every month. **What problems is iSupport Software solving and how is that benefiting you?** It helps me to track of my issues and also help me to get the status of it, where it is stuck what is works and what mail chain is currently going on it all things I can be monitore through the Isupport. ### 3. Features of the isupport **Rating:** 5.0/5.0 stars **Reviewed by:** Prince K. | System Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** June 29, 2022 **What do you like best about iSupport Software?** Isupport is very best software which help you to track record for the issue's, tickets and perticular error which being solve through multiple teams. The best thing is the tracking which help you get all updates of it where the ticket is and which team holding it right now. **What do you dislike about iSupport Software?** Some times it lag little bit but rather than that nothing to dislike about the Isupport and also there are too many feature which really can improve the company standard support and ticket solving speed. **What problems is iSupport Software solving and how is that benefiting you?** It really help me to track the all activities of the ticket and also kept the proper track of the working details like which team did the work on it as well as what kind of work. ### 4. Ticketing Software for Enterprises **Rating:** 4.5/5.0 stars **Reviewed by:** Junaid K. | Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** February 06, 2022 **What do you like best about iSupport Software?** I have been using isupport for a while, the best thing i liked about isupport is it generates a ticket id. The ticket id is a unique 10 digit alphanumeric characters upon searching it, we can view the whole ticket. **What do you dislike about iSupport Software?** Isupport provides a chat feature. In this chat feature, we can send messages to any person listed on it. But they can recieve the message only if they are online. If they are offline, after coming online they cannot see the message. **What problems is iSupport Software solving and how is that benefiting you?** Isupport has helped us to manage our customer's queries and complaints. We can configure the email id on which the customer send email, so that the ticket is generated along with a ticket id. The ticket id helps us in tracking the ticket information. Isupport provides many features on it software which is many helpful to its users ### 5. iSupport is a good helpdesk solution for routing tickets between various dept. **Rating:** 4.0/5.0 stars **Reviewed by:** Matthew L. | Business Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** October 28, 2021 **What do you like best about iSupport Software?** The routing logic for tickets makes it easy to assign tickets to the right people and ensure that the proper people are notified. **What do you dislike about iSupport Software?** I've found building out reporting viewed to keep tabs on various ticket queues can be time-consuming and something frustrating **What problems is iSupport Software solving and how is that benefiting you?** A help desk system that would support routing tickets between various internal groups and that supported good workflow management of those tickets ### 6. Help Desk ticket/workflow management **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2020 **What do you like best about iSupport Software?** Very complete package, able to customize workflows, notifications, etc. Stable platform. **What do you dislike about iSupport Software?** Complexity of features creates complexity in configurations. Support is great at walking through any needs though. **Recommendations to others considering iSupport Software:** It is a complete package. Use their support for any questions and to add new features, they are great. **What problems is iSupport Software solving and how is that benefiting you?** Help Desk support tickets, asset management, change management. Provides a means to track and resolve user tickets and provide better customer service. ### 7. Excellent Service Management Tool **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 25, 2021 **What do you like best about iSupport Software?** Isupport is fully customisable, it is used to standardise processes and controls. It helps us to view dashboards, metrics and KPIs **What do you dislike about iSupport Software?** No, i dont dislike anything about this product. **What problems is iSupport Software solving and how is that benefiting you?** Incident Management, Ticket Tracking, User Work Review, Time can be measured of a ticket ### 8. isupport software review **Rating:** 5.0/5.0 stars **Reviewed by:** Christine M. | warehouse and logistics coordinator, Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2021 **What do you like best about iSupport Software?** Overall its an awesome product that delivers a tried and tested ticketing system. **What do you dislike about iSupport Software?** is that some of the configuration settings can be difficult to locate. Other than that, I have only feature requests for future versions. **Recommendations to others considering iSupport Software:** 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. **What problems is iSupport Software solving and how is that benefiting you?** You can Log a ticket in less than 2 minutes and 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. ### 9. iSupport ticket system **Rating:** 4.5/5.0 stars **Reviewed by:** Robert W. | Technical Support Specialist , Enterprise (> 1000 emp.) **Reviewed Date:** November 06, 2019 **What do you like best about iSupport Software?** iSupport is easy to submit tickets to and it sends a response back when the ticket is created **What do you dislike about iSupport Software?** The instructions on customizing the iSupport interface is a little vague so I still haven't figured out how to do things I want to as far as my personal dashboard **What problems is iSupport Software solving and how is that benefiting you?** Again, we use it as a ticketing software so tickets come in to the main queue and then get sent to the appropriate person or people needed. ### 10. Great software, but still needs work! **Rating:** 4.0/5.0 stars **Reviewed by:** Paul B. | IT Support Analyst I, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** December 13, 2018 **What do you like best about iSupport Software?** Software has a great ticket management system and asset database including scanning of equipment, pretty flexible and customizable, great technical support! **What do you dislike about iSupport Software?** It seems like I have to dig to find things that should be easy to access, reporting is not easy to run and find the things you need. **Recommendations to others considering iSupport Software:** Great attitude of support and sales, easy to work with! **What problems is iSupport Software solving and how is that benefiting you?** We use the software to keep track of machines which was not monitored as well as it should have been. ### 11. Easy to use, intuitive software **Rating:** 3.5/5.0 stars **Reviewed by:** Tonia W. | Information Technology Application Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** February 23, 2017 **What do you like best about iSupport Software?** We use this software in my company. It is easy to use, has a minimum learning curve, and has lots of power behind it. The ease of routing, resolving, or returning tickets with just a few clicks is a great plus for me! I love that we can create templates of responses so that when something like spam comes across, it's easy to give the directions to the customer on what to do. **What do you dislike about iSupport Software?** I wish it was easier to create the qualifying fields and that there was a phone app for folks to use where they could take a pic of their screen from their phone and attach it to the ticket. **What problems is iSupport Software solving and how is that benefiting you?** quicker response time, tracking problems to see trends. ### 12. A customizable support system that is useful once learned. **Rating:** 3.5/5.0 stars **Reviewed by:** Bryan S. | Senior Solutions Architect, Mid-Market (51-1000 emp.) **Reviewed Date:** January 17, 2017 **What do you like best about iSupport Software?** The best thing about isupport is the ability to make custom views and filters. For instance, I have my view setup 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. **What do you dislike about iSupport Software?** I dislike that it is internally used. This means that if I wanted to look at a few cases from home I have to remote into my work computer because it is hosted by our own network. This means that isupport is more vulnerable to crashes, glitches, and overall slowneess based on the load on the servers. **Recommendations to others considering iSupport Software:** If you have a fast internal network with good servers and a small support team then this support system will most likely work for you. **What problems is iSupport Software solving and how is that benefiting you?** We used this to solve the issue of gathering metrics for cases and allows for a neatly organized stack of cases to your liking. This makes it easy to distinguish which cases are owned by team member, level of support, and how many cases you have. ### 13. user friendly and best interface **Rating:** 4.0/5.0 stars **Reviewed by:** Shivam A. | Application Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** February 26, 2016 **What do you like best about iSupport Software?** Its design inspired by Facebook , so you'll find it interesting to work. it's easy to customize and allow you to add multiple functionalities. This software support all ITIL concepts and easy to implement the ITIL rules. **What do you dislike about iSupport Software?** Deployment. you can't copy and paste from dev to prod. Everything needs to do it manually. **What problems is iSupport Software solving and how is that benefiting you?** Support tickets for internal IT team ### 14. GWI Help Desk SOftware **Rating:** 2.5/5.0 stars **Reviewed by:** Michael J. | IT Systems Engineer, Retail, Mid-Market (51-1000 emp.) **Reviewed Date:** July 20, 2015 **What do you like best about iSupport Software?** The Core software works as intended for Help Desk Ticket creation and monitoring. Change Control tickets workflow has aided us in creating a better environment for processing of changes to our environment. The web based GUI makes it accessible virtually anywhere. **What do you dislike about iSupport Software?** Software can be difficult for searching and managing accessibility during Internet Explorer Upgrades. Report generation could be made better through more data mining layout and capture,. **What problems is iSupport Software solving and how is that benefiting you?** Expanding to a larger Help Desk Enterprise and Change Control Process. Needed a more robust system **Official Response from Daren Nelson:** > Michael, Thanks for taking the time to review iSupport! We appreciate the positive comments. Please be sure to check out many of the search enhancements we have made in 14 and 14.5, we are always trying make it easier to search iSupport. I am not sure exactly what you are talking about regarding "accessibility during IE upgrades'. You are always welcome to talk with support @ 360-397-1099 about any questions you have and if you need to submit a feature request please visit mysupport.isupport.com and let us know what you would like. As you maybe aware 14.5 was just released and over 90% of the new features were suggested and voted in by our existing customer base. I will also have someone follow up with you directly to be sure all your questions are addressed. Thanks again! Daren Nelson Founder/CEO ### 15. Great for customer services **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** July 22, 2015 **What do you like best about iSupport Software?** The UI is quick and easy to learn, and it helps manage customer service emails brilliantly. I like how simple it makes responding to email and handling organization of customer incidents. **What do you dislike about iSupport Software?** Voicemails get added as an attachment, which has to be downloaded. I simple in-app .wav file would be ideal, and the ability to name that file would also help a lot. Eventually every time I downloaded one it just said something like VoiceMail.wav (928). This was very frustrating. **Recommendations to others considering iSupport Software:** Easily the best tool on the market. Would absolutely recommend to anyone who has a team handling a lot of customer service every day. **What problems is iSupport Software solving and how is that benefiting you?** Helping customers learn to work our system and handling technical difficulties they might have. ### 16. Great Software, Great Support. **Rating:** 5.0/5.0 stars **Reviewed by:** Nathan G. | Research Assistant, Higher Education, Enterprise (> 1000 emp.) **Reviewed Date:** January 27, 2014 **What do you like best about iSupport Software?** 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. Our favorite part of iSupport is the support from the company. I've learned not to submit a support ticket to iSupport unless I am ready to work with them to fix it. They call generally within minutes of submitting the ticket, ready to take care of us, whether the issue is critical or not. I've been called several times out of the blue just to make sure everything is running and to give any feature requests on things we feel have been missing. **What do you dislike about iSupport Software?** Our biggest gripe is the mobile site does not work well with Windows Phone and most everyone in our department uses one. There have been a few features in the past we have wanted that were not available. However, their support site has a feature request section where I have seen a lot of things get implemented. **Recommendations to others considering iSupport Software:** We started with a list of features we wanted out of a helpdesk solution. We went from a list of 100 down to just by figuring out what companies handled those features out of the box. iSupport was the easiest to install and configure. We found another solution that had more of the features we were looking for but the difference in implementation was going to be enormous. Plus, iSupport has added a ton of features and is always adding more. **What problems is iSupport Software solving and how is that benefiting you?** We've had issues with tracking, accountability, and lenghty wait times in the past. iSupport brings all the information on an incident into one place. This gives management the ability to see what all is hanging out waiting to be done, and at the same time gives support reps the ability to collaborate. Not being in the office all the time, it is easy to pull up another rep's incidents and take care of them when a rep has some downtime. This keeps everyone working together and taking care of incidents faster. ### 17. Great software ! **Rating:** 5.0/5.0 stars **Reviewed by:** Rosemarie D. | Network Engineer, Medical Practice, Enterprise (> 1000 emp.) **Reviewed Date:** March 26, 2014 **What do you like best about iSupport Software?** The ability to customize the software modules to meet the needs of your particular environment is one of the best features. **What do you dislike about iSupport Software?** We haven't come across any feature that we dislike. **What problems is iSupport Software solving and how is that benefiting you?** We migrated from another software to iSupport to provide the ability to more accurately track our customer incidents and hours worked. Some of the many benefits we are enjoying are the integration between assets and customers, the ability to dynamically scan assets and attach them to customers and incidents for more accurate record keeping, the reporting features are great as well. The Hierarchy templates allow us to properly route customer requests that involve multiple individuals and stages. Also, the ability to auto create incidents for assets such as routine server inventory means important tasks like these will not slip through the cracks. ### 18. Overall happy but would like to see improvements on existing features **Rating:** 4.0/5.0 stars **Reviewed by:** Abdullah T. | IT Specialist, Government Administration **Reviewed Date:** January 28, 2014 **What do you like best about iSupport Software?** The software serves its purpose, although it has more feautures than we utilized, it provides more flexibility for an organization. The customer support, especially the online support is what I appreciated the most. There was a desperate time we needed to get in touch with support but just with a few clicks I had someone knowledgeable and helpful work with me to alleviate the issue. **What do you dislike about iSupport Software?** The user interface needs a makeover. The feedback I get from customers that actually have to login to the social site to enter a ticket has repeatedly mentioned the frustrating interface. Starting with the categories to the left, as they drill down to choose the appropriate category, the find that there is no confirmation of selection and leaves them wondering if by clicking the category actually took. Then after entering a description for the ticket, they don't realize there are additional fields to fill out below, the window contains a very thin sidebar that they have to drag down to discover the addtl fields. Finally after filling out all the fields, they are lost because they don't see a save button, they have to scroll back to the top and find it at an unusual place (top left). This seemed painful and many customers approached us for help the first time around, and thereafter avoided entering tickets and instead preferred emailing us directly. The mobile site also needs improvement but was used much so isn't a pressing matter. Creating charts for **What problems is iSupport Software solving and how is that benefiting you?** We needed a ticketing system for our users to enter tickets, receive confirmations and respond to them via the ticket. ### 19. Great Service Desk Software **Rating:** 5.0/5.0 stars **Reviewed by:** Steve Y. | Chief Technology Officer, Education Management **Reviewed Date:** January 27, 2014 **What do you like best about iSupport Software?** Every feature of this software can be turned on or off and usually can be customized. What this means is that organizations are able to make this product fit their business needs and processes. It also allows for organizations to gradually implement features over time to make sure that they have a successful service desk implementation. **What do you dislike about iSupport Software?** There is not much to dislike. The software can be overwhelming because of the myriad of features and options available. But this software comes with the most comprehensive administrative manual I have ever seen, allowing users to look up answers to questions. iSupport has the most amazing support staff and have been able to work with us to answers questions and assist us with issues. This staff will be around after the sale to help. They have a very refreshing commitment to customer service. **What problems is iSupport Software solving and how is that benefiting you?** Our immediate goal was to simplify support for our customers. That goals was immediately realized when we launched iSupport in our organization. Now our focus is shifting to putting most IT knowledge and processes into iSupport so that we can offer a one-stop shop for our customers. ### 20. We are a new reseller **Rating:** 5.0/5.0 stars **Reviewed by:** Keith H. | President, Business Supplies and Equipment **Reviewed Date:** January 24, 2014 **What do you like best about iSupport Software?** Software is Flexible and easy to manage. We have been able to design the layouts to fit our business needs. **What do you dislike about iSupport Software?** There is a definite learning curve, but this is not a big disadvantage. With flexibility comes complication. **What problems is iSupport Software solving and how is that benefiting you?** Communication with vendor is tracked; much less likely to "drop" something ### 21. Very customizable **Rating:** 4.0/5.0 stars **Reviewed by:** Jason W. | IT Manager, Transportation/Trucking/Railroad, Mid-Market (51-1000 emp.) **Reviewed Date:** January 27, 2014 **What do you like best about iSupport Software?** it's very customizable. it's very easy to use and deploy. **What do you dislike about iSupport Software?** Since it's very customizable, you have to take the time and effort to make it what you want it to do. If you don't have that time, you end up just using it as a "notepad." **What problems is iSupport Software solving and how is that benefiting you?** Ticket creation is still a manual process ### 22. So far so Good ... ! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User **Reviewed Date:** March 11, 2014 **What do you like best about iSupport Software?** Too early to say, but so far the SW is good and intuitive. The easy access to actual live people support is great; they iSupport people are quick and on target with assistance! **What do you dislike about iSupport Software?** Not really sure yet. There are only a few glitches, and some of components are not easily configured or hard-coded in. **What problems is iSupport Software solving and how is that benefiting you?** Establishing an ITSM Service Desk tool for Change, Incident and Problem Management. ## iSupport Software Discussions - [What is iSupport Software used for?](https://www.g2.com/discussions/what-is-isupport-software-used-for) - [View iSupport Software pricing details and edition comparison](https://www.g2.com/products/isupport-software/reviews?qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-05-15+17%3A12%3A53+-0500&secure%5Bsession_id%5D=0cfdd263-ac23-4f51-9563-738441cbdbfd&secure%5Btoken%5D=17e56dc9d57549ba170c77a4ebd5c6d140b2ae33f1832195185fbca182fc6cae&format=llm_user) ## iSupport Software Features **Administration** - Change Management - Asset Management - Reports & Analytics **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Access & Usability** - Mobile - Self Service - Active Directory **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top iSupport Software Alternatives - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (950 reviews) - [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) - 3.7/5.0 (279 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,285 reviews)