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.
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.
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.
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.