iSupport Software Reviews & Product Details


What is 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.

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iSupport Software Profile Details

iSupport Software Profile Details

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Q&A
Languages Supported
English
Vendor
iSupport Software
Company Website
Year Founded
1992
HQ Location
Vancouver, WA
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
19
Twitter
@iSupportTech
Twitter Followers
1,718
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Companies Using iSupport Software

Panasonic
Guitar Center
Fresh Market
Western Connecticut State University
Lenscrafters
Telesat Canada
GAB Robins
Hansen Natural
Gabvalue

iSupport Software Reviews

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1-13 of 13 total iSupport Software reviews

iSupport Software Reviews

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1-13 of 13 total iSupport Software reviews
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IT Support Analyst I
Information Technology and Services
Mid-Market
(501-1000 employees)
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Verified Current User
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"Great software, but still needs work!"

What do you like best?

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?

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 the product:

Great attitude of support and sales, easy to work with!

What problems are you solving with the product? What benefits have you realized?

We use the software to keep track of machines which was not monitored as well as it should have been.

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Application Specialist
Education Management
Enterprise
(1001-5000 employees)
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Verified Current User
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"Easy to use, intuitive software"

What do you like best?

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?

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 are you solving with the product? What benefits have you realized?

quicker response time, tracking problems to see trends.

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L3 Software Support Engineer
Computer Software
Mid-Market
(51-200 employees)
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"A customizable support system that is useful once learned."

What do you like best?

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?

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 the product:

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 are you solving with the product? What benefits have you realized?

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.

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IT Systems Engineer
Retail
Enterprise
(1001-5000 employees)
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"GWI Help Desk SOftware"

What do you like best?

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?

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 are you solving with the product? What benefits have you realized?

Expanding to a larger Help Desk Enterprise and Change Control Process. Needed a more robust system

Response from Daren Nelson of iSupport Software

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

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UM
Enterprise
(1001-5000 employees)
Validated Reviewer
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"Great for customer services"

What do you like best?

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?

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 the product:

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 are you solving with the product? What benefits have you realized?

Helping customers learn to work our system and handling technical difficulties they might have.

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Software Engineer
Human Resources
Enterprise
(10,001+ employees)
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"user friendly and best interface"

What do you like best?

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?

Deployment. you can't copy and paste from dev to prod. Everything needs to do it manually.

What problems are you solving with the product? What benefits have you realized?

Support tickets for internal IT team

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Research Assistant
Higher Education
Enterprise
(1001-5000 employees)
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"Great Software, Great Support."

What do you like best?

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?

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 the product:

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 are you solving with the product? What benefits have you realized?

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.

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Network Engineer
Medical Practice
Enterprise
(1001-5000 employees)
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"Great software !"

What do you like best?

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?

We haven't come across any feature that we dislike.

What problems are you solving with the product? What benefits have you realized?

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.

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IT Specialist
Government Administration
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"Overall happy but would like to see improvements on existing features"

What do you like best?

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?

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 are you solving with the product? What benefits have you realized?

We needed a ticketing system for our users to enter tickets, receive confirmations and respond to them via the ticket.

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Chief Technology Officer
Education Management
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"Great Service Desk Software"

What do you like best?

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?

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 are you solving with the product? What benefits have you realized?

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.

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President
Business Supplies and Equipment
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Verified Current User
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"We are a new reseller"

What do you like best?

Software is Flexible and easy to manage. We have been able to design the layouts to fit our business needs.

What do you dislike?

There is a definite learning curve, but this is not a big disadvantage. With flexibility comes complication.

What problems are you solving with the product? What benefits have you realized?

Communication with vendor is tracked; much less likely to "drop" something

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IT Manager
Transportation/Trucking/Railroad
Mid-Market
(501-1000 employees)
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"Very customizable"

What do you like best?

it's very customizable. it's very easy to use and deploy.

What do you dislike?

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 are you solving with the product? What benefits have you realized?

Ticket creation is still a manual process

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I
Validated Reviewer
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"So far so Good ... !"

What do you like best?

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?

Not really sure yet. There are only a few glitches, and some of components are not easily configured or hard-coded in.

What problems are you solving with the product? What benefits have you realized?

Establishing an ITSM Service Desk tool for Change, Incident and Problem Management.

iSupport Software Pricing

Incident Management
Service Desk

iSupport Software User Ratings

8.8
Ease of Use
Average: 8.3*
8.5
Quality of Support
Average: 8.5*
8.3
Ease of Setup
Average: 7.8*
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