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.

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

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.