iSupport Software Reviews & Product Details

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Deployment. you can't copy and paste from dev to prod. Everything needs to do it manually. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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,. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The ability to customize the software modules to meet the needs of your particular environment is one of the best features. Review collected by and hosted on G2.com.

We haven't come across any feature that we dislike. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Software is Flexible and easy to manage. We have been able to design the layouts to fit our business needs. Review collected by and hosted on G2.com.

There is a definite learning curve, but this is not a big disadvantage. With flexibility comes complication. Review collected by and hosted on G2.com.