iSupport Review - why 4.3 stars?

Shlomi Lavi / updated: Jul 25, 2022

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What is iSupport?

iSupport is a help desk software for the customer support and IT help desk needs of your business. The software provides reliable solutions to deal with the customer support service of expanding businesses. It was designed by iSupport Software headquartered in Washington, United States.

Who is it best for?

The software is suitable for the front-desk customer support needs of small and medium business ventures. It has been deployed mostly in such sectors as education, finance, software, legal and service. The clients include individual users as well as single location and multiple location companies.

Education, communication, technology and professional services have also seen the use of iSupport software solution. If you need a reliable software solution that can take care of all the aspects of effective customer support, iSupport can be a particularly useful solution.

Major companies that have found the use of iSupport useful include such names as Panasonic, Guitar Center, LensCrafters, Telesat, GAB Robins, and Western Connecticut State University.

Main features and functionalities

Other than offering reliable customer support service, iSupport also offers various management features. Core functionality offered by the software includes such features as asset management, billing & invoicing, change management, customer survey, email integration, self service portal, and service level agreements.

Features specially designed for customer support service include online self service, remote training, and webinars. Round the clock customer support service is available in the form of email, phone and self-service portal.

Reporting and scheduling aspects of the software allow a reasonable level of customization. For instance, you can customize fields, templates and tables. The software can be deployed on premise or can be hosted on Amazon web services. The incident management edition of the software manages such needs as routing, assets, approvals, and end-user self help.

What is the actual cost?

The cost of license starts at $699 per license. ITQlick pricing score is 4 out of 10 (10 is most expensive). Access ITQlick pricing guide for iSupport. You can also find here pricing information from iSupport's website.

Pros

• iSupport offers reasonable amount of customization of tables, templates and files so that you can generate reports keeping in consideration the local needs of your company.
• In addition to customer support service, the software also offers various management features.
• The software provides social media integration as well as separate interface for mobile devices.
• The service management tools of the software are ITIL compliant.
• The management and customer support modules of the software provide integration with third party SQL tools.

Cons

• iSupport does not provide integration capabilities with the legacy applications.
• The software does not offer support for any languages other than English.
• Core features of iSupport do not include incident and problem management, mobile integration, and contract management.
• Customer support channels do not include instructional videos, knowledge base, and wiki support.
• In the on premise deployment model, no support for Windows OS is available on iSupport.

How it stacks up?

Access a head to head analysis of iSupport vs alternative software solutions.

Frequently Asked Questions (FAQs)