iSupport

Pros

Using it has been really helpful for handling issues, incidents and service requests. The best part is the tracking feature since it lets you see exactly where a ticket is and which team is currently responsible for it. You can also pull up the full ticket easily by searching the ticket ID which is a unique 10-digit alphanumeric code. On top of that, the platform has an excellent ticket management system, a solid asset database and equipment scanning capabilities. It's very flexible, customizable and backed by excellent technical support.

Cons

The chat option in iSupport is amazing. It's a very impressive tool for sending messages to everyone on the list. The only downside is that people can only receive those messages while they are online. If someone is offline, they won't be able to see the message once they log back in. It also lags a little at times but aside from that, there's honestly not much to complain about. iSupport offers a lot of features that can really help improve day-to-day support operations and speed up ticket resolution.

Pros

It handles the core help desk basics well enough, we can open tickets, keep track of them through the process and close them when the work is done.

Cons

Where this product really struggles is in setup, reporting and asset management because all three feel complex. The installation gets especially messy if you move away at all from their recommendation to host the database on the same server as the application. Since it runs on MSSQL Server, the licensing becomes a headache too because Microsoft counts every user who submits a ticket. We ended up having to buy 500 user CALs even though only 3 people actually work the tickets. Because we also run other applications that need MSSQL Server, we would much rather keep licensing costs down by using a single SQL Server for multiple applications to connect to. On top of that, the install guide seems like it has barely been updated since around version 8 and they are now on version 17. Most upgrades give me trouble in one way or another. Usually some small issue breaks, I have to contact tech support and the cause is always some change they introduced in the upgrade. It is never even the same problem twice. Manual installs are not really an option either since it will not connect to existing databases. Reporting is another weak point: if you need anything beyond the canned reports, setting it up and getting useful output is frustrating and not user-friendly at all. It also relies on IIS and in my opinion that has its own stability drawbacks. Asset management is just as awkward, both in setup and in how information is displayed. Once you are dealing with hundreds of devices sorting and organizing them becomes very difficult unless you are willing to spend a lot of time customizing everything.

Pros

Right out of the box, it was simple to get up and running. It worked well with Outlook and other third-party tools and the overall interface looked polished and appealing.

Cons

It struggled to keep up with the number of users on our end and the admin side of the product felt complex to navigate.