iSupport Reviews

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.

Pros

There's a ton of really useful functionality here especially when it comes to bulk ticket actions and the ability to connect tickets through parent-child relationships.

Cons

Once we'd been using it for about a year and handling around 1,500 to 2,000 tickets a day, performance became painfully slow even with the extra customization in place. On top of that, getting in touch with support could be difficult at times.

Pros

One thing that really works well in it is how many functions it brings together. Tools like mySupport and the chat option with users are genuinely useful and being able to handle multiple types of work in the same system, problems, incidents, projects, purchases and more, makes it very practical. On the admin side, it's also quite user friendly and manageable for the companies that rely on it.

Cons

That said, the application still comes with quite a few limitations in how it can be used. They do make an effort to address some user and client requests in newer releases but it still feels a long way from becoming one of the most user-friendly systems out there.

Pros

It offers a huge amount of customization and features. It works reasonably well without needing much setup at first and there's enough functionality to make it useful across different kinds of environments. The interface looks fairly modern on the surface and there's also a lot of data and reporting available which is definitely a strong point.

Cons

All of that flexibility comes with a downside because configuring many of the features is difficult. While the interface looks modern, the actual design feels complex and the recent UI update seems to have made it harder to use rather than better. Building reports and creating new views is also not very simple. It can be solid software if you have the staff and technical resources to customize it properly but it's not a good fit when admins aren't especially tech-savvy. On top of that, the user portal looks unattractive and is very hard to manage.

Pros

There's a lot to appreciate about the functionality. It comes packed with a wide range of features and the portal layout in MySupport is user-friendly to work with.

Cons

Since I'm still new to using it on the back-end, I can already see how much it offers but it also feels like we're only tapping into a small portion of it because learning and putting all those features into practice takes a lot of time. At times, the system can feel overwhelming. I need to use it consistently or I start forgetting things and since I'm still new and haven't had any formal training, that makes it even harder.

Pros

It's been very reliable, highly customizable and simple to learn and navigate. Most updates or changes only take a few clicks so getting things done is quick and simple.

Cons

There are still a few features missing that I and others feel are pretty reasonable to expect. One example is being able to backdate a ticket when it gets entered after the original incident happened.

Pros

There's pretty much no limit to what you can do with it. The updates are frequent, quick to roll out and the ongoing free training is a big plus. I also appreciate that enhancement requests are genuinely considered and most of them actually end up being implemented.

Cons

Honestly, I haven't come across anything to dislike about the product. We've been using it for nearly three years now and it has continued to meet our needs well.

Pros

Getting around it feels fairly user-friendly and customizing the views doesn't take much effort. The workflow notification automation is also a strong point and helps keep things moving without a lot of manual follow-up.

Cons

A few settings seem to apply across the whole company instead of being flexible for different departments especially when it comes to notification preferences. The reporting is also a mixed bag some reports are useful but most feel too basic to be very helpful. It would be much better if existing reports could be adjusted and saved as copies without needing to buy the advanced reporting tools.

Pros

From a user perspective, the interface is really well designed and pleasant to work with.

Cons

The ticketing system seems to be built mostly with external customers in mind. It would be much more useful if iSupport offered extra features and tools for companies that rely on it to support internal users. At the moment, there's also no way to display dashboards for all end users.

Pros

Customer service has been the standout for me. I've been with GWI since version 4.0 came out and I still have my old mini admin guide from back then. Whenever an issue came up, they were able to resolve it. On top of that, they would even remote into my system and take care of the fix directly. The product also comes with a lot of features and they consistently look to their customers for input on what new functionality should be added. It's also extremely stable. I honestly can't remember ever having to reboot the server because of anything related to GWI. And with version 9.0, they finally added support for Firefox, Safari and Chrome.

Cons

In our setup, the product really feels like it was designed for external customers who have signed up for specific service agreements. Since our users are internal, there are quite a few features we just can't make practical use of such as Workflow Templates and SLAs. Hierarchy Templates also end up being problematic because they aren't launched through the normal ticket entry process. Because of that, I've had to build out a menu structure with hundreds of templates to cover all of our needs. That's far from ideal for a team of only two people supporting more than 300 users and over 1,200 devices. One other issue is something I've been waiting on for years: the ability to connect a person to an asset when a ticket is submitted. Right now, if a user opens the End User Desktop from computer X, there's no way to tell whether the ticket came from computer X or from Y. Since many of our users move around, that missing link has been a long-standing frustration.