--- description: Get information about iSupport price, usability & features from verified user experiences. Read reviews from Indian business users & discover similar tools. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: iSupport Price, Features, Reviews & Ratings - Capterra India --- Breadcrumb: [Home](/) > [Customer Service Software](/directory/22/customer-service/software) > [iSupport](/software/152/isupport) # iSupport Canonical: https://www.capterra.in/software/152/isupport Page: 1 / 3\ Next: [Next page](https://www.capterra.in/software/152/isupport?page=2) > End users can submit requests for service, search for solutions, and view the status of their open incidents. > > Verdict: Rated **4.3/5** by 34 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Who Uses iSupport? Medium to large businesses that need the ability to automate complex business processes. ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.3/5** | 34 Reviews | | Ease of Use | 4.4/5 | Based on overall reviews | | Customer Support Software | 4.6/5 | Based on overall reviews | | Value for Money | 4.2/5 | Based on overall reviews | | Features | 4.2/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: iSupport Software - **Founded**: 1992 ## Commercial Context - **Starting Price**: $699.00 - **Pricing model**: (Free Trial) - **Pricing Details**: Options for both hosted and on premises. - **Target Audience**: 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Windows (On-Premise), Linux (On-Premise) - **Supported Languages**: English - **Available Countries**: United States ## Features - Alerts/Escalation - Asset Tracking Software - Automated Routing - Call Center Management - Collaboration Tools - Configuration Management - Contract/License Management - Customer Database - Diagnostic Tools - Knowledge Base Management - Macros/Templated Responses - Multi-Channel Communication - Queue Management - Real-Time Chat - Remote Access/Control - Reporting/Analytics - Screen Sharing Software - Self Service Portal - Service Level Agreement (SLA) Management - Session Recording - Support Ticket Management - Surveys & Feedback - Workflow Management Software ## Integrations (2 total) - Microsoft Entra ID - Microsoft Excel ## Support Options - Chat ## Category - [Customer Service Software](https://www.capterra.in/directory/22/customer-service/software) ## Related Categories - [Customer Service Software](https://www.capterra.in/directory/22/customer-service/software) - [Help Desk Software](https://www.capterra.in/directory/30008/help-desk/software) - [IT Service Management (ITSM) Tools ](https://www.capterra.in/directory/30676/itsm/software) - [Remote Support Software](https://www.capterra.in/directory/30928/remote-support/software) ## Alternatives 1. [Freshservice](https://www.capterra.in/software/132997/freshservice) — 4.5/5 (685 reviews) 2. [JIRA Service Management](https://www.capterra.in/software/138769/jira-service-management) — 4.5/5 (763 reviews) 3. [SysAid](https://www.capterra.in/software/107225/sysaid) — 4.5/5 (511 reviews) 4. [InvGate Service Management](https://www.capterra.in/software/133392/service-desk) — 4.6/5 (108 reviews) 5. [Zendesk Suite](https://www.capterra.in/software/164283/zendesk) — 4.4/5 (4072 reviews) ## Reviews ### "Easy to use and excellent features with a solid helpdesk solution" — 4.0/5 > **Akshika** | *12 January 2023* | Computer Software | Recommendation rating: 7.0/10 > > **Pros**: Isupport is a ticket-handling platform that assists in the management of issues, incidents, and services. The finest feature is the tracking, which allows you to receive information on where the ticket is and whose team is now holding it. We may examine the entire ticket by looking for the ticket id, which is a unique ten-digit alphanumeric character. The software features a superb ticket management system and asset database, as well as scanning of equipment, is quite versatile and adaptable, and has excellent technical assistance. > > **Cons**: Isupport provides a mind-blowing chat option. We can use this chat tool to send messages to everyone on the list. However, they can only get the message if they are online. If they are offline, they will be unable to read the message when they reconnect. Sometimes it lags slightly, but other than that, there is nothing to dislike about Isupport, and there are far too many features that can significantly increase the company's regular support and ticket resolution speed. ----- ### "Wish I had more room for TRUE review..." — 4.0/5 > **Ryan** | *28 April 2010* > > **Pros**: CUSTOMER SERVICE\! I have been with GWI since release 4.0 (still have my mini admin guide and such). Every issue I have had was able to be fixed. Not only that but they remotely connected into my box and fixed it for me. There are a lot of features in their product and they continually are looking inward to their customers for ideas for new features. The product is VERY VERY STABLE. I don't think I've had to ever reboot the server from anything GWI related. Finally with 9.0 GWI has brought support for Firefox, Safari and Chrome. > > **Cons**: IN MY INSTALLATION... The product is built (really) for EXTERNAL customers who have signed up for X,Y or Z service agreement. In our installation our customers are internal and so there are quite a few of the features that we simply cannot use like Workflow Templates and SLAs. Also you get into a situation where Hierarchy Templates are not usable because they are not launched via the normal ticket entry so for my installation I have to create a menu structure with hundreds of templates for each of my uses. This is not good for a department of 2 that supports over 300 users and over 1200 devices total. The last thing I would like to say is that I am still waiting for them to connect a person to an asset when a ticket is submitted. So in other words when a user visits the End User Desktop from computer X there is no way to tell that they submitted the ticket from computer X and not Y. We have users that move around and I've been looking for this for years. > > Honestly we have dumped the End User Desktop as a portal and have instead implemented a Joomla Portal and "plugged in" the incident submission and view open incidents because the front-end is too weak when compared to what else is out there. That being said we also use it internally. The FAQ has been changed since (possibly before 7.6) and it is still broken. If you are supporting external customers with SLAs then this product is great. If you are supporting internal customers then this product can be difficult to wrap your head around but it can work and work well. The reporting is there and is solid. The good thing about this product is it is so solid that you don't have to worry about it. You can set it up and it works just as well today as it did when it was installed years ago. The support is amazing and they are always willing to work with you even when the circumstance may seem a little out of their scope. I recommend this product 100%. ----- ### "It could be good, but it's getting worse, not better" — 3.0/5 > **Paul** | *14 March 2021* | Hospital & Health Care | Recommendation rating: 2.0/10 > > **Pros**: We can create tickets. We can track tickets. We can close tickets. > > **Cons**: Set up, reporting, asset management. They are all clunky. Set up can be very dicey if you deviate at all from their recommendation of having the database hosted on the same server as the application. Since they use MSSQL Server, this is a licensing nightmare as Microsoft will tag you for every user that submits a ticket. We had to purchase 500 user CALs even though we only have 3 individuals working tickets. Considering we have other applications that require MSSQL Server, we would like to limit our licensing cost by using only one SQL Server and having multiple applications access it. Moreover, they have not updated their install manual since about version 8 or so, they are now on ver 17. I have trouble with most upgrades. Generally, some small something goes wrong and I have to call tech support. Funny, it is never the same issue twice and it is always related to some change they have made in the upgrade. Oh, you can't really do a manual install either. It will not let you connect to pre-existing databases. Forget about configuring and running reports, unless it is a canned report. Very unfriendly to setup and to get an acceptable output. They use IIS web server. There is a reason why 90% of the internet uses Apache. It isn't because IIS is so good and stable. Asset Management is very clunky to setup and display. When you have hundreds of devices, sorting them is very difficult unless you have tons of time to customize. > > Frustrating. They aren't going the same direction that my company is. They aren't friendly to undermanned IT departments. What is needed is a more intuitive application. I despise upgrade time. ----- ### "Easy to use, but not very robust" — 4.0/5 > **Johnathan** | *7 September 2019* | Computer Software | Recommendation rating: 8.0/10 > > **Pros**: Easy to use "out of the box". Integrating with Outlook and other 3rd party tools. Overall attractive User Interface. > > **Cons**: Couldn't handle the volume of our users. Cumbersome navigation in the administration area of product. > > Our company has many ticketing platforms and for our user base, this was an inexpensive and easy to implement tool. We integrated this tool with our email (Outlook) which were then captured in iSupport to be triage. From there tickets were worked. However as we grew, we encountered problems in handling the volume. Configuring the product for things such as user grouping and admin roles was easy in some regards, but could also be cumbersome navigating the areas to make these configurations. Customer support was very helpful though. It was easy to lose track of tickets for follow ups and think they could make a better interface for this area. ----- ### "Very user friendly ticket handling software" — 5.0/5 > **Aman** | *31 May 2018* | Recommendation rating: 9.0/10 > > **Pros**: Features such as mySupport, Chat ability with users. Ability to use same software for multiple work items including problems, incidents, projects, purchase etc..Very user friendly to manage and administer for administrators of the company it serves. > > **Cons**: A lot of limitations to the use of the application. They try to fulfill some of the needs of the users/clients in upcoming releases but still far away from being the most intuitive system. > > We manage the helpdesk ticketing system using this software and extend an experience to smoothly submit, track status of the tickets submitted by users. ----- Page: 1 / 3\ Next: [Next page](https://www.capterra.in/software/152/isupport?page=2) ## Links - [View on Capterra](https://www.capterra.in/software/152/isupport) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Structured Data