#1 most frequent
United States of America
87.0%20 installations of 23
What is iSupport?
iSupport is the ITIL / ITSM flagship product from the long-established company of the same name in Washington state.
Categories & Use Cases
Product Demos
Top Performing Features
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 9
Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
Category average: 8.3
ITSM reports and dashboards
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
Category average: 8.2
Areas for Improvement
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.5
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 8.3
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9
Who Buys & Uses iSupport
#2 most frequent
Cayman Islands
4.3%1 installation of 23
#3 most frequent
France
4.3%1 installation of 23
I would recommend to companies!
Pros
- Very organized
- Easy to track and follow-up
- Great for engineers to prioritize and track all incidents and product related requests that are needed. The real time email system is great exposure across the company as well.
Cons
- Although it's great to have everything in one place, it can be a little hard to read sometimes in terms of the amount of tickets and being able to decipher between multiple [issues]. Color coordination might be able to help with this for example.
Return on Investment
- Saves time and positive ROI as we don't take the time anymore to hold meetings to discuss all incidents. 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.
Other Software Used
Tenrox Professional Services Automation