--- description: Review of iSupport Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice Ireland. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: iSupport | Reviews, Pricing & Demos - SoftwareAdvice IE --- Breadcrumb: [Home](/) > [Information Technology Service Management (ITSM) Tools](/directory/4296/itsm/software) > [iSupport](/software/139696/isupport) # iSupport Canonical: https://www.softwareadvice.ie/software/139696/isupport Page: 1 / 3\ Next: [Next page](https://www.softwareadvice.ie/software/139696/isupport?page=2) > iSupport is an ITIL-aligned help desk and IT service management (ITSM) solution for small and midsize organizations that need full service desk capability without enterprise cost or complexity. It's available on-premises with a one-time perpetual license or as a hosted subscription, so IT teams can choose the deployment that fits their security requirements, budget, and infrastructure. Built-in AI helps technicians work faster. With one click, AI summaries condense an incident or a customer's full history, including their company and related tickets, into a quick overview that can be added directly to correspondence. An AI editor in text fields throughout iSupport can check grammar, formalize, shorten, or expand text, or run custom prompts. iSupport connects to OpenAI or to any OpenAI-compatible model, including one hosted on your own server, so organizations with strict data requirements can keep AI processing in-house. Administrators control the prompts and exactly which fields are sent. iSupport comes in two editions. The Incident Management Edition covers ticketing, a rules engine for automated routing and escalation, approvals, SLA and service contract tracking, knowledge management, asset management, and reporting. The Service Desk Edition adds full ITIL scope: problem management, change management with approval workflows, a service catalog, and a CMDB with graphical relationship mapping. Requests arrive through email, phone, chat, and unlimited customizable mySupport self-service portals. There, end users can submit and track requests, browse FAQs and knowledge, view their assigned assets, and respond to feedback questions in notifications. Technicians work from a configurable web desktop or iOS and Android mobile clients, and can capture e-signatures on incidents and changes using configurable signing agreements. Asset management includes network scanning, software license tracking, warranty tracking, bar code support, purchasing, and bulk updates via Excel import. Reporting combines a flexible view designer, charts, ad hoc SQL reports, and scheduled report subscriptions delivered by email in Excel format. iSupport integrates with Active Directory, Microsoft 365 email through the Microsoft Graph API, Google Calendar, and BeyondTrust remote support, and offers an API for custom integrations. Connections are secured with TLS 1.3. Licensing is concurrent rather than per named agent, so teams with overlapping shifts often need fewer licenses than their total headcount. Every license includes the first year of maintenance: unlimited support from iSupport's US-based team, monthly training webcasts, and all upgrades. > > Verdict: Rated **4.3/5** by 34 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.3/5** | 34 Reviews | | Ease of Use | 4.4/5 | Based on overall reviews | | Customer Support | 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**: US$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) - **Supported Languages**: English - **Available Countries**: United States ## Features - AI Text Generation - API - Activity Dashboard - Alerts/Escalation - Asset Tracking - Automated Routing - Automated response - Autoresponders - Availability Management - Call Centre Management - Change Management - Collaboration Tools - Configuration Management - Contract/License Management - Customer Database - Customisable Branding - Dashboard - Data Import/Export - Diagnostic Tools - Email Management ## Integrations (2 total) - Microsoft Entra ID - Microsoft Excel ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - Chat ## Category - [Information Technology Service Management (ITSM) Tools](https://www.softwareadvice.ie/directory/4296/itsm/software) ## Related Categories - [Information Technology Service Management (ITSM) Tools](https://www.softwareadvice.ie/directory/4296/itsm/software) - [Help Desk Software](https://www.softwareadvice.ie/directory/4160/help-desk/software) - [Customer Service Software](https://www.softwareadvice.ie/directory/255/customer-service/software) - [Remote Support Software](https://www.softwareadvice.ie/directory/4537/remote-support/software) - [Service Desk Software](https://www.softwareadvice.ie/directory/4256/service-desk/software) ## Alternatives 1. [Freshservice](https://www.softwareadvice.ie/software/436317/freshservice) — 4.6/5 (802 reviews) 2. [JIRA Service Management](https://www.softwareadvice.ie/software/116349/jira-service-management) — 4.5/5 (779 reviews) 3. [SysAid](https://www.softwareadvice.ie/software/158389/sysaid-it-crm) — 4.5/5 (523 reviews) 4. [InvGate Service Management](https://www.softwareadvice.ie/software/19043/invgate-service-desk) — 4.6/5 (108 reviews) 5. [Zendesk Suite](https://www.softwareadvice.ie/software/26892/zendesk-talk) — 4.4/5 (4094 reviews) ## Reviews ### "evaluate and implementation" — 5.0/5 > **Harsh** | *27 April 2010* > > **Pros**: Great support staff Stable and flexible features. Customizable modules to fit our needs. > > **Cons**: somewhat complex implementation. > > I would suggest this product to other people looking to update their support application. ----- ### "Great product for small/medium sized company that doesn't need a lot of customizations" — 4.0/5 > **Daniel** | *22 April 2010* > > **Pros**: You can create as many different views/queries as needed for viewing all items (tickets or other types of items) and if you want they can be private or shared (security) with selected groups (or all). Can setup to keep all the locations based tickets in one Location/Site for routing proposes. Great AD integration. Reporting services are great to distribute reports to managers. Has a change management module for SOX compliance. > > **Cons**: When sending out updates about tickets, do not have the ability currently to add your custom fields to the notification email. When upgrading from previous version, you do not have the ability to look at your old views/queries were. Knowledge base searching for the customers is very weak (can only search one word), when you add multiple words it does a OR instead of a AND. When adding knowledge entries it would be nice to add multiple categories for one entry. Survey module is limited when reporting. > > Great product for the small to medium sized company. If you need to do a lot customization, this is not the product for you. Over the years owning this product they have brought the product to next level. Looking forward to working with GWI Software to see other enhancements. ----- ### "getting better" — 3.0/5 > **tony** | *27 April 2010* > > **Pros**: easier to use > > **Cons**: needs more features we request especially splitting up the dbs > > good product that is getting better ----- ### "I would recommend iSupport to any company looking for a work-tracking solution." — 5.0/5 > **Jeff** | *7 March 2017* | Construction | Recommendation rating: 10.0/10 > > **Pros**: It's very stable, customizable, and easy to use and understand. Most updated and changes are only a few clicks and they're done. > > **Cons**: It is lacking some features that myself and others agree aren't too much to ask. For example, the ability to backdate a ticket if it is put here after its original occurrence. ----- ### "iSupport Review" — 4.0/5 > **Brandon** | *8 March 2017* | Primary/Secondary Education | Recommendation rating: 7.0/10 > > **Pros**: The functionality is great. There are so many features. Working with the layout for the portal in MySupport is user friendly. > > **Cons**: I am new at using iSupport on a back-end level. I am seeing the many functions, but I feel we only use a small percentage of what is available because of the time it takes to learn and implement all the features. This tool can be overwhelming. I have to work on it regularly, otherwise I forget, but I am new and haven't had formal training. > > I like the features and only know I scratch the surface. I tried to explore the support to find tutorials and documentation, but haven't been successful. ----- Page: 1 / 3\ Next: [Next page](https://www.softwareadvice.ie/software/139696/isupport?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.ie/software/139696/isupport) ## This page is available in the following languages | Locale | URL | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | ----- ## Structured Data