iSupport

iSupport

von iSupport Software

Wer verwendet iSupport?

Medium to large businesses that need the ability to automate complex business processes.

Was ist iSupport?

iSupport, is used by more than 250,000 help desk professionals every day to help them solve their most demanding support issues. iSupport Software two editions (Incident Management and Service Desk) with the power and flexibility to meet your company's needs as they change over time. iSupport enables you to manage Incidents, Problems, Changes, CMDB, Assets, Knowledge, Workflows, and more.

iSupport – Details

iSupport Software

http://www.isupport.com

Gegründet 1992

iSupport – Preisübersicht

iSupport ist verfügbar ab 699,00 $/einmalig. iSupport bietet keine Gratisversion, aber eine kostenlose Testversion. Weitere Preisinformationen für iSupport findest du unten.

Startpreis

699,00 $/einmalig

Preisinformationen

Options for both hosted and on premises.

Kostenlose Version

Nein

Gratis Testen

Ja

Einsatz

Installiert - Mac

Cloud, SaaS, Web

Installiert - Windows

Training

Live Online

Webinare

Dokumentation

Kundenbetreuung

Support während der Geschäftszeiten

Online

iSupport Funktionen

Fernwartungssoftware
Bildschirm teilen
Diagnosewerkzeuge
Echtzeit-Chat
Filesharing
Sitzungsaufzeichnung
Sitzungsübertragung
Umfragen & Feedback
Automatisiertes Routing
Dokumentenspeicher
E-Mail-Integration
Echtzeit-Chat
IT-Asset-Management
Kundenspezifisches Branding
Management von Dienstgütevereinbarungen (SLA)
Multi-Channel-Kommunikation
Netzwerküberwachung
Self-Service Portal
Ticket-Management
Verfolgung von Interaktionen
Warnungen / Eskalation
Wissensbasis-Management
Konfigurationsmanagement
Problem-Management
Projektmanagement
Self-Service Portal
Störfallmanagement
Verfolgen von Vermögensanlagen
Verfügbarkeit-Management
Versions- und Bereitstellungsmanagement
Vertrags-/Lizenz-Management
Veränderungsmanagement
Call-Center-Management
E-Mail-Management
Leistungskennzahlen
Live-Chat
Self-Service Portal
Social-Media-Integration
Terminverwaltung
Umfragen & Feedback
Virtueller Assistent
Warnungen / Eskalation
Warteschlangenmanagement
Wissensdatenbank
Workflow-Management

iSupport – Nutzerbewertungen

Zeigt 5 von 32 Nutzerbewertungen

Gesamt
4.3/5
Benutzerfreundlichkeit
4.4/5
Kundenservice
4.7/5
Funktionen
4.5/5
Preis-Leistungs-Verhältnis
4.4/5

Support Delivery

Bewertet am 22.4.2010
Michael B.
DBA ,Csupport 7.0.1.0 for Windows Admin.
Quelle des Nutzers 
5/5
Gesamt
5/5
Benutzerfreundlichkeit
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
Preis-Leistungs-Verhältnis

Kommentare: If i am to rate it from 1 to 10 and 10 is the top rating ,i will give it 11.5. The good thing about it is that this is not just a one person opinion, most of the IT members likes its ease of use. Just a small Link on SharePoint or pushed to the desktops and anyone in the Org. can Log a ticket in less than 2 minutes.Integrates with e-mail so you get your e-mail notification to start working on the ticket or as a user with updates on what has being done!!

Vorteile: The reason i am on this website today to talk about the amazing support delivery from GWI. I logged a ticket few minutes after... i was called on my desk with the resolution and full answer to most of my questions that were not even related to the ticket subject ...i am the least to say impressed. This is not the first time i get such response! On the other hand, from my own 1 year experience Csupport 7.0.1.0 is a very easy to use ticket/Incident/problem/change/Asset tracking web based SW. Almost all departments can use it to track tasks assignments and work to be done as in facilities, Marketing....or inter-departments ....etc While IT can track issues, problems changes and Assets and can link all together even KB articles. It integrates very easily with Active directory, MS SQL and SSRS.(For a DBA this is a fortune of Data)
It is based on IIS and rich in features, does not take time as a user or rep. to find your way in and manage your work. I am very eager to see Version 9

Nachteile: Needs to be careful with IIS settings and fine tune it to keep the performance acceptable under heavy load(i would presume this would be different from a business to another), once this is settled everything else is fine.

Wish I had more room for TRUE review...

Bewertet am 28.4.2010
Ryan H.
Assistant IT Manager
Quelle des Nutzers 
4/5
Gesamt
5/5
Benutzerfreundlichkeit
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
Preis-Leistungs-Verhältnis

Kommentare: 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%.

Vorteile: 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.

Nachteile: 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.

Antwort des Softwareanbieters

von iSupport Software an 29.4.2010

Most of our clients use our solution for internal ITSM. We would be happy to schedule some time to go over how you have iSupport set up to find ways to better fit that need in your environment.

Easy to use, but not very robust

Bewertet am 7.9.2019
Johnathan M.
Business Analyst
Computer-Software, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
4/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: 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.

Vorteile: Easy to use "out of the box". Integrating with Outlook and other 3rd party tools. Overall attractive User Interface.

Nachteile: Couldn't handle the volume of our users. Cumbersome navigation in the administration area of product.

iSupport provides a feature-filled, if somewhat immature ticketing system

Bewertet am 16.5.2017
Jacob T.
Application Support Analyst
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
3/5
Gesamt
2/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
3/5
Kundenbetreuung
4/5
Preis-Leistungs-Verhältnis

Vorteile: 1. There is a ton of customizability and features
2. Works "out of the box" fairly well
3. Has a lot of functionality and could be used for a variety of environments
4. Interface is fairly modern in looks, although more to say on this in the "cons" section
5. Tons of data and reporting available

Nachteile: 1. While there is a lot of customizability and features, they are difficult to configure
2. The interface is fairly modern in how it looks, but clunky in design. The recent UI overhaul made it somewhat more difficult to use. They need to invest in some better UI design
3. Difficult to create reports and new views
4. Good software if you have the resources to customize, not great if your admins are not tech savvy
5. The user-facing portal is ugly and very difficult to manage

Very user friendly ticket handling software

Bewertet am 31.5.2018
Aman D.
Sr Program Analyst
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
4/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: We manage the helpdesk ticketing system using this software and extend an experience to smoothly submit, track status of the tickets submitted by users.

Vorteile: 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.

Nachteile: 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.