User Reviews
iSupport by iSupport Software
USER REVIEWS - All reviews
Purchased Date: December 01, 2009
Assistant IT Manager, Reeves Import Motorcars
April 28, 2010
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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.
Overall
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%.
> Vendor Responses
04/29/2010 by iSupport Software
Purchased Date: January 01, 2000
IT-Architect, Reliance Managed Services BV
April 28, 2010
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Pros
- Ease of setup
- 100% Web-based, multiple browsers
-Completely customizable to your own needs
-includes CMDB and auto asset scanning (agent-less)
-Excellent support
Cons
- no CLI features
- no billing features
Overall
c.Support has been our Service Management tooling for over 10 years now. Over that period the tooling has been our most stable business application.
Because of the ease of setup and customizability we have been able to implement the entire Tooling internally without the need for workarounds or customized options.
Purchased Date: January 01, 2008
Systems Administrator, ECONET
April 27, 2010
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Pros
Full featured, including helpdesk, change, assets. Uses LDAP to connect to our Active Directory. Extendable and fully customizable. The customer support from GWI is some of the best I've ever come across... they are fast to respond and very knowledgable. Price is reasonable especially considering the features.
Cons
Can't think of any Really.
Overall
Go get it. It's a great product. (No, I don't work there!)
Purchased Date: May 01, 2003
Domino Administrator, Polyair Canada Limited
April 27, 2010
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Pros
We've been using it since c.Support 2003. It was easy to get setup and the training experience was well done. It's easy to use. Upgrading has been quick and easy. Any time we've required technical support, I've found the support team knowledgeable and friendly, and quick to respond.
Cons
The asset management component hasn't really worked for us.
Overall
A good product especially for smaller companies that don't want the overhead of some of the larger products.
Purchased Date: August 01, 2009
Director of IT, J. J. Powell, Inc.
April 27, 2010
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Pros
Web based software is easy to configure and offers access across a company WAN. Flexible enough for any type of business. Technical support is very responsive and thorough. The follow up is also a welcome benefit. We reviewed more than a few products and GWI has met every expectation. We're glad we chose iSupport.
Cons
Takes a little knowledge to install, but the documentation is good and tech support is there if you need it.
Overall
Highly recommend for any size company.
Purchased Date: July 01, 2005
Operation Analyst, USS Posco
April 27, 2010
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Pros
We have had versions 9.0 since December and we really like it. I was part of the team to implement the product and found it really easy. Now that we have been working on it for 4 months I can see all of the benefits offered.
Cons
I don't like that there is no single tab to open an incident it's just a little thing but I am used to just clicking once to get to an blank incident
Overall
I would recommend this product because of all of the features are in one product
Purchased Date: April 01, 2006
it manager, alpha systems
April 27, 2010
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Pros
easier to use
Cons
needs more features we request especially splitting up the dbs
Overall
good product that is getting better
Purchased Date: December 01, 2009
Sr SBA, PCI
April 27, 2010
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Pros
Great support staff
Stable and flexible features.
Customizable modules to fit our needs.
Cons
somewhat complex implementation.
Overall
I would suggest this product to other people looking to update their support application.
Purchased Date: January 01, 2006
Systems Analyst, Ruden McClosky
April 27, 2010
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Pros
We've been using Csupport, now called Isupport for a couple years now and its been really good. It's one of those products that you use and it just works, and since you never really have any trouble, you almost forget it's there. The couple times i've had trouble with an upgrade, their tech support has been pretty much perfect, they're willing to bend over backwards to make you happy. I only wish that some of my other software products were so good...
Cons
Although it's been improved greatly from earlier versions, it would be cool if it had better graphs and charts to show workflow and productivity.
Overall
Total recomendation - it's a great product and we've had no problems in the years we've had the product.
Purchased Date: January 01, 2005
System Support Specialist, Preferred Health Professionals
April 22, 2010
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Pros
I love the new rep interface which has dashboards so that I can graphically see the numbers and kinds of help tickets out there. I love the email notifications of new tickets, updates, etc. It's great having the history to go back to review when a similar incident occurs.
Cons
I haven't figured out how to get the report feature to rate how quickly I respond to requests, taking into consideration the type of request and my work hours, etc. The report may be out there, but I haven't had time to search for it. Each version of the support software has gotten better and better about report capability, so it may be there, but just kind of hidden.
Overall
Of all the help desk software programs that I've used - both at work and in volunteer positions - this is far and away the best one I have ever used. The Customer Service is excellent - I have never had to wait more than a couple of hours to get a response from GWI and their staff is always knowledgeable and easy to communicate with about my issues.
Purchased Date: February 01, 2009
Information Specialist II, IVRS
April 22, 2010
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Pros
1. Functionality is wonderful
2. Features exceeds our business needs
3. The minimal training we recieved was thorough
4. The help and online help is excellent and very well written
5. Customer support from GWI is outstanding
Cons
1. When spell checking it covers the paragraphs so you cannot see what you are spelling.
2. Notifications pile up if that feature is not turned on. Then when it is turned on, old notifications go out to help desk support and users.
Overall
This is a very well designed product. It is complex in its functionality but a very powerful tool. though it is complex and powerful, it is very easy to learn how to use. I highly recommend to any agency to review this product in conjunction with their business needs as I believe they will find that it exceeds their business needs and may even offer ideas to improve internal processes that may be holding them up from streamlining certain processes.
Purchased Date: August 01, 2007
Network engineer, Tax Technologies Inc
April 22, 2010
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Pros
Very configurable for individual needs
Easy for users to learn
Easy for customers to use and submit request
Great change management utilities
Nice ticket routing capabilities
All Web based, easy server inhouse implimentation
Great upgrade and support from GWI
Cons
Uses SQL reporting services which can be hard to configure reporting for external access.
Overall
I would recommend this software to anyone looking to do incident management or change management in thier enviroment. It is very easy for IT personel to manage and support.
Purchased Date: November 01, 2009
Information Tech, PETA
April 22, 2010
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Pros
We have this product for hour helpdesk ticketing system. It is exactly as we expected with the flexibility of installing the back-end database on a seperate sql server with sql cluster for redundancy.
Cons
Asset tracking could be better which could include bar code scanning and assigning asset numbers.
Overall
Would recommend this product.
Purchased Date: January 01, 2005
IT Support Manager, MATRIX Resources Inc
April 22, 2010
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Pros
The GWI iSupport software was easy to install and setup. We were up and running in just a few days. Modifications are easy to implement and the product is easy to use.
We feel that after extensive testing of other product we made the right discission and chose GWI iSupport.
When we had to call GWI for support the staff is extremly helpful and knowledgeable.
Cons
We love GWI.
Overall
I would recommend GWI iSupport software as it has meet our needs. GWI iSupport is easy to configure and maintain. GWI releases updates with feature that are great pretty regularly. Their support staff is great to talk with and are very helpful.
I changed a setting and could not figure out how to get back to the original settings. I called GWI and they remoted into my system and bailed me out once again.
We love GWI.
Purchased Date: January 01, 2004
Helpdesk Manager, The Fresh Market
April 22, 2010
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Pros
c.Support (now known as iSupport) has played a vital role in our day to day operation within our IT department through its incident and problem management, workflows, asset and software tracking, and approval cycles.
Cons
None at this time
Overall
The application is fully customizable to fit your business needs. The product consistently gets better and better with each release and the customer support is outstanding.
Overall: Great product A+
Purchased Date: March 01, 2008
Computer Operations Supervisor, Brookhaven Memorial Hospital
April 22, 2010
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Pros
The BEST support staff I've ever worked with by far. The product is easy to use and has done an excellent job of organizing our help desk requests. It is well liked by both the end users and our support staff.
We are able to easily create groups and queues for each department. Using templates we have been able to allow the end user the ability to open tickets directly into specific queues.
Active directory integration is a huge plus and allows the end user to open tickets with minimal input.
Notification options are plentiful and easy to configure. We love the correspondence feature that allows us to easily include full ticket detail in an e-mail to the end user.
The PC scan feature is amazing, incredibly useful utility.
Numerous Reporting options
The product is designed to scale very well
Cons
I wish printing tickets (when necessary) was a faster process. A few too many clicks to get the printing process to happen.
Reports are great and plentiful however because we run the application and the Database on the same server, report generation can sometimes be slow.
Overall
I highly recommend this product for all the reasons stated, but most important is the support staff at GWI. They truly made the difference before the sale and have maintained that excellence since we've purchased (2+ years and counting).
Purchased Date: N/A
DBA ,Csupport 7.0.1.0 for Windows Admin., WVC
April 22, 2010
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Pros
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
Cons
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.
Overall
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!!
Purchased Date: October 01, 2006
IS Analyst/Programmer, SurModics, Inc.
April 22, 2010
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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.
Overall
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.
Purchased Date: January 01, 2003
Senior Support Analyst, Sigma Aldrich Corporation
April 05, 2010
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Pros
The multiple area's of iSupport for service techs to access information from is invaluable. The dashboard features are easily enabled. Ad-hoc reporting combined with the views offers both customers and reps with a variety of reporting that satisfies everyone's needs. The ability to turn on features, such as CMDB, Asset Management, and Problem Management as we prepared our implementation made our migration from the earlier versions easier.
Cons
Would love for GWI to offer more of the "No-cost to customers" on-line tutorials such as the Hierarchy Designs.
Overall
Easy to use, Easy to install, Fast & Friendly Customer Service & Support.
I would recommend this feature rich software for customers looking for a solution to run their World Class Service Desk.
