--- title: "iSupport Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about iSupport Software - reviews, pricing plans, popular comparisons to other Service Desk products and more." source_url: "https://www.capterra.com/p/152/iSupport/" page_type: "product" language: "en" publication_date: "2026-10-19" --- # iSupport Software Review 2026: Features, Integrations, Pros & Cons Last updated on October 19, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) iSupport ## What is iSupport? iSupport is an ITIL-aligned help desk and ITSM solution for small and midsize organizations that need full service desk capability without enterprise cost or complexity. Deploy on-premises with a one-time perpetual license or as a hosted subscription. The Incident Management Edition covers ticketing, rules-based routing and escalation, SLAs, knowledge, assets, and reporting. The Service Desk Edition adds problem and change management, a service catalog, and a CMDB. Built-in AI summarizes incidents and customer history and helps technicians write and edit responses, using OpenAI or a self-hosted OpenAI-compatible model to keep data in-house. mySupport self-service portals let end users submit and track requests and find answers. iSupport integrates with Active Directory, Microsoft 365, and BeyondTrust, and includes iOS and Android apps. Licensing is concurrent, not per named agent, and maintenance includes unlimited support from a US-based team. ## What is iSupport used for? [Remote Support](https://www.capterra.com/remote-support-software/)[Help Desk](https://www.capterra.com/help-desk-software/)[ITSM](https://www.capterra.com/itsm-software/) Top alternative Featured Overall rating Based on 34 user reviews Reviews sentiment Positive 88% Neutral 12% Negative 0% Starting price $699 One Time Free trial available Free version not included Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for iSupport?[Manage this product listing](https://www.g2.com/products/isupport-software/claim_requests/new?auto=true) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### iSupport 4.3 (34) VS. [4.5 (805)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting Price $699 One Time Starting Price $19 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.4 (34) Ease Of Use 4.6 (792) Value For Money 4.2 (6) Value For Money 4.4 (713) Customer Service 4.6 (33) Customer Service 4.5 (745) ## iSupport alternatives [4.5 (524)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting price $89.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars Highest Rated [4.6 (108)](https://www.capterra.com/p/133392/Service-Desk/reviews/) Starting price $17.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.4 (4,094)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.4 (234)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) Starting price $16.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars ## FAQs about iSupport Overview ### Which roles and teams benefit most from iSupport? iSupport is most used by IT support teams, systems administrators, network engineers, and service desk managers who handle incidents, service requests, and technical troubleshooting. Application and systems analysts use it to track recurring issues and coordinate resolutions, while IT managers and information systems directors monitor service operations, team workloads, and support performance. Answer based on 33 reviews Overview ### What company size and specific industries is iSupport built for? iSupport is designed for small and midsize organizations in government, education, healthcare, and finance that need ITIL service management on-premises or hosted. It suits teams that want service management capabilities without the cost and complexity typically associated with enterprise-level platforms. Features and Usability ### What are the key features of iSupport? iSupport offers support ticket management, incident and problem management, and email to case for handling requests. It includes a self service portal, knowledge base management, live chat, and multi-channel communication. Reporting and analytics, SLA management, automated routing, task automation, and third-party integrations cover workflow and performance tracking. Integrations ### Which third-party tools and platforms does iSupport integrate with? iSupport integrates with 2 third-party tools: Microsoft Entra ID and Microsoft Excel. These catalog integrations cover identity management and spreadsheet-based data handling, giving teams options for authentication and reporting within Microsoft-based workflows. Answer based on 5 reviews Getting Started and Support ### What training and onboarding options does iSupport offer? iSupport provides live online sessions, webinars, and documentation to help teams get started. Live online sessions and webinars support guided instruction and scheduled learning, while documentation offers written reference material for setup, feature review, and ongoing use. Answer based on 3 reviews Getting Started and Support ### What customer support options does iSupport offer, and how do users rate the experience? iSupport offers email/help desk, FAQ/forum, knowledge base, phone support, and chat. Users generally describe support staff as knowledgeable, friendly, and quick to respond, including during upgrade issues. Documentation is considered helpful by some, though others report recurring upgrade problems and an install manual that has not kept pace with newer versions. Answer based on 14 reviews Ease of use ### How easy is iSupport to use for help desk teams? iSupport supports everyday ticket handling with configurable queues, templates, email integration, and familiar workflows. Help desk teams often find ticket submission and technician work easy to learn, while administrators may face a steeper learning curve when configuring reports, views, portals, roles, and advanced customization. Answer based on 12 reviews ## Features AI summary Based on 5,135 Service Desk reviews Capterra data shows that buyers of Help Desk software rank the following features as their top priorities: - **Ticket Management** (**55%** of reviewers rated this feature as critical) - **Support Ticket Management** (**49%**) - **Real-Time Notifications** (**39%**) iSupport includes **Ticket Management** and **Support Ticket Management**, giving support teams a clear way to organize requests, track issue status, and manage customer cases from intake to resolution. However, it does not include **Real-Time Notifications**. Instead, it offers other highly rated capabilities, including **Service Level Agreement (SLA) Management** (**40%**), **Mobile Access** (**39%**), and **Call Center Management** (**39%**), helping businesses maintain response targets, support agents on the go, and handle customer interactions across service channels more efficiently. Ticket Management 3.5 (2) 50.00% of 2 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues Support Ticket Management 4.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Service Level Agreement (SLA) Management 4.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Set and monitor service level agreements to ensure timely response and resolution Call Center Management 3.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Incident Management 4.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Manage and track all disruptions and incidents Knowledge Base Management 2.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support iSupport 55 features ### All Features - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - AI Text Generation: Allows users to generate text based on a text prompt. - Alerts/Escalation: System alerts about the need to escalate an issue or request - API: Application programming interface that allows for integration with other systems/databases - Asset Tracking: Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle - Automated response: Provides tools such as auto-discovery to assist companies in automating their breach notification response. - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Autoresponders: Create and automatically send premade copy in response to customer messages - Availability Management: Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Change Management: Track and monitor efficient handling of all changes/transitions - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Configuration Management: Identify component attributes like servers, hardware, software, and manage relationships across all services - Contract/License Management: Track, store, and access client contracts or licenses - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customizable Branding: Add customized logos and colors to align with company branding - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Data Import/Export: Import and export data to and from software applications - Diagnostic Tools: Access client's system information, including hardware and software configuration, to perform diagnostics - Email Management: Manage, store and organize emails within the system or via third-party apps - Email to Case: Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket - Incident Management: Manage and track all disruptions and incidents - Interaction Tracking: Track interaction history by documenting conversations for contacts - IT Asset Management: Managing inventories and tracking changes to hardware and software configurations - Key Performance Indicators: Quantifiable metrics to track objectives, gauge milestones, and evaluate the success of a particular activity - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Live Chat: Ability to chat online in real time - Macros/Templated Responses: Templated responses for responding quickly to recurring support requests - Mobile Access: Access software remotely via mobile devices - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Prioritization: Arrange tasks based on the level of priority or urgency - Problem Management: Identify and solve underlying cause of incident(s), and prevent future incidents from occurring - Project Management: Plan and coordinate all the resources, costs and time needed to execute assignments - Queue Management: Monitor wait time and abandonment for incoming requests that have not been routed - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Real-Time Updates: Receive system updates as soon as any changes are made - Remote Access/Control: Access work applications remotely, for when working away from the office and/or traveling - Reporting: Empower brands with an intelligent reporting tool and dashborads to provide visibility into number of viewers, likes, number of asked questions, and chat entries, total number of clicks, CTR, and entire stream health - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Screen Sharing: Digitally share screen view with others - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Session Recording: Record active support and chat sessions for auditing and training - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Support Ticket Management: Allow customers/users to submit support queries and service requests - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Task Automation: Automatically handle routine, repetitive tasks and processes without the need for manual intervention - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - Ticket Response User Experience: User Experience of responding and receiving a response - Workflow: Offers workflows to process Data Subject Access Requests to enable multiple departments to assist when complying with user access and deletion requests. - Workflow Management: Create, design and manage workflows for repetitive tasks --- Get Advice We can help you find the software with the features you need. Features 4.2 (10) 4.2 Based on 10 reviews ## Pricing Value for money 4.2 (6) Free Trial Basic $699.00 One Time Value for money 4.2 (6) 4.2 Based on 6 reviews ## Integrations [ Microsoft Excel](https://www.capterra.com/p/176574/Excel/)[ Microsoft Entra ID](https://www.capterra.com/p/219692/Azure-Active-Directory/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.6 (33) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.6 (33) 4.6 Based on 33 reviews ## User reviews Overall rating 4.3 Based on 34 reviews Filter by rating 5(13) 4(17) 3(4) 2(0) 1(0) Mentioned topic Sorted by most recent Akshika V. iOS Developer Computer Software ### "Easy to use and excellent features with a solid helpdesk solution" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 3.0 3.0 Likelihood to Recommend 7/10 January 12, 2023 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. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. PD Paul D. Network Engineer Hospital & Health Care ### "It could be good, but it's getting worse, not better" 3.0 Overall Rating 3.0 3.0 Ease of Use 2.0 2.0 Features 3.0 3.0 Customer Service 3.0 3.0 Likelihood to Recommend 2/10 March 14, 2021 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. 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. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Johnathan M. Business Analyst Computer Software ### "Easy to use, but not very robust" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 September 7, 2019 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. 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Anonymous User Support Technician Insurance ### "iSupport had a lot of wonderful features, but it started to get very slow." 3.0 Overall Rating 3.0 3.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 3.0 3.0 Likelihood to Recommend 9/10 July 10, 2018 Overall an awesome product that delivers a tried and tested ticketing system. Pros A lot of awesome functionality. Mass manipulation of tickets and linking tickets to together in parent-child relationships. Cons Speed was awful after using it for about a year with 1500-2000 users submitting tickets daily. even with the added customization. Their support was difficult to contact at times. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AD Aman D. Sr Program Analyst ### "Very user friendly ticket handling software" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 May 31, 2018 We manage the helpdesk ticketing system using this software and extend an experience to smoothly submit, track status of the tickets submitted by users. 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. JT Jacob T. Application Support Analyst ### "iSupport provides a feature-filled, if somewhat immature ticketing system" 3.0 Overall Rating 3.0 3.0 Ease of Use 2.0 2.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 0/10 May 16, 2017 Pros 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 Cons 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 Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. BT Brandon T. Technology Integration Specialist Primary/Secondary Education ### "iSupport Review" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 7/10 March 8, 2017 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. 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. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. JL Jeff L. PC Support Analyst II Construction ### "I would recommend iSupport to any company looking for a work-tracking solution. " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 March 7, 2017 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. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RB Ryan B. Microsystems Manager Banking ### "Best Helpdesk Software Handdown!" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 March 7, 2017 Pros I like the ability to do just about anything you can imagine. Updates are small and quick, free training all the time, Enhancement requests are actually looked out and almost all are implemented. Cons I have not found anything that I don't like about the product. We have been using this product for going on 3 years now. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. KR Kristen R. ### "Decent Ticketing System " 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 0/10 November 8, 2016 iSupport is a web based ticketing system that you can use for incident management and project management. It also has a Knowledgebase piece, but after an update it stopped working at a company I worked for. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/152/iSupport/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.