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iSupport Service Desk

isupport.com

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Spec score 8.6 #11 of 43 in IT Change Management Software

What it is

iSupport Service Desk automates incident, problem, change, knowledge, asset, customer, approval, and survey functions. Its Service Desk Edition combines incident, problem, and change management with service contracts, a CMDB, SLAs, purchasing, and a service catalog. Incidents can come in through email, direct entry, scheduling, social media, mobile clients, and mySupport portals. Administrators can configure forms, workflows, integrations, and business rules. The mySupport self-service portal includes chat, forums, knowledge bases, Q&A guides, custom forms and workflows, and real-time reporting. It is included with every license, with unlimited branded portals and end users at no additional cost. Reporting supports custom report building and scheduled PDF, Excel, and Word reports. The software can be hosted or installed on-premise, with access through Android, iOS, and web; an HTML5 interface also supports tablets and smartphones. Pricing is on request, and a free trial is available.

Spec sheet

What it does
iSupport is IT service-management and help-desk software for incident, problem, change, asset, knowledge, workflow and customer-support operations.Read 15 Oct 2026 · isupport.com
Deployment
The product is offered as hosted software or an on-premises installation.Read 15 Oct 2026 · isupport.com
Integrations
Documented integrations include Active Directory, LDAP, Bomgar, Citrix GoToAssist, Outlook Calendar, Google Calendar, Twitter and third-party reporting tools.Read 15 Oct 2026 · isupport.com
Support
Technical support is available by phone or email Monday through Friday from 6:00 AM to 5:00 PM, and deployment consulting is provided remotely by systems engineers.Read 30 Sep 2026 · isupport.com
Headquarters
Washington State, United StatesRead 28 Sep 2026 · isupport.com
Founded
1992Read 28 Sep 2026 · isupport.com
AI integration
AiSupport can connect to OpenAI or an OpenAI-compatible model hosted publicly or on a local server, and provides summaries and customizable editing prompts.Read 15 Oct 2026 · isupport.com
API and webhooks
The vendor describes a bidirectional API and webhooks for posting iSupport data to web applications; no SDK is listed on the integration page.Read 15 Oct 2026 · isupport.com
Asset management
Network scanning builds an asset database and can run scheduled or real-time comparisons; the vendor says asset quantity does not change the price.Read 15 Oct 2026 · isupport.com
Asset tracking
iSupport scans networks and does not charge based on the number of monitored assets, whether there are 200 or 200,000 assets.Read 30 Sep 2026 · isupport.com
CMDB
The CMDB records assets, services and resources and graphically displays their relationships.Read 15 Oct 2026 · isupport.com
Company founding
iSupport Software says it was founded in 1992.Read 15 Oct 2026 · isupport.com
Company legal name
The website footer identifies the maker as Groupware Incorporated doing business as iSupport Software.Read 15 Oct 2026 · isupport.com
Company ownership
LinkedIn describes the company as privately held.Read 15 Oct 2026 · linkedin.com
Core purpose
iSupport Service Desk automates incident, problem, change, knowledge, asset, customer, approval, and survey functions.Read 30 Sep 2026 · isupport.com
Customization
Administrators can configure custom forms, workflows, integrations, and complex business rules.Read 30 Sep 2026 · isupport.com
Documentation depth
Public documentation includes installation, administration, configuration and desktop-use PDF manuals with detailed IIS, SQL Server and integration procedures.Read 15 Oct 2026 · isupport.com
Editions
iSupport has Incident Management and Service Desk editions, with Service Desk adding problem, change, purchasing, opportunity and CMDB capabilities.Read 15 Oct 2026 · isupport.com
Headquarters and size
LinkedIn lists Vancouver, Washington headquarters and 11–50 employees.Read 15 Oct 2026 · linkedin.com
Historical company news
A company announcement says GWI Software changed its name to iSupport Software and reported about 3,000 installations worldwide at version 9.5.Read 15 Oct 2026 · isupport.com
Incident intake
Incidents can be created from email, direct entry, scheduling, social media, mobile clients, and mySupport portals.Read 30 Sep 2026 · isupport.com
Incident management
Incidents can be created from email, direct entry, schedules, social media, mobile clients and end-user portals, then routed and escalated by configurable rules.Read 15 Oct 2026 · isupport.com
Knowledge base
Knowledge entries can be captured from resolved incidents, routed through approval workflows and published to end users through mySupport.Read 15 Oct 2026 · isupport.com
Licence model
Independent product information describes subscription or one-time perpetual licensing for hosted and on-premises deployments, indicating a commercial closed-source product.Read 15 Oct 2026 · g2.com
Limit: chat and performance
Individual G2 reviews mention occasional lag and chat messages not being available to recipients who were offline.Read 15 Oct 2026 · g2.com
Limit: complexity and learning curve
G2 reports that the breadth of features can make configuration difficult and create a steep learning curve.Read 15 Oct 2026 · g2.com
Limit: interface and routing
Gartner review excerpts call the interface clunky after a redesign and report difficulty contacting the correct team at very high ticket volumes.Read 15 Oct 2026 · gartner.com
Limit: reporting effort
Several G2 reviewers describe reporting as difficult to find, build or run efficiently.Read 15 Oct 2026 · g2.com
Mobile access
The HTML5 interface is optimized for desktops, tablets and smartphones, including iPhone and Android devices.Read 15 Oct 2026 · isupport.com
mySupport licensing
mySupport is included free with every iSupport license, with unlimited custom branded portals and end users at no additional cost.Read 30 Sep 2026 · isupport.com
Praise: administration and visibility
Gartner reviewers praise simple administration, ticket handling, operational visibility and workflow control.Read 15 Oct 2026 · gartner.com
Praise: customization and usability
G2's review synthesis says users repeatedly praise customization, a user-friendly interface, ticket handling and responsive support.Read 15 Oct 2026 · g2.com
Problem and change management
Service Desk supports related incidents and assets, change types, hierarchical templates, approvals, escalation, audit history and configurable notifications.Read 15 Oct 2026 · isupport.com
Rating on Capterra
4.3 out of 5 from 34 reviewsRead 15 Oct 2026 · capterra.ca
Rating on G2
4.2 out of 5 from 22 reviewsRead 15 Oct 2026 · g2.com
Rating on Gartner Peer Insights
4.8 out of 5 from 21 reviewsRead 15 Oct 2026 · gartner.com
Rating on TrustRadius
5.1 out of 10 from 4 reviewsRead 15 Oct 2026 · trustradius.com
Release news
The company history records iSupport version 18.2 as released in 2025, and the homepage announces v18.2 with AiSupport.Read 15 Oct 2026 · isupport.com
Reporting
Reporting includes drag-and-drop report building, scheduled PDF/Excel/Word delivery, charts, filters, exports and real-time dashboards.Read 15 Oct 2026 · isupport.com
Security controls
The product supports custom role-based permissions, full audit history, and portal security controls.Read 30 Sep 2026 · isupport.com
Security statement
The mySupport feature page describes the portals as secure, while no independent compliance certifications are listed on the reviewed official pages.Read 15 Oct 2026 · isupport.com
Self service
mySupport provides chat, discussion forums, knowledge bases, Q&A guides, custom forms and workflows, and real-time reporting.Read 30 Sep 2026 · isupport.com
Self-service portals
mySupport is included with every license and allows unlimited branded portals and end users without an additional charge.Read 15 Oct 2026 · isupport.com
Service management
The Service Desk Edition includes incident, problem, and change management, service contracts, CMDB, SLAs, purchasing, and a service catalog.Read 30 Sep 2026 · isupport.com
Support hours
The published support schedule is 6:00 AM to 5:00 PM Monday through Friday.Read 15 Oct 2026 · isupport.com
System architecture
Administration documentation describes IIS web hosting with Microsoft SQL Server and recommends a dedicated server with reserved memory for virtualized deployments.Read 15 Oct 2026 · isupport.com
Target users
iSupport serves organizations in manufacturing, education, government, communications, technology, and professional services.Read 30 Sep 2026 · isupport.com
Technical support
Support is available by phone and email during stated business hours, with a support portal offering chat, incident submission, knowledge search, FAQs and forums.Read 15 Oct 2026 · isupport.com
Workflow automation
Rules can route, escalate and update work items, enforce SLAs, trigger approvals, create incidents from email and invoke webhooks.Read 15 Oct 2026 · isupport.com

Plans and prices

Incident Management Priced on request Active Directory integration · SQL Server/Windows Server support · custom fields · notifications · approvals Read 15 Oct 2026 · g2.com
Service Desk Priced on request Includes Incident Management · API · associated work items · opportunity management · email processing · service contracts Read 15 Oct 2026 · g2.com
Service Desk Edition Priced on request mySupport included free · unlimited branded portals and end users · asset count not priced Read 30 Sep 2026 · isupport.com

Every iSupport Service Desk plan and price →

Strong points and limits

Strong points

  • mySupport includes unlimited branded portals and end users.
  • Incidents can enter through six listed channels.
  • Supports approval workflows and change audit trails.
  • Asset charges are not based on monitored asset count.

Limits

  • Pricing is available on request only.
  • Technical support hours are Monday through Friday, 6:00 AM–5:00 PM.

Who it suits

It suits organizations in manufacturing, education, government, communications, technology, and professional services that need configurable service management and self-service portals.

Verdict

iSupport Service Desk covers service workflows from incident intake and change management to asset tracking and reporting. Its included mySupport portals and configurable workflows are notable provisions; pricing requires an inquiry.

Where Specifiction places it

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