GLPI vs iSupport Service Desk
GLPI
glpi-project.org
iSupport Service Desk
isupport.comSide by side
| Figure | GLPI | iSupport Service Desk |
|---|---|---|
| Price from | €19/mo | — |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | Yes | — |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| macOS | Yes | — |
| Linux | Yes | — |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | Yes |
| Plans published | 13 | 3 |
| Spec score · IT Change Management Software | 9.2 (#2) | 8.6 (#11) |
| Asset management | GLPI manages hardware, software and licenses, network equipment, certificates, domains, clusters, and databases. | Network scanning builds an asset database and can run scheduled or real-time comparisons; the vendor says asset quantity does not change the price. |
| Integrations | Official integrations include Azure/Entra ID, Google SSO, GLPI Inventory and webhooks. | Documented integrations include Active Directory, LDAP, Bomgar, Citrix GoToAssist, Outlook Calendar, Google Calendar, Twitter and third-party reporting tools. |
| Knowledge base | A knowledge-base module centralizes internal procedures and public FAQs for user self-service. | Knowledge entries can be captured from resolved incidents, routed through approval workflows and published to end users through mySupport. |
| Rating on Capterra | 4.5 out of 5 from 41 reviews | 4.3 out of 5 from 34 reviews |
| Rating on G2 | 4.5 out of 5 from 42 reviews | 4.2 out of 5 from 22 reviews |
| Rating on Gartner Peer Insights | 4.3 out of 5 from 7 ratings | 4.8 out of 5 from 21 reviews |
| Rating on TrustRadius | 9.2 out of 10 from 9 reviews | 5.1 out of 10 from 4 reviews |
| Security controls | Cloud infrastructure uses OVH anti-DDoS firewalls, HTTPS-only access, VPN-authenticated maintenance, daily backups and 30-day retention. | The product supports custom role-based permissions, full audit history, and portal security controls. |
| Support | The download page says partners can provide configuration and customization support plus L1 and L2 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. |
| What it does | GLPI is free asset and IT-management software combining ITIL service desk, inventory, configuration management, license tracking and software auditing. | iSupport is IT service-management and help-desk software for incident, problem, change, asset, knowledge, workflow and customer-support operations. |
Plans
GLPI
- Public Cloud€19 a month
- Private Cloud€21 a month
- CustomPrice not published
- GLPI Network Basic€100 a month
- Self-hosted Basic€100 a month
- GLPI Network Standard€300 a month
- Self-hosted Standard€300 a month
- GLPI Network Advanced€1,000 a month
- Self-hosted Advanced€1,000 a month
- GLPI Network Enterprise€4,500 a month
iSupport Service Desk
- Incident ManagementPriced on request
- Service DeskPriced on request
- Service Desk EditionPriced on request
In their own words
GLPI
GLPI is an IT management platform for helpdesk tickets, asset inventory, and service management. Users can create incident or request tickets and assign them to a group, profile, or individual. Its service workflows include problem and change management, planning, recurring tickets, statistics, and custom forms. Asset records cover hardware, software and licenses, network equipment, certificates, domains, clusters, and databases. Other tools include project workflows with Gantt or Kanban views, a knowledge base, reservations, reports, and saved searches. GLPI offers eight profile types and standard or self-service interfaces; its self-service interface is free for end users. Organizations can choose cloud or on-premise deployment. The public-cloud offer has a 45-day trial without obligation or a credit card. Public Cloud costs €19 a month per IT agent, with one billed agent minimum; Private Cloud costs €21 a month per agent and requires at least 25 billed agents. The FAQ says on-premise GLPI has no licensing fees or limit on users or technicians.
iSupport Service Desk
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.