iSupport Service Desk

iSupport Service Desk is service-management software for automating work across incidents, problems, changes, knowledge, assets, customers, approvals, and surveys. Its Service Desk Edition includes incident, problem, and change management, plus service contracts, a CMDB, SLAs, purchasing, and a service catalog. Incidents can enter through email, direct entry, scheduling, social media, mobile clients, or mySupport portals. Administrators can configure forms, workflows, integrations, and business rules. The included mySupport service offers chat, forums, knowledge bases, Q&A guides, custom forms and workflows, and real-time reporting; it allows unlimited branded portals and end users at no extra cost. Reporting includes drag-and-drop report building and scheduled PDF, Excel, and Word reports. The software is available hosted or on-premise, with mobile access through an HTML5 interface on tablets and smartphones. It supports role-based permissions, audit history, and portal security controls. Pricing is on request, and a free trial is listed. Technical support is available by phone or email Monday through Friday from 6:00 AM to 5:00 PM.

iSupport Service Desk combines service-management functions with configurable workflows, self-service portals, and reporting. Pricing is on request, so prospective buyers will need to inquire about cost.

iSupport Service Desk may suit organizations in manufacturing, education, government, communications, technology, and professional services. Its configuration options and hosted or on-premise deployment may be relevant to teams with specific service workflows.

iSupport Service Desk is a configurable service-management platform for organizations coordinating incidents, problems, changes, assets, and customer requests. It suits teams with formal service processes and administrators willing to shape workflows, rather than companies looking for a minimal ticket inbox. Its strongest case is the combination of broad ITSM controls, unlimited branded self-service portals, and asset tracking without per-asset charges.

Overview

The Service Desk Edition brings incident, problem, and change management together with service contracts, a configuration management database, service-level agreements, purchasing, and a service catalog. Requests can enter through email, direct entry, schedules, social media, mobile clients, or portals, helping organizations capture work from varied channels.

iSupport has operated since 1992 and is headquartered in Washington State. It can be hosted or deployed on-premise, giving organizations control over infrastructure and deployment model. The trade-off is custom pricing and support limited to weekday business hours.

Key features

Change and service management

Approval workflows, a change calendar, emergency-change handling, an audit trail, and CMDB linking provide the controls needed for governed change programs. Incident and problem tools, contracts, SLAs, purchasing, and a service catalog extend the system beyond basic ticket resolution. This breadth is useful for IT departments that need connected operational records; smaller teams may find the range of configuration more than they need.

Workflow and self-service configuration

Administrators can create custom forms and workflows, connect integrations, and define complex business rules. mySupport adds chat, discussion forums, knowledge bases, question-and-answer guides, custom forms and workflows, and real-time reporting. Every iSupport license includes unlimited custom-branded portals and unlimited end users at no additional cost, which is a meaningful advantage for organizations serving many employees or customers.

Reporting, integrations, and assets

Drag-and-drop report building, charts, graphs, and scheduled PDF, Excel, and Word reports support recurring operational reviews, while Excel export helps with further analysis. Webhooks and a bi-directional API connect iSupport with other systems, alongside Active Directory, LDAP, Bomgar, Citrix GoToAssist, Outlook Calendar, Google Calendar, and third-party reporting tools.

Network scanning supports asset discovery without charging by monitored-asset count, whether an organization has 200 assets or 200,000. That can make the economics more predictable for large estates. Custom role-based permissions, full audit history, and portal security controls address access and accountability requirements.

Pricing

Service Desk Edition

Custom pricing is available on request. The edition includes mySupport, with unlimited branded portals and end users, and asset monitoring is not priced by asset count. A free trial is offered, but no trial length, seat allowance, renewal term, or published subscription amount is provided. Prospective buyers should ask for a quote that reflects deployment choice, user licensing, and implementation needs.

This plan is best suited to organizations that can justify a tailored ITSM deployment and want to avoid per-asset charges. Buyers seeking a transparent, self-serve monthly price will find the purchasing process less convenient.

Platforms

iSupport is available on Android, iOS, the web, and self-hosted deployments. Its HTML5 interface supports tablets, smartphones including iPhone and Android, and WAP phones, allowing mobile access without a separate platform-specific description.

Who it's for

Manufacturing, education, government, communications, technology, and professional-services organizations are the stated audience. It is a strong fit for teams that need formal change governance, CMDB relationships, service-level controls, customized portals, and large-scale asset discovery. It is less suitable for buyers whose priority is a simple help desk with publicly posted pricing and minimal administration.

Pros and cons

Pros

• Approval workflows, emergency changes, audit history, and CMDB links support accountable change management.
• Unlimited branded portals and end users through included mySupport avoid per-portal or per-end-user charges.
• Asset scanning does not charge by monitored-asset count, which benefits large inventories.
• Hosted and on-premise options accommodate different infrastructure policies.
• Extensive reporting and integration options support established service operations.

Cons

• Custom pricing makes direct budget comparison difficult.
• Technical support runs Monday through Friday, 6:00 AM to 5:00 PM, so round-the-clock coverage is not indicated.
• The configurable workflows and business rules require administrative effort that lightweight help desks may not warrant.

Alternatives

For a broader comparison of change-focused tools, see IT Change Management Software.

GLPI is the better choice when a freemium model, a free plan, and a published Public Cloud price of €19 a month per IT agent are priorities.

Choose Hornbill IT Asset Management when you want personalized, scalable packages and a free plan.

IFS Enterprise Service Management is an alternative for organizations comparing enterprise service management across Android, iOS, web, and Windows.

Consider Proactivanet ITSM when a paid ITSM product across mobile and web platforms fits your shortlist.

ChangeGear is another paid change-management option with self-hosted and web deployment.

Freshservice is preferable when transparent annual pricing matters: its Starter plan is $19 a month billed annually and includes knowledge management, task management, a support portal, and omnichannel support; it also offers a free trial.

Matrix42 FastViewer is a paid alternative priced at €540 per concurrent session per year plus 19% VAT.

OpenText Service Management offers paid SaaS editions with custom pricing and a stated 99.9% SLA uptime.

Verdict

Choose iSupport Service Desk if your organization needs governed change management, configurable service workflows, unlimited branded self-service portals, and asset discovery without per-asset fees. Look elsewhere if published pricing, 24/7 support, or a lightweight setup is more important than its broad controls and deployment flexibility.