End user self-support is the hottest topic in service delivery. mySupport is the product of years of research and development – iSupport invented the end user self-support portal in 1997. mySupport is unrivaled with the integration of the latest technologies and social media tools.
mySupport is included for free with every iSupport license. You can deploy as many custom branded support portals as you wish, supporting as many end users as you need, with zero additional cost.
Service Desk Edition
Web discussion forums including polling and customer surveys
Self-building knowledge bases and Q&A self-help guides
Integration with Twitter®, Facebook, YouTube®, PDF files, and other public content
Direct links to your custom forms and workflows
Control the design of your mySupport portals:
News feed or icon tile designs
Support for all mobile devices
Integration with social media
Support for custom news feeds, views, and charts
Support for hosted community forums
mySupport technology is great for departments other than IT. Some examples of where customers have deployed mySupport are:
Making informed decisions about your existing assets is critical to providing better service and reducing your costs.
iSupport includes scanning technology that queries your networks and builds databases with detected IT assets. In addition to scheduling scans, iSupport can perform real time scans with comparisons for easy troubleshooting.
Most vendors charge by the number of assets you are monitoring – iSupport does not. Whether it is 200 or 200,000 assets, it is always the same price with iSupport.
Monitoring your server and hardware is key to keeping your infrastructure up and running.
iSupport enables you to monitor CPU usage, disk space usage, and memory usage in real time. Not only will we alert you when thresholds are exceeded, we will keep a log of the thresholds until service returns to a normal state and create an incident ticket for the event.
Using our rule engine, the automatically-created ticket can be routed to the appropriate group for corrective action.
iSupport includes a built-in chat feature with customizable responses, emoticons, automatic incident creation, and chat history monitoring. Integration with Citrix GoToAssist Remote Support and Bomgar Software can be configured for remote desktop connection and chatting.
A configuration management database (CMDB) is a repository of information related to all the components of an information system. In the ITIL context, a CMDB represents the authorized configuration of the significant components in an IT environment.
iSupport’s CMDB is used to track the assets, services, and other resources that are crucial to your organization’s operation. The key goal of iSupport’s CMDB is to help your company understand the relationships between these components and track their configuration.
These items and their relationships are graphically displayed so you can immediately answer questions about events – planned or unplanned – that may impact aspects of your company’s IT operations.
Most service desk software vendors make you change your processes to match their workflow or charge you hundreds of thousands of dollars to hire their consultants to map to your processes.
Our workflow engine is both powerful and easy for you to develop. We enable you to write rules which can be grouped together to perform almost any task you can imagine. We help you start simple and increase the complexity based on the demands of your customers.
With iSupport you can support the proprietary business processes that make your company unique.
The Service Desk Edition Includes:
Work item routing
Work item escalation
Incident and change creation from email
Incident creation from social media
Incident and change update based on incoming email
Every form, every field, every label – that is our goal for configuration of iSupport.
Our forms are configurable, our reports are configurable, our end user tools are configurable, and our mobile clients are configurable. It can be as simple as changing the label on a field or redesigning an entire form.
We are committed to letting you have your way when it comes the layout of your service desk application. Very few products give you the control iSupport provides, and we do it without costly consulting engagements and an interest in preserving your changes across upgrades.
iSupport’s survey functions give you maximum flexibility in gauging customer satisfaction.
As simple as a “Did we meet your expectations?” contained in an email or as complicated as you wish to make it. Choose from check boxes, drop-down lists, or free text areas to create any survey you can imagine.
Surveys can be scheduled to be delivered with every closed incident, randomly, or to specific groups and/or individuals.
Build reports from your completed surveys to show management how you are doing when it comes to providing world class service.
Comprehensive purchasing functionality enables iSupport users to manage the complete life cycle of the IT service process and track all aspects of a project from start to finish. You can request and track products and services, and associate those requests with Incident, Problem, Change, and Asset records.
Implement an approval workflow to ensure accuracy and completion.
Record and charge back time worked against purchase requests and billing of time and materials.
iSupport enables you to create and manage service contracts for your customers. You can track and restrict incidents for customers, companies, and/or assets.
Set up contracts based on work item count (a specified number of incidents), hourly count (a specified number of hours), duration (time frame in days), or both (limiting the number of incidents within a specified daily time frame).
You Can Benefit From These Features By:
Setting up unique levels of service for different customers
Developed completely in HTML5, our beautiful user experience can be accessed from desktops, tablets, and most modern smart phones.
Each device’s unique screen properties have been taken into account to provide the richest experience possible.
Not just a scaled-down web page, iSupport goes to great lengths provide a client that is functional, beautiful, and customizable to meet your needs.
When your reps are in the field, track their locations with check in functions. Our smart mobile device interface detects the difference between tablets and mobile devices and presents only the information needed.