iSupport® helps you to perform functions such as creating and managing incidents, entering and searching for knowledge entries and FAQs, tracking assets, customers, and companies, sending surveys, and generating reports. Administrators can enable and configure all of the features in the application. Administrators and support representatives can use the Desktop to access all iSupport functionality. Customers can use mySupport® portals to submit and view incidents and changes, view problems and known errors, search for knowledge entries, and view headlines and FAQs. If you have the Service Desk edition, you can additionally create and manage problems, changes, and purchase requests.
Use the iSupport Desktop to access all iSupport functionality. It is the customizable framework on which you will create dashboards and add components for views, reports, news feeds, charts, and more. Use the Configuration option on the Desktop to enable additional features and fully configure iSupport.
iSupport starts with a basic default configuration, but it is completely customizable and you can enable only the features that are applicable to your environment. Note that iSupport is fully documented in a context-sensitive help system that you can access via the Help menu on the Desktop at any time; use the links below to access some of the PDFs that are included in the help system.
iSupport Configuration Overview
Configuring iSupport Email Functionality
Configuring Support Representative Functionality
Configuring iSupport Category Functionality
Configuring iSupport Customer and Company Functionality
Configuring iSupport Incident Functionality
Configuring iSupport Knowledge Functionality
Configuring iSupport Asset Functionality
Configuring iSupport Service Contract Functionality
Configuring Mobile Layouts and Settings
Service Desk Edition
Configuring iSupport Problem Functionality
Configuring iSupport Change Functionality
Configuring iSupport CMDB Functionality
Configuring iSupport Purchasing Functionality
Configuring iSupport Service Catalog Functionality Functionality
Configuring iSupport Opportunity Functionality
Configuring mySupport Functionality
Desktop and Communication Features
Communicating With Reps And Customers