iSupport Configuration

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.

Basics

Adobe_PDF_file_icon_24x24  iSupport Configuration Overview

Adobe_PDF_file_icon_24x24 Configuring iSupport Email Functionality

Adobe_PDF_file_icon_24x24 Configuring Support Representative Functionality

Adobe_PDF_file_icon_24x24 Configuring iSupport Category Functionality

Adobe_PDF_file_icon_24x24 Administering iSupport

Feature Configuration

Adobe_PDF_file_icon_24x24 Configuring iSupport Customer and Company Functionality

Adobe_PDF_file_icon_24x24 Configuring iSupport Incident Functionality

Adobe_PDF_file_icon_24x24 Configuring iSupport Knowledge Functionality

Adobe_PDF_file_icon_24x24 Configuring iSupport Asset Functionality

Adobe_PDF_file_icon_24x24 Configuring iSupport ServiceContract Functionality

Adobe_PDF_file_icon_24x24 Configuring Mobile Layouts and Settings

Service Desk Edition

Adobe_PDF_file_icon_24x24 Configuring iSupport Problem Functionality

Adobe_PDF_file_icon_24x24 Configuring iSupport Change Functionality

Adobe_PDF_file_icon_24x24 Configuring iSupport CMDB Functionality

Adobe_PDF_file_icon_24x24 Configuring iSupport Purchasing Functionality

Adobe_PDF_file_icon_24x24 Configuring iSupport Service Catalog Functionality Functionality

Adobe_PDF_file_icon_24x24 Configuring iSupport Opportunity Functionality

mySupport

Adobe_PDF_file_icon_24x24 iSupport MySupport Features

Adobe_PDF_file_icon_24x24 Configuring mySupport Functionality

Desktop and Communication Features

Adobe_PDF_file_icon_24x24 Using The iSupport Desktop

Adobe_PDF_file_icon_24x24 Communicating With Reps And Customers

Adobe_PDF_file_icon_24x24 Configuring iSupport Views, Charts, and Alerts