iSupport helps you to automate functions such as managing incidents, entering and searching for knowledge entries and FAQs, tracking assets, customers, and companies, sending surveys, and generating reports.
iSupport invented the modern help desk software solution in 1997. We build our software to be powerful and configurable.
You can configure custom forms, custom workflows, and custom integrations, or use it out of the box with almost no configuration.
Start with the IT help desk software and then move iSupport though your organization: human resources, facilities, and customer support. iSupport Service Desk helps you to automate incident, problem, change, knowledge, asset, customer, approval, and survey functions and so much more.
iSupport is the perfect blend of function, power, and user experience – the ultimate ‘do more with less’ application.
Most help 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 use. 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.
Many of the requests you receive at the help desk are tasks that involve multiple people and/or multiple steps to complete. Hierarchy templates enable you to create simple projects to track the assignment and progress of each step. Apply approval cycles to hierarchy templates, and iSupport becomes a workflow machine. Approvals can run serially or concurrently, supporting almost any approval process your company already has in place.
Using our rule engine and self-building knowledge base, you can solve problems with little human intervention. First use iSupport to identify your most common issues, and then build rules to automatically respond to your customers. Automatic responses can direct your customers to knowledge base entries that describe solutions or have links to files or documents that contain the fix they are looking for. Immediate response to critical issues that the customer can fix themselves – support nirvana.
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 rules engine, the automatically- created ticket can be routed to the appropriate group for corrective action.
Capture your company’s intellectual property with our self-building knowledge databases (Kbases). Information taken from solutions can be automatically added to your Kbase or information can be directly authored.
Supporting information such as attachments, links to external websites, and videos can be added to solution documents as well.
Enable our Kbase approval process to be sure that knowledge is peer reviewed before being published. Knowledge can be published to your users via mySupport or secured to specific groups or individuals.
You can add custom fields to support specific processes and control the look and feel of your Kbase documents with our layout designer.
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.
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
Technicians need the flexibility to provide support from any location. It has never been easier to empower your technicians to provide support from wherever they are through their handheld device. You can access iSupport via a tablet, smart phone (iPhone or Android), or WAP (Wireless Application Protocol) phone for in-the-field updates to iSupport data, inside or outside the firewall, with interfaces optimized for your device. iSupport’s Easy Submit functionality enables customers to use an older version of a device that cannot render HTML5 to submit incidents.
iSupport’s mobile functionality includes an HTML5 interface with the following:
Customizable work item views
Work item creation and update functionality
A Check In feature for administrative tracking via a Rep Map component
Customizable entry screens
Support representatives can use WAP-enabled phones to create, edit, and view Incident, Customer Profile, and Company records using a simple web interface.