iSupport

IT help desk and service desk software built for complex business processes

Help Desk & Ticketing IT Service Management www.isupport.com

Visit Website

Founded

1997

Starting Price

$39

About iSupport

iSupport is a US-based help desk and service desk software platform built for IT teams and small to midsize organizations that need to automate incident, problem, change, and asset management. Founded in 1997, it offers both on-premise and cloud deployment with deep customization, multi-channel support, and a flexible ticket management system. iSupport is positioned as an alternative to enterprise ITSM platforms with friendlier pricing and US-based live support.

Pros & Cons

Pros

Highly customizable workflows and ticket forms suit complex IT processes
Both cloud and on-premise deployment options for security-conscious teams
US-based live customer support with a strong reputation among existing customers
Broad ITSM feature set (incident, problem, change, asset, knowledge) without enterprise-tier pricing
Perpetual license option remains available for buyers who prefer capex over subscription

Cons

Deep feature set creates a steep learning curve during initial configuration
Reporting beyond canned reports can be cumbersome to build and tune
Asset management UI feels dated and sorting large inventories can be slow
Interface and UX are less modern than newer SaaS-native competitors
Public pricing is limited; final cost typically requires a sales conversation

Key Features

Incident Management

Unify phone, email, chat, forums, social, and self-service requests into a single ticket entry point with automation rules.

Problem & Change Management

Track root causes and orchestrate change approvals with built-in workflows aligned to ITIL practices.

Asset Management

Inventory and track hardware and software assets, link them to incidents, and run discovery scans across the environment.

Knowledge Base

Author and surface knowledge articles to agents and end users to deflect tickets and speed resolution.

Self-Service Portal (mySupport)

Branded end-user portal for submitting tickets, browsing knowledge, and tracking request status.

Workflow Automation

Visual rule builder for routing, escalations, SLAs, approvals, and notifications without writing code.

Surveys & Customer Feedback

Send post-resolution surveys and feed CSAT data into agent and team dashboards.

Reporting & Dashboards

Pre-built and custom reports for ticket volume, SLA compliance, agent performance, and asset health.

Flexible Deployment

Run iSupport in the cloud or on-premise on your own infrastructure to meet security and compliance needs.

Integrations & API

Connect with Active Directory, monitoring tools, and custom systems through built-in connectors and the REST API.

Pricing

Basic

$39/user/month

Core incident and ticket management
Email and self-service channels
Knowledge base
Standard reports
US-based support

Professional

$59/user/month

Everything in Basic
Problem and change management
Asset management
Workflow automation
Custom dashboards

Enterprise

$79/user/month

Everything in Professional
Advanced ITSM modules
API access and integrations
Custom roles and permissions
Premium support

On-Premise (Perpetual)

$699/one-time

Self-hosted deployment
Perpetual license
Optional annual maintenance
Custom implementation services available

Best For

Internal IT Help Desk

Mid-sized IT teams use iSupport to track employee tickets, manage assets, and enforce SLAs across multiple support channels.

ITIL-Aligned Service Desk

Organizations implementing ITIL practices use the incident, problem, and change modules to standardize processes without buying a heavyweight ITSM suite.