iSupport is designed to leverage your current computing environment and provide quick results and improved service.

Service desks are the main contact point for communications to the IT department. This front line is responsible for restoring services to a normal status in the quickest and most thorough manner possible. Providing the service desk with a tool to track and automate this first contact is critical; by properly recording the information, the status is clear to anyone at any point during the life of the issue.
iSupport Service Desk is a highly-scalable and configuratble, ITIL compliant, service and support application ready to handle your unique processes and methodologies, with enhanced permissions to enable segmented user bases or departments within the same instance of the product. Our product is developed with an "out-of-the-box" ease-of-use in mind, yet is powerful enough to automate your most complex workflows and handle today's service functions like:

Service Desk Features

  • Incident, problem, and change management
  • Real-time and scheduled reporting
  • Asset scanning and reporting
  • Powerful workflow rules
  • Active Directory and LDAP integration
  • Email processing
  • Third party remote control integration
  • Service contracts
  • Survey management
  • CMDB
  • Discussion forums with polling and voting
  • Social media integration
  • Full support for mobile devices and smart phones
  • Asset monitoring
  • The strongest end user support tools in the industry
  • Service level agreements (SLAs)
  • Purchasing
  • Service catalog
  • …and hundreds of additional features

Incident Management Features

  • Incident creation from email, direct entry, scheduling, social media, mobile client, and mySupport end user portals
  • Detailed customer information/history
  • Unlimited custom fields
  • Categories
  • Call scripts
  • Surveys
  • Chat
  • Auto-fill, auto-close, and hierarchical templates
  • Approval cycles
  • Routing based on location, skill, name, and group
  • Escalation
  • Service contracts
  • Field and tab layout designer
  • Related incidents and assets
  • Approval, audit, correspondence, customer, rule group, and work histories with smart search
  • Fully configurable threshold alerts and notifications
  • Integration with BomgarTM Remote Support Software, Citrix® GoToAssist®, Microsoft® Office Outlook® Calendar, Microsoft® Lync®, and Google CalendarTM
Service Desk Brochure
Incident Management Brochure
 

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