iSupport Service Desk
iSupport Service Desk is service-management software that automates work across incidents, problems, changes, knowledge, assets, customers, approvals, and su…
What iSupport Service Desk is
iSupport Service Desk is service-management software that automates work across incidents, problems, changes, knowledge, assets, customers, approvals, and surveys. Its Service Desk Edition includes incident, problem, and change management, plus service contracts, a configuration management database (CMDB), service-level agreements, purchasing, and a service catalog. Incidents can arrive through email, direct entry, scheduled intake, social media, mobile clients, or mySupport portals. Administrators can tailor forms, workflows, integrations, and business rules. The included mySupport self-service offering provides chat, forums, knowledge bases, Q&A guides, custom forms and workflows, and real-time reporting; its branded portals and end users have no additional charge. Reporting includes custom report building and scheduled PDF, Excel, and Word reports. The software is available as hosted or on-premise, with mobile access through an HTML5 interface. It supports role-based permissions and audit history. Pricing is on request, and a free trial is available.
Good
- mySupport is included with every iSupport license.
- Unlimited branded portals and end users have no extra cost.
- Incidents can come from email, social media, and mobile clients.
- Supports approval workflows, change calendars, and audit trails.
- Offered hosted or on-premise.
Watch out
- Pricing is available only on request.
- Phone and email support runs Monday through Friday.
- No additional drawback is specified in the listed facts.
Who it suits
It suits organizations in manufacturing, education, government, communications, technology, and professional services that need configurable service management. Teams seeking self-service portals and multiple incident intake routes may also find its listed capabilities relevant.
Verdict
iSupport Service Desk covers a broad range of service management work and provides several intake and self-service options. Consider it if configurable workflows and hosted or on-premise deployment matter to your organization; pricing requires an inquiry.
Plans and prices
From iSupport Service Desk's own pricing page, checked 15 Oct 2026.
| Plan | Price | What it gives you |
|---|---|---|
| Incident Management | Priced on request | Active Directory integration · SQL Server/Windows Server support · custom fields · notifications · approvals |
| Service Desk | Priced on request | Includes Incident Management · API · associated work items · opportunity management · email processing · service contracts |
| Service Desk Edition | Priced on request | mySupport included free · unlimited branded portals and end users · asset count not priced |
The facts
Each one read from iSupport Service Desk's own pages, with the date it was checked.
What it does
- AI integration
- AiSupport can connect to OpenAI or an OpenAI-compatible model hosted publicly or on a local server, and provides summaries and customizable editing prompts.checked 15 Oct 2026
- API and webhooks
- The vendor describes a bidirectional API and webhooks for posting iSupport data to web applications; no SDK is listed on the integration page.checked 15 Oct 2026
- Asset management
- Network scanning builds an asset database and can run scheduled or real-time comparisons; the vendor says asset quantity does not change the price.checked 15 Oct 2026
- Asset tracking
- iSupport scans networks and does not charge based on the number of monitored assets, whether there are 200 or 200,000 assets.checked 30 Sep 2026
- CMDB
- The CMDB records assets, services and resources and graphically displays their relationships.checked 15 Oct 2026
- Core purpose
- iSupport Service Desk automates incident, problem, change, knowledge, asset, customer, approval, and survey functions.checked 30 Sep 2026
- Customization
- Administrators can configure custom forms, workflows, integrations, and complex business rules.checked 30 Sep 2026
- Deployment
- The product is offered as hosted software or an on-premises installation.checked 15 Oct 2026
- Documentation depth
- Public documentation includes installation, administration, configuration and desktop-use PDF manuals with detailed IIS, SQL Server and integration procedures.checked 15 Oct 2026
- Editions
- iSupport has Incident Management and Service Desk editions, with Service Desk adding problem, change, purchasing, opportunity and CMDB capabilities.checked 15 Oct 2026
- Incident intake
- Incidents can be created from email, direct entry, scheduling, social media, mobile clients, and mySupport portals.checked 30 Sep 2026
- Incident management
- Incidents can be created from email, direct entry, schedules, social media, mobile clients and end-user portals, then routed and escalated by configurable rules.checked 15 Oct 2026
- Integrations
- Documented integrations include Active Directory, LDAP, Bomgar, Citrix GoToAssist, Outlook Calendar, Google Calendar, Twitter and third-party reporting tools.checked 15 Oct 2026
- Knowledge base
- Knowledge entries can be captured from resolved incidents, routed through approval workflows and published to end users through mySupport.checked 15 Oct 2026
- Licence model
- Independent product information describes subscription or one-time perpetual licensing for hosted and on-premises deployments, indicating a commercial closed-source product.checked 15 Oct 2026
- Limit: chat and performance
- Individual G2 reviews mention occasional lag and chat messages not being available to recipients who were offline.checked 15 Oct 2026
- Limit: complexity and learning curve
- G2 reports that the breadth of features can make configuration difficult and create a steep learning curve.checked 15 Oct 2026
The company
- Company founding
- iSupport Software says it was founded in 1992.checked 15 Oct 2026
- Company legal name
- The website footer identifies the maker as Groupware Incorporated doing business as iSupport Software.checked 15 Oct 2026
- Company ownership
- LinkedIn describes the company as privately held.checked 15 Oct 2026
- Founded
- 1992checked 28 Sep 2026
- Headquarters
- Washington State, United Stateschecked 28 Sep 2026
- Headquarters and size
- LinkedIn lists Vancouver, Washington headquarters and 11–50 employees.checked 15 Oct 2026
- Historical company news
- A company announcement says GWI Software changed its name to iSupport Software and reported about 3,000 installations worldwide at version 9.5.checked 15 Oct 2026
Alternatives to iSupport Service Desk
- 1
GLPI
Open sourceAndroidiOSWebAPI8.4From €19 a month - 2
Jira
Free planAndroidiOSWebAPI8.4Free plan - 3
ManageEngine ServiceDesk Plus
AndroidiOSWebAPI8.0From $10 a month - 4
Alloy Navigator
AndroidiOSWebAPI7.9From $19 a month - 5
Freshservice
AndroidiOSWebAPI7.9From $19 a month - 6
InvGate Service Desk
AndroidiOSWebAPI7.9From $500 a year