Freedom251 › IT Change Management Software
iSupport Service Desk
What iSupport Service Desk is
iSupport Service Desk automates service-management work across incidents, problems, changes, knowledge, assets, customers, approvals, and surveys. Its Service Desk Edition combines incident, problem, and change management with service contracts, a CMDB, SLAs, purchasing, and a service catalog. Incidents can be submitted by email, direct entry, scheduled intake, social media, mobile clients, or mySupport portals. Administrators can configure forms, workflows, integrations, and business rules. The included mySupport service provides chat, forums, knowledge bases, Q&A guides, custom forms and workflows, and real-time reports; every license includes unlimited branded portals and end users at no added charge. Reporting includes drag-and-drop report building and scheduled PDF, Excel, and Word reports. Deployment is available on-premise or hosted, with mobile access through an HTML5 interface. Security controls include role-based permissions, audit history, and portal controls. iSupport offers a free trial; pricing is available on request. The company was founded in 1992 and is headquartered in Washington State, United States.
Who it suits
It suits service teams in manufacturing, education, government, communications, technology, and professional services that need incident, change, asset, and self-service functions. Organizations can choose hosted or on-premise deployment.
What it does well
- mySupport includes unlimited branded portals and end users.
- Incidents can arrive through six listed channels.
- Supports role-based permissions and full audit history.
- Scans networks without pricing by asset count.
What to know first
- Pricing is available only on request.
- Phone and email support is limited to weekdays, 6 AM–5 PM.
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| Service Desk Edition | mySupport included free · unlimited branded portals and end users · asset count not priced | On request |
| Incident Management | Active Directory integration · SQL Server/Windows Server support · custom fields · notifications · approvals | On request |
| Service Desk | Includes Incident Management · API · associated work items · opportunity management · email processing · service contracts | On request |
As isupport.com lists them, read 30 Sept 2026. The maker's own page has the final word.
Verdict
iSupport Service Desk brings service management, self-service, reporting, and asset tracking into one offering with hosted and on-premise deployment options. Buyers should request pricing and confirm that its listed functions and support hours fit their needs.
Facts from iSupport Service Desk's own pages
- 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. · isupport.com, 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. · isupport.com, 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. · isupport.com, 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. · isupport.com, 30 Sept 2026
- CMDB
- The CMDB records assets, services and resources and graphically displays their relationships. · isupport.com, 15 Oct 2026
- Company founding
- iSupport Software says it was founded in 1992. · isupport.com, 15 Oct 2026
- Company legal name
- The website footer identifies the maker as Groupware Incorporated doing business as iSupport Software. · isupport.com, 15 Oct 2026
- Company ownership
- LinkedIn describes the company as privately held. · linkedin.com, 15 Oct 2026
- Core purpose
- iSupport Service Desk automates incident, problem, change, knowledge, asset, customer, approval, and survey functions. · isupport.com, 30 Sept 2026
- Customization
- Administrators can configure custom forms, workflows, integrations, and complex business rules. · isupport.com, 30 Sept 2026
- Deployment
- The product is offered as hosted software or an on-premises installation. · isupport.com, 15 Oct 2026
- Documentation depth
- Public documentation includes installation, administration, configuration and desktop-use PDF manuals with detailed IIS, SQL Server and integration procedures. · isupport.com, 15 Oct 2026
- Editions
- iSupport has Incident Management and Service Desk editions, with Service Desk adding problem, change, purchasing, opportunity and CMDB capabilities. · isupport.com, 15 Oct 2026
- Founded
- 1992 · isupport.com, 28 Sept 2026
- Headquarters
- Washington State, United States · isupport.com, 28 Sept 2026
- Headquarters and size
- LinkedIn lists Vancouver, Washington headquarters and 11–50 employees. · linkedin.com, 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. · isupport.com, 15 Oct 2026
- Incident intake
- Incidents can be created from email, direct entry, scheduling, social media, mobile clients, and mySupport portals. · isupport.com, 30 Sept 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. · isupport.com, 15 Oct 2026
- Integrations
- Documented integrations include Active Directory, LDAP, Bomgar, Citrix GoToAssist, Outlook Calendar, Google Calendar, Twitter and third-party reporting tools. · isupport.com, 15 Oct 2026
- Knowledge base
- Knowledge entries can be captured from resolved incidents, routed through approval workflows and published to end users through mySupport. · isupport.com, 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. · g2.com, 15 Oct 2026
- Limit: chat and performance
- Individual G2 reviews mention occasional lag and chat messages not being available to recipients who were offline. · g2.com, 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. · g2.com, 15 Oct 2026
Where iSupport Service Desk stands on Freedom251
- IT Change Management Software#17 of 43