ISupport
| Developer(s) | iSupport Software, Inc. |
|---|---|
| Stable release | 12.6
/ December 2013 |
| Engine | |
| Type | Web Application |
| License | Proprietary |
| Website | http://www.isupport.com |
Search ISupport on Amazon.
iSupport (FKA c.Support and Help!) is a web-based IT help desk and customer service management software application that allows support organizations to coordinate, manage, and track support activities from any HTML5 browser including mobile and tablet devices.
The software is developed and supported by iSupport Software, based in Vancouver, Washington, US. iSupport Software was founded as GWI Software by Daren Nelson in 1992. In 2011 the company changed its name from GWI Software to iSupport Software [1] iSupport is credited with releasing the first browser-based IT help desk software in 1997.[2][3]
History
In 1994 iSupport Software released a product called Help! for Lotus Notes. Building on the collaborative features of Lotus Notes, Help! was a critical and commercial success. InfoWorld named Help! for Lotus Notes an IT Help Desk Test Center winner May 25, 1998, beating out both HEAT and Remedy Action Request System. Later that year, InfoWorld named Lotus Notes a Product of the Year, citing its review of Help! for Lotus Notes as one of the deciding factors in its choice.[4] In early 2000, Help! for Lotus Notes was ported to .Net and Help! for Microsoft SQL was released. Help! was later rebranded c.Support (the c standing for collaborative) and in 2010, the product and company were again rebranded as iSupport Software.
Awards and recognitions
- Software Magazine's – Winner Best Enterprise Solution
- InfoWorld Magazine – Winner Help Desk Shootout [5]
- CTI Magazine – Product of the Year [6]
- Telemarketing & Call Center Solutions – Editor's Choice winner [7]
- Lotus Beacon Award Winner - Best Business Application Customer Service [8]
- Inc 500 fastest growing companies in 2000 (#92) (listed as GWI Software) [9]
- 4.5 average rating from 24 customer reviews of iSupport/GWI Software on Capterra [10]
- SupportWorld Magazine - ROI Fundamentals for the Service Desk Part 1. [11]
- SupportWorld Magazine - ROI Fundamentals for the Service Desk Part 2. [12]
- SupportWorld Magazine - Implementing a New Support Tool [13]
- Case Study - Lens Crafters [14]
- Case Study - State of Missouri [15]
- Case Study - The Fresh Market [16]
- Case Study - Planned Parenthood [17]
- Case Study - Telesat Canada [18]
- Case Study - Babson College [19]
- Case Study - Debenhams [20]
- Case Study - Exceedio [21]
- Case Study - GAB Robbins Group [22]
- Case Study - Heller Ehrman [23]
- Case Study - innerState Net Bank [24]
- Case Study - Jewish Community Center [25]
- Case Study - New England Office Supply [26]
- Case Study - New Hanover County [27]
- Case Study - Panasonic [28]
- Case Study - Phillips Semi Conductor [29]
- Case Study - Western Connecticut State University [30]
- Aberdeen Group Impact report [31]
- The Columbian "More Companies Reach for the Clouds" [32]
- The Vancouver Business Journal "Taking a Swing at Swine Flu" [33]
License
iSupport is proprietary software, with license and annual maintenance fees based on the number of support representative seats.
Functionality
- Incident Management
- Problem Management
- Change Management
- Knowledge Management
- Service Level Management
- Asset Management
- Service Catalog
- Live Chat
- End User Self Support Portals
- Twitter Integration
- Facebook Integration
- Discussion and Voting Forums
- Active Directory Integration
- Opportunity Management
- Survey
- Integration with Remote Control Software [34]
- Reporting
- HTML5 Interface
- API
See also
References
- ↑ http://www.prweb.com/releases/2010/08/prweb4379124.htm
- ↑ Infoworld Magazine June 16th 1997, Page 82A, Help! for the Web Beta Reviewed, Maggie Biggs.
- ↑ http://books.google.com/books?id=kjwEAAAAMBAJ&pg=PA82-IA1&lpg=PA82-IA1&dq=infoworld+1997+help!+for+the+web&source=bl&ots=m9t-fPBmKr&sig=0FKKaeR5WuH9Dx3F1GbEjcmdEOE&hl=en&sa=X&ei=meqsUdCaI-iLjAKshIGgBQ&ved=0CDsQ6AEwAQ
- ↑ http://books.google.com/books?id=51QEAAAAMBAJ&pg=PA89&dq=infoworld+1999+lotus+notes+product+of+the+year&hl=en&sa=X&ei=L9f6UfGwE-HFigL9lICIDg&ved=0CDsQ6AEwAA#v=onepage&q=infoworld%201999%20lotus%20notes%20product%20of%20the%20year&f=false
- ↑ https://web.archive.org/web/19991103001808/http://www.infoworld.com/cgi-bin/displayTC.pl?/980525comp.htm
- ↑ http://www.tmcnet.com/articles/ctimag/0199/ctipoty98.htm
- ↑ http://www.tmcnet.com/articles/ccsmag/0199/ccspoty98.htm
- ↑ http://books.google.com/books?id=aToEAAAAMBAJ&pg=PA36&dq=infoworld+gwi+software&hl=en&sa=X&ei=fE_fUpP9PMjmoATi-IHABQ&ved=0CFQQ6AEwBw#v=onepage&q=infoworld%20gwi%20software&f=false
- ↑ http://www.inc.com/magazine/20001015/20853.html
- ↑ http://www.capterra.com/help-desk-software/spotlight/152/iSupport/iSupport%20Software#reviews
- ↑ "Archived Copy" (PDF). Archived (PDF) from the original on 2007-01-10. Retrieved 2007-01-10.CS1 maint: Archived copy as title (link)
- ↑ "Archived Copy" (PDF). Archived (PDF) from the original on 2007-01-10. Retrieved 2007-01-10.CS1 maint: Archived copy as title (link)
- ↑ "Archived Copy" (PDF). Archived (PDF) from the original on 2006-11-12. Retrieved 2006-11-12.CS1 maint: Archived copy as title (link)
- ↑ http://www.isupport.com/casestudies/LensCrafteriSupportCaseStudy.pdf
- ↑ http://www.isupport.com/casestudies/StateOfMissouriiSupportCaseStudy.pdf
- ↑ http://www.isupport.com/casestudies/FreshMarketiSupportCaseStudy.pdf
- ↑ http://www.isupport.com/casestudies/PlannedParenthoodiSupportCaseStudy.pdf
- ↑ http://www.isupport.com/casestudies/TelesatiSupportCaseStudy.pdf
- ↑ http://www.isupport.com/casestudies/BabsoniSupportCaseStudy.pdf
- ↑ http://www.isupport.com/casestudies/DebenhamsiSupportCaseStudy.pdf
- ↑ http://www.isupport.com/casestudies/ExceedioiSupportCaseStudy.pdf
- ↑ http://www.isupport.com/casestudies/GABRobbinsiSupportCaseStudy.pdf
- ↑ http://www.isupport.com/casestudies/HellerEhrmaniSupportCaseStudy.pdf
- ↑ http://www.isupport.com/casestudies/InterStateNetBankISupportCaseStudy.pdf
- ↑ http://www.isupport.com/casestudies/JewishCommunityCenteriSupportCaseStudy.pdf
- ↑ http://www.isupport.com/casestudies/NEOSiSupportCaseStudy.pdf
- ↑ http://www.isupport.com/casestudies/NewHanoveriSupportCaseStudy.pdf
- ↑ http://www.isupport.com/casestudies/PanasoniciSupportCaseStudy.pdf
- ↑ http://www.isupport.com/casestudies/PhilipsiSupportCaseStudy.pdf
- ↑ http://www.isupport.com/casestudies/WestConniSupportCaseStudy.pdf
- ↑ https://web.archive.org/web/20021116083832/http://www.gwi.com/websites/news/reviews/aberdeen-group.asp
- ↑ http://www.columbian.com/news/2010/oct/19/more-companies-reach-for-the-clouds/
- ↑ http://www.vbjusa.com/news/top-stories/7984-taking-a-swing-at-swine-flu
- ↑ Bomgar and Citrix GoToAssist
External links
- Product Site
- iSupport Software, Inc. – Official Site
- PR Newswire - Press releases from 2005-2010 (GWI Software)
- PRWeb - Press releases from 2010-Current
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