4 out of 5.0, Reviewed Sep 22, 2016
Strong technical and customer support. Always available support and fast response time. The implementation was done by an internal team that was trained by iSupport personnel.
Check their add-ons before buying, in case you need integration with 3rd party tools. Their API is fairly simple but it could be costly for you to create your own integration links.
API flexible and cost effective, we think this is a great second tool for your company if you came from an in-house or small ITSM tool.
Lack of 3rd party integration tools. We had for example to create ou own TFS integration,
Offered an implementation team go guide us during the process.
The tool is not complex, which leads to some shortcomings as integration goes. But if we could have changed anything would have been to start with more modules than we did. Also, to have thought more about automation with TFS and our BI tool, those integrations were done after the fact which increased the manual labor in the first phase as some of the sync was done manually.
Phone and remote support readily available, but only during business hours.
Neutral because we did not have much help with the implementation but they answered all the questions asked. One by one, not at the project level.