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SupportBee

Score9 out of 10

4 Reviews and Ratings

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What is SupportBee?

SupportBee is a lean help desk option, essentially an email ticketing system, for small businesses. It deviates from the typical per agent per month pricing model in favor of pay-as-you-go ticket volume pricing.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features SupportBee has to offer, as determined by TrustRadius' reviewers.
Based on 4 ratings of SupportBee's features
View all features

Top Performing Features

  • Ticket creation and submission

    Users and agents can easily enter new support requests.

    Category average: 9.1

  • Ticket response

    Agents can easily follow up with customers.

    Category average: 8.8

  • External knowledge base

    Customers can self-service by searching through help articles.

    Category average: 8

Areas for Improvement

  • Expert directory

    Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

    Category average: 7.9

  • IVR

    Includes an interactive voice response system for routing callers to the correct agent or information.

    Category average: 8.1

  • Social integration

    Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

    Category average: 8

Reviews

What users are saying about SupportBee.
View all reviews

Best for companies having a lot of enquiries and want to streamline their ticketing system.

Incentivized
Tejas RaneView profile
Founder in Marketing at Affiliate Corner (1-10 employees employees)

Use Cases and Deployment Scope

We have a research-based software Affiliate Corner and also have an inbuilt dashboard for our customers. Our customers have many questions regarding the software and we needed a ticketing system that is reliable and good. So we went with SupportBee for our ticketing and knowledge base system. We were very impressed by it. The ticketing system makes so much sense because we get a lot of such inquiries and it makes sense to streamline the process without getting overwhelmed.

Pros

  • Shared inbox system
  • The knowledge base resource
  • Customer portal software

Cons

  • I wanted a web-hook integration. Not sure if I saw it inside the product.
  • The shared inbox interface could be made much more flexible and easy to use. Currently, it feels overwhelming at large.
  • The reporting section could be made more analytical and indepth with addition of lot of metrics that can help us make decision.

Return on Investment

  • High customer satisfaction
  • Better NPS scores
  • Better reviews from customers in turn help us share the product through WOM (Word of mouth).

Other Software Used

Ahrefs, MailerLite, ConvertKit

A Tool To Make Ticketing System Easy & Reliable

Incentivized
Rajkishore MohapatraView profile
Founder & CEO in Corporate at Mohapatra Enterprises (11-50 employees employees)

Use Cases and Deployment Scope

I have used this tool in our business for more than 1 year and this really provided the best results while we had configured this tool as our client help desk. We could resolve our client's issues easily with this platform. Here we can add multiple agents with different roles and can control their accesses also. It provides customized helpdesk portal with own brand name or domain. With it's knowledge base software we could resolve minimum queries easily with detailed resolutions. Here creating tickets is very simple. It helped us to manage all the queries in a single place and it automatically assigned tickets to our agents. Whenever we miss a ticket it helps to find it. Apart from that with audit tool it helped us to find any missing ticket, unassigned ticket, unresolved ticket easily and we could achieve our 100% service level due to this tool. Easy to integrate with your existing software and makes work smooth.

Pros

  • Customized Help Desk Portal
  • Knowledgebase Tool
  • Easy to use platform
  • Creative Dashboard To Manage All Tickets
  • Private Chat With Team
  • Easy Setup and Integration

Cons

  • Lack Of Channels to Sync Queries
  • Integration Needs Technical Knowledge
  • Not Recommended For Large Businesses
  • Sometimes reports give errors and analysis needs more improvement

Return on Investment

  • 100% Service Level Achievement
  • Could Build Good Client & Customer Relationship
  • Knowledge base Could Save Our Time
  • Features are best and justified with the pricing
  • Needs improvement in social integration or channels

Other Software Used

Omnisend, ClickPost, Razorpay Payment Gateway

Lightweight, Easy-to-use, Support Ticket System with the right integrations

Incentivized
Matt HeeremaView profile
Director at Mere Agency (1-10 employees employees)

Pros

  • LIGHTWEIGHT INTERFACE - all the other support / ticketing systems we've worked with were extremely feature rich, which led to them being very very hard to use. (Almost none of those companies seem to employ information architects and knowledgeable UX directors, leading to clunky interfaces).
  • RELATED TICKETS - I can see at a glance what other issues a particular client has had.
  • 3rd PARTY INTEGRATIONS - Part of our decision process was that SupportBee integrated with our other systems very well, allowing the systems to talk to each other, feeding us relevant data across our systems.

Cons

  • MESSAGE THREADING - the interface for long message threads makes things difficult to scan and review.
  • PRICE TIERS - a few of the pieces of functionality we need (client portal) are at a price tier that makes it infeasible for us.

Return on Investment

  • SupportBee has increased our client communication.
  • SupportBee is cost-effective at the price tier we utilize.
  • SupportBee saves our employees time by having an easy to use interface for finding, organizing, and resolving tickets.

Alternatives Considered

JIRA Service Desk, Zendesk and Intercom

Other Software Used

BugHerd, BrowserStack, Google Drive, Dropbox

A solid ticketing system to keep track of all requests related to clients and ensure they're handled

Incentivized
Verified User
Analyst in Marketing (51-200 employees employees)

Pros

  • Filters requests by client.
  • Keep track of how much "traffic" that client is causing.

Cons

  • UX isn't the cleanest.
  • Finding where to actually start typing responses can be confusing for new users.

Return on Investment

  • Helps ensure client requests don't go unhandled - invaluable.
  • Helps ensure priority clients get priority handled.

Other Software Used

Screaming Frog SEO Spider, BrightLocal, SE Ranking