SupportBee

SupportBee

About TrustRadius Scoring
Score 9.0 out of 100
SupportBee

Overview

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.
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Recent Reviews

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Reviewer Pros & Cons

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Pricing

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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.

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://supportbee.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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Product Demos

Introduction to SupportBee
02:15
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Product Details

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.

SupportBee Video

Introduction to SupportBee

SupportBee Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

 (4)

Ratings

Reviews

(1-4 of 4)
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Rajkishore Mohapatra | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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.
  • Customized Help Desk Portal
  • Knowledgebase Tool
  • Easy to use platform
  • Creative Dashboard To Manage All Tickets
  • Private Chat With Team
  • Easy Setup and Integration
  • Lack Of Channels to Sync Queries
  • Integration Needs Technical Knowledge
  • Not Recommended For Large Businesses
  • Sometimes reports give errors and analysis needs more improvement
We had used this as a client help desk portal where we had to resolve our client's queries and the ticket flow was not that frequent, so it didn't give us any problems during usage. But as per my experience, its interface might give errors when it faces a rush in tickets, which we faced once after 5 days off. On the next working day when all the queries landed, our dashboard collapsed for a moment. But it doesn't happen frequently. So I recommend this for small businesses as the pricing is also well suited for SMEs with required features.
Tejas Rane | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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.
  • Shared inbox system
  • The knowledge base resource
  • Customer portal software
  • 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.
SupportBee is well suited for teams and companies having a lot of inquiries like us. The ticketing system made it flawless and streamlined our process for answering queries seamlessly. Because of the nature of the product, software like SupportBee made it very very useful and saved a lot of time for us and not to mention the hectic nature of queries. So overall I would say it is well suited for ticketing and filtering queries and sharing it with the team as a shared inbox so that your team can also handle the queries.
Score 8 out of 10
Vetted Review
Verified User
It is being used across the whole organization in various areas. It is also used by clients to send in info to us. It addresses problems such as: filtering requests by the client, filtering requests by the level of client, tracking where a particular ticket is at (is it done or not? when was it done?), it helps locate when a particular change was made to troubleshoot issues, etc.
  • Filters requests by client.
  • Keep track of how much "traffic" that client is causing.
  • UX isn't the cleanest.
  • Finding where to actually start typing responses can be confusing for new users.
Perfect if you need to track tickets - who did it?
Perfect if you want to know when was something done - did an issue occur on 3/12? Check what tickets were done right prior to that.
Perfect for not letting emails/tickets go unnoticed, since the ticket stays there until it is handled.
Perfect for filtering by clients, so you can readily see what was done for that client.
Perfect for custom team filters, etc.
Also good because you can assign certain tickets to certain team members.
Not great for easy user experience. I wouldn't turn a technologically-inept on to this.
I haven't had to deal with support issues much, other than someone within our own company helping.
Matt Heerema | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use SupportBee as our client-facing helpdesk. Being a small company, each employee has a percentage of their work dedicated to supporting our clients. SupportBee enables client communication by providing us a very simple and easy-to-use platform for tracking support tickets through their lifecycle. SupportBee also integrates with our project management system and CRM to help us know at a glance who we're talking to, what issues they've had in the past, and to turn support tickets into project tasks for future version releases.
  • 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.
  • 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.
SupportBee is particularly well suited as a support ticket system if you use the systems supported by its 3rd party integrations. If you are looking for a lightweight, easy-to-use, support ticket system without a lot of extras, then SupportBee is the right choice.
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