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SupportBee

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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Learn from top reviewers

A Tool To Make Ticketing System Easy & Reliable

Rating: 9 out of 10
July 14, 2022
IncentivizedVetted ReviewVerified 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 resolv...
Continue reading
Rajkishore Mohapatra
C-Level Executive - Corporate
Founder & CEO
Mohapatra Enterprises
SupportBee1 year of experience

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

Rating: 9 out of 10
July 2, 2022
IncentivizedVetted ReviewVerified 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...
Continue reading
Tejas Rane
C-Level Executive - Marketing
Founder
Affiliate Corner
SupportBee1 year of experience

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

Rating: 8 out of 10
January 24, 2020
IncentivizedVetted ReviewVerified 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 cli...
Continue reading
Verified user
Analyst
SupportBee4 years of experience

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

Rating: 10 out of 10
August 14, 2018
IncentivizedVetted ReviewVerified 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 cl...
Continue reading
Matt Heerema
Director - Other
Director
Mere Agency
SupportBee2 years of experience
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Pricing

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SupportBee

SupportBee

N/A
Unavailable

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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Salesforce Service Cloud

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Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.

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Product Details

What is SupportBee?

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)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

SupportBee has been widely praised for its ability to help businesses effectively manage customer support requests from multiple channels, such as email, social media, and chat, all in one centralized location. This software provides collaboration tools like internal notes and mentions, allowing teams to work together seamlessly in resolving customer issues. Users have found SupportBee to be an affordable solution that allows them to centralize multiple email accounts and automate ticket assignments based on keywords. Customers appreciate the top-tier customer service that SupportBee offers, as it has been consistently praised for its ease of use and time-saving features like quick email responses using snippets.

One of the key use cases of SupportBee is enabling businesses to document customer requests and issues, providing a historical reference and ensuring timely resolution. The software's ticketing system has helped streamline processes and prevent overwhelm by managing inquiries effectively. Moreover, SupportBee has been utilized to streamline email support in teams and provide a knowledge base for information sharing. Its customizable email addresses, even in the free version, have been a great advantage for businesses using SupportBee. Furthermore, this software has allowed customer service teams to access and manage emails from customers, improving communication and information sharing.

Another notable use case is SupportBee's effectiveness in managing queries, execution scripts, and incident reporting, which has resulted in reduced costs and improved efficiency for businesses. Users have found SupportBee to be reliable and excellent for ticketing systems as well as knowledge base systems. It offers essential features found in other support ticketing apps while providing quick and thorough customer support from the owner itself. Additionally, SupportBee has been effective as a client-facing helpdesk platform for tracking support tickets and integrating with other systems.

Notably, SupportBee addresses various problems such as filtering requests by clients, tracking ticket status, and locating specific changes for troubleshooting purposes. It has helped businesses achieve 100% service level by automatically assigning and tracking tickets and providing audit tools for monitoring and resolving issues. The software is easy to integrate with existing systems and is used across various areas of organizations and by clients to send information. Overall, SupportBee is highly regarded for its wide-ranging utility in managing customer support requests and streamlining support processes for businesses of all sizes.

Easy to use and set up: Users find SupportBee to be user-friendly in terms of both its interface and setup process. Many reviewers have stated that the software is easy to navigate and get started with.

Seamless integration into web apps: The software is praised by users for its ability to seamlessly integrate into existing web applications. This feature makes it convenient for users to incorporate SupportBee into their current systems without any hassle.

Responsive customer support: Many users appreciate the responsiveness of SupportBee's customer support team. They have mentioned that the support staff is helpful in answering questions, providing training, and addressing any issues or concerns that may arise during the usage of the software.

Performance Issues: Some users have reported experiencing occasional performance issues or delays when using SupportBee. These issues can disrupt workflow and impact productivity.

Formatting Challenges in HelpDocs: Users find the formatting in HelpDocs to be challenging, particularly when it comes to creating tables. As a workaround, some users recommend composing the document in a separate word processing program before transferring it to SupportBee.

Lack of Customization Options: Several users have expressed dissatisfaction with the limited customization options in SupportBee. They feel restricted by the inability to code their own layouts for knowledge bases, which hampers their ability to create a tailored support experience.

Reviews

(1-4 of 4)
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A Tool To Make Ticketing System Easy & Reliable

Rating: 9 out of 10
Incentivized
July 14, 2022
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 and Cons
  • Customized Help Desk Portal
  • Knowledgebase Tool
  • Easy to use platform
  • Creative Dashboard To Manage All Tickets
  • Private Chat With Team
  • Easy Setup and Integration
Likelihood to Recommend
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.
SupportBee Feature Ratings
Incident and problem management (6)
93.33333333333334%
9.3
Organize and prioritize service tickets
90%
9.0
Expert directory
80%
8.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
90%
9.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
95%
9.5
External knowledge base
100%
10.0
Internal knowledge base
90%
9.0
Multi-Channel Help (5)
88%
8.8
Customer portal
100%
10.0
IVR
80%
8.0
Social integration
60%
6.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
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

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

Rating: 9 out of 10
Incentivized
July 02, 2022
TR
Tejas Rane
Founder
Affiliate Corner (Marketing & Advertising, 1-10 employees)
Vetted Review
Verified User
SupportBee
1 year of experience
View profile
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 and Cons
  • Shared inbox system
  • The knowledge base resource
  • Customer portal software
Likelihood to Recommend
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.
SupportBee Feature Ratings
Incident and problem management (6)
78.33333333333333%
7.8
Organize and prioritize service tickets
80%
8.0
Expert directory
80%
8.0
Subscription-based notifications
70%
7.0
ITSM collaboration and documentation
80%
8.0
Ticket creation and submission
80%
8.0
Ticket response
80%
8.0
Self Help Community (2)
80%
8.0
External knowledge base
80%
8.0
Internal knowledge base
80%
8.0
Multi-Channel Help (5)
80%
8.0
Customer portal
80%
8.0
IVR
80%
8.0
Social integration
80%
8.0
Email support
80%
8.0
Help Desk CRM integration
80%
8.0
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

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

Rating: 8 out of 10
Incentivized
January 24, 2020
Verified User
Vetted Review
Verified User
SupportBee
4 years of experience
Use Cases and Deployment Scope
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.
Pros and Cons
  • Filters requests by client.
  • Keep track of how much "traffic" that client is causing.
Likelihood to Recommend
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.
SupportBee Feature Ratings
Incident and problem management (6)
91.66666666666666%
9.2
Organize and prioritize service tickets
100%
10.0
Expert directory
100%
10.0
Subscription-based notifications
70%
7.0
ITSM collaboration and documentation
80%
8.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
30%
3.0
External knowledge base
60%
6.0
Internal knowledge base
N/A
N/A
Multi-Channel Help (5)
N/A
N/A
Customer portal
N/A
N/A
IVR
N/A
N/A
Social integration
N/A
N/A
Email support
N/A
N/A
Help Desk CRM integration
N/A
N/A
Return on Investment
  • Helps ensure client requests don't go unhandled - invaluable.
  • Helps ensure priority clients get priority handled.
Support Rating
7
I haven't had to deal with support issues much, other than someone within our own company helping.
Other Software Used

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

Rating: 10 out of 10
Incentivized
August 14, 2018
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
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.
SupportBee Feature Ratings
Incident and problem management (5)
100%
10.0
Organize and prioritize service tickets
100%
10.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
100%
10.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (1)
80%
8.0
External knowledge base
80%
8.0
Multi-Channel Help (3)
80%
8.0
Customer portal
40%
4.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
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
SupportBee is the "maximal point" of the combination of feature set, price point, ease of use, third party integrations, and client-facing functionality. Every other system we've tried is too expensive, impossible to use, too many features, too high a learning curve for our employees, or too difficult for our clients to interact with.
Other Software Used
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