SupportBee Reviews

2 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Do you work for this company? Manage this listing

Overall Rating

Reviewer's Company Size

Last Updated

By Topic

Industry

Department

Experience

Job Type

Role

Reviews (1-2 of 2)

Anonymous | TrustRadius Reviewer
January 24, 2020

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

Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Read this authenticated review
Matt Heerema | TrustRadius Reviewer
August 14, 2018

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

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Read Matt Heerema's full review

Feature Scorecard Summary

Organize and prioritize service tickets (2)
10.0
Expert directory (1)
10
Subscription-based notifications (2)
7.5
ITSM collaboration and documentation (2)
8.3
Ticket creation and submission (2)
10.0
Ticket response (2)
10.0
External knowledge base (2)
6.3
Customer portal (1)
4
Email support (1)
10
Help Desk CRM integration (1)
10

About 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:  Help Desk

SupportBee Technical Details

Operating Systems: Unspecified
Mobile Application:No