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.
A Tool To Make Ticketing System Easy & Reliable
Best for companies having a lot of enquiries and want to streamline their ticketing system.
A solid ticketing system to keep track of all requests related to clients and ensure they're handled
Lightweight, Easy-to-use, Support Ticket System with the right integrations
Pricing
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
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Intercom creates modern Customer Service software that aims to redefine how businesses support their customers. The platform connects businesses directly to customers using powerful messaging and automation. According to the vendor, Intercom enables teams to scale support without investing more…
Product Details
- About
- Tech Details
What is SupportBee?
SupportBee Video
SupportBee Technical Details
Operating Systems | Unspecified |
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Mobile Application | No |
Comparisons
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Reviews and Ratings
(4)Community Insights
- Business Problems Solved
- Pros
- Cons
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One of the key use cases of SupportBee is enabling businesses to document customer requests and issues, providing a historical reference and ensuring timely resolution.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.
Attribute Ratings
Reviews
(1-4 of 4)A Tool To Make Ticketing System Easy & Reliable
- 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
- 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
- External knowledge base
- 100%10.0
- Internal knowledge base
- 90%9.0
- 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
- 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
Best for companies having a lot of enquiries and want to streamline their ticketing system.
- 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.
- 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
- External knowledge base
- 80%8.0
- Internal knowledge base
- 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
- High customer satisfaction
- Better NPS scores
- Better reviews from customers in turn help us share the product through WOM (Word of mouth).
A solid ticketing system to keep track of all requests related to clients and ensure they're handled
- 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 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.
- 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
- External knowledge base
- 60%6.0
- Internal knowledge base
- N/AN/A
- Customer portal
- N/AN/A
- IVR
- N/AN/A
- Social integration
- N/AN/A
- Email support
- N/AN/A
- Help Desk CRM integration
- N/AN/A
- Helps ensure client requests don't go unhandled - invaluable.
- Helps ensure priority clients get priority handled.
- 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.
- 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
- External knowledge base
- 80%8.0
- Customer portal
- 40%4.0
- Email support
- 100%10.0
- Help Desk CRM integration
- 100%10.0
- 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.
- JIRA Service Desk, Zendesk and Intercom