TrustRadius Insights
SupportBee has been widely praised for its ability to help businesses effectively manage customer support requests from multiple channels, …
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.
Recent Reviews
Pricing
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
Would you like us to let the vendor know that you want pricing?
1 person also want pricing
Alternatives Pricing
What is Intercom?
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…
What is Freshdesk?
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user…
Product Details
- About
- Tech Details
What is SupportBee?
SupportBee Video
Introduction to SupportBee
SupportBee Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
Comparisons
Compare with
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!
- 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
(1-2 of 2)Companies can't remove reviews or game the system. Here's why
July 14, 2022
A Tool To Make Ticketing System Easy & Reliable
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
93.33333333333334%
9.3
95%
9.5
88%
8.8
- 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
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.
100%
10.0
80%
8.0
80%
8.0
- 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
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.