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

Overall Satisfaction with SupportBee

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 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.
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.
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

Organize and prioritize service tickets
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
10
External knowledge base
8
Customer portal
4
Email support
10
Help Desk CRM integration
10