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

Overall Satisfaction with SupportBee

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.
  • Helps ensure client requests don't go unhandled - invaluable.
  • Helps ensure priority clients get priority handled.
I haven't had to deal with support issues much, other than someone within our own company helping.

Do you think SupportBee delivers good value for the price?

Not sure

Are you happy with SupportBee's feature set?


Did SupportBee live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of SupportBee go as expected?


Would you buy SupportBee again?


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

Organize and prioritize service tickets
Expert directory
Subscription-based notifications
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Not Rated
Customer portal
Not Rated
Not Rated
Social integration
Not Rated
Email support
Not Rated
Help Desk CRM integration
Not Rated