A solid ticketing system to keep track of all requests related to clients and ensure they're handled
January 24, 2020

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

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

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.

Pros

  • Filters requests by client.
  • Keep track of how much "traffic" that client is causing.

Cons

  • 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?

Yes

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?

Yes

Would you buy SupportBee again?

Yes

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

Incident and problem management
9.2
Organize and prioritize service tickets
10
Expert directory
10
Subscription-based notifications
7
ITSM collaboration and documentation
8
Ticket creation and submission
10
Ticket response
10
Self Help Community
6.0
External knowledge base
6
Internal knowledge base
Not Rated
Multi-Channel Help
Not Rated
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
Not Rated
Help Desk CRM integration
Not Rated

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