SupportBee

Customer support help desk software

4.3 /5 (26 reviews) Write a Review!

SupportBee Overview

What is SupportBee?

SupportBee's help desk ticket management app provides companies of all sizes with a solution to manage and track all support case activity. The app allows you to collect all incoming support emails in one system, helping to organize, prioritize, and route these to the right people using labels and filters. Tickets are organized with simple statuses, defined as either "Answered" and "Unanswered", and automatically updated in real-time as tickets are replied to.
SupportBee behaves just like any familiar email service provider, with email threads, personal signatures, Forward, and CC abilities for non-SupportBee users. The app integrates with your current email workflow by allowing you to respond to customers using a simple email response. Customers can then respond to these emails using their own email client, and the thread is kept in SupportBee. All interactions are kept together, providing visibility into all previous interactions with each customer.
SupportBee offers a number of collaboration tools so that multiple staff members can work on cases together, such as private discussion threads, commenting on emails and group emailing and assignments. The help desk app works on both desktop and mobile, enabling all support agents to manage their support tasks on the go.

SupportBee Overview

Pricing

Starting from
US$13.00/month

Pricing options

Free Trial
Subscription
Value for money

STARTUP
$15 /user /mo
Shared Inbox, Knowledge Base & Basic Integrations to get your support team off the ground

ENTERPRISE:
$20 /user /mo
Everything in Startup + Customer Portal & Enterprise Integrations to supercharge your workflow


SupportBee Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico
Supported Languages
English

Media

SupportBee video

SupportBee Reviews

SupportBee Reviews

Overall rating
4.3
/
5
Excellent
13

Very good
9

Average
4

Poor
0

Terrible
0

Value for Money
4.3
Features
4
Ease of Use
4.4
Customer Support
4.4
85% recommended this app
Dustin O.

Excellent & Affordable Support App without a "per agent" fee.

I've been using SupportBee since September 2013 and really love it. The pricing model is different from most other Support Ticketing Apps in that you are charged based on volume of support tickets and not on the number of agents.

This pricing model means that it's more beneficial and affordable for small businesses where few people were many hats, as one of those 'hats' is doing support.

It has all of the essential features that the other established support ticketing companies offer with their apps. And whenever I had a question or issue, I was given a quick and thorough answer by the owner himself.


Alex M.

A help desk platform with potential growth

We have been able to use the knowledge base with SupportBee to provide information about queries, execution scripts and solutions to problems in our databases. We can also report incidents about whether our applications have failures. In addition, we previously reported incidents through calls that had higher costs than those assumed with SupportBee.


Kyle L.

Room for improvement.

Overall this has allowed us the opportunity to document customer requests and issues to have a historical reference which was not happening previously and allowed for things to oftentimes not get addressed at all or very delayed before they got addressed.


Ilysse R.

It's a good system!


Jennifer K.

Multiple Knowledge Bases

It has been a very positive experience overall so far. Their customer service is top tier.


Dustin O.
Industry: Information Technology & Services
Company size: 2-10 Employees

Excellent & Affordable Support App without a "per agent" fee.

Reviewed on 2015-10-01
Review Source: GetApp

I've been using SupportBee since September 2013 and really love it. The pricing model is different from most other Support Ticketing Apps in that you are charged based on volume of support tickets and not on the number of agents.

This pricing model means that it's more beneficial and affordable for small businesses where few people were many hats, as one of those 'hats' is doing support.

It has all of the essential features that the other established support ticketing companies offer with their apps. And whenever I had a question or issue, I was given a quick and thorough answer by the owner himself.

Pros

- Pricing model is based on volume of tickets, not based on number of agents
- Is an "inbox" style of ticketing system. (Customers only need to click reply)
- Great after-sales support from the owner
- Does not require my support team to be logged into a separate app to answer tickets. They can do it directly from their inbox if they wanted to
- Allows me to forward a support email from a customer (which was sent to my direct email address), and it will generate a ticket on behalf of the original sender. *AND* it parses it correctly when sent from my iphone --- This is a HUGE benefit!

Cons

Does not yet offer "How Do You Rate Our Support?" like Help Scout does, but when I asked for this feature, I was told it is on their future roadmap.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Alex M.
Industry: Information Technology & Services
Company size: 1,001-5,000 Employees

A help desk platform with potential growth

Used Daily for 6-12 months
Reviewed on 2020-01-23
Review Source: Capterra

We have been able to use the knowledge base with SupportBee to provide information about queries, execution scripts and solutions to problems in our databases. We can also report incidents about whether our applications have failures. In addition, we previously reported incidents through calls that had higher costs than those assumed with SupportBee.

Pros

SupportBee is very easy to use and helps resolve incidents quickly and efficiently. The features that I like the most are:

1.- The helpdesk portal is similar to the user interface of an email, so adapting to its use will be quick.
2.- You can generate significant reports on our volume of tickets resolved in a period of time.
3.- It is possible to create a knowledge base to provide customers with answers to their frequently asked questions.
4.- It has a tool to establish reminder events, so that you can always be aware of the activities in the organization.
5.- It has a highly competitive price.
6.- It is a software with great experience, so it is backed by various market providers.
7.- It has extensive documentation on its website.

Cons

SupportBee should improve its loading times in the browser, since it is slower when there are many entries in the mailbox. It is also not recommended to open the application in Safari or Firefox because they are not optimized to support it.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Kyle L.
Industry: Telecommunications
Company size: 2-10 Employees

Room for improvement.

Used Daily for 1+ year
Reviewed on 2020-06-29
Review Source: Capterra

Overall this has allowed us the opportunity to document customer requests and issues to have a historical reference which was not happening previously and allowed for things to oftentimes not get addressed at all or very delayed before they got addressed.

Pros

The ability to build an internal knowledge base and external customer kb is a nice feature. I wish the licensense werent so expensive.

Cons

I hate that when you add a customer name and email to supportbee that it doesnt keep the customer name you set when they client responds with email it changes the client name field that is really irritating. It would also be nice if parties cc'd on the case would flow to the same customer and not create a new customer entry in the supportbee customer portal.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 3.0/10

Ilysse R.
Industry: Marketing & Advertising
Company size: 11-50 Employees

It's a good system!

Used Daily for 1-5 months
Reviewed on 2020-09-01
Review Source: Capterra

Pros

SupportBee is easy to use and set up as a managed support desk.

Cons

We're having a bit of trouble reaching out to the support team at SupportBee to help with issues.

Rating breakdown

Ease of Use

Likelihood to recommend: 7.0/10

Jennifer K.
Industry: Computer Software
Company size: 2-10 Employees

Multiple Knowledge Bases

Used Daily for 1-5 months
Reviewed on 2020-07-06
Review Source: Capterra

It has been a very positive experience overall so far. Their customer service is top tier.

Pros

We were most impressed with the ability to easily set up multiple, seperate knowledge bases and ticketing systems. We have two completely different product lines so being able to differentiate between them was important to us. The user interface is easy to use and aesthetically pleasing.

Cons

There isn't a lot of customization available to the program. For example, I would like to be able to code in my own layout for the knowledge bases.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
8/10
Based on 26 user ratings
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SupportBee Pricing

SupportBee Pricing

Starting from
US$13.00/month
Free Trial
Subscription
Value for money

STARTUP
$15 /user /mo
Shared Inbox, Knowledge Base & Basic Integrations to get your support team off the ground

ENTERPRISE:
$20 /user /mo
Everything in Startup + Customer Portal & Enterprise Integrations to supercharge your workflow

STARTUP
$15 /user /mo
Shared Inbox, Knowledge Base & Basic Integrations to get your support team off the ground

ENTERPRISE:
$20 /user /mo
Everything in Startup + Customer Portal & Enterprise Integrations to supercharge your workflow

Value for Money
4.3/5
Based on 26 user ratings
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SupportBee Features

SupportBee Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4/5
Based on 26 user ratings
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Categories

Additional information for SupportBee

Additional information for SupportBee

Key features of SupportBee

  • Action audit trail
  • Agent signatures
  • Comments for private discussions
  • Custom and pre-made KPI reports
  • Customer interaction history
  • Embeddable Contact Forms
  • Filters for automation
  • Forwarding and CC for tickets
  • Gmail compatible keyboard shortcuts
  • Groups for departments
  • HTML Email rendering
  • Multiple email address support
  • No per agent fees. Unlimited logins
  • Quick overview with labels
  • Real-time auto-refresh
  • Reply snippets
  • Third party app integration
  • Ticket creation on behalf of customers
  • Ticket labels for categorization
  • Ticket statuses

Benefits

  • Collaboration: SupportBee offers team collaboration with the ability to leave private comments in email threads, you can tag specific colleagues and they will get an email notification of your comment.

  • Ticket Filters: Use filters to automate the task of routing emails to specific agents or departments and use labels such as urgent or important to specify priority levels.

  • Email Snippets: SupportBee's Snippets tool lets you create faster replies by automatically pre-filling content using data form past emails, such as customer names. Search and add info using drop-down lists and one-click insertion.

  • KPI Reports: SupportBee provides overview reports on ticket statuses and other KPIs. You can drilldown for more detailed info or use the reports API to define your own reports.

  • Webhooks and API: SupportBee's REST API means you can customize and automate any workflow to meet you individual business needs.

  • Third-party Integrations: SupportBee integrates with a number of apps for project management, CRM, bug tracking and more. Integrations include PipeDrive, Capsule CRM, GitHub, Pivotal Tracker, HipChat, Trello, Insightly, Zoho CRM, Jira, Asana and many more.

  • SupportBee FAQs

    SupportBee FAQs

    Below are some frequently asked questions for SupportBee.

    Q. What type of pricing plans does SupportBee offer?

    SupportBee offers the following pricing plans:

    Starting from: US$13.00/month

    Pricing model: Subscription

    Free Trial: Available

    STARTUP $15 /user /mo Shared Inbox, Knowledge Base & Basic Integrations to get your support team off the ground ENTERPRISE: $20 /user /mo Everything in Startup + Customer Portal & Enterprise Integrations to supercharge your workflow

    Q. What are the main features of SupportBee?

    SupportBee offers the following features:

    • Action audit trail
    • Agent signatures
    • Comments for private discussions
    • Custom and pre-made KPI reports
    • Customer interaction history
    • Embeddable Contact Forms
    • Filters for automation
    • Forwarding and CC for tickets
    • Gmail compatible keyboard shortcuts
    • Groups for departments
    • HTML Email rendering
    • Multiple email address support
    • No per agent fees. Unlimited logins
    • Quick overview with labels
    • Real-time auto-refresh
    • Reply snippets
    • Third party app integration
    • Ticket creation on behalf of customers
    • Ticket labels for categorization
    • Ticket statuses

    Q. Who are the typical users of SupportBee?

    SupportBee has the following typical customers:

    Small Business, Mid Size Business

    Q. What languages does SupportBee support?

    SupportBee supports the following languages:

    English

    Q. What type of pricing plans does SupportBee offer?

    SupportBee has the following pricing plans:

    Subscription

    Q. Does SupportBee support mobile devices?

    We do not have any information about what devices SupportBee supports

    Q. What other apps does SupportBee integrate with?

    SupportBee integrates with the following applications:

    Asana, Basecamp, CA Flowdock, Capsule, Insightly, Pipedrive, Slack, Teamwork, Trello, VisitorTrack

    Q. What level of support does SupportBee offer?

    SupportBee offers the following support options:

    FAQs, Online Support, Knowledge Base, Video Tutorials