SupportBee

SupportBee

Customer support help desk software

4.3/5 (10 reviews)

SupportBee Overview

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 providers, with email threads, personal signatures, and 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.

Pricing

Starting from
US$29,00
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Canada, Europe, Latin America, United States

Supported Languages

English, Spanish

SupportBee Reviews

Overall rating
4.3/5
90% positive reviews
4
Excellent
5
Very good
1
Average
0
Poor
0
Terrible
Dustin O.

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

Verified Reviewer

Very user friendly

Used Daily for 2+ years
Reviewed on 2018/10/06
Review Source: Capterra

There were several ways to utilize this system but over all the best benefit I found was the lay out. It was simple to use and we were able to train each department in this software even if they did not work in the customer support department.

Pros

This software is very user-friendly, it provides our customers with a seamless ecxperience.

Cons

We have had a couple issues with the site going down, but customer service was quick to respond.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Verified Reviewer

I've been answering tickets on this for 2 years, great way to make emails organized to-do items.

Used Daily for 2+ years
Reviewed on 2017/11/01
Review Source: Capterra

Pros

I like that random emails into our non-profit are converted into issues/tickets to solve and answer. It makes sure that nothing gets archived and forgotten before it's completely finished.

Cons

Sometimes the order of replies can get scrambled. For someone coming into the conversation mid-issue it can feel overwhelming to know where the conversation started and what has happened since.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Verified Reviewer

SupportBee does the job

Used Daily for 2+ years
Reviewed on 2019/04/03
Review Source: Capterra

Good choice if you need an application to streamline your e-mail support in a team.

Pros

Good software, we are a happy user for years now. Works great and does what is says is does.

Cons

Some other bigger SAAS solutions offer more integrations and options. For example it is not yet possible to integrate Facebook Messenger and Whatsapp into one supportdesk.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10
Elizabeth B.

SupportBee is a great issue tracker system for small companies!

Used Daily for 1+ year
Reviewed on 2018/01/10
Review Source: Capterra

Pros

I like that the system's interface and how easy it is to assign tickets to their proper departments. I also like that I am able to easily see all my departments' tickets.

Cons

I think it is confusing when you respond to a ticket, and it shows up in an answered section. Sometimes I would still like to see a ticket but forget about it because it isn't clearly in my inbox. Also, the email threads are a little hard to read.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

7.0/10

SupportBee Pricing

Starting from
US$29,00
Pricing options
Free Trial
Subscription
Value for money

STARTUP
$29 /mo
Save $58 on annual plan

SMALL:
$69 /mo
Save $138 on annual plan

MEDIUM:
$149 /mo
Save $298 on annual plan

LARGE:
$249 /mo
Save $498 on annual plan

SupportBee Features

  • Third Party Integration

  • API
  • Activity Dashboard
  • Automatic Notifications
  • CRM Integration
  • Chat
  • Contact History
  • Customizable Branding
  • Email Integration
  • Instant Messaging
  • Knowledge Base Management
  • Monitoring
  • Multi-Channel Communication
  • Prioritizing
  • Real Time Monitoring
  • Reporting & Statistics
  • Social Media Integration
  • Support Ticket Management
  • Surveys & Feedback
  • Workflow Management

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: SupportBe 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

    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$29,00

    Pricing model: Subscription

    Free Trial: Available

    STARTUP
    $29 /mo
    Save $58 on annual plan

    SMALL:
    $69 /mo
    Save $138 on annual plan

    MEDIUM:
    $149 /mo
    Save $298 on annual plan

    LARGE:
    $249 /mo
    Save $498 on annual plan

    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:

    Mid Size Business, Small Business

    Q. What languages does SupportBee support?

    SupportBee supports the following languages:

    English, Spanish

    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, CA Flowdock, Capsule, Insightly, Moxtra, Pipedrive, Slack, Teamwork Projects, Trello, VisitorTrack

    Q. What level of support does SupportBee offer?

    SupportBee offers the following support options:

    FAQs, Online Support