About 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.

Key benefits of SupportBee

  • 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.

  • 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

    Features

    Total features of SupportBee: 7

    • API
    • Commenting
    • Email Notifications
    • Labeling
    • Projections
    • Tagging
    • Third Party Integration

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    Reviews

    Overall rating

    4.3 /5
    (26)
    Value for Money
    4.3/5
    Features
    4/5
    Ease of Use
    4.4/5
    Customer Support
    4.4/5

    Already have SupportBee?

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    Showing 5 reviews of 26
    Dustin O.
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 2-10 Employees
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support

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

    Reviewed on 01/10/2015

    I've been using SupportBee since September 2013 and really love it. The pricing model is different...

    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.

    Alex M.
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 1,001-5,000 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    A help desk platform with potential growth

    Reviewed on 23/01/2020

    We have been able to use the knowledge base with SupportBee to provide information about queries,...

    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.

    Kyle L.
    Overall rating
    • Industry: Telecommunications
    • Company size: 2-10 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 3.0 /10

    Room for improvement.

    Reviewed on 29/06/2020

    Overall this has allowed us the opportunity to document customer requests and issues to have a...

    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.

    Jennifer K.
    Overall rating
    • Industry: Computer Software
    • Company size: 2-10 Employees
    • Used Daily for 1-5 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Multiple Knowledge Bases

    Reviewed on 06/07/2020

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

    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.

    Sama A.
    Overall rating
    • Industry: Airlines/Aviation
    • Company size: 2-10 Employees
    • Used Daily for 1-5 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Perfect for startups and easy to use

    Reviewed on 23/06/2020

    Easy to manage customer service and our day to day

    Easy to manage customer service and our day to day

    Pros

    It's integration was extremely easy and quick; the support was extremely helpful in the implementation. Made managing the queries much easier.

    Cons

    It would be nice to have a phone number to contact support in case of urgent help
    Emails for survey in English only, would be great to allow option for French / English
    KPI's dashboard would be ideal and can be improved (including reporting on customer service results).

    Response from SupportBee

    Dear Sama Alobaidy. Thank You for Your Review. It always helps us understanding the customer's needs better. We will consider your requests in future updates.

    Showing 5 reviews of 26 Read all reviews

    SupportBee FAQs

    Below are some frequently asked questions for SupportBee.

    SupportBee offers the following pricing plans:

    • Starting from: $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

    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

    SupportBee has the following typical customers:

    Small Business, Mid Size Business

    SupportBee supports the following languages:

    English

    We do not have any information about what devices SupportBee supports

    SupportBee integrates with the following applications:

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

    SupportBee offers the following support options:

    FAQs, Online Support, Knowledge Base, Video Tutorials

    Related categories

    See all software categories found for SupportBee.