SupportBee Reviews

Pros

I really like how well it fits my company size. Also it is easy for me to work with, so I don't have to waste time learning how to use it. My clients can quickly submit a ticket through a button on my website whenever they have a question, which makes everything smoother.

Cons

I think it would be great if there was a chat function added to make communication even easier.

Pros

Well I love the ability to manage incoming messages in teams. I can view messages from all teams, assign them to coworkers and even add comments. Also the support team is quick to respond whenever I have questions which is quite helpful.

Cons

SupportBee search feature is pretty useless. Formatting a message properly is a hassle, especially when you are copying and pasting formatted text. Also managing snippets is not very user-friendly either. Filtering messages from a specific team when you are not part of that team does not work as expected.

Pros

I was able to easily assign a customer's issue to the right team member and track it until it was resolved. In short it made the whole process a lot more efficient for us.

Cons

I wish the reporting tools offered more details to help us gain better insights into our support performance.

Pros

It has really helped us streamline our customer support. We can now organize tickets by priority levels and see a clear overview of open issues. We can even set specific criteria for our team to follow when closing tickets. Before SupportBee, it was chaotic with hundreds of emails but now everything is neatly organized in the portal and we can assign tickets to the right person.

Cons

It can take a while to get new features, but the SupportBee team does listen to our feedback and tries to help out when needed.

Pros

It is fairly easy to use and set up as a support desk, making it really easy for me to manage everything.

Cons

We've had some trouble reaching the support team at SupportBee when we need help with issues.

Pros

Integrating SupportBee into our web app was a simple task. Also the customer support team is always quick to help with any questions and the training was really useful. Onboarding users in our organization was simple. Plus help docs are clean, professional and easy to follow when published. Assigning tickets is also really easy and I love that I can get alerts through Slack. Setting that up was simple too. Overall, I'm really happy with this product.

Cons

There are definitely areas where SupportBee could improve. The forwarding feature does not format correctly, so I often end up using Outlook to forward emails to outside partners. The formatting in HelpDocs can be tricky especially when using tables. It would be nice to have an undo button for when formatting gets messed up. Sometimes, I have had to redo an entire document because of formatting issues. I would recommend creating documents in Word first to avoid these issues. Also, I often miss comments I am tagged in, though Slack alerts do help with that.

Pros

The customization options are awesome and there are plenty of ways to stay connected with customers. Lastly if I talk about customer support, I would say it is great too.

Cons

It can be a bit confusing at times for us to figure out how to add certain features and use them properly.

Pros

What really impressed us was how easily we could set up separate knowledge bases and ticketing systems. Since we have two different product lines, being able to keep them distinct was really important. The user interface is easy to use and looks great, which makes managing things much simpler.

Cons

There is not a lot of customization available in the program. For example, I did love to have the option to code my own layout for the knowledge bases.

Pros

It is a solid ticketing system which allows all our multiple agents to handle customer issues with an ease.

Cons

A lot of little bugs, some of which were fixed after I reported them, but new ones seem to pop up. It feels like this product is not fully finished yet.

Pros

SupportBee is very afforadble. Also it was easy to set up as the process didn't take much of our time. Plus it gets the job done perfectly and the support is great too.

Cons

It is not that easy to generate usage reports because I usually have to take a screenshot of the report page instead.

Pros

Even though it is easy to use but I feel like the navigation need improvements. Moreover the structure with teams, users and labels is great for organizing everything.

Cons

I feel like it would be better if labels were sorted by team or user instead of showing for everyone. Also, the screen layout for tickets could be clearer and better organized.

Pros

For small businesses, this is the best ticket management system. Not only it is easy to use but it also has all the features needed to run your ur customer support smoothly.

Cons

Honestly, I have not faced major issues with the features of this software as everything is working fine for me.

Pros

SupportBee snippets feature is super handy, easy to use and saves us a lot of time.

Cons

Junk mail still manages to get through and isn't filtered out which annoys me.

Pros

I really like the ability to build both an internal knowledge base and an external customer-facing one. My only complaint is that the licenses are a bit expensive.

Cons

One thing that really annoys me is when I add a customer's name and email to SupportBee, it does not keep the name when they respond. It changes the customer name field, which is very irritating. Also it would be nice if people cc'd on the case would be added to the same customer profile rather than creating a new entry in the SupportBee customer portal.

Pros

The integration was smooth, and overall the product is simple enough for our clients to use without any confusion.

Cons

The lack of forms is a big miss. Forms would really help streamline the support process, but they are just not available here.

Pros

Well i found it fairly easy to use and really user-friendly. My employees have no trouble navigating through it and I love the reporting feature as it is really helpful.

Cons

I would love to see some features added. For example, could we auto-archive tickets after a certain period? Also, when we forward a ticket to someone outside of SupportBee, only the first or last message shows which is kind of limiting.

Pros

SupportBee integrates really well with other software packages we are already using.

Cons

Attaching files is quite a hassle because they just disappear sometimes.

Pros

The integration was quick and stress free and the support team was very helpful during the whole process. It definitely made managing queries much easier for us.

Cons

It would be great to have a phone number for support especially if something urgent comes up. Also, the survey emails are only in English. I feel like it would be great to have the option to send them in both French and English. A KPI dashboard would be nice too, with better reporting on customer service results.

Pros

I really like how SupportBee helps keep my team organized and on track. I can assign tasks directly to team members within SupportBee or through the Basecamp 3 integration. It also keeps me updated on all the support tasks coming in from our clients with the shared inbox feature.

Cons

The user interface could definitely use an update. Also the reply function isn't very intuitive, and the whole thing just feels a bit cluttered.

Pros

SupportBee is pretty easy to use and helps resolve incidents quickly and efficiently. Some of the features I love include the helpdesk portal, which has a user-friendly interface similar to email, so it's easy to adapt. I can also generate detailed reports on the volume of tickets resolved over a specific period. Also it lets me create a knowledge base to answer frequently asked questions from customers. There is also a reminder tool to keep track of activities in the organization. And the price is really competitive. So overall, it is a great software with a solid reputation and extensive documentation on its website.

Cons

It needs to work on its loading times in the browser. It gets slow when there are a lot of entries in the inbox. Also, it is not ideal to use the app in Safari or Firefox since they are not optimized for it.