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Help Scout vs SupportBee Comparison

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Overview

Help Scout is customer service & help desk software for companies of all sizes. Users can work seamlessly across departments,...

SupportBee is the easiest way to manage your customer support emails. It is a web-based email support tool that helps (small)...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

No screenshots yet

Pricing

Starting from

15

Per month

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

Starting from

13

Per month

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

4.7

175

5

4

3

2

1

128

41

6

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

4.4

26

5

4

3

2

1

13

9

4

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
96%
would recommend this app

Pros

In my 20 years I've never come across such an elegant solution as Help Scout. Everything works good, looks good.

SA

Sid A.

Its ease of use, great search with keywords in the help guide area of clients. The ticketing system is great and integrates with Infusinsoft and Trello so we can transfer information between teams.

AR

Anonymous Reviewer

The product is very well designed, easy and natural to use. On top of that, their support is excellent and they reply very quickly.
AvatarImg

Andrea N.

Pros

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

Alex M.

Awesome customization and ways to stay in contact with customers, great customer support too.

SC

Sarah C.

We were most impressed with the ability to easily set up multiple, seperate knowledge bases and ticketing systems.

JK

Jennifer K.

Cons

Due to the automated change of tickets after leaving notes or replying on some of them, I ended up replying or closing the wrong ones, and in a delicate work, this was frustrating.

AR

Anonymous Reviewer

The only real problem I've had is that the attachment system gets stuck whenever I try to upload by dragging files into the window.

JS

Jordan S.

Email management is no longer a source of frustration.

KD

Kathy D.

Cons

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.
AvatarImg

Alex M.

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.
AvatarImg

Alex M.

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.

EB

Elizabeth B.

  • Vendor responds to reviews
  • Last review12 days ago
  • Vendor responds to reviews
  • Last review2 years ago

Key features

  • Total features73
  • API
  • Access Controls/Permissions
  • Alerts / Escalation
  • Alerts/Notifications
  • Archiving & Retention
  • Automated Routing
  • CRM
  • Call Center Management
  • Call Recording
  • Canned Responses
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Configurable Workflow
  • Contact Management
  • Content Management
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Fields
  • Customizable Templates
  • Data Import/Export
  • Document Management
  • Document Storage
  • Email Management
  • Email Monitoring
  • Email Templates
  • Event Triggered Actions
  • Feedback Management
  • Full Text Search
  • Help Desk Management
  • Historical Reporting
  • Inbox Management
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multiple User Accounts
  • Performance Management
  • Performance Metrics
  • Prioritization
  • Queue Management
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Management
  • Routing
  • SSL Security
  • Search/Filter
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shared Inboxes
  • Signature Management
  • Social Media Integration
  • Spam Blocker
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Text Editing
  • Third Party Integrations
  • Voice Mail
  • Workflow Configuration
  • Workflow Management
  • Total features15
  • API
  • Access Controls/Permissions
  • Alerts / Escalation
  • Alerts/Notifications
  • Archiving & Retention
  • Automated Routing
  • CRM
  • Call Center Management
  • Call Recording
  • Canned Responses
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Configurable Workflow
  • Contact Management
  • Content Management
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Fields
  • Customizable Templates
  • Data Import/Export
  • Document Management
  • Document Storage
  • Email Management
  • Email Monitoring
  • Email Templates
  • Event Triggered Actions
  • Feedback Management
  • Full Text Search
  • Help Desk Management
  • Historical Reporting
  • Inbox Management
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multiple User Accounts
  • Performance Management
  • Performance Metrics
  • Prioritization
  • Queue Management
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Management
  • Routing
  • SSL Security
  • Search/Filter
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shared Inboxes
  • Signature Management
  • Social Media Integration
  • Spam Blocker
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Text Editing
  • Third Party Integrations
  • Voice Mail
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations149
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WooCommerce
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations28
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WooCommerce
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

SupportBee logo

SupportBee

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

Reviewed 7 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

SupportBee logo

SupportBee

It's a good system!

Reviewed 2 years ago
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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

SupportBee logo

SupportBee

Perfect for startups and easy to use

Reviewed 2 years ago

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).

Vendor response

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

SupportBee logo

SupportBee

My review of Supportbee

Reviewed 2 years ago

Overall Supportbee is an affordable solution to our business needs. We are able to have multiple emails accounts come into one place. Emails can be auto assigned based on keywords reducing the need to manually assign tickets. I can see our small organization growing with Supportbee over time.

Pros

The Supportbee software was easy to intergrate into our web app. Customer support is very responsive with questions and training. Onboarding users in our organization was was easy. The Help Docs are designed well and look clean and professional when published. Assigning tickets is easy and straightforward. I also like that I can get alerts through Slack. It was easy to set up too. Overall I really like this product.

Cons

There are areas that Supportbee could improve. The forward feature does not format properly and I end up using my Outlook to forward those emails to outside partners. The formatting in the HelpDocs is challenging to use, specifically when I use the table feature. An undo button would be helpful when trying to format considering the challenges in formatting. There were times when I had to completely redo a document do to the issues in formatting. I recommend creating the document in Word first. Finally, it is extremely easy to miss comments that I am tagged in. Slack alerts help do help with this though.