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Help Scout vs SupportBee Comparison
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Overview
Help Scout is a customer support platform built for growing teams to deliver top-notch customer service. When you sign up,...
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
Pricing
Starting from
20
/user
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
Starting from
13
/user
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
User reviews
Pros
Andrea N.
Pros
Alex M.
Cons
Cons
Alex M.
Alex M.
Key features
- Total features75
- API
- Access Controls/Permissions
- Alerts/Escalation
- Alerts/Notifications
- Archiving & Retention
- Auto-Responders
- Automated Routing
- Call Center Management
- Canned Responses
- Cataloging/Categorization
- Chat/Messaging
- Collaboration Tools
- Communication Management
- Configurable Workflow
- Contact Database
- Contact Management
- Customer Communication
- Customer Database
- Customer History
- Customer Service Analytics
- Customizable Branding
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Document Management
- Document Storage
- Email Management
- Email Monitoring
- Email Templates
- Employee Management
- Event Triggered Actions
- Feedback Management
- Full Text Search
- Help Desk Management
- Inbox Management
- Interaction Tracking
- Knowledge Base Management
- Knowledge Management
- Live Chat
- Macros/Templated Responses
- Mobile Access
- Mobile App
- Multi-Channel Communication
- Multi-Language
- Multiple User Accounts
- Performance Management
- Performance Metrics
- Prioritization
- Process/Workflow Automation
- Queue Management
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real Time Updates
- Real-Time Chat
- Real-time Consumer-facing Chat
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Response Management
- Routing
- Rules-Based Workflow
- SSL Security
- Search/Filter
- Self Service Portal
- Shared Inboxes
- Signature Management
- Single Sign On
- Spam Blocker
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Tagging
- Text Editing
- Third Party Integrations
- Workflow Configuration
- Workflow Management
- Total features15
- API
- Access Controls/Permissions
- Alerts/Escalation
- Alerts/Notifications
- Archiving & Retention
- Auto-Responders
- Automated Routing
- Call Center Management
- Canned Responses
- Cataloging/Categorization
- Chat/Messaging
- Collaboration Tools
- Communication Management
- Configurable Workflow
- Contact Database
- Contact Management
- Customer Communication
- Customer Database
- Customer History
- Customer Service Analytics
- Customizable Branding
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Document Management
- Document Storage
- Email Management
- Email Monitoring
- Email Templates
- Employee Management
- Event Triggered Actions
- Feedback Management
- Full Text Search
- Help Desk Management
- Inbox Management
- Interaction Tracking
- Knowledge Base Management
- Knowledge Management
- Live Chat
- Macros/Templated Responses
- Mobile Access
- Mobile App
- Multi-Channel Communication
- Multi-Language
- Multiple User Accounts
- Performance Management
- Performance Metrics
- Prioritization
- Process/Workflow Automation
- Queue Management
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real Time Updates
- Real-Time Chat
- Real-time Consumer-facing Chat
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Response Management
- Routing
- Rules-Based Workflow
- SSL Security
- Search/Filter
- Self Service Portal
- Shared Inboxes
- Signature Management
- Single Sign On
- Spam Blocker
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Tagging
- Text Editing
- Third Party Integrations
- Workflow Configuration
- Workflow Management
Integrations
- Total integrations175
- Adobe Commerce
- BigCommerce
- Freshdesk
- Google Analytics 360
- HubSpot CRM
- Intercom
- Jira
- Mailchimp
- Meta for Business
- Pipedrive
- Salesforce Sales Cloud
- Shopify
- Slack
- Twilio
- WordPress
- Zapier
- Zendesk Suite
- Zoho CRM
- Total integrations28
- Adobe Commerce
- BigCommerce
- Freshdesk
- Google Analytics 360
- HubSpot CRM
- Intercom
- Jira
- Mailchimp
- Meta for Business
- Pipedrive
- Salesforce Sales Cloud
- Shopify
- Slack
- Twilio
- WordPress
- Zapier
- Zendesk Suite
- Zoho CRM
Alternatives
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User reviews that mention these apps
Dustin O.
Information Technology and Services, 1-10 employees
Review source
Share this review:
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.
- 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!
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.
Ilysse R.
Marketing and Advertising, 11-50 employees
Used daily for less than 6 months
Review source
Share this review:
SupportBee is easy to use and set up as a managed support desk.
We're having a bit of trouble reaching out to the support team at SupportBee to help with issues.
Sama A.
Airlines/Aviation, 1-10 employees
Used daily for less than 6 months
Review source
Share this review:
Easy to manage customer service and our day to day
It's integration was extremely easy and quick; the support was extremely helpful in the implementation. Made managing the queries much easier.
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).
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.
Christina G.
Nonprofit Organization Management, 51-200 employees
Used daily for less than 6 months
Review source
Share this review:
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.
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.
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.
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