SupportBee Pricing, Features, Reviews & Comparison of Alternatives

SupportBee Reviews

SupportBee

Customer support help desk software

4.0/5 (2 reviews)
689

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.
supportbee.com

SupportBee Overview

Pricing

Starting from: $29.00
Pricing model: Subscription
Free Trial: Available (No Credit Card required)
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Devices

Web
Android
iOS

Business size

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Small
M
Medium
L
Large
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SupportBee Reviews (2)

Latest reviews

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

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 ...

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Reviewed 1st of October, 2015 by Dustin Overbeck

 

 

Read the full review
Reviewed 26th of January, 2016 by Bogdan Chertes

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Specifications

Intended Users
Mid Size Business, Small Business
Devices Supported
Web-based
Supported Countries
Canada, Europe, Latin America, United States
Supported Languages
English, Spanish
Support Options
FAQs, Online Support

SupportBee Pricing

Starting from: $29.00

Pricing model: Subscription

Free Trial: Available (No Credit Card required)

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

Competitors Pricing

Kayako

Starting from: $25.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

Zendesk

Starting from: $1.00/month
Pricing model: Open-source, Subscription
Free Trial: Available (No Credit Card required)

osTicket

Pricing model: Freemium, Open-source, Subscription

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Key Features of SupportBee

  • Ticket statuses
  • Real-time auto-refresh
  • HTML Email rendering
  • Ticket labels for categorization
  • Forwarding and CC for tickets
  • Agent signatures
  • Gmail compatible keyboard shortcuts
  • Multiple email address support
  • Embeddable Contact Forms
  • Ticket creation on behalf of customers
  • Customer interaction history
  • No per agent fees. Unlimited logins
  • Comments for private discussions
  • Action audit trail
  • Groups for departments
  • Quick overview with labels
  • Filters for automation
  • Reply snippets
  • Custom and pre-made KPI reports
  • Third party app integration

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.

Alternatives to SupportBee

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Dustin Overbeck

Verified Reviewer

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

01/10/2015

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

Time used: 1-2 years

Source: GetApp
2 of 2 people found this review helpful
Helpful?   Yes   No
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Bogdan Chertes

Verified Reviewer

26/01/2016

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 6-12 months

Source: GetApp
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