SupportBee Features

SupportBee

Customer support help desk software

4.3/5 (10 reviews)

SupportBee Feature Summary

  • 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

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Competitor Feature Comparison

SupportBee Feature Reviews

9 reviewers had the following to say about SupportBee's features:

Anonymous
(Computer Software company, 1-10 employees)

SupportBee does the job

2019-04-03

Good choice if you need an application to streamline your e-mail support in a team.

Pros

Good software, we are a happy user for years now. Works great and does what is says is does.

Cons

Some other bigger SAAS solutions offer more integrations and options.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Dustin Overbeck

Verified Reviewer

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

2015-10-01

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.

Pros

- Pricing model is based on volume of tickets, not based on number of agents - Is an "inbox" style of ticketing system.

Cons

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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Elizabeth Baublitz

SupportBee is a great issue tracker system for small companies!

2018-01-10

Pros

I like that the system's interface and how easy it is to assign tickets to their proper departments.

Cons

I think it is confusing when you respond to a ticket, and it shows up in an answered section.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Alek Elder

Support Tickets

2018-12-16

Overall very positive for a helpdesk ticketing system tool.

Pros

It was simple to use and assigned each new email as a support case.

Cons

I wasn't able to attach some files to send back to the customer in the support tickets.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Soumya Hegde

SupportBee Great Software for Email Ticketing for Customer Support

2018-10-04

Pros

Unlimited tickets even for free version .A customized email id even in free version.

Cons

Only one email inbox and no teams in free version of software.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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William Baublitz

Very helpful ticket tracker, could use some changes in email formatting

2018-11-14

Pros

This software can easily handle a multi-department organization through one email account.

Cons

The only confusing thing about Support Bee is the order of email replies.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Health, Wellness and Fitness company, 11-50 employees)

SupportBee is a great place to manage your company's emails.

2018-09-12

SupportBee is great because it gives all of our customer service team access to our emails so they can all go and access information sent in from our customers.

Pros

It is pretty easy to go and access the incoming emails/tickets that we receive and even easier to access our archived emails.

Cons

Sometimes the SupportBee system crashes and doesn't run very smoothly but for the most part their team gets it fixed pretty quickly.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Religious Institutions company, 51-200 employees)

I've been answering tickets on this for 2 years, great way to make emails organized to-do items.

2017-11-01

Pros

I like that random emails into our non-profit are converted into issues/tickets to solve and answer.

Cons

Sometimes the order of replies can get scrambled. For someone coming into the conversation mid-issue it can feel overwhelming to know where the conversation started and what has happened since.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
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Anonymous
(Cosmetics company, 11-50 employees)

Very user friendly

2018-10-06

It was simple to use and we were able to train each department in this software even if they did not work in the customer support department.

Pros

This software is very user-friendly, it provides our customers with a seamless ecxperience.

Cons

We have had a couple issues with the site going down, but customer service was quick to respond.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more