SupportBee Features

SupportBee is very easy to use and helps resolve incidents quickly and efficiently. The features that I like the most are: 1.- The helpdesk portal is similar to the user interface of an email, so adapting to its use will be quick. 2.- You can generate significant reports on our volume of tickets resolved in a period of time. 3.- It is possible to create a knowledge base to provide customers with answers to their frequently asked questions. 4.- It has a tool to establish reminder events, so that you can always be aware of the activities in the organization. 5.- It has a highly competitive price. 6.- It is a software with great experience, so it is backed by various market providers. 7.- It has extensive documentation on its website.

SupportBee should improve its loading times in the browser, since it is slower when there are many entries in the mailbox. It is also not recommended to open the application in Safari or Firefox because they are not optimized to support it.

The ability to build an internal knowledge base and external customer kb is a nice feature. I wish the licensense werent so expensive.

I hate that when you add a customer name and email to supportbee that it doesnt keep the customer name you set when they client responds with email it changes the client name field that is really irritating. It would also be nice if parties cc'd on the case would flow to the same customer and not create a new customer entry in the supportbee customer portal.

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.

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.

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

Some other bigger SAAS solutions offer more integrations and options. For example it is not yet possible to integrate Facebook Messenger and Whatsapp into one supportdesk.

Its the best ticket management system for small businesses bacause its very easy to use although it has all features that are required to run your customer service support.

I do not think I have any problems with some features of this software. It's all good.

Thank You so Much for your Review Aleksey! It is very helpful to us!

I like that the system's interface and how easy it is to assign tickets to their proper departments. I also like that I am able to easily see all my departments' tickets.

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. Also, the email threads are a little hard to read.

It's easy to use and facilitate. It's easy to employees to navigate. The reporting is a nice feature.

I would like to see some features added. For example can we auto-archive after a certain amount of time? When we forward a ticket to someone outside of SupportBee, only the first or last correspondence will show.

We used this as a trial among a few other helpdesk tools. It was simple to use and assigned each new email as a support case. You can then go in and assign a case to yourself to be worked on. The process was simple and intuitive. This made for easy and quick responses back to the customers. I helped trial this for a few weeks and then I switched departments. I don't know which product was chosen in the end, but this would have been one that I would have enjoyed using daily.

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

This software can easily handle a multi-department organization through one email account. Our non-profit had one "info@...org" email address that would route to 5 or 6 different departments. This made it extremely easy to manage upwards of 200 requests in one day, routing them all to the appropriate department. Once in your queue, it is also a great way to track to-do's. You can sort things by answered and unanswered.

The only confusing thing about Support Bee is the order of email replies. When you come in halfway through a conversation that already has 8 replies, it can be hard to get back to the original question and where key answers/solutions were given in that email.

Integration was seamless, the product is easy overall and is simplified enough to the clients.

Forms. Very big miss. This helps the support process so much but forms are unavailable with you.

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

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