SupportBee Reviews

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

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

Likelihood to recommend: 10/10

Pros
I like that random emails into our non-profit are converted into issues/tickets to solve and answer. It makes sure that nothing gets archived and forgotten before it's completely finished.

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

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. For example it is not yet possible to integrate Facebook Messenger and Whatsapp into one supportdesk.

Rating breakdown

Likelihood to recommend: 8/10

Pros
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.

Cons
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.

Rating breakdown

Likelihood to recommend: 7/10

Pros
I really like how organised the SupportBee software is. 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

Likelihood to recommend: 8/10

Pros
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.

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

Rating breakdown

Likelihood to recommend: 8/10

Pros
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.

Cons
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.

Rating breakdown

Likelihood to recommend: 9/10

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

Likelihood to recommend: 10/10

Rating breakdown