SupportBee Erfahrungen

- 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.

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.

We were most impressed with the ability to easily set up multiple, seperate knowledge bases and ticketing systems. We have two completely different product lines so being able to differentiate between them was important to us. The user interface is easy to use and aesthetically pleasing.

There isn't a lot of customization available to the program. For example, I would like to be able to code in my own layout for the knowledge bases.

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).

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.

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.

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.

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

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

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.

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.

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.

Snippets feature is useful, easy and quick to use

The junk mail gets through, not filtered

I love how SupportBee keeps my team organized and on track. I am able to directly assign tasks to my team either within SupportBee or with the Basecamp 3 integration, and it keeps me in-the-know on all of the support tasks coming in from our clients with a shared inbox.

The UI feels like it could use an overhaul. The reply function is not very intuitive, and it's just overall a bit cluttered.

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.

Unexpensive.
Easy to setup.
Do the job
Good support

Not that easy to produce usage report (have to screenshot report page)

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.

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

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.

Easy to use but navigation could be imporved. Teams, users and labels great structuture.

Labels should be by team or user as they show for all. The screen layout for a tickt could be clearer and structured a little better.

awesome customization and ways to stay in contact with customers, great customer support too.

can be confusing on how to add certain features to use.

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 "[email protected]" 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.

Decent ticket system to have multiple agents able to deal with all clients.

Many little bugs, some fixed after advising support however there are other new ones now. I get a feeling this is not a completed product

Integrates with other packages we use.

hard to attach files, they just disapear

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.

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.