Supportbench 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

Supportbench

4.9

(116)

Pricing

Starting at $32.00 per month

About Supportbench

The AI-Powered Helpdesk for Modern B2B Teams

Supportbench is the most complete helpdesk platform built specifically for B2B support and success teams. Designed for high-touch customer relationships, we embed AI throughout your workflow to automate the manual, reduce costs, and empower your agents with real-time intelligence. No IT team required.

Top Benefits:

Reduce support costs by automating repetitive work

Improve resolution times with AI-powered case context and suggestions

Increase agent productivity with an AI Copilot that guides every reply

Get faster time to value—Supportbench is easy to configure and launch

Gain visibility into KPIs and customer health with built-in analytics

Key AI Features:

AI QA Bot that answers questions or raises tickets automatically

AI Copilot that suggests the next best response based on history and KB

Automatic case summaries when tickets are opened or closed

Turn cases into knowledge base articles instantly

Predictive CSAT and CES scores without needing survey responses

Auto-tagging, auto-prioritization, and issue classification via AI

Powerful Enterprise Functionality:

Dynamic SLAs that adapt based on customer and case context

N...

Supportbench Screenshots

Supportbench Pricing and Plans

Starting price: $32.00 per month

Free Trial

Free Version

Supportbench

$32.00

per user, per month

Plan includes:

Ticketing
AI bot
Knowledge base
Customer portal
Chat
NPS and CES
Survey Engine
Customer Health Scoring
KPI Scorecards
Built in Calendaring

Confused about pricing? We've got you covered.

Get a personalized pricing breakdown tailored to your specific needs—no guesswork, no generic estimates.

Supportbench Features

Popular features found in Help Desk
Access Controls/Permissions
Activity Dashboard
Alerts/Escalation
Automated Routing
Collaboration Tools
Macros/Templated Responses
Multi-Channel Communication
Real-Time Notifications
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Workflow Management
More features of Supportbench
Activity Tracking
AI Copilot
Alerts/Notifications
API
Application Management
Assignment Management
Audit Trail
Automated Responses
Autoresponders
Calendar Management
Call Center Management
Canned Responses
Case Management
Catalog Management
Change Management
Chatbot
Chat/Messaging
Client Portal
Commenting/Notes
Communication Management
Configurable Workflow
Contact Database
Contact Management
Content Library
Content Management
CRM
Customer Communication
Customer Complaint Tracking
Customer Database
Customer History
Customer Portal
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Data Security
Decision Support
Discussions/Forums
Document Storage
Drag & Drop
Email Alerts
Email Management
Email Templates
Event Triggered Actions
Feedback Management
File Management
Full Text Search
Help Desk Management
Inbox Management
Interaction Tracking
Inventory Management
Issue Auditing
Issue Management
Issue Tracking
IT Asset Management
Key Performance Indicators
Knowledge Base Management
Knowledge Management
Language Detection
Live Chat
Mobile Access
Mobile App
Mobile Interface
Monitoring
Multi-Channel Management
Multi-Language
Online Forums
Performance Metrics
Personalization
Pre-built Templates
Predictive Analytics
Prioritization
Queue Management
Real-Time Analytics
Real-Time Chat
Real-Time Data
Real-Time Monitoring
Real-Time Reporting
Real-Time Updates
Reporting & Statistics
Rich Text Editor
Role-Based Permissions
Routing
Rules-Based Workflow
Search
Search/Filter
Secure Data Storage
SEO Management
Single Sign On
Social Media Integration
Social Media Monitoring
SSL Security
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Task Progress Tracking
Templates
Text Editing
Third-Party Integrations
Ticket Management
User Management
Website Integration
Widgets
WYSIWYG Editor

Supportbench Integrations

RingEX

Jira

LiveChat

Salesforce Sales Cloud

Slack

NinjaOne

See all 12 integrations

Supportbench User Reviews

Overall Rating

4.9

Ratings Breakdown

91%

Secondary Ratings

Ease of Use

4.8

Value for money

4.8

Customer support

4.9

Functionality

4.7

Tsitsi Hazel S.

Verified reviewer

Information Technology and Services

11-50 employees

Used daily for less than 6 months

Review source

Reviewed May 2022

Supportbench Customer Service Management Review

Supportbench is a full-stack Customer Service Management tool, ticketing system, and analytic tool that is affordable, customer-friendly, and provides a better understanding of products and services that customers need through analytics and data. It is also cross-platform as it is available on web-based, cloud, SaaS, and different operating systems, ie. Windows, Mac, Linux, Android, and iOS.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Quick and efficient workflow turnaround in less time, with immediate results. Bright visual interface showing an interactive dashboard, including real-time customer service tickets to work on and ease of customization. You can view the types of communication requests coming in - all emails, phone calls, notes, etc. are in one place and can be shared between all team members. There are user forums to engage customers, and keywords are highlighted within communication requests to allow the direction of prioritized cases to team members, as well as the creation of customized surveys. Ability to log and keep track of multiple checkpoints across different platforms, thus giving detailed reporting of KPIs.

Cons:

Requires a bit of time to get past the initial learning curve of some of its more complex tools. It may also take some time to enable and activate some of the more powerful features, such as automation and workflows. At times you can miss cases, or miss the responses to already existing cases. Sometimes cases can be duplicated, and the notification system can get crowded.

Reasons for choosing Supportbench

Supportbench offers highly interactive use and design, as well as customization.

Jason M.

Verified reviewer

Wholesale

1001-5000 employees

Used daily for less than 12 months

Reviewed May 2022

Support Bench - Case Management

Support Bench does a great job and consolidating cases (emails in regards to my companies data). It allows the teams to understand what cases require immediate actions and what cases are less important. (prioritization). And this prioritization is very flexible and can be tuned to our specific company and team on the platform.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Very flexible - Support Bench can be tuned to work the way I want it to. There are different teams within my organization that use Support Bench and they have different needs. We are able to customize workflows based on each teams' needs. The interface is clean and can be modified to suit each user. There are many functions that allow quick handling of cases. Cases are grouped together to keep things clean and concise and saves time when questions arise. The environment is highly collaborative and has allowed the teams to work closer together now than ever before. This has also allowed the teams to provide faster and better support. We can very quickly and easily expand the use of Support Bench within the organization. It is incredibly scalable and there are no concerns about adding users or teams.

Cons:

The learning curve can be a bit high. I think this depends on what you want to accomplish. Because Support Bench is so configurable, it can be easy to add complexity. There was no 'manual' to explain the basics. This would be helpful when getting onto the platform. However, it is a fairly easy system so this is not a big deal.

Reasons for switching to Supportbench

We needed a more streamlined, customizable, and scalable solution to meet our needs.

Earl M.

Verified reviewer

Computer Software

11-50 employees

Used daily for less than 6 months

Review source

Reviewed December 2019

Supportbench Review

We've encountered some bugs with Supportbench but their team has been very quick to respond and resolve the issues. They also check in regularly to see how we're doing. The support has been great so far.

Ratings Breakdown

Ease of use

Functionality

Pros:

The support from their team is great. They are quick to respond and have had all the answers to my questions.

Cons:

The UX could use some improvement. The agent desk interface seems a little bit bulky and has a different feel than other web applications.

Verified

Reviewer

Business Supplies and Equipment

51-200 employees

Used daily for less than 12 months

Reviewed March 2023

Easy to navigate Support platform.

Needed Salesforce and Jira integrations, not just plug-ins, and Supporbench was the only system that could do that for us, with chat.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The Supportbench pricing model helped suit our smaller company as we are growing. We’re paying a reasonable per-agent rate and it only incrementally increases as we scale. The first in first out prioritization of most systems haven’t ever suited us, the method of SLAs of Supportbench works well with our complex workflows.

Cons:

Their trial version was gated so we couldn’t just test it out without reaching the

Reasons for choosing Supportbench

It offers many support features which cover a wide variety of areas of expertise that enhance customer service delivery manageable.

Eilis B.

Verified reviewer

Wholesale

1001-5000 employees

Used daily for less than 12 months

Review source

Reviewed January 2020

Working with Supportbench is a partnership

Supportbench is helping us support our customers as we always have done, but it is now giving us the ability to move to giving our customers a better service as we now have a better understanding of what they need through analytics and data rather then the 'gut feel'. The biggest asset Supportbench has is their team, they are responsive, they want to understand how your business works, and are continuously looking to add value to what they are offering so you in turn can offer more to your customer. When working with the Supportbench team it is a partnership, we are all working together to get the best for our customers and teams.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

1. The ability to view what types of communications are coming into my team, allowing for more specific and valuable coaching and training of the team. 2. Supportbench allows each 'case' to stay together, by that I mean all emails, phone calls, notes are all in one place, if you want the information you just have to go to one case, instead of looking at multiple emails, notes etc. This is a game changer for my team. 3. the ability to use specific words within the content of an email to prioritize or direct that case to specific team members 4.Ease of customization of the screens, drop downs, create mandatory fields etc 4.Detailed reporting of KPI's for the team, but also specific customer details, reasons for contact, number of contacts, time taken to respond etc.

Cons:

Initially my team were a little resistant to the change, having just used MS Outlook, but with the Supportbench team's support we were able to implement changes that made it more tuned into my teams needs and made it more 'comfortable' for them to use.

Reasons for choosing Supportbench

Demo support, presentation by the team, available features, cost

Reasons for switching to Supportbench

Visibility, duplication, reporting

Verified

Reviewer

Information Technology and Services

11-50 employees

Used daily for less than 2 years

Reviewed August 2023

Data-Driven Support

The seamless management tools, paired with AI-driven features, have made customer interactions both efficient and insightful.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The seamless management tools, paired with AI-driven features, have made customer interactions both efficient and insightful.

Cons:

The software could improve by expanding its multilingual capabilities.

Reasons for switching to Supportbench

Salesforce did not have all the capabilities and features we needed to run our support department effectively

Floyd S.

Verified reviewer

Marketing and Advertising

51-200 employees

Used daily for less than 12 months

Review source

Reviewed December 2019

Amazing tool - all in one but also specialized. Super easy to use, MUCH better performance.

Amazing, I'd highly recommend it if you want a quick turnaround and solid immediate results!

Ratings Breakdown

Ease of use

Customer support

Functionality

Pros:

What an amazing tool! I've gone through some of the other solutions like Zendesk, Freshdesk, and others, but none offers the intuitive use and design like SupportBench. It's super easy to set up, made a big difference for team performance and customer retention right out the gate (23% increased customer retention!), and unlike the others: the tool hasn't let us down since. Put together it's also much cheaper, so it's a clear win-win-win, while retaining flexibility to integrate with other tools out there. If you are looking for an easy-to-use system that performs better than any other, yet still has the depth needed to expand its use to multiple areas, look no further! Save some money while you're at it!

Cons:

Honestly, I can't think of much! There was some minor dashboard confusion upfront that turned out to be a small user error that was resolved in a minute. Cause that's it, you get great service too.

Reasons for choosing Supportbench

Cheaper + easier to set up + easier to manage. It also saved us money over the whole!

Reasons for switching to Supportbench

You know how it is, Zendesk can be a pain. Irritating to manage, doesn't always put customer service person (tool user) first together with customer, and a hassle to integrate with other tools that you do need to complement their system.

Daniel V.

Verified reviewer

Information Technology and Services

11-50 employees

Used daily for less than 6 months

Reviewed March 2023

A Comprehensive SUPPORT Solution

Thus far, our experience with Supportbench has been fantastic. It’s been the perfect system for managing our high volume of incoming cases extremely quickly and easily.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

One big draw to Supportbench is the price point. It’s incredibly cost-effective, especially when factoring in the volume of feature sets as we’ve been able to replace some other expensive tools with Supportbench. We also didn’t spend a lot on the initial set-up and training.

Cons:

There are some reporting features we’re waiting for, however, Supportbench’s documentation and internal support has been great with work-arounds.

Reasons for choosing Supportbench

I chose Supportbench over Freshdesk because it offers a more reliable and user-friendly interface. All these features make Supportbench a better choice for me.

Reasons for switching to Supportbench

There are many reasons I choose to switch from Desk.com to SupportBench. Some of the features and benefits offered by SupportBench that are attractive to me Like more customization and automation options, better customer service analytics, improved customer support features such as ticket routing, and more. Additionally, SupportBench offers more affordable pricing plans than Desk.com.

Verified

Reviewer

Marketing and Advertising

11-50 employees

Used daily for more than 2 years

Review source

Reviewed May 2024

Supportbench Delivers: Scalable & Insightful

Supportbench not only met but exceeded our expectations with its powerful, scalable tools and AI-driven insights.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The seamless migration and the ease of use stood out, making the switch smoother than anticipated and boosting our team’s morale.

Cons:

Transitioning systems was intimidating at first, fearing potential disruptions.

Saket J.

Verified reviewer

Education Management

1001-5000 employees

Used daily for less than 12 months

Review source

Reviewed May 2024

Supportbench: A Blend of Innovation and Efficiency

It's transformed our approach to customer support. We can now offer more personalized service, leading to increased customer loyalty and a better understanding of their needs.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The AI-driven sentiment analysis is a true standout, giving us deeper insights into customer emotions. Also, the ease of customizing dashboards has streamlined our workflow significantly.

Cons:

The initial transition from our old system was a bit overwhelming. The thought of integrating a new tool into our established processes was intimidating, but it worked out well.

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