

Supportbench Software
About Supportbench
Supportbench Pricing
Per-agent scaled pricing starting at $35 USD a month per agent. We want you to grow and that's why everyone gets the same product, and as you grow, we grow.
Starting price:
$35.00 per month
Free trial:
Available
Free version:
Not Available
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Ticket management and communication hub
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Supportbench User Reviews
OVERALL RATING
Showing 1 - 5 of 31 reviews

Kevin
Verified reviewer
Company size: 51-200 employees
Industry: Financial Services
Time used: Less than 12 months
Review Source: Capterra
January 2018
Transitioned from Salesforce Service Cloud, and are never looking back!
Better workflow in less time, with quicker results. Simply an amazing product, and am excited to see what features are coming down the pipeline.
Pros
Supportbench was made for and by someone who knows how to support customers, and isn't just a product bolted on top of a sales platform. The workflows presented for support agents is very intuitive, and the ability to log multiple touch points from different platforms is incredible. It has an incredibly bright, visual interface which informs an agent's workflow, not just showing them a backlog of cases or tickets to work on.
Cons
Supportbench has an abundance of features, with more being added seemingly daily. While you can easily get setup quickly, it can take some time to activate some of the more powerful features, such as workflows/automation; however, with Supportbench's amazing support team, these cons are easily overcome.
Jason
Company size: 1,001-5,000 employees
Industry: Wholesale
Time used: Less than 12 months
Review Source: Capterra
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.
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.
Maximiliano
Company size: 11-50 employees
Industry: Information Technology and Services
Time used: Less than 6 months
Review Source: Capterra
April 2018
Good for sharing data sent to a distribution list
Not much, just having all support requests stored in the same place and shared between all team memebers
Pros
It allows us to see what is going on with all requests sent to our support DL. We stopped relying on emails
Cons
You can miss replies to already existing cases. Notifications are not good enough. Cases get insanely duplicated

Response from Supportbench Services
Thank you Maximiliano for the valuable feedback as your happiness is our top priority. There are different ways to receive and deal with notifications and we will be reaching out to ensure that your system is optimized and your experiences are resolved.
Replied April 2018

Tsitsi Hazel
Verified reviewer
Company size: 11-50 employees
Industry: Information Technology and Services
Time used: Less than 6 months
Review Source: Capterra
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.
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.
Anonymous
Company size: 11-50 employees
Time used: Less than 12 months
Review Source: Capterra
May 2022
Next-level Customer Contact Management
Overall, this product has really changed my experience in IT/Helpdesk support. I can't recommend it enough, and hope other companies get on board with using it, as I feel it'll help many other support technicians simplify their time at work, just as it's simplified mine.
Pros
This software has been incredible in helping us track ticket requests more accurately, with a wonderful interface, to boot. The notes have been a huge help in keeping track of the situations on each ticket, and it does this better than other software, in my opinion. I have yet to see any real errors, which I can't say for a large amount of other ticket-management software out there. The lack of limit on queues has been amazing for keeping things organized and flowing well during heavy-traffic business hours. The interface is also amazingly clean and simple in its design, while still having all the features easily accessible. It's astounding how well this software is designed, and I hope to see it grow. I've learned a lot about what support desk software is capable of without breaking the bank for the company. Every time I've needed help, they've always been able to fix it within a few minutes, as well. They provide truly top-notch customer support that I feel falls off a bit with the more expensive and higher-end software, such as Zendesk.
Cons
There was a bit of a hiccup as I was learning how to use it, but it ended up being on me. Their customer support came to the rescue once again and helped me sort it out in no time, so I honestly can't say I have a con at this point.