Unlike our previous system, Supportbench is super easy to use. Because of the cohesiveness and analytics imbedded in the dashboard, our customer’s problems immediately clear and it’s much easier to solve tickets.

Because of the Supportbench SLA’s and knowledge base features there are customized prompts that give quick solutions to our team and to customers and prevents unnecessary tickets being opened. We’ve been able to maintain consistent entries and reduce escalations, to a point that our retention rates have increased.

Their internal support team is great, but I don't want to ask all the time. I think I need another training session to explore the system further.

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

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.

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

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.

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

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

Supportbench has allowed for our team to work as productively, efficiently and effectively as possible like a well oiled machine. With today’s socio-economic problems, one is always concerned about staying afloat, however with Supportbench affordable price range, I need not worry anymore.

The standout feature of Supportbench is that it allows me to customise my day to day experience. From the influx of emails to weekly reporting, Supportbench has allowed email management to feel like a breeze. Our team is able to work with and present accurate information with the scheduled data reports feature. Supportbench allows our team to work wherever, whenever as there’s more than just one way to receive notifications.

Over the years I have realised that not all of us can learn and adapt easily as the next person so even though I am becoming a pro with Supportbench, I do think it may need to become a bit more hands with their explanations or even come up with a simpler how to guide

Our support process is more streamlined and informed. With the emotional scoring and customer overviews, we're better equipped to handle customer concerns.

Its AI-driven features, like the Customer QA AI Bot, have been a standout, answering FAQs and reducing our workload. The AI Case Summaries are a great touch, ensuring clarity on new cases.

No offline mode has been a challenge. More API integration features would be appreciated.

Switching from Freshdesk to Supportbench has transformed the way we manage our customers. We didn’t realise how challenged our department was until we implemented Supportbench and everything became so easy.

The initial setup was a little like trying to herd cats because we have had to completely change the way we’ve been doing things.

Shifting from Freshdesk to Supportbench was like discovering a secret passage to success. Our customer support management has never been smoother, and the personalized service we can now offer has given us a huge advantage over our competitors.

The initial setup was a heavy lift as we had so many previous tools to replace with Supportbench.

With Supportbench we finally have a magnifying glass on our performance. Plus, the ChatGPT integration makes us feel like we've invited a smarty-pants AI to our office party!

Ditching Freshdesk for Supportbench was like trading in my old clunker for a flying car. Suddenly, our customer support management feels less like juggling cats and more like a well-choreographed ballet.

But let's not sugarcoat it. The initial setup was like putting together IKEA furniture blindfolded. And the reporting feature? Kind of like promising a grand feast and delivering a salad. We could really use some extra analytics and a full-on BI interface.

Supportbench’s KPI scorecards are like having a bird's-eye view of our performance. And the AI, especially the ChatGPT integration, feels like having 10 extra assistants on our team.

The transformation in our customer support management has been astounding after switching from Freshdesk to Supportbench. And the personalized services we can offer our customers make us feel like we've cracked a secret code.

The initial setup was challenging as we had to rip out Freshdesk and replace with Supportbench.

Supportbench is like a dream come true. We're in control, and there's no need to pester the IT team every five minutes. Plus, with features like intent detection and emotional scoring, it's like we've got a crystal ball for customer support!

The comprehensive customer overviews are like our own personalized customer support GPS!

Navigating some parts of Supportbench is like playing a game without the rulebook. Some extra self-help documentation would be welcome.

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.

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.

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.

It took me several false starts and a lot of research before I found Support Bench. I wish I'd found them first, it would have saved me a chunk of time and money. It has addressed all our current help desk requirements and looks like it's capable of growing with us as we take on more staff and improve our process. It's clear that they are constantly developing and refining the product.

I spent way longer than I wanted to, or expected to, trying to find a good system. The team behind this software is extremely responsive. I had a few questions and a couple of issues when first getting started and they responded extremely quickly and helped me get back on track. They are also willing to consider suggestions and feature requests and have already actioned a couple of small requests I made. The SLA warnings are very useful and it's easy to spot when items are starting to slip. Setting up responses and templates is very straightforward. Extremely competitive price means that any size company will be able to run this desk. Super-friendly team. It's clear the guys get on great and are very enjoyable to work with.

I'd like to be able to customize the views a little more - for example I'd like to be able to resize the column widths which is not currently possible, but I have heard it's something they are working on. Workflows work perfectly but are not as simple to set up as some systems I tried out.

I love how Supportbench allows me to focus on all my other tasks, outside of problem solving. Since implementing Supportbench we’ve been able to connect all departments, allowing both our Sales and Marketing teams to see overlapping themes and focus on big picture improvements.

Supportbench has markedly raised our customer happiness and made my teams more efficient. Supportbench’s third-party platform integrations are seamless; they’re not plug ins. We’ve already been able to let go of 2 tools we were using/paying for because Supportbench does it within the system already. Also, there aren't any limits on the plan. You get everything included and no one has been bothering to upsell our company.

The customer portal, if you want to customize it, you need some coding expertise. However the Supportbench team can make almost all types of modifications as you need them.

There are still some integrations in the system that we’re looking for and looking forward to them building it down the line.

We have been using Supportbench for a over a year now and it has been helping us streamline our workflows. The customer support team at Supportbench is also incredibly friendly and helpful; shout out to [sensitive content hidden]!

Some of the features in Supportbench… I’ve never seen them in any system. It’s great as I can work the way I want to work with the tool that I need at my finger tips. The system's features are also well-organized, it feels as though a Support Team actually built it.

The communication we have between Support and Sales had greatly benefited our bottom line. Very pleased with the outcome of this system.

Well, since implementing Supportbench and collaborating with their team, we’ve completely changed the way we work within Support and Success. We’re focused on our customers and we’re finding increased revenue opportunities and able to achieve a higher level of referral-based customers.

We had some issues when we first began but we have a dedicated support person now and we’ve had no issues since then. If you're comfortable with this and you think you can give us a good review, I can send over the links for you to post on. Once you send me screen shots of the 3 posts, I'll send you the first milstone.

Supportbench is refreshingly user friendly. It’s been a great advantage of our growing company because we’re handing more customer issues than ever before and we have far fewer complaints because we’re resolving tickets so efficiently.

With Supportbench’s Omnichannel tool set, we’re now able to provide exceptional customer service across every customer touchpoint. Handling emails, social accounts and chat are peaceful because it’s finally all professionally configured. The calendar feature makes it so easy to organize internal teams and respective tasks as well at external appointments. Also, having no queue limits or restriction on service levels has helped us designate work more effectively than ever before.

Still finding that the mobile app needs some extra work, it’s ok, but could be better.

We have been using Supportbench for the last 4 months. I have been able to download an extensive amount of data into the data base to help me support our customers and employees. Cases are easy to build and follow throughout the entire process. The best part of Supportbench is the help I have received from representative at Supportbench. If I have an issue with the software or there is a feature that we could use to make my job easier, he has been extremely proactive to get it taken care of or give me the answers I need to move forward. I highly recommend Supportbench if you need to track any cases for support within your company.

Please see overall experience below for pros.

Please see overall experience below for cons.