--- title: "Supportbench Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Supportbench. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Supportbench is a good fit for you!" source_url: "https://www.softwareadvice.com/crm/supportbench-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Help Desk Software](https://www.softwareadvice.com/help-desk/) / [Supportbench](https://www.softwareadvice.com/help-desk/supportbench-profile/) / Supportbench Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/help-desk/supportbench-profile/) Reviews [Alternatives](https://www.softwareadvice.com/help-desk/supportbench-profile/alternatives/) # Supportbench User Reviews ## Reviews summary - Overall rating: 4.8/5 - Total reviews: 131 ### Secondary ratings - Ease of use: 4.7/5 - Customer support: 4.8/5 - Value for money: 4.8/5 - Functionality: 4.7/5 ### Rating distribution - 5 stars: 111 reviews (85%) - 4 stars: 16 reviews (12%) - 3 stars: 4 reviews (3%) - 2 stars: 0 reviews (0%) - 1 star: 0 reviews (0%) ### Most mentioned pros - The platform’s unified issue tracking, AI-powered summaries, and agent-friendly interface significantly improved reporting and response times. While onboarding could benefit from enhanced video resources, the overall impact on our operational efficiency and customer satisfaction has been substantial. - AI co-pilot and custom data tables let us personalize support without a mess of tools. And we finally have emotional scoring for key accounts. - The AI-generated resolution summaries and unified view of open/pending/closed issues made reporting way easier. ### Most mentioned cons - The automated report scheduling in Supportbench is honestly a little clunky to set up initially. - The report export screen in Supportbench is pretty clunky and looks outdated. - As our support volume grew, spreadsheets and shared inboxes became unsustainable. ## Supportbench customer reviews Showing reviews 1-25 of 131 (page 1). ### Supportbench Customer Service Management Review - Overall rating: 4/5 - Reviewer: Tsitsi Hazel S. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: May 2022 - Review source details: This review was submitted organically. No incentive was offered 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: 4/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### 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. --- ### Easy to navigate Support platform. - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Business Supplies and Equipment - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: March 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. 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: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### 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. --- ### Keeping track of urgent billing errors without the mess - Overall rating: 4/5 - Reviewer: Peter L. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for less than 12 months - Reviewed: August 2026 - Review source details: This review was submitted organically. No incentive was offered I got a fast way to handle complex invoice tickets without constantly opening up our main database. I got my sanity back during peak tax season because all the client history is sitting right there on my screen. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Handling non-stop questions about failed invoices or portal lockouts was a total nightmare before we switched. Supportbench links the customer's account data straight to the ticket, so I never have to ask for their billing ID twice. #### Cons The Spanish localization inside the dashboard still feels a bit awkward in a few of the menus. I mostly just stick to the English layout because a couple of the translated buttons do not make a lot of sense to a native speaker. --- ### Supportbench Review - Overall rating: 3/5 - Reviewer: Earl M. - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: December 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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: 3/5 - Functionality: 3/5 #### 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. --- ### Catching angry enterprise clients before they cancel - Overall rating: 5/5 - Reviewer: Robert Cilleros C. - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for less than 12 months - Reviewed: September 2026 - Review source details: This review was submitted organically. No incentive was offered We got a proactive system that actually warns us about unhappy accounts instead of just storing old emails. I got a real top-level view of our daily operations that tells me exactly which high-value contracts are at risk of churning. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros As a director, I need to know if a massive account is quietly getting frustrated before they actually leave us. Supportbench puts customer health scores right on the main dashboard, so I can spot immediately if a client is logging too many critical bug reports and jump in. #### Cons Exporting the deep audit logs for our weekly management meetings is still a bit of a headache. The data is definitely in the system, but pulling a clean spreadsheet of specific ticket actions forces me to fight with a bunch of annoying date filters every single time. --- ### Data-Driven Support - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: August 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. The seamless management tools, paired with AI-driven features, have made customer interactions both efficient and insightful. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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 --- ### Handing over control without giving up system security - Overall rating: 4/5 - Reviewer: Aryanto A. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: September 2026 - Review source details: This review was submitted organically. No incentive was offered We got a stable platform that the customer service department can actually manage and tweak by themselves. I finally got to step away from fixing daily support queues and focus on keeping our main company servers running smoothly. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros I hate getting internal network tickets just to fix a basic customer routing rule. Supportbench lets our actual service leads build their own workflows and SLA timers without me having to hand over the master administrative keys to the entire system. #### Cons Getting the Single Sign-On feature to work perfectly with our internal company directory was a massive headache. The technical documentation was super vague, so I had to spend a whole afternoon testing logins blindly just to get our staff connected securely. --- ### Catching unhappy clients before they actually leave - Overall rating: 4/5 - Reviewer: Kimy B. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: August 2026 - Review source details: This review was submitted organically. No incentive was offered We got a proactive way to monitor account health instead of just waiting for a cancellation notice. I got absolute peace of mind knowing I can check one dashboard and instantly see how my entire department is performing without running manual audits. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros As a director, my biggest headache was losing major accounts because a recurring bug slipped through the cracks. Supportbench groups all those scattered tickets into a single health score, so I know exactly which clients need a phone call today. #### Cons The automated report scheduling in Supportbench is honestly a little clunky to set up initially. I had to click through three different menu tabs just to get a basic weekly performance summary sent directly to my inbox on Monday mornings. --- ### We don't need a dedicated IT guy just to change a workflow - Overall rating: 4/5 - Reviewer: Sofia M. - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: August 2026 - Review source details: This review was submitted organically. No incentive was offered We finally got a platform we can control ourselves instead of begging developers to make tiny dashboard tweaks. It gave our team the freedom to adapt our daily queues and rules on the fly without waiting around for help. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros With our old setup, making any small change meant putting in a request to a dedicated system admin. Supportbench lets our own team build custom routing and dashboards without needing a tech degree. We even use the custom data tables to store unique client info right next to the ticket, which keeps things super flexible. #### Cons Setting up custom permissions in Supportbench took a lot of guessing and checking on my end. The security settings do work well, but I definitely had to rebuild a few of our staff roles a couple of times before the access levels felt right. --- ### Keeping wholesale buyer tickets separated from small retail questions - Overall rating: 4/5 - Reviewer: Nile K. - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: Used daily for less than 6 months - Reviewed: September 2026 - Review source details: This review was submitted organically. No incentive was offered We got a clear system to prioritize our heavy spenders without letting the smaller retail questions completely fall through the cracks. I finally got real data on exactly how fast my team is clearing out the chaotic Monday morning backlog. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Selling thousands of different apparel accessories means our inbox is a wild mix of massive wholesale orders and single retail returns. Supportbench lets us set up unique SLA timers for our big B2B buyers, so a factory missing a bulk shipment gets pushed to the very top of the queue automatically. #### Cons Merging duplicate tickets together when a stressed buyer emails us three times in a row takes way too many manual clicks. The system handles the merge fine, but it really should just be a simple one-button action right on the main dashboard to combine those messy threads. --- ### Finally a Tool That Thinks Like We Do - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Entertainment - Company size: 2-10 employees - Product usage: Used weekly for less than 6 months - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered We needed better control over support SLAs and a way to prioritize high-value accounts. Supportbench gave us both without overcomplicating things. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Client-specific SLAs and intelligent SLA renegotiation triggers have changed how we operate. We’re no longer treating every ticket the same, and that’s a good thing. #### Cons Minor sync delay with Salesforce early on, but it sorted itself out after we reconfigured a few mappings. --- ### Support Bench Is Amazing - Overall rating: 5/5 - Reviewer: Ehima M. - Verified reviewer: Yes - Industry: Transportation/ Trucking/ Railroad - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: February 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Supportbench is a comprehensive customer support platform that aims to streamline the support process for businesses. The platform offers a range of features that enable businesses to manage their support tickets, communicate with their customers, and track their performance metrics. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Supportbench offers a robust reporting and analytics suite, allowing businesses to track key performance metrics and gain insights into their support operations. #### Cons There are 2 feature sets we are waiting on and hoping they will be part of the system this year. #### Reasons for choosing Supportbench Supportbench is relatively affordable than other products out there and it provides a very user friendly interface . --- ### Reducing escalations with Supportbench - Overall rating: 5/5 - Reviewer: Pias A. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for less than 12 months - Reviewed: March 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros 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. #### Cons 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. --- ### Transformative Customer Support with Supportbench - Overall rating: 5/5 - Reviewer: Robert R. - Verified reviewer: Yes - Industry: Accounting - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: February 2024 - Review source details: This review was submitted organically. No incentive was offered We've seen a remarkable shift in how we manage customer interactions but also in the way our Support team is organized. Having a more personalized as well as automated approach to customers has lead to higher satisfaction rates for them as well as our staff in general. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros The AI Predictive CES really stands out for our team because it seems to be able to accurately predict customer satisfaction and sentiment. The results have been making our responses more impactful and personalized. #### Cons We’ve asked when it will have more multilanguage support and are still waiting. --- ### Killer Customer Management Solution - Overall rating: 5/5 - Reviewer: Robiul h. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: March 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros 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. #### Cons Still finding that the mobile app needs some extra work, it’s ok, but could be better. --- ### Powerful Yet User-Friendly - A Leap Forward from Zendesk - Overall rating: 5/5 - Reviewer: Shahadat H. - Verified reviewer: Yes - Industry: Staffing and Recruiting - Company size: 10000+ employees - Product usage: Used weekly for less than 6 months - Reviewed: June 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. From my perspective, Supportbench truly shines in terms of accessibility and configurability. The fact that it doesn't necessitate an IT team to manage the system is a game-changer. The autonomous operation potential it offers allows us to focus more on our customers and less on the technicalities. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The shift from Zendesk to Supportbench has been a significant upgrade for us. The functionality has streamlined our support process, helping us enhance the quality of our service and build stronger relationships. The customizable dashboards have particularly allowed us to optimize our strategies, while the customer health scoring and 360-degree customer overview have ensured a tailored approach to each customer interaction. #### Cons The software, as much as it is impressive, does lack in one area - the documentation. I believe a more extensive user guide would make the experience smoother for newcomers. This didn't deter my overall experience but certainly left some room for improvement --- ### Cost-Effective and Robust Support with Supportbench - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2024 - Review source details: This review was submitted organically. No incentive was offered It has cut down on our costs and improved our support team’s effectiveness significantly. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The customizable dashboards are fantastic. They provide exactly what we need to see, when we need to see it. #### Cons Replacing our old, familiar system was stressful, but Supportbench’s support team was there every step of the way. --- ### Supportbench is a massive bang for your buck. - Overall rating: 5/5 - Reviewer: Mickheal J. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used daily for less than 6 months - Reviewed: April 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Our customer service needs are quite simple, we don’t need such a complicated product, but Supportbench seems to be able to handle both complex workflows and fairly simple ones. It was great that at this price point, they included chat too. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Price was a deciding factor for us as they have a full spectrum support platform with chat at a reasonable price point. So far, I haven’t noticed any lag times with chat. The customer portal is proving to be favourable for our customers. We use Supportbench at a basic level, but I can see it being more useful as we grow. #### Cons I’ve never seen an interface quite like this before and it took some getting use to. --- ### Supportbench is ideal for complexity - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Electrical/ Electronic Manufacturing - Company size: 10000+ employees - Product usage: Used daily for less than 6 months - Reviewed: March 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. So far, I've been very pleased with my experience with Supportbench. It offers a comprehensive customer service tool set but it can also perform as project management software as well. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I’ve been using Supportbench for ticketing to enhance our customer service department, but I found that it has some pretty decent project management tool use cases. The ticketing features work well because we can customize them to match our various valued clients. I now longer spend endless time on wasteful communication. #### Cons If your workflows are simple, this might not be ideal for you. But if you have a fairly involved support process, Supportbench is ideal. --- ### Highly Recommended Tool for Every Customer Support - Overall rating: 5/5 - Reviewer: Calista O. - Verified reviewer: Yes - Industry: Non-Profit Organization Management - Company size: 2-10 employees - Product usage: Used daily for less than 6 months - Reviewed: February 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. We’ve recently moved from an older ticketing platform to Supportbench and the transition was easier than we expected. Supportbench is more comprehensive, but at a fraction of the price #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It’s so easy to see customer health with Supportbench. At a quick glace, the dashboard gives me health scores of all customers so I know who’s at risk before alarm bells go off. I can respond long before there’s an urgent problem. My teams productivity has had a dramatic increase, our customers are showing way more satisfaction and so far our retention rates are up and churn rates are down. #### Cons There are a lot of updates to Supportbench and we need to stay on top of all the new features so we can add additional value to the team, but sometimes it’s hard to keep up. --- ### Suportbench: Elevating Our Customer Support Experience - Overall rating: 5/5 - Reviewer: Lalaine A. - Verified reviewer: Yes - Industry: Electrical/ Electronic Manufacturing - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: May 2024 - Review source details: This review was submitted organically. No incentive was offered It's very useful and helpful especially to our team and to the customers. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The customer health scoring and AI-driven insights are standout features. They provide a deep understanding of our customer’s needs, enabling us to offer more effective support. #### Cons As of now, I really like all of it. We will continue to explore it. --- ### Streamlining Operations with Supportbench - Overall rating: 5/5 - Reviewer: Nedys M. - Verified reviewer: Yes - Industry: Internet - Company size: Self-Employed - Product usage: Used daily for free trial - Reviewed: March 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Since everything is integrated into one place with Supportbench, we have the added advantage of being able to customize the way we manage tasks, whether they are independent or in teams, which gives complete visibility to everyone, thus increasing satisfaction for each client. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros A big plus for us is Supportbench’s ticket management. The platform makes it easy to assign tickets to the right team members and track their progress. This has helped us ensure that no tickets fall through the cracks and that our customers receive timely support, no matter how complex the issue is. Additionally, the platform integrates with all of our existing tools, such as Salesforce and Slack, making it easy to manage all of our support operations from one place. #### Cons It would be great to have the ability to create custom plugins, but they only have an API right now. --- ### An all-encompassing and potent customer relationship tool - Overall rating: 5/5 - Reviewer: Marie Joy T. - Verified reviewer: Yes - Industry: Cosmetics - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: February 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Based on the features I’ve been able to use so far, Supportbench seems to be an all-encompassing and potent customer relationship tool. It’s been helping to streamline and enhance our case management team and our support operations in general. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Although it’s been early days for us, I can already see that Supportbench’s seamless communication channels and the volume of cases it handles are going to help to build our customer loyalty. We’re responding to complex cases far more quickly than before. We’re finally able to give our customers the support they need. #### Cons The setup and initial agent training took some effort. It was challenging for us to get use to a different platform, one that integrates with everything. But things are running smoothly now. --- ### Since implementing Supportbench, it’s been easy-to-use and the interface is so intuitive. - Overall rating: 5/5 - Reviewer: Nazmul H. - Verified reviewer: Yes - Industry: Internet - Company size: 10000+ employees - Product usage: Used daily for less than 6 months - Reviewed: March 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros our main form of communication is Email and Supportbench’s email is seamless. It kind of resembles Outlook, has all the same elements. I don’t have to jump out of ticketing to email and come back again or use an email link. I can stay within Supportbench #### Cons We’d like to use Supportbench in HR and Sales. There are a lot of features that could work in both departments, but it’s not quite perfect. --- ### It is a clear system and it’s been easy for us to use, whether our agents are tech savvy or not. - Overall rating: 5/5 - Reviewer: Mehedi hasan S. - Verified reviewer: Yes - Industry: Internet - Company size: 10000+ employees - Product usage: Used daily for less than 6 months - Reviewed: March 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Overall service is amazing. I highly recommend this service. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Interestingly, the actual Support team of Supportbench is top notch. We’ve never received such immediate and clear Support using a platform like this in the past. They definitely make us feel like valued clients. #### Cons We’ve been making a lot of use of the Surveys, but I'd love to see more customizations. It would be helpful to have a button in the email itself. ## More reviews [Next reviews](https://www.softwareadvice.com/help-desk/supportbench-profile/reviews/?page=2) --- Supportbench Reviews, Pros and Cons - 2026 Software Advice