--- 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/help-desk/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: 130 ### 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: 110 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 - The report export screen in Supportbench is pretty clunky and looks outdated.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 130 (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. --- ### Goodbye Spreadsheets, Hello Supportbench - Overall rating: 5/5 - Reviewer: Grace A. J. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 51-200 employees - Product usage: Used monthly for less than 6 months - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered As our support volume grew, spreadsheets and shared inboxes became unsustainable. Supportbench delivered the structure and scalability we needed. 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. Our experience with Supportbench has been transformative, as it positioned us to scale support easily. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The AI-generated resolution summaries and unified view of open/pending/closed issues made reporting way easier. Our front-line agents love the ticket views and how fast they can triage now. It’s like we finally got our act together. #### Cons We didn’t realize how much we needed onboarding videos until we got started. A few more onboarding videos would have saved us some time. #### Reasons for switching to Supportbench Our support volume grew and we needed a system that had structure and was scalable. --- ### 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. --- ### Support Bench - Case Management - Overall rating: 5/5 - Reviewer: Jason M. - Verified reviewer: Yes - Industry: Wholesale - Company size: 1001-5000 employees - Product usage: Used daily for less than 12 months - Reviewed: May 2022 - 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. 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: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. --- ### 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. --- ### Working with Supportbench is a partnership - Overall rating: 5/5 - Reviewer: Eilis B. - Verified reviewer: Yes - Industry: Wholesale - Company size: 1001-5000 employees - Product usage: Used daily for less than 12 months - Reviewed: January 2020 - Review source details: This review was submitted organically. No incentive was offered 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: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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 --- ### 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 --- ### Amazing tool - all in one but also specialized. Super easy to use, MUCH better performance. - Overall rating: 5/5 - Reviewer: Floyd S. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 51-200 employees - Product usage: Used daily for less than 12 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. Amazing, I'd highly recommend it if you want a quick turnaround and solid immediate results! #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. --- ### A Comprehensive SUPPORT Solution - Overall rating: 5/5 - Reviewer: Daniel V. - 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. 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: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. --- ### Supportbench Improves Support Operations - Overall rating: 5/5 - Reviewer: Mercy E. - Verified reviewer: Yes - Industry: Oil & Energy - Company size: 51-200 employees - Product usage: Used daily for less than 6 months - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered Unified customer experience support in an excellent way #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The multi-brand support and fully white-labeled portals helped us cleanly separate our support workflows by brand. The Outlook-style email editor made the transition painless for the team. Easy to onboard, and customers noticed the difference. #### Cons Some of the alert settings could be more granular. During high-volume days, our agents become overwhelmed with notifications. --- ### Built for B2B—Finally - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Outsourcing/ Offshoring - Company size: Self-Employed - Product usage: Used weekly for less than 12 months - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered Most tools felt too B2C. We needed a system designed for B2B. Supportbench understood the assignment. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros 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. #### Cons The chat tool is a bit basic. Gets the job done but not super customizable yet. --- ### Switch to Supportbench - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 2-10 employees - Product usage: Used daily for more 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. We had a fractured Support process and with Supoortbench's KCS knowledge base, we have been able to revamp our entire customer support department for the better. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Migrating from Jira was like swapping SVN for Git. Dynamic SLAs? That's some real-time multithreading magic. The 360-degree customer overviews? Like monitoring with Prometheus on steroids. #### Cons Their documentation feels like an obfuscated code contest winner. Informative, but a tad puzzling.The general impression of Supportbench:Supportbench is the DevOps of customer support platforms: a CI/CD dream, minus the occasional merge conflict. --- ### 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. --- ### The ultimate customer support experience. - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Retail - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - 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 Supportbench has helped us increase efficiencies in all areas of customer service, but also their own Support team helped us fix a lot of the ways we had mismanaged our Support and Success department. I feel they went above and beyond with their assistance. #### Cons We had some challenges at the start as we had a lot of different information in completely different places. Supportbench took some time but helped us bring almost everything into one place. --- ### SUPPORTBENCH is hands-down the best Customer Service Tool out there!! - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Company size: 201-500 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. SupportBench has allowed us to increase our Customer Service experience by associating accountability to cases and at the same time give us tools to consistently monitor our priorities. Support Bench truly has been a great addition to our environment! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It is very easy to use, scalable, installation is seamless, has a great mobile app, able to integrate with other software, it is a very extensive software that helps grow your business, allows us to analyze trends in our ever-changing landscape effortlessly, also makes it easy to handle customer cases and resolve them with a minimum amount of configuration and the reporting and dashboards are great too! #### Cons SupportBench meets or exceeds all our needs. As of right now we have not found any issues or have been disappointed with SupportBench as of yet. ## More reviews [Next reviews](https://www.softwareadvice.com/help-desk/supportbench-profile/reviews/?page=2) --- Supportbench Reviews, Pros and Cons - 2026 Software Advice