# SupportBee Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is SupportBee the right Help Desk solution for you? Explore 34 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/132028/SupportBee/reviews --- SupportBee 4.4 (34) [View alternatives](https://www.capterra.com/p/132028/SupportBee/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of SupportBee Ease of use 4.5 Customer Service 4.4 ## Pros and Cons in Reviews AZ Andrew Z Artist and OwnerArts and Crafts, Self-employedUsed the software for: More than 2 years. “I can work with it quite easy so I don't have to go through a big learning curve.“ November 25, 2024 JW Jordan W Director of Account ManagementMarketing and Advertising, 2 - 10 employeesUsed the software for: 1-2 years. “The reply function is not very intuitive, and it's just overall a bit cluttered.“ June 23, 2020 SC Sarah C Customer Care CoordinatorRetail, 11 - 50 employeesUsed the software for: 1-2 years. “awesome customization and ways to stay in contact with customers, great customer support too.“ July 9, 2020 NP Nevena P Head of Business DevelopmentInformation Technology and Services, 2 - 10 employeesUsed the software for: 6-12 months. “Integration was seamless, the product is easy overall and is simplified enough to the clients.“ June 29, 2020 SA Sama A Director, Product DevelopmentAirlines/Aviation, 2 - 10 employeesUsed the software for: Less than 6 months. “It's integration was extremely easy and quick; the support was extremely helpful in the implementation.“ June 23, 2020 ## Showing most helpful reviews Showing 1-25 of 34 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Alex M. Analista de aplicaciones Information Technology and Services Used the software for: 6-12 months ### "A help desk platform with potential growth" January 23, 2020 4.0 We have been able to use the knowledge base with SupportBee to provide information about queries, execution scripts and solutions to problems in our databases. We can also report incidents about whether our applications have failures. In addition, we previously reported incidents through calls that had higher costs than those assumed with SupportBee. Pros SupportBee is very easy to use and helps resolve incidents quickly and efficiently. The features that I like the most are: 1.- The helpdesk portal is similar to the user interface of an email, so adapting to its use will be quick. 2.- You can generate significant reports on our volume of tickets resolved in a period of time. 3.- It is possible to create a knowledge base to provide customers with answers to their frequently asked questions. 4.- It has a tool to establish reminder events, so that you can always be aware of the activities in the organization. 5.- It has a highly competitive price. 6.- It is a software with great experience, so it is backed by various market providers. 7.- It has extensive documentation on its website. Cons SupportBee should improve its loading times in the browser, since it is slower when there are many entries in the mailbox. It is also not recommended to open the application in Safari or Firefox because they are not optimized to support it. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing SupportBee SupportBee has a more accessible price than Zendesk Support. Review Source PH Paul H. Co-founder Computer Software Used the software for: 2+ years ### "Low-cost, simple and effective support management solution" September 29, 2025 4.0 Great support from the Supportbee team. We used supportbee for about 10 years, and never had an issue. Pros Supportbee provide a really simple, low cost solution for managing customer support for small businesses. Cons Thread management in the web UI is not ideal but it doesn't matter as there's no need to use it as the email integration is so simple. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing SupportBee We chose Supportbeet primarily due to cost and simplicity of their solution - there was no need to train up. Review Source CL Cécile L. Customer support Computer Software Used the software for: 2+ years ### "Does part of the job but could be so much better" October 7, 2024 3.0 Pros Possibility to manage incoming messages in teams, to see messages from all the teams, to assign messages to coworkers, to add comments. Support team answers quickly to questions. Cons Search feature is completely useless. Formatting a message properly is a nightmare, especially when copy/pasting formatted text. Snippets management is not user friendly. Filtering messages from a particular team if you are not a member of the team does not work as expected. Review Source Response from SupportBee March 3, 2026 Thank you for using SupportBee, Ceclie, and for relaying your feedback. We've made improvements to the search experience that should help you find the tickets you are looking for. We have also relayed you feedback on Snippets and Ticket list filtering to our team and you will see improvements there in the future. AZ Andrew Z. Artist and Owner Arts and Crafts Used the software for: 2+ years ### "Clear and easy set-up and workflow..." November 25, 2024 5.0 I like the easy set-up and I can start working with it right away. And it works professionally for my company. Pros What I like is that it fits my company size. I can work with it quite easy so I don't have to go through a big learning curve. My clients can easily leave a ticket through a button on my website and raise a question. Cons Maybe it can be expanded with a chat-function? Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Reason for choosing SupportBee I like the robust set-up and clear overview of Support Bee, Review Source JK Jennifer K. Manager Computer Software Used the software for: Less than 6 months ### "Multiple Knowledge Bases" July 6, 2020 5.0 It has been a very positive experience overall so far. Their customer service is top tier. Pros We were most impressed with the ability to easily set up multiple, seperate knowledge bases and ticketing systems. We have two completely different product lines so being able to differentiate between them was important to us. The user interface is easy to use and aesthetically pleasing. Cons There isn't a lot of customization available to the program. For example, I would like to be able to code in my own layout for the knowledge bases. Reason for choosing SupportBee We considered many other alternatives but ease of use made us choose SupportBee. Switched from [UserVoice](https://www.capterra.com/p/135908/UserVoice/) We switched because they didn't support multiple knowledge bases. Review Source JS Jacob S. Account Receivable Manager Accounting Used the software for: 6-12 months ### "Good but still a long way to go" July 6, 2020 3.0 Pros Decent ticket system to have multiple agents able to deal with all clients. Cons Many little bugs, some fixed after advising support however there are other new ones now. I get a feeling this is not a completed product Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Problems with emails to gmail - they were going to clients spam folders Review Source SA Sama A. Director, Product Development Airlines/Aviation Used the software for: Less than 6 months ### "Perfect for startups and easy to use" June 23, 2020 5.0 Easy to manage customer service and our day to day Pros It's integration was extremely easy and quick; the support was extremely helpful in the implementation. Made managing the queries much easier. Cons It would be nice to have a phone number to contact support in case of urgent help Emails for survey in English only, would be great to allow option for French / English KPI's dashboard would be ideal and can be improved (including reporting on customer service results). Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing SupportBee GDPR compliance (hosting data in Europe, not USA) Review Source Response from SupportBee July 1, 2020 Dear Sama Alobaidy. Thank You for Your Review. It always helps us understanding the customer's needs better. We will consider your requests in future updates. NP Nevena P. Head of Business Development Information Technology and Services Used the software for: 6-12 months ### "Good alternative to Zendesk" June 29, 2020 4.0 We still have not enough traffic on the website so the feedback will not be objective. Pros Integration was seamless, the product is easy overall and is simplified enough to the clients. Cons Forms. Very big miss. This helps the support process so much but forms are unavailable with you. Reason for choosing SupportBee We are still testing it. We haven't chosen it yet Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) They were too expensive, terrible support, clumsy in all the aspects, confusing mailing and messaging system, difficult to be used by the clients. Review Source RM Rheanna M. Client Success Manager Non-Profit Organization Management Used the software for: 2+ years ### "Support Bee Review" April 9, 2025 5.0 We've had a great expereince with the SB staff. Everyone is friendly and quick to reply to our requests. Their platform is very easy to learn. Pros Highly responsive and knowledgeable staff. Cons The inability to select and snooze multiple emails at once. Review Source Dustin O. President Information Technology and Services Used the software for: 1-2 years ### "Excellent & Affordable Support App without a "per agent" fee." October 1, 2015 5.0 I've been using SupportBee since September 2013 and really love it. The pricing model is different from most other Support Ticketing Apps in that you are charged based on volume of support tickets and not on the number of agents. This pricing model means that it's more beneficial and affordable for small businesses where few people were many hats, as one of those 'hats' is doing support. It has all of the essential features that the other established support ticketing companies offer with their apps. And whenever I had a question or issue, I was given a quick and thorough answer by the owner himself. Pros \- Pricing model is based on volume of tickets, not based on number of agents - Is an "inbox" style of ticketing system. (Customers only need to click reply) - Great after-sales support from the owner - Does not require my support team to be logged into a separate app to answer tickets. They can do it directly from their inbox if they wanted to - Allows me to forward a support email from a customer (which was sent to my direct email address), and it will generate a ticket on behalf of the original sender. \*AND\* it parses it correctly when sent from my iphone --- This is a HUGE benefit! Cons Does not yet offer "How Do You Rate Our Support?" like Help Scout does, but when I asked for this feature, I was told it is on their future roadmap. Review Source SH Soumya H. CEO Internet Used the software for: Less than 6 months ### "SupportBee Great Software for Email Ticketing for Customer Support" October 4, 2018 5.0 Pros Unlimited tickets even for free version .A customized email id even in free version. Cons Only one email inbox and no teams in free version of software. Review Source DX Derrick X. Senior staff engineer Program Development Used the software for: 6-12 months ### "The Ultimate Support Companion" May 20, 2024 5.0 Pros I quickly assigned a customer's problem to the right team member and tracked it until it was fixed. Cons I wish the reporting tools were more detailed for better insights into our support performance. Review Source IC Iñaki C. Head of International Division Information Technology and Services Used the software for: 2+ years ### "One of the most time-efficient ways to handle customer support" August 10, 2023 5.0 Pros It has made it so much easier to handle our customer support and organise it by priority levels. It gives a great overview of open tickets and allows us to set completion criteria for our support team. Before we had support bee it was very messy, receiving hundreds of emails, now it all sits neatly within the portal for us to review and allows us to set owners to each ticket Cons It is not always fast to get new features, but the SupportBee team does listen to our requirements and helps with them Review Source CG Christina G. Product Manager Non-Profit Organization Management Used the software for: Less than 6 months ### "My review of Supportbee" July 23, 2020 5.0 Overall Supportbee is an affordable solution to our business needs. We are able to have multiple emails accounts come into one place. Emails can be auto assigned based on keywords reducing the need to manually assign tickets. I can see our small organization growing with Supportbee over time. Pros The Supportbee software was easy to intergrate into our web app. Customer support is very responsive with questions and training. Onboarding users in our organization was was easy. The Help Docs are designed well and look clean and professional when published. Assigning tickets is easy and straightforward. I also like that I can get alerts through Slack. It was easy to set up too. Overall I really like this product. Cons There are areas that Supportbee could improve. The forward feature does not format properly and I end up using my Outlook to forward those emails to outside partners. The formatting in the HelpDocs is challenging to use, specifically when I use the table feature. An undo button would be helpful when trying to format considering the challenges in formatting. There were times when I had to completely redo a document do to the issues in formatting. I recommend creating the document in Word first. Finally, it is extremely easy to miss comments that I am tagged in. Slack alerts help do help with this though. Alternatives considered [GitHub](https://www.capterra.com/p/129067/GitHub/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source VR Verified Reviewer Event Planning Manager Religious Institutions Used the software for: 2+ years ### "I've been answering tickets on this for 2 years, great way to make emails organized to-do items. " November 1, 2017 5.0 Pros I like that random emails into our non-profit are converted into issues/tickets to solve and answer. It makes sure that nothing gets archived and forgotten before it's completely finished. Cons Sometimes the order of replies can get scrambled. For someone coming into the conversation mid-issue it can feel overwhelming to know where the conversation started and what has happened since. Review Source Jean-Michel G. IT director Mechanical or Industrial Engineering Used the software for: 2+ years ### "Simple and efficient ticketing service" July 2, 2020 5.0 I highly recommand Pros Unexpensive. Easy to setup. Do the job Good support Cons Not that easy to produce usage report (have to screenshot report page) Reason for choosing SupportBee Value for money Review Source Casimir C. Gestion du Service client Retail Used the software for: Less than 6 months ### "Logiciel de support client" August 14, 2023 4.0 Dans l'ensemble , c'est une meilleure solution pour résoudre les problèmes des clients , très facile et très intéressant apportant plus de valeur aux entreprises . Je le recommande Pros C'est un très bon logiciel pour le service clients et qui m'a beaucoup aidé à aider les clients pour trouver de solution à les problèmes . Très facile à utiliser et présente de bonnes fonctionnalités . Cons Un très bon logiciel pour le service clients et qui m'aide beaucoup mais la version gratuite n'est pas disponible pour tout pays Review Source KL Kyle L. Activations Manager Telecommunications Used the software for: 1-2 years ### "Room for improvement." June 29, 2020 3.0 Overall this has allowed us the opportunity to document customer requests and issues to have a historical reference which was not happening previously and allowed for things to oftentimes not get addressed at all or very delayed before they got addressed. Pros The ability to build an internal knowledge base and external customer kb is a nice feature. I wish the licensense werent so expensive. Cons I hate that when you add a customer name and email to supportbee that it doesnt keep the customer name you set when they client responds with email it changes the client name field that is really irritating. It would also be nice if parties cc'd on the case would flow to the same customer and not create a new customer entry in the supportbee customer portal. Review Source Samson Z. Support agent Commercial Real Estate Used the software for: I used a free trial ### "Logiciel de Support client " October 2, 2023 4.0 Pros Un très bon produit de support client très simple à utiliser avec l'une des meilleures solutions pour stimuler plus de vente aux entreprises. Flexible et rapide pour répondre aux exigences des clients Cons C'est le meilleur avec une meilleure équipe d'assistance. J'adore et je le recommande Review Source Alek E. Mid-Market Account Manager Computer & Network Security Used the software for: Less than 6 months ### "Support Tickets" December 16, 2018 4.0 Overall very positive for a helpdesk ticketing system tool. I would recommend using for any helpdesk team. Pros We used this as a trial among a few other helpdesk tools. It was simple to use and assigned each new email as a support case. You can then go in and assign a case to yourself to be worked on. The process was simple and intuitive. This made for easy and quick responses back to the customers. I helped trial this for a few weeks and then I switched departments. I don't know which product was chosen in the end, but this would have been one that I would have enjoyed using daily. Cons I wasn't able to attach some files to send back to the customer in the support tickets. Review Source VR Verified Reviewer Spa Manager Cosmetics Used the software for: 2+ years ### "Very user friendly " October 6, 2018 4.0 There were several ways to utilize this system but over all the best benefit I found was the lay out. It was simple to use and we were able to train each department in this software even if they did not work in the customer support department. Pros This software is very user-friendly, it provides our customers with a seamless ecxperience. Cons We have had a couple issues with the site going down, but customer service was quick to respond. Review Source JW Jordan W. Director of Account Management Marketing and Advertising Used the software for: 1-2 years ### "It's a must-have for handling our website support requests" June 23, 2020 5.0 Pros I love how SupportBee keeps my team organized and on track. I am able to directly assign tasks to my team either within SupportBee or with the Basecamp 3 integration, and it keeps me in-the-know on all of the support tasks coming in from our clients with a shared inbox. Cons The UI feels like it could use an overhaul. The reply function is not very intuitive, and it's just overall a bit cluttered. Review Source Response from SupportBee July 1, 2020 Dear Jordan Welsh. Thank you for your review! We would like to let you know, we are currently working on an UI update. Thank You! MH Mandy H. owner Arts and Crafts Used the software for: 6-12 months ### "review" June 29, 2020 5.0 time saving writing emails to customers, Pros Snippets feature is useful, easy and quick to use Cons The junk mail gets through, not filtered Switched from [Groove](https://www.capterra.com/p/177789/Groove/) cost Review Source Response from SupportBee July 2, 2020 Dear Mandy Haines. Thank You very much for supporting us and writing a review. In admin-email, you can turn on Spam filtering. Spam will still come through, as many spam email addresses mimic to be a real person. If you move these emails manually to Spam, Supportbee will memorize this specific email address and will move it to Spam automatically the next time. I hope this will help! Thank You Christiane@SupportBee VR Verified Reviewer Founder Computer Software Used the software for: 2+ years ### "SupportBee does the job" April 3, 2019 4.0 Good choice if you need an application to streamline your e-mail support in a team. Pros Good software, we are a happy user for years now. Works great and does what is says is does. Cons Some other bigger SAAS solutions offer more integrations and options. For example it is not yet possible to integrate Facebook Messenger and Whatsapp into one supportdesk. Review Source AA Aleksey A. CEO Events Services Used the software for: 1-2 years ### "best ticket management system for small business" June 30, 2020 5.0 I am using Support Be for around more than 1 year and very satisfied with its service. I answer many emails from my customers very quickly using snippets and I love the way they work. very easy and nice system. Pros Its the best ticket management system for small businesses bacause its very easy to use although it has all features that are required to run your customer service support. Cons I do not think I have any problems with some features of this software. It's all good. Review Source Response from SupportBee July 1, 2020 Thank You so Much for your Review Aleksey! It is very helpful to us! Similar Products Featured ## Related categories [Customer Support](https://www.capterra.com/customer-support-software/)[Help Desk](https://www.capterra.com/help-desk-software/)[Customer Service](https://www.capterra.com/customer-service-software/) ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.