# Page 3 | Supportbench Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 3 - Is Supportbench the right Help Desk solution for you? Explore 116 verified user reviews from people in industries like yours to make a confident choice.

Source: https://www.capterra.com/p/155934/Supportbench/reviews

---

Supportbench

4.9 (116)

[View alternatives](https://www.capterra.com/p/155934/Supportbench/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

# Page 3 - Reviews of Supportbench

## Showing most helpful reviews

Showing 51-75 of 116 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

Kartik M.  
QA Engineer  
Information Technology and Services  
Used the software for: 1-2 years

### "True Case management with Supportbench"

January 27, 2024

5.0

Supportbench has not only enhanced our customer support but also played a pivotal role in team accountability and performance tracking. The customizable SLA’s have been pivotal in this respect.

Pros

We’ve been able to customize the Supportbench dashboards and KPI scorecards. That’s something we were never really able to do in quite an intuitive ways. Its malleable enough that we’re able to work the way we want to work. Also we have a clear view of our performance and areas to improve.

Cons

We haven’t gotten through the whole system yet. I can see there are a lot more feature sets we could be using if we took the time at a department level.

Review Source

DV

Daniel V.  
Executive Assistant  
Information Technology and Services  
Used the software for: Less than 6 months

### "A Comprehensive SUPPORT Solution"

March 20, 2023

5.0

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.

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.

Alternatives considered

[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)

Reason 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.

Review Source

Delano A.  
CEO  
Apparel & Fashion  
Used the software for: 6-12 months

### "SupportBench – Elevating Customer Service to new heights"

September 5, 2023

5.0

Maintaining a reliable and efficient customer service base is no easy task especially if you’re receiving requests and responses left, right, and centre but with SupportBench I am able to do this and MORE! At the end of the day, I would not want to compromise my business and with SupportBench I don’t need to as it is cost-effective and efficient.

Pros

As a business owner, Supportbench allows me to view my sales data as well as create workflows on our customer's information. Supportbench’s exciting feature allows me to view and respond to customer’s requests and questions more efficiently than usual. Integrating chatbots using ChatGPT is an amazing feature I thought I never needed. Customizable, user-friendly, and affordable sums up my satisfaction.

Cons

This is not a red cross against SupportBench but I do wish for their support to be as efficient as the SupportBench tool.

Review Source

Yeamin H.  
Support Specialist  
Marketing and Advertising  
Used the software for: Less than 6 months

### "Integrations beat plug-ins!"

March 23, 2023

5.0

Supportbench is working seamlessly with the tools we have now. We’re so accustomed to plug ins but this platform fully integrates with our current tools so we’re able to stay in the system without toggling between different tool sets. It’s definitely making for a much more efficient workflow from a case management standpoint.

Pros

Because of the integrations instead of plug ins, I find Supportbench more effective than and other tools we’ve used. It’s made the system more versatile because we can now customize the system to tailor to both our support and customer needs.

Cons

There are some integrations we’re still waiting on and have been assured that we’ll have them within the next 3 months.

Review Source

VR

Verified Reviewer  
Team Leader  
Electrical/Electronic Manufacturing  
Used the software for: Less than 6 months

### "Supportbench is ideal for complexity"

March 17, 2023

5.0

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.

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.

Review Source

Calista O.  
Customer Service Representative  
Non-Profit Organization Management  
Used the software for: Less than 6 months

### "Highly Recommended Tool for Every Customer Support "

February 28, 2023

5.0

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

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.

Review Source

Nkechi Eucharia U.  
Customer Representative  
Information Technology and Services  
Used the software for: 6-12 months

### "B2B customer Review "

February 21, 2023

5.0

In my experience, Supportbench has been an outstanding platform for delivering exceptional customer service and support .it is user-friendly, flexible, and ideal for all our customer's issues and escalations.

Pros

The interface and tools such as the scorecards and sentiments analysis and great workflow automation are helping us monitor all customer's activities. Retention is of high concern for us, So our customer satisfaction is the ultimate goal for our Support team and the SupportBench helps to achieve this.

Cons

There have a lot of amazing features with more being added daily as it seems. One has to keep up to be able to fully utilize all that it has. With the amazing support team, this con is easily handled as they help you walk through the process or challenges.

Review Source

Warren N.  
Admin and Financial Manager  
Marketing and Advertising  
Used the software for: Less than 6 months

### "Supportbench : The unsung hero of Customer Support"

July 13, 2023

4.0

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.

Pros

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.

Cons

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

Review Source

Nedys M.  
Managerial Secretariat  
Internet  
Used the software for: I used a free trial

### "Streamlining Operations with Supportbench"

March 14, 2023

5.0

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.

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.

Review Source

IA

Islam A.  
Freelancer  
Consumer Services  
Used the software for: I used a free trial

### "Supportbench grows with our growing business."

March 3, 2023

5.0

I think Supportbench is a good choice for businesses without any system in place, looking to centralize all communication and tracking in one.

Pros

we lack som technical knowledge but we all adabpted quite comfortably withSupportbench. It was a much smoother transition than I expected. We didn't have anything in place, and now we have this great system helping us track everything. We use email as our main form of communication but it's great that it's omnichannel in case this changes for us.

Cons

The per agent pricing is quite reasonable for us at this moment as we paid for 2 years upfront. Hoping this rate remains consistent throughout.

Review Source

Marie Joy T.  
Virtual Assistant  
Cosmetics  
Used the software for: Less than 6 months

### "An all-encompassing and potent customer relationship tool"

February 20, 2023

5.0

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.

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.

Review Source

Mauricio E.  
Program Director  
Management Consulting  
Used the software for: 1-2 years

### "A Great Customer Support Solution! "

February 28, 2023

5.0

Supportbench is working well for us atm because it’s all-encompassing. Everything we need is in one platform so we don’t have the mess of a bunch of different tools.

Pros

Using Supportbench, we’ve been able to funnel all if our incoming tickets, whether via phone, email, web, Facebook or chat, into a single centralized location.

Cons

I use the score cards a lot but the analytics within their interface is a little strange.

Review Source

Nazmul H.  
Lead Generation Specialist  
Internet  
Used the software for: Less than 6 months

### "Since implementing Supportbench, it’s been easy-to-use and the interface is so intuitive."

March 1, 2023

5.0

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.

Review Source

VR

Verified Reviewer  
Manager  
Apparel & Fashion  
Used the software for: 2+ years

### ""Exceptional Service, Happy Customers":)"

February 21, 2023

5.0

We’re focused on the Post-sale experience, so what we’re most concerned about is the customer portal and knowledge base and Supportbench accomplishes both with precision.

Pros

The big draw for me is the reporting analytics within Supportbench. It’s given us invaluable insights into our customers and staff. Insights we’ve never had before.

Cons

We couldn’t get up a running at the click of a button. It took 2 weeks to get the team fully up to speed, but now that we’re up a running, we haven’t had much in the way of disruptions.

Review Source

Mehedi hasan S.  
Professional Freelancer  
Internet  
Used the software for: Less than 6 months

### "It is a clear system and it’s been easy for us to use, whether our agents are tech savvy or not."

March 7, 2023

5.0

Overall service is amazing. I highly recommend this service.

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.

Review Source

SB

Samuel B.  
Support Team Member/ Software Engineer  
Marketing and Advertising  
Used the software for: Less than 6 months

### "Support Bench Saved us Hundred hour"

February 22, 2023

5.0

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

Pros

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 \[sensitive content hidden\]! 😊

Cons

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.

Review Source

VR

Verified Reviewer  
Virtual Assistant  
Retail  
Used the software for: 2+ years

### "The ultimate customer support experience."

March 1, 2023

5.0

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.

Review Source

JD

Julie D.  
Administrative  
Apparel & Fashion  
Used the software for: 6-12 months

### "Title: Streamlined NPS with Supportbench"

March 15, 2023

5.0

Pros

Overall:I've been using Supportbench for a while now, and it has been a significant asset to our customer support operations. One of the standouts for us is the NPS management tools; it’s helping us improve our scores and gather valuable feedback from our customers.Pros:The customizable surveys have been a game-changer; allowing us to ask specific questions that help us identify areas for improvement in our products and services. We've been able to track our NPS scores over time, which has helped us set goals and monitor our progress.

Cons

Cons:Some of the more advanced features require additional training and onboarding, which has been somewhat time-consuming for us.

Review Source

VR

Verified Reviewer  
Manager of IT  
  
Used the software for: 1-2 years

### "SUPPORTBENCH is hands-down the best Customer Service Tool out there!!"

April 16, 2018

5.0

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!

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.

Review Source

Md Alomgir H.  
Member  
Information Technology and Services  
Used the software for: I used a free trial

### "Supportbench - The Upgrade Your Customer Support Needs"

August 30, 2023

5.0

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.

Pros

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.

Cons

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

Review Source

Kevin B.  
Business Analyst  
Financial Services  
Used the software for: 6-12 months

### "Transitioned from Salesforce Service Cloud, and are never looking back!"

January 17, 2018

5.0

Better workflow in less time, with quicker results. Simply an amazing product, and am excited to see what features are coming down the pipeline.

Pros

Supportbench was made for and by someone who knows how to support customers, and isn't just a product bolted on top of a sales platform. The workflows presented for support agents is very intuitive, and the ability to log multiple touch points from different platforms is incredible. It has an incredibly bright, visual interface which informs an agent's workflow, not just showing them a backlog of cases or tickets to work on.

Cons

Supportbench has an abundance of features, with more being added seemingly daily. While you can easily get setup quickly, it can take some time to activate some of the more powerful features, such as workflows/automation; however, with Supportbench's amazing support team, these cons are easily overcome.

Review Source

VR

Verified Reviewer  
Costumer Service  
Alternative Dispute Resolution  
Used the software for: 1-2 years

### "Supportbench has been invaluable to our company."

February 22, 2023

5.0

Supportbench has been invaluable to our company. I would recommend it to other small to medium businesses looking for a simple, yet effective and malleable customer support solution.

Pros

We have communication coming in from multiple channels and Supportbench can handle all of it. Because everything is integrated in one platform, all of our customer inquiries are handled so much more efficiently.

Cons

Although there are no plug-ins and everything fully integrates, I’d like to see more integrations in the system. Hoping it’s coming in the future.

Review Source

Elizaphan N.  
Content specialist  
Writing and Editing  
Used the software for: 6-12 months

### "From Reactive to Proactive with Supportbench"

September 5, 2023

5.0

Supportbench equipped us with actionable insights, facilitating proactive decision-making. The software's ability to scale up ensured that our growing support needs were met.

Pros

Its AI-driven features, particularly the KB Article Creation from case solutions, transformed our support dynamics, making operations smoother.

Cons

The transition to its user interface took some time, but the advantages it brought overshadowed the initial hiccups.

Review Source

UA

Usman A.  
CEO  
Education Management  
Used the software for: 2+ years

### "Great Experience"

May 30, 2022

5.0

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

Pros

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.

Cons

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.

Review Source

AP

Anne P.  
Manager  
Consumer Services  
Used the software for: 6-12 months

### "Best Decision I ever made"

February 22, 2023

5.0

Supportbench has allowed us to more clearly see what our agents are doing and who they support. It even helps us automate replies to recurring problems and workflows, minimizing our workload.

Pros

The tools Supportbench integrates with have helped us tremendously. We’ve always had multiple tools sets working completely separately, and having one that works in unison that is fully integrated has given us oversight we’ve never had before.

Cons

The learning curve might be too steep for some people. Supportbench is new and unlike the platforms from the past. The newness of it takes time to get use to :)

Review Source

Similar Products

Featured