# Page 4 | Supportbench Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - 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 4 - Reviews of Supportbench ## Showing most helpful reviews Showing 76-100 of 116 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use AL Ahmed L. HR MANAGER Business Supplies and Equipment Used the software for: 6-12 months ### "Great Ticketing Software Supported by AI" September 8, 2023 5.0 With Supportbench, we've seen a remarkable uptick in customer satisfaction. The customizable dashboards make data-driven decision-making more intuitive.. Pros I've found the dynamic SLAs and KCS knowledge base particularly handy in streamlining our support process. The AI-driven sentiment analysis is a game-changer, offering real-time insights into customer feelings. But the standout feature has been the AI Predictive CES, which offers a quick glance into customer's feedback on case resolutions, coupled with the AI First Contact Resolution detection. It’s amazing how accurately it identifies if a case was resolved on its first contact. Cons While the regular updates indicate active improvements, they can sometimes be a little annoying. Although, with time, I've seen these changes ultimately bring more value. Review Source VR Verified Reviewer Consultant Marketing and Advertising Used the software for: 6-12 months ### "Supportbench is our new hero of Customer Support" August 30, 2023 5.0 Pros Switching from Freshdesk to Supportbench has transformed the way we manage our customers. We didn’t realise how challenged our department was until we implemented Supportbench and everything became so easy. Cons The initial setup was a little like trying to herd cats because we have had to completely change the way we’ve been doing things. Review Source Ifunanya Stella E. Team Lead Mechanical or Industrial Engineering Used the software for: 6-12 months ### "A New Way of Ticketing with Supportbench" February 14, 2024 5.0 it has led to a more proactive approach in customer management and for now, fewer escalations. Pros The health scoring is definitely a standout. Gave me insights i didn't have before, certainly not in a ticketing tool. Cons Going from many tools to one was an adjustment, but it is not having all systems communicating. Review Source Bo K. Customer Service Ambassador Banking Used the software for: Less than 6 months ### "Integration works really well" November 8, 2023 4.0 Tried every kinds of the analysis functions which are AI driven offers real-time insights and lets you have more knowledge about customer behaviour. Pros Has customizable dashboards that are empowered with AI integrated Chatgpt knowlegde, lots of chatbot capabilities and integrates with SalesForce and Hubspot. The general design is also very appealing. Cons Needs to have a step by step guide for first installation and for using the product as the customer support may not be enough for every queries. Review Source FE FAVOUR E. Marketing Assistant Sports Used the software for: 6-12 months ### ""A Thoughtful Take on Ticketing with Supportbench" " February 13, 2024 5.0 Pros We were expecting a robust ticketing platform, but it’s so much more. The emotional scoring feature offers deep insights into customer sentiments that we didn’t expect. Cons Initial integration required some patience and effort because we didn’t have a set system in place, but the payoff has been substantial. Review Source HV Harsha V. Student Law Practice Used the software for: Less than 6 months ### "Best customer support platform ever" May 20, 2022 5.0 We use Supportbench as both our customer service and record management software. Pretty much everything is managed through this platform: all requests, queries, and complaints. The customer portal is well-designed, and the knowledge base articles are easy to access, so the process of dealing with clients seems more professional and systematic. Pros It was easy to get set up and start using Supportbench. A lot of our staff are inexperienced users and start to finish, we were up and running in about a month. We liked that there were no limitations in the plan. We paid one price and got everything included. We don’t feel like we’re going to be constantly ‘upsold’ like our previous system. Cons I did notice the API documentation needs to get updated as its out of date in some areas. Review Source Leena V. Intern HR Human Resources Used the software for: 6-12 months ### "Improved Customer Support with Supportbench" February 14, 2024 5.0 We've seen a notable increase in customer satisfaction. The insights and customization capabilities have allowed us to tailor our approaches and improve our service delivery significantly. Pros The AI-driven summaries and knowledge base articles are the best we’ve used. They save time and enhance our support quality. Plus, the emotional scoring really helps us understand our customers better. Cons Initially, I was apprehensive about the transition from our old system, but thankfully, all went well. Review Source Jasper Wynne A. Marketing Manager Accounting Used the software for: 6-12 months ### "SupportBench is a great software." May 30, 2022 5.0 Supportbench is simple to use, adaptable and expandable. Their customer team is so responsive and helpful. Pros The big benefit for us is cost. It’s priced relatively low and we’re not paying for a bunch of ad-ons. We didn’t pay anything to get up and running and they spent a good amount of time getting us all trained up. Cons At some point the UI itself needs a refresher. Review Source VR Verified Reviewer CTO Logistics and Supply Chain Used the software for: Less than 6 months ### "The end of a long and tiring search for the right helpdesk" January 22, 2019 5.0 It took me several false starts and a lot of research before I found Support Bench. I wish I'd found them first, it would have saved me a chunk of time and money. It has addressed all our current help desk requirements and looks like it's capable of growing with us as we take on more staff and improve our process. It's clear that they are constantly developing and refining the product. Pros I spent way longer than I wanted to, or expected to, trying to find a good system. The team behind this software is extremely responsive. I had a few questions and a couple of issues when first getting started and they responded extremely quickly and helped me get back on track. They are also willing to consider suggestions and feature requests and have already actioned a couple of small requests I made. The SLA warnings are very useful and it's easy to spot when items are starting to slip. Setting up responses and templates is very straightforward. Extremely competitive price means that any size company will be able to run this desk. Super-friendly team. It's clear the guys get on great and are very enjoyable to work with. Cons I'd like to be able to customize the views a little more - for example I'd like to be able to resize the column widths which is not currently possible, but I have heard it's something they are working on. Workflows work perfectly but are not as simple to set up as some systems I tried out. Review Source Cynda P. Customer Service Manager Human Resources Used the software for: Less than 6 months ### "Great support platform with lots of tools" February 28, 2023 5.0 Supportbench is a fairly robust platform, it has everything we need, but it’s definitely their support team tha makes the process that much more seamless. Pros A big draw for us is the customizability. It was so easy to personalize Supportbench and make it feel and act like it was made just for us. We aren’t dealing with a bunch of plug ins or ad ons, everything is quite fluid and all inclusive with Supportbench. More than anything it’s been endlessly flexible. Cons Would be helpful to see some more customization on the Surveys. Review Source SJ Sandeep J. Consultant Consumer Services Used the software for: Less than 6 months ### "Great app for multi-channel support" February 13, 2023 5.0 Supportbench is a great customer service software providing a host of features. It has a user-friendly interface, customization options, data analytics, and integration with other tools, it offers a unified platform for managing customer interactions. We were able to significantly ramp up our self-support infrastructure with Supportbench's Guide. Pros Supportbench has a user-friendly interface that is intuitive and easy to navigate. It works well with multiple channels, including email, chat, phone, and social media. Supportbench allows us to customize the setup as per our requirements. It integrates with a wide range of other tools, including popular CRMs, email clients, and social media platforms. This allowed us to easily bring all of our customer support channels together into one centralized location. Supportbench allows us to build custom reports and dashboards which helps our team to keep track of important performance metrics. The Supportbench support team is also fast to respond to any issues. Cons Supportbench has it has a ton of features that make it worth it, but it's going to take a while to learn about ALL of the features and use cases as it's quite robust. Review Source DL David L. Head of IT Human Resources Used the software for: 6-12 months ### "A New kind of Customer Support with Supportbench" February 12, 2024 5.0 The AI Predictive CES feature is impressive, providing our team real-time insights into customer effort and satisfaction. We were looking for a better Zendesk alternative and we’ve found one. Pros We're now more adept at understanding and meeting our customers' needs, leading to improved relationships and hopefully loyalty. Cons It’s hard to find anything to dislike at this point. Review Source JPH John Patrick H. Marine Engineer Maritime Used the software for: 6-12 months ### "Supportbench is Superb!" May 31, 2022 5.0 Overall: Supportbench has been a great product. It’s been exceptional at handling our high volume of ticket as it’s been far more flexible than our previous system. Pros Pros: Cost was a big motivator for us. Supportbench had the most reasonable price point for the features we got. We haven’t had to spend a lot in pro services or add-ons. And the system works well with the tools we already have like Jira and Salesforce. Cons Cons: For our team to just learn the capabilities of Supportbench it takes quite a bit of time. Review Source VR Verified Reviewer Project Manager Marketing and Advertising Used the software for: Less than 6 months ### "Supportbench is the Ultimate Customer Support Solution" March 17, 2023 5.0 Supportbench has allowed us to have everything we need in one complete solution. It’s got a pretty robust feature set, much of which we have yet to explore. Pros A big plus for us is that Supportbench is fully unified and integrated. All of our tools talk to each other in real-time so there isn’t that lag time gathering info from our managers or other departments. The dashboard is SO helpful. I can see everything according to what I want to see rather than what the platform allows. I can do everything a lot quicker and in a more complete way. Cons Some of the more advanced features need a lot of extra setups and learning time. Review Source Anuj S. Junior Software Developer Information Technology and Services Used the software for: Less than 6 months ### "Elevated Support Tool that's surprisingly Affordable" March 12, 2024 5.0 We made the switch from Zendesk, and our main goal was to find a platform that offered us better support capabilities. Supportbench didn't just meet this need; it went beyond, providing a level of customization and insight that has transformed our approach to customer support. And it’s been way lower in price. Pros Supportbench has been a win for us, budget-conscious wise. Cons Supportbench is a pretty robust platform, we have a lot of the system yet to discover. Review Source JH Jatinder H. Systems Administrator Used the software for: 1-2 years ### "Very easy setup and use. Can be as complex as you want or as simple as you want. Lots of options." July 4, 2017 5.0 Pros We just wanted something easy to throw up to help us stay on top of tickets and create easy reporting. I was up and running in about 1 hour. We have now deployed SB to the rest of our departments (Customer Service, Operations, Marketing, Sales) to allow them to keep track of things and use SB as a reporting tool. The best thing about this software is the support . Countless times I have brought an issue or feature request and 99% of them are resolved or added within 1 day. Incredible support. Cons Learning how to use the ins and outs of the system takes a bit longer than most. I feel that documentation on how to do things could be a bit better. However support is very quick and easy to work with. Review Source Response from Supportbench Services July 4, 2017 Thank you Jatinder for the great feedback and with great customers like you, we will keep filling in the gaps (like documentation) and continue to bring you the most adaptable and well supported solution on the market. RF Raquel F. Department Manager Retail Used the software for: 6-12 months ### "Supportbench has been a really flexible customer support platform for our organization and helping u" May 26, 2022 5.0 Pros The interface and usability of Supportbench is logical and intuitive and has helped our teams stay organized. It’s working so well in support that we’ve added it to other departments as well. I like how it fully integrates with other tools, rather than the plug-ins we use to use. Now we can pull everything in one system in real time. Overall, I am very impressed with Supportbench. Cons There are only a couple minor details that we would love to see available as updates in the future and we’ve mentioned it to their Support and Dev teams. Review Source Omar K. CEO Financial Services Used the software for: Less than 6 months ### "Superb solution for our growing our business" June 23, 2022 5.0 Since using Supportbench, our customers have been mentioning how easy it is to get their issues resolved. Between the reporting and tracking, it’s been an exceptional platform for my teams. Pros It’s been pretty easy to get up and running with Supportbench and when needed, they’ve given us quite a few training sessions. The Supportbench team addressed our immediate needs and also built in some customized options for us. Cons Overall Supportbench provides enough tools to support our growing business but, we would like see more video tutorials on their YouTube channel. Review Source Irish Ghel G. Virtual Assistant Executive Office Used the software for: I used a free trial ### "Supportbench Customer Service Review" February 21, 2023 5.0 I have been using Supportbench for years now and it is indeed a powerful and versatile case management platform. It’s offers my team a range of tools to help with all of our support operations. The highlight for me is that everything is fully integrated with Salesforce, Jira and chat, in real time. It’s been both a money and time saver. Pros The standout features of Supportbench for me, is its robust knowledge base and the malleability of the SLA’s. I can prioritize cases in any way I want for my team. It allows me to easily organize and track customer inquiries, assign cases to the appropriate team members, and escalate issues as needed. Their knowledge base is well-designed and it allows our customers to find answers without having to contact support. Versatility at its best. Cons We’re so accustomed to various tools and plugs ins, it was a transition to use a fully integrated platform. Instead of toggling between tools, I completed everything from within Supportbench and that took some getting use to. Review Source Marcilyn B. Virtual Assistant Real Estate Used the software for: 6-12 months ### "Improved customer experience" March 1, 2023 5.0 Due to Supportbench’s robust feature set and workflow management, we’ve greatly improved the customer experience of our clients. Pros With Supportbench, we’ve centralized support operations and are now providing a more consistent and high-quality experience across all channels. Before we were limited in our communication, but now our customers have a more accessible and integrated experience. Cons We had some difficulty customizing our customer portal as we don’t have anyone on our team who knows how to handle it. Review Source RS Rosiane S. Administradora de Empresas Paper & Forest Products Used the software for: Less than 6 months ### "Supportbench usage analytics" May 18, 2022 5.0 Supportbench is working quite well for us because it has multiple means of communication for our customers to use. They’re able to answer a lot of issues on their own but they can easily get to us for answers if they need. Pros My favorite part of Supportbench is how fully integrated it is with different systems. It gives me a seamless working environment where I don’t have to deal with the mess of multiple tools. Cons There was a bit of a learning curve for me to get use to Supportbench. I was so used to having multiple plug-ins that one system took some getting use to. Review Source VR Verified Reviewer It manager Computer & Network Security Used the software for: Less than 6 months ### "Overall platform short summary " June 13, 2022 5.0 a perfect match for Business - to - business Client Engagement Management with a comprehensive set of IT and help desk tools It's a customer service platform that allows companies to provide great Help Desk, Complaint Management, and other services to the customer. Pros Both customers and clients will appreciate how easy it is to submit a ticket via your platform. You'll love how quickly smooth and easy  it is to assign tickets to Customer Customer Services and Enterprise. Cons few option for integration should add more platform for integration and there is small slackness in using this platform Review Source Opeolu A. Virtual Assistant Supermarkets Used the software for: Less than 6 months ### "An Outstanding Customer Support Tool" February 21, 2023 5.0 Pros Its ability to see the diversified contact channels that my team is using, enabling more targeted and effective team training; and capacity to use specific language within an email's body to assign a case to a particular team member or emphasize it, which aids a flow of communication in a heterogeneous team. Cons There are some complex tools in Supportbench; in fact, you might not know how to utilize these tools. Some of the more potent features, like automation and work flows, require some time to initiate. Review Source RB Robert B. Grade Control Support Specialist Construction Used the software for: 6-12 months ### "Very helpful tool for my support role in our company." April 2, 2019 5.0 We have been using Supportbench for the last 4 months. I have been able to download an extensive amount of data into the data base to help me support our customers and employees. Cases are easy to build and follow throughout the entire process. The best part of Supportbench is the help I have received from representative at Supportbench. If I have an issue with the software or there is a feature that we could use to make my job easier, he has been extremely proactive to get it taken care of or give me the answers I need to move forward. I highly recommend Supportbench if you need to track any cases for support within your company. Pros Please see overall experience below for pros. Cons Please see overall experience below for cons. Review Source Selenia G. Lab servicer I Biotechnology Used the software for: Less than 6 months ### "Streamlined Support, Real Results with Supportbench" January 27, 2024 5.0 It's streamlined our response time, leading to a noticeable increase in customer satisfaction. Pros Supportbench's AI-driven features are top-notch, especially for activity summaries and response generation. Cons So far, I haven't found any dislikes, but I'm still pretty new to the system. Review Source Similar Products Featured