# Page 5 | Supportbench Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 5 - 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 5 - Reviews of Supportbench ## Showing most helpful reviews Showing 101-116 of 116 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use BJT Bodounrin Joël T. Graphiste Design Used the software for: Less than 6 months ### "Wais-Benin" September 29, 2023 5.0 This software has marked its place with us, to help companies in quick results to meet customer expectations but more improvement is needed. Pros It is an incredible software for me thanks to the ease of work of access of customers and companies to its management of the service catalogue, remote control... Cons The remark made is that the notification system is not yet good Review Source Jason C. Business Solutions Specialist Used the software for: Less than 6 months ### "Case management system as it should be." April 14, 2018 5.0 Better case management and customer success and satisfaction. Pros No frills or thrills case management system. Not overwhelmed with full PSA features so makes it easier to implement and use. Can be easily integrated with other systems. Flexible. Excellent GUI. Available mobile app. Staff always ready to assist. Cons A billing system would improve the product and take it to a new level. The app needs some improvements. Review Source Response from Supportbench Services April 16, 2018 Thank you Jason for the valuable feedback. We are working hard on creating both a new mobile experience and billing functionality. Stay tuned :) RAB Reizel Ann B. UHC Clinical Support and Notification Hospital & Health Care Used the software for: Less than 6 months ### "Supportbench is really an awesome software " May 20, 2022 5.0 Overall: The system itself it great, but I think the Supportbench team makes the real impact. They were actively present at every stage from the onboarding to the data migration, team training and daily use. Pros Supportbench has a lot of features that I’ve used in other platforms, but it’s as though they’ve honed them a bit and made them suit front line engineers. One thing that’s different is the communication with customers. Everything seems to be quicker and easier, from their email, to their knowledge base, it’s all a lot cleaner. Cons I have not yet encountered any major problems, but I'd love some more of the web app functionality within the mobile app. Review Source Piyush S. Web developer Information Technology and Services Used the software for: Less than 6 months ### "Supportbench: Intelligent Customer Support Solutions" January 20, 2024 5.0 Our support team has enhanced its proficiency in promptly addressing customer requirements, thereby elevating the overall quality of service. Pros The creation of AI knowledge base articles streamlines our operations, saving valuable time and elevating the effectiveness of customer self-service. The intuitive and comprehensive ticketing system further contributes to a seamless user experience. Cons The pricing for the AI features may be perceived as elevated; however, they are integral to the heightened efficiency levels we have attained. Review Source SH Soleil H. Executive Admin Executive Office Used the software for: 2+ years ### "A Refreshing Facelift for Customer Support" August 31, 2023 5.0 Pros Shifting from Freshdesk to Supportbench was like discovering a secret passage to success. Our customer support management has never been smoother, and the personalized service we can now offer has given us a huge advantage over our competitors. Cons The initial setup was a heavy lift as we had so many previous tools to replace with Supportbench. Review Source MAD May Anne D. Admin Staff Education Management Used the software for: Less than 6 months ### "“Systematized Support, Offering Great Service to Customers”" June 4, 2022 5.0 In all honesty, the app doesn’t have that big of a drawback. I would just suggest expanding its functionalities to further improve the user’s experience. Pros Supportbench is easy to navigate and convenient to use. A lot better than other ticketing software in terms of interface and functionality. I can see all the data that I need to in a simplified and organized way. And if it’s not precisely what I want, I can customize it to fit what I need quite easily. Because it’s been so easy to use, it’s promoting more collaboration and communication within teams, making our work more efficient and effective. Cons Supportbench is a pretty versatile system. And, it’s meeting the needs of both our Support/Success teams as well as our customers. Its user-friendly interface makes the experience a lot better than other ticketing apps we’ve used. Supportbench feels like a true customer-centered application that is helping us resolve a lot of our work-flow concerns in a very systematic way. Review Source KC Kristiane C. Administration Information Technology and Services Used the software for: Less than 6 months ### "Very pleased with product" May 31, 2022 5.0 Supportench has made servicing our clients so much more simple and seamless. When setting us up, they offered us all the services we needed, plus some we didn’t know we would want as well. We have everything in one tool, from SLA’s, to ticket and escalation management and our knowledge base. Pros We’re able to resolve customer issues so much faster than before and we have such clear insight into our clients now that we were able to retain one that had one foot out the door. In our old system we never had these insights. That was a very valuable client and would have been detrimental to our business had we lost them. Cons So I’ve found the knowledge base and perhaps documentation needs some updating. Review Source VR Verified Reviewer Lead Genaretion & Web Research Expert Information Technology and Services Used the software for: Less than 6 months ### "Who Knew Customer Support Could Be This Fun?" August 26, 2023 5.0 Supportbench is like a dream come true. We're in control, and there's no need to pester the IT team every five minutes. Plus, with features like intent detection and emotional scoring, it's like we've got a crystal ball for customer support! Pros The comprehensive customer overviews are like our own personalized customer support GPS! Cons Navigating some parts of Supportbench is like playing a game without the rulebook. Some extra self-help documentation would be welcome. Review Source VD Vincent D. IT Service Manager Restaurants Used the software for: Less than 6 months ### "Amazing Customer Support!" January 16, 2020 5.0 Ever since we started our free trial, the sales and support from SupportBench have been amazing. They were quick to reply to both usage questions and bug reports. Their response to bug reports and rolling out the fixes makes it clear they take their user experience seriously. Pros Ease of use and configuration. Flexible workflows that allow you to achieve almost any case flow you can imagine. Fast responses from the support team. Feature requests are taken seriously and in some cases implemented very quickly. Cons There are no webhooks at the time of this review, however, I'm told they are on the roadmap. Review Source EM Earl M. Business Analyst Computer Software Used the software for: Less than 6 months ### "Supportbench Review" December 3, 2019 3.0 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. 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. Review Source TB Terri B. Support Information Technology and Services Used the software for: Less than 6 months ### "Great tool for tracking current issues as well as research past ones!" April 17, 2018 5.0 Tracking of issues, ability to pass on issue for escalation or follow up. In addition, the tool allows customers to see the organization and tracking of the issue and feel secure that all issues are being reviewed. Furthermore, the ability to track SLA information helps show end customers that support levels are being achieved. Pros Customer Service and Support are outstanding. The product is always evolving with new features and enhancements. Cons Any small issues that have been discovered have been addresses quickly by the support staff. In addition they have added functionality when needed. Review Source MO Maximiliano O. Support team Information Technology and Services Used the software for: Less than 6 months ### "Good for sharing data sent to a distribution list" April 10, 2018 3.0 Not much, just having all support requests stored in the same place and shared between all team memebers Pros It allows us to see what is going on with all requests sent to our support DL. We stopped relying on emails Cons You can miss replies to already existing cases. Notifications are not good enough. Cases get insanely duplicated Review Source Response from Supportbench Services April 12, 2018 Thank you Maximiliano for the valuable feedback as your happiness is our top priority. There are different ways to receive and deal with notifications and we will be reaching out to ensure that your system is optimized and your experiences are resolved. KH Kim H. Customer Service Manager Financial Services Used the software for: Less than 6 months ### "good software but needed some tweaking - Staff is very responsive and helpful with fixes." April 16, 2018 4.0 Pros ease of use - once we understood how it worked, it was easy! The naming conventions used gave a little trouble to start with but once we got that worked out, it was better (internal notes vs phone calls for metrics) Cons Not as intuitive as out of the box as I would have liked, which is why it needed some tweaking. The staff has been helping us with the tweaks we needed to make it a better customer service tool for us. Search was an issue but is much better now. Review Source TT Todd T. VP of HCM Services Human Resources Used the software for: Less than 6 months ### "Easy to create cases and assign tasks for completion." April 13, 2018 4.0 It is a very capable and easy to use case management solution with great support, which helps with ease of customization and user adoption. Pros The application has a clean look, which makes it easy to navigate and use. User adoption is important and everyone using it seems to like it. Review Source Response from Supportbench Services April 16, 2018 Thank you Todd for the valuable feedback and we are incredibly happy to hear that we are able to help your team. If we can help or improve your experience even more, please reach out anytime. RH RYan H. Director of Service Success Used the software for: Less than 6 months ### "Great software and team at SupportBench." April 10, 2018 5.0 Pros The customization and ability to have updates made when requested. It is simple and not overwhelming for our team. Cons Haven't run into much that we do not like. I guess the least favorite thing is the technical coding in the background but their team does help with that! Review Source Response from Supportbench Services April 12, 2018 Thank you Ryan for the great feedback. Customer satisfaction is our top priority and it's amazing to hear that we are doing our job :) sF steven F. co founder Used the software for: 1-2 years ### "It never leaves your customers hanging" March 24, 2018 3.0 Pros I love that it helped our agents assist and review customer issues quickly and also personnalize responses. Cons Nothing to say, price is good and love the user friendliness. Our agents didn't need extensive training Review Source Similar Products Featured