Supportbench Reviews & Product Details

Supportbench is a TOP rated premium customer support software for businesses seeking advanced, affordable, scalable solutions. It boasts features such as dynamic SLAs, a KCS knowledge base, AI-powered ChatGPT knowledge base bots, and customizable dashboards. With Salesforce synchronization, advanced customer portals, chatbot capabilities, and an easy-to-use API, Supportbench enhances customer experiences, optimizes support operations, and empowers teams with actionable insights.

Seller

Supportbench Services Inc.

Languages Supported

English

Product Description

Supportbench is a cloud and web based technical and customer support ticketing system that help organizations to deliver next level support.

Discussions

Supportbench Community

Value at a Glance

Averages based on real user reviews.

Time to Implement

1 month

Perceived Cost

$$$$$

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Supportbench Integrations

(2)

Integration information sourced from real user reviews.

Supportbench Reviews (119)

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Sonalina C.

Digital Marketing Manager

Marketing and Advertising

Small-Business (50 or fewer emp.)

12/16/2025

"Powerful B2B Ticketing and Relationship Management Solution"

4.5/5

What do you like best about Supportbench?

Supportbench is a professional solution that handles complex B2B cases by establishing powerful ticketing

The tool ensures robust relationship management by coordinating all the customer information from contacts and accounts

The tool ensures that appropriate services are issued to clients and timely responses are made without entitlement

The platform is consistently configurable, and this increases on prioritization and approvals

The platform offers a successful operational reports and customer health in matters handling clients issues Review collected by and hosted on G2.com.

What do you dislike about Supportbench?

Supportbench has issues with set up, where it demands extra focus from the technical team

The integration capabilities and efficiencies are highly limited Review collected by and hosted on G2.com.

What problems is Supportbench solving and how is that benefiting you?

The tool is resourceful in managing complex B2B support issues, and this ensures powerful customer experience

The tool brings a successful contract reinforcement and this brings transparency in any engagement

The app ensures customer get the tight balance between their finances and their concerns

Supportbench ensures escalation in customer issues is effectively handled by this app

We use Supportbench to handle all tickets without any disruption or challenges Review collected by and hosted on G2.com.

Edoardo L.

Senior security manager

Automotive

Small-Business (50 or fewer emp.)

11/17/2025

"Streamlined Ticket Management and Powerful Reporting"

4.5/5

What do you like best about Supportbench?

We use Supportbench to manage and respond to tickets from our clients, making sure they receive the appropriate responses. Incoming tickets are prioritized and automatically assigned to specific agents, which streamlines the delivery process. The program features robust customer intelligence, allowing us to understand the sentiments and needs of our clients. It also provides comprehensive case management, giving us a clear view of all customer details and concerns. The app supports customizable support levels, so certain issues can be directed to specific agents or users. Supportbench includes an excellent reporting system with a KPI scorecard that tracks engagement levels. Each ticket update is systematically audited to assess the level of customer satisfaction. Additionally, the program builds a strong knowledge base with articles and information tailored to both business and customer needs. Review collected by and hosted on G2.com.

What do you dislike about Supportbench?

Supportbench involves a complicated onboarding process, making the transition from the previous system to the new one somewhat challenging. Additionally, the program tends to generate an overwhelming number of notifications, which makes it quite difficult for agents to manage their tickets effectively. Review collected by and hosted on G2.com.

What problems is Supportbench solving and how is that benefiting you?

Supportbench offers effective tools that enable us to manage tickets from a variety of sources, which in turn increases our customers' satisfaction. We are able to proactively monitor and influence customer happiness, thanks in part to robust sentiment analysis features that alert us to potential issues before they escalate. The platform provides instant updates and scorecards, allowing us to track our progress in serving clients efficiently. Automated ticket handling and processing have also fostered greater trust and transparency with our customers. Additionally, the comprehensive knowledge base contains detailed information to address common customer inquiries, which is a valuable resource. The 360-degree customer support and analysis features help us identify and address any personalized needs that may require special attention. Review collected by and hosted on G2.com.

Graziana C.

IT Manager

Financial Services

Small-Business (50 or fewer emp.)

11/16/2025

"Exceptional AI-Driven Support Platform with Powerful Analytics"

4.5/5

What do you like best about Supportbench?

Supportbench has a robust AI capabilities, that makes it efficient to analyze replies, knowledge base articles and summarizations among others

The platform has brilliant sentiment analysis, which emphasizes on detecting emotions and customer health

The platform provides a 360 degree on customer satisfaction and experience

The program is flexible, and it helps us analyze the customer profiles and analyze risks

The tool has KPI scorecards that makes it easy to track the key metrics concerning customer satisfaction and satisfaction

The powerful ticketing system from this app helps us consolidate the concerns of our customers

Supportbench has managed to create a brilliant knowledge base that is functional and highly informative

We have managed to create a fantastic customer portal that makes it easy to create tickets Review collected by and hosted on G2.com.

What do you dislike about Supportbench?

The integrations from Supportbench is slightly limited and causes some challenges

The app has challenging offline access and this makes some users struggle to work with the app Review collected by and hosted on G2.com.

What problems is Supportbench solving and how is that benefiting you?

Supportbench has solid customer support with robust interactions from all forms, including emails, tickets, chats, and other channels

The platform uses AI to summarize tickets, and this handles all the complex issues that occurs

We have created a proactive customer experience that makes it easy to comprehend and understand customers emotions and identify any risks that may occur

The automation of customer support has managed to handle many different situations from clients

The accountability of every customer response made is also a great way the app has helped us

The growing customer support is also precisely handled by this app Review collected by and hosted on G2.com.

Krutika V.

HR Manager

Mid-Market (51-1000 emp.)

11/24/2025

"Outstanding Support and Scalability for Any Organization"

4.5/5

What do you like best about Supportbench?

The customers support team is on top notch. They respond to request fast and efficiently leaving nothing behind.

It is highly scalable and flexible thus ideal for all size of organizations. Review collected by and hosted on G2.com.

What do you dislike about Supportbench?

It supports limited integration and this limits workflow. I feel there are need to make it more intuitive by integrating it with other third party tools. Review collected by and hosted on G2.com.

What problems is Supportbench solving and how is that benefiting you?

It is hard to ensure positive customer relationship with scattered customer support channels as different customers send their request through different channels and it becomes difficult to respond to all of them. This however brings all theses channels into a centralized location so we never miss customers requests and this has promoted great productivity. Review collected by and hosted on G2.com.

sheetal m.

Systems Manager

Arts and Crafts

Mid-Market (51-1000 emp.)

9/22/2025

"Supportbench; Customer Oriented and Powerful Support System but Demands Deep Customization"

4.5/5

What do you like best about Supportbench?

Supportbench is extremely helpful in case management, with a customizable ticketing plan

The app has an invaluable customer health score that assists us in being proactive about engagement

The robust reporting capabilities from Supperbench ensures visible customer sentiment and accountability for team performance Review collected by and hosted on G2.com.

What do you dislike about Supportbench?

Supportbench has a deep customization system, which makes new users more overwhelmed and in need of more assistance

The integration part is less efficient, more so with third parties Review collected by and hosted on G2.com.

What problems is Supportbench solving and how is that benefiting you?

Supportbench helps firms to give consistent customer assistance through different channels or services

We acquire a centralized space for ticketing, which makes customer service more proactive and efficient

We learn risks related with customer service and include more sentimental monitoring

We optimize our support process and we get advanced reports after accurate tracking Review collected by and hosted on G2.com.

Chris B.

Mid-Market (51-1000 emp.)

5/5/2025

"A Game-Changer for Client Communication"

5/5

What do you like best about Supportbench?

Centralize all client communication in one platform

Track staff performance and activity

Ensure client replies go back to the original staff member

Route emails to specific staff or departments automatically

Use email templates for faster, consistent responses Review collected by and hosted on G2.com.

What do you dislike about Supportbench?

A very small percentage of emails don’t display correctly in Supportbench, so I occasionally need to forward them to my external email address to view them properly. Review collected by and hosted on G2.com.

What problems is Supportbench solving and how is that benefiting you?

We chose Supportbench to streamline our email management and improve team accountability. Manually assigning hundreds of emails each day was inefficient and time-consuming, and we had little visibility into individual staff activity. Our goal was to automate email routing and gain better insight into staff performance, so we could respond to clients faster and manage workloads more effectively. Review collected by and hosted on G2.com.

Mubeen N.

Senior Human Resources Recruiter

Small-Business (50 or fewer emp.)

4/10/2025

"A Scalable Solution Without the Enterprise Bloat"

5/5

What do you like best about Supportbench?

The sentiment and emotion scoring plus the real-time ticket sync with Salesforce helped us focus on the right customers at the right time. Our agents also love the easy image/file embedding and the pre-set email templates—it’s saved hours each week. We’ve gained speed without sacrificing visibility. Review collected by and hosted on G2.com.

What do you dislike about Supportbench?

Some lesser-used settings were a little hidden, but once we got familiar, it became second nature. Review collected by and hosted on G2.com.

JAHANGIR ALAM H.

Lead Generation Specialist

Small-Business (50 or fewer emp.)

4/9/2025

"Supportbench Helped Us Consolidate a Mess of Tools"

5/5

What do you like best about Supportbench?

The unified view of all open/pending/closed issues and custom survey integration made our process cleaner overnight. Our customer success manager now has full visibility and doesn’t need to ask support for updates anymore. Review collected by and hosted on G2.com.

What do you dislike about Supportbench?

The SLA breach indicators could stand out more in the UI. They're there, but not easy to spot under pressure. Review collected by and hosted on G2.com.

Marjia T.

Information Technology Specialist

Banking

Small-Business (50 or fewer emp.)

4/9/2025

"Reliable Support for a Growing Team"

5/5

What do you like best about Supportbench?

Dynamic SLA timers and agent coaching scorecards helped bring consistency across the board. We finally have visibility into who’s doing what, and cases aren’t falling through the cracks. Love the drag-and-drop dashboards. Review collected by and hosted on G2.com.

What do you dislike about Supportbench?

Some advanced filters are buried in the reporting UI. Once you find them, they’re great—but not the most obvious at first. Review collected by and hosted on G2.com.

Verified User in Outsourcing/Offshoring

Small-Business (50 or fewer emp.)

4/9/2025

"Built for B2B—Finally"

5/5

What do you like best about Supportbench?

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. Review collected by and hosted on G2.com.

What do you dislike about Supportbench?

The chat tool is a bit basic. Gets the job done but not super customizable yet. Review collected by and hosted on G2.com.

What problems is Supportbench solving and how is that benefiting you?

Supportbench replaced our patchwork of tools and gave us a unified system to manage support and customer relationships. It solved our visibility issues, streamlined escalations, and helped us prioritize high-value customers.

Now our team works faster, leadership gets clear insights, and support plays a real role in retention—not just ticket resolution. Review collected by and hosted on G2.com.