Supportbench Reviews & Product Details

Our old shared inbox was fine when Yamevi Travel was smaller, but it got way too messy as bookings picked up. We really needed a way to separate urgent flight changes from general trip inquiries. Supportbench fixed that. Now I can open a ticket and instantly see a traveler's past trips and current booking details right next to their message, and our agents still get to use the simple email layout they prefer. Review collected by and hosted on G2.com.

The workflow rules were a bit of a headache to figure out at first. It can do a lot, like automatically routing cancellation requests to specific agents—but you definitely have to block out some time to actually sit down and learn how to build the rules. Review collected by and hosted on G2.com.

We were using the same issue tracker our devs use just to keep things on one system. Great for internal coding projects, but terrible for external IT support. Supportbench handles back and forth emails way better. We get proper customer history and SLAs right away, instead of having to script out a bunch of custom rules. We still pass things over to engineering when we need to, but our daily queue doesn't feel like a dev project anymore. It actually feels like a real helpdesk. Review collected by and hosted on G2.com.

I really need a way to open two cases side by side. Half the time I'm trying to fix an issue that is pretty much identical to an older ticket. Having to constantly click back and forth across different browser tabs to read the old notes gets frustrating. Review collected by and hosted on G2.com.

Old tool which we use was fine for a while, but getting support was awful. Supportbench is totally different because we've had the exact same reps since day one. They didn't just toss a help doc at us—they actually sat down and helped rebuild our SLAs and routing. Having a tech team that genuinely gets our specific setup beats any software feature. Review collected by and hosted on G2.com.

I would still like more short onboarding videos. Their team will show you how to do something, but sometimes I just want a two-minute video instead of asking. Review collected by and hosted on G2.com.

We moved over from Salesforce Service Cloud. Salesforce is powerful, but making even the smallest change was a massive headache that usually required outside help. With Supportbench, we can finally update workflows and dashboards ourselves. We still sync our Salesforce data so we don't lose any customer context, but the system just needs way less babysitting. Review collected by and hosted on G2.com.

The Salesforce sync lags every once in a while. Nothing crazy, but when I change a field in Salesforce, I'm used to seeing it update instantly on the support end. Review collected by and hosted on G2.com.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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