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.

Tracking internet dropouts or scheduling field installations in a basic chat window was a disaster for us. Supportbench gave us actual case files with SLA timers. The AI summary is a total lifesaver too. If a complicated network issue gets escalated to my desk, I get a quick recap of what the Tier 1 techs already tried instead of having to read twenty old emails. Review collected by and hosted on G2.com.

The live chat module is pretty barebones. We rely on ticket forms to handle heavy IT problems anyway, so it's not a dealbreaker for NetMadeira, but the chat definitely lacks advanced features. Review collected by and hosted on G2.com.

We hesitated to leave our shared inbox, but using basic email just stopped working as our customer list grew. Supportbench keeps that simple feel but adds actual SLAs and escalations, so I never have to guess a client's past issues. Review collected by and hosted on G2.com.

The default notification settings in Supportbench are way too loud and pop up constantly. Our team had to sit down and manually switch off a bunch of alerts just so we could get through our queue without going crazy. Review collected by and hosted on G2.com.

With our last heavy CRM, someone basically had to become a certified expert just to make simple changes. Supportbench lets us build custom workflows and dashboards easily without forcing our team to hire a dedicated system admin. Review collected by and hosted on G2.com.

Setting up custom user roles in Supportbench definitely took me some trial and error. The permissions are solid, but I had to mess around with one specific role a few times before I finally got the access levels exactly right. 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.

We used to lose track of customer questions whenever our queue got slammed during busy weeks. Supportbench fixed that by putting clear SLA timers on every case, and their search actually pulls up old ticket fixes instantly. Review collected by and hosted on G2.com.

The main dashboard layout in Supportbench took me a few shifts to fully wrap my head around. It would be awesome if they just let us drag and drop the menu widgets to build our own custom screen. Review collected by and hosted on G2.com.

We dropped our old software because getting a straight answer was basically impossible. The Supportbench crew actually knows their own product so we never have to repeat ourselves, and they even built out a few features we suggested. Review collected by and hosted on G2.com.

I just wish Supportbench had a little chat bubble inside the dashboard to ping their staff. They reply fast to tickets, but sometimes I just want to shoot over a quick question without leaving the screen I'm working on. Review collected by and hosted on G2.com.

The best part is tweaking routing and dashboards without making it a massive project. Supportbench lets us manage our own rules, and their team actually helps us if we get stuck instead of telling us to hire an integration partner. Review collected by and hosted on G2.com.

I really wish Supportbench put more real-world examples inside their workflow setup screens. The settings make sense eventually, but throwing in a few common templates would really speed up the learning curve for new admins. Review collected by and hosted on G2.com.

As we took on bigger contracts, our basic tools just couldn't handle the custom routing we needed. Supportbench lets us build unique SLAs for every single client and shows exactly where tickets are stuck. Review collected by and hosted on G2.com.

The visual warnings for SLA breaches in Supportbench really need to pop more on the screen. When we get swamped, I want those urgent timers to be bright and completely impossible to ignore. Review collected by and hosted on G2.com.

We bypassed a massive six-month IT project and got our team working in days. The system adapted straight to our daily workflow, and we can finally tweak stuff ourselves without asking developers. Review collected by and hosted on G2.com.

The back-end settings are pretty heavy at first glance because there are just so many options. Thankfully their onboarding guys walked us through it, or I would have been completely lost. Review collected by and hosted on G2.com.