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.