--- description: Review of Supportbench Software: system overview, features, price and cost information. Get free demos and compare to similar programs. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Supportbench | Reviews, Pricing & Demos - SoftwareAdvice AU --- Breadcrumb: [Home](/) > [Auto Dealership CRM Software](/directory/3171/dealership/software) > [Supportbench](/software/37159/supportbench) # Supportbench Canonical: https://www.softwareadvice.com.au/software/37159/supportbench Page: 1 / 6\ Next: [Next page](https://www.softwareadvice.com.au/software/37159/supportbench?page=2) > The AI-Powered Helpdesk for Modern B2B Teams Supportbench is the most complete helpdesk platform built specifically for B2B support and success teams. Designed for high-touch customer relationships, we embed AI throughout your workflow to automate the manual, reduce costs, and empower your agents with real-time intelligence. No IT team required. Top Benefits: Reduce support costs by automating repetitive work Improve resolution times with AI-powered case context and suggestions Increase agent productivity with an AI Copilot that guides every reply Get faster time to value—Supportbench is easy to configure and launch Gain visibility into KPIs and customer health with built-in analytics Key AI Features: AI QA Bot that answers questions or raises tickets automatically AI Copilot that suggests the next best response based on history and KB Automatic case summaries when tickets are opened or closed Turn cases into knowledge base articles instantly Predictive CSAT and CES scores without needing survey responses Auto-tagging, auto-prioritization, and issue classification via AI Powerful Enterprise Functionality: Dynamic SLAs that adapt based on customer and case context Native Salesforce synchronization to show licensing and contract data Secure, branded customer portal with full customization Rich email editor that supports inline images and formatting Escalation management with notes, stages, and auto-escalation rules Internal and external knowledge bases for both agents and customers Built for B2B Teams That: Need to manage complex or high-value accounts Want fewer support escalations and better visibility Prefer a platform that doesn't require constant IT involvement Are scaling fast and need a modern, all-in-one solution Supportbench is the \#1-rated B2B helpdesk on G2, Capterra, and Software Advice with a 4.9/5 average rating. It’s the helpdesk that helps you do more—with less. > > Verdict: Rated **4.9/5** by 116 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.9/5** | 116 Reviews | | Ease of Use | 4.8/5 | Based on overall reviews | | Customer Support | 4.9/5 | Based on overall reviews | | Value for Money | 4.8/5 | Based on overall reviews | | Features | 4.7/5 | Based on overall reviews | | Recommendation percentage | 100% | (10/10 Likelihood to recommend) | ## About the vendor - **Company**: Supportbench Services - **Location**: Vancouver, Canada - **Founded**: 2015 ## Commercial Context - **Starting Price**: USD 32.00 - **Pricing model**: Per User (Free Trial) - **Pricing Details**: Per-agent scaled pricing starting at $35 USD a month per agent. We want you to grow and that's why everyone gets the same product, and as you grow, we grow. - **Target Audience**: 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Linux (Desktop), Chromebook (Desktop), Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: English - **Available Countries**: Australia, Canada, United Kingdom, United States ## Features - AI Copilot - API - Access Controls/Permissions - Activity Dashboard - Activity Tracking - Alerts/Escalation - Alerts/Notifications - Application Management - Assignment Management - Audit Trail - Automated Responses - Automated Routing - Autoresponders - CRM - Calendar Management - Call Center Management - Canned Responses - Case Management - Catalog Management - Change Management ## Integrations (14 total) - Azure DevOps - Harvest - HubSpot CRM - Jira - Linear - LiveChat - Meta for Business - Microsoft Teams - NinjaOne - RingEX - Salesforce Sales Cloud - Slack - Twitter/X - Zapier ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Auto Dealership CRM Software](https://www.softwareadvice.com.au/directory/3171/dealership/software) ## Related Categories - [Auto Dealership CRM Software](https://www.softwareadvice.com.au/directory/3171/dealership/software) - [Customer Service Software](https://www.softwareadvice.com.au/directory/255/customer-service/software) - [Banking CRM Software](https://www.softwareadvice.com.au/directory/336/banking-crm/software) - [IT Ticketing Systems Software](https://www.softwareadvice.com.au/directory/1630/it-ticketing/software) - [Online Help Desk Software](https://www.softwareadvice.com.au/directory/3529/online/software) ## Alternatives 1. [Salesforce Sales Cloud](https://www.softwareadvice.com.au/software/2764/salesforce-sales-cloud) — 4.4/5 (18768 reviews) 2. [Zendesk Suite](https://www.softwareadvice.com.au/software/26892/zendesk-talk) — 4.4/5 (4072 reviews) 3. [LiveChat](https://www.softwareadvice.com.au/software/27068/livechat) — 4.6/5 (1715 reviews) 4. [LiveAgent](https://www.softwareadvice.com.au/software/109980/liveagent) — 4.7/5 (1754 reviews) 5. [Freshdesk](https://www.softwareadvice.com.au/software/110247/freshdesk) — 4.5/5 (3409 reviews) ## Reviews ### "Supportbench Customer Service Management Review" — 4.0/5 > **Tsitsi Hazel** | *22 May 2022* | Information Technology & Services | Recommendation rating: 7.0/10 > > **Pros**: Quick and efficient workflow turnaround in less time, with immediate results. Bright visual interface showing an interactive dashboard, including real-time customer service tickets to work on and ease of customization. You can view the types of communication requests coming in - all emails, phone calls, notes, etc. are in one place and can be shared between all team members. There are user forums to engage customers, and keywords are highlighted within communication requests to allow the direction of prioritized cases to team members, as well as the creation of customized surveys. Ability to log and keep track of multiple checkpoints across different platforms, thus giving detailed reporting of KPIs. > > **Cons**: Requires a bit of time to get past the initial learning curve of some of its more complex tools. It may also take some time to enable and activate some of the more powerful features, such as automation and workflows. At times you can miss cases, or miss the responses to already existing cases. Sometimes cases can be duplicated, and the notification system can get crowded. > > Supportbench is a full-stack Customer Service Management tool, ticketing system, and analytic tool that is affordable, customer-friendly, and provides a better understanding of products and services that customers need through analytics and data. It is also cross-platform as it is available on web-based, cloud, SaaS, and different operating systems, ie. Windows, Mac, Linux, Android, and iOS. ----- ### "Support Bench - Case Management" — 5.0/5 > **Jason** | *18 May 2022* | Wholesale | Recommendation rating: 10.0/10 > > **Pros**: Very flexible - Support Bench can be tuned to work the way I want it to. There are different teams within my organization that use Support Bench and they have different needs. We are able to customize workflows based on each teams' needs. The interface is clean and can be modified to suit each user. There are many functions that allow quick handling of cases. Cases are grouped together to keep things clean and concise and saves time when questions arise. The environment is highly collaborative and has allowed the teams to work closer together now than ever before. This has also allowed the teams to provide faster and better support. We can very quickly and easily expand the use of Support Bench within the organization. It is incredibly scalable and there are no concerns about adding users or teams. > > **Cons**: The learning curve can be a bit high. I think this depends on what you want to accomplish. Because Support Bench is so configurable, it can be easy to add complexity. There was no 'manual' to explain the basics. This would be helpful when getting onto the platform. However, it is a fairly easy system so this is not a big deal. > > Support Bench does a great job and consolidating cases (emails in regards to my companies data). It allows the teams to understand what cases require immediate actions and what cases are less important. (prioritization). And this prioritization is very flexible and can be tuned to our specific company and team on the platform. ----- ### "Supportbench Review" — 3.0/5 > **Earl** | *3 December 2019* | Computer Software | Recommendation rating: 7.0/10 > > **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. > > 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. ----- ### "Easy to navigate Support platform." — 5.0/5 > **Verified Reviewer** | *2 March 2023* | Business Supplies & Equipment | Recommendation rating: 9.0/10 > > **Pros**: The Supportbench pricing model helped suit our smaller company as we are growing. We’re paying a reasonable per-agent rate and it only incrementally increases as we scale. The first in first out prioritization of most systems haven’t ever suited us, the method of SLAs of Supportbench works well with our complex workflows. > > **Cons**: Their trial version was gated so we couldn’t just test it out without reaching the > > Needed Salesforce and Jira integrations, not just plug-ins, and Supporbench was the only system that could do that for us, with chat. ----- ### "Working with Supportbench is a partnership" — 5.0/5 > **Eilis** | *17 January 2020* | Wholesale | Recommendation rating: 10.0/10 > > **Pros**: 1. The ability to view what types of communications are coming into my team, allowing for more specific and valuable coaching and training of the team. 2. Supportbench allows each 'case' to stay together, by that I mean all emails, phone calls, notes are all in one place, if you want the information you just have to go to one case, instead of looking at multiple emails, notes etc. This is a game changer for my team. 3. the ability to use specific words within the content of an email to prioritize or direct that case to specific team members 4.Ease of customization of the screens, drop downs, create mandatory fields etc 4.Detailed reporting of KPI's for the team, but also specific customer details, reasons for contact, number of contacts, time taken to respond etc. > > **Cons**: Initially my team were a little resistant to the change, having just used MS Outlook, but with the Supportbench team's support we were able to implement changes that made it more tuned into my teams needs and made it more 'comfortable' for them to use. > > Supportbench is helping us support our customers as we always have done, but it is now giving us the ability to move to giving our customers a better service as we now have a better understanding of what they need through analytics and data rather then the 'gut feel'. The biggest asset Supportbench has is their team, they are responsive, they want to understand how your business works, and are continuously looking to add value to what they are offering so you in turn can offer more to your customer. When working with the Supportbench team it is a partnership, we are all working together to get the best for our customers and teams. ----- Page: 1 / 6\ Next: [Next page](https://www.softwareadvice.com.au/software/37159/supportbench?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.com.au/software/37159/supportbench) ## This page is available in the following languages | Locale | URL | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | ----- ## Structured Data