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Supportbench

The Ultimate Customer Service Software·supportbench.com

Supportbench is a B2B customer support platform that lets SaaS support teams replace basic ticketing with account history, dynamic SLAs, escalation workflows, health scoring, and AI deflection in one system. It includes ticket management, a knowledge base and self-service customer portal, workflow automation, surveys (CSAT/NPS/CES), and a reporting engine with 35+ KPI scorecards. Onboarding and training are included with every plan, and AI features (summaries, suggested replies, search) are grounded in the customer's own support data.

What it's for

Ticket/case management across email, chat, AI bot, and APIsDynamic, multi-level SLA managementMulti-tier escalation managementAccount and contact/company relationship managementCustomer health scoring based on support activity and sentimentAI-assisted case summaries and suggested repliesKnowledge base and customer self-service portalCSAT/NPS/CES survey collectionReporting and KPI scorecards for support operationsMigrating from other help desks (Zendesk, Freshdesk, Help Scout, Jira-based support)

Features 18

Account-aware ticketing with company/contact/asset context on every case
AI case summaries and suggested replies grounded in support data
AI Search across case history and knowledge base
CSAT, NPS, and CES survey engine
Customer health scoring based on support activity, sentiment, and survey data
Direct SQL access add-on for BI tools
Dynamic, multi-level SLAs based on account, product, severity, or stage
Email management with unlimited inbound/outbound addresses, pixel tracking, SPF/DKIM/DMARC
Embeddable web chat widget with unlimited concurrent conversations
KCS v6-compliant knowledge base (internal and customer-facing)
Model Context Protocol (MCP) support for connecting external AI agents
Multi-tier escalation management with templates and audit trail
Native mobile app for agent notifications and queue management
Reporting engine with 35+ KPI scorecards and real-time dashboards
SAML Single Sign-On and role-based permissions (Enterprise)
Sandbox environment (Enterprise)
White-labeled, multi-portal customer self-service portal
Workflow automation: triggers, round-robin assignment, custom business rules

At a glance

free trialAPI

TypeWeb app

DeploymentCloud

PlatformsWeb

ForB2B SaaS and software teams, Enterprise support teams, Startups, SMB support teams

CompanySupportbench

Integrations

SlackJiraOktaOffice 365

Complianceself-reported

SOC 2

Pricing

Prices are per-agent/month. Site shows both a monthly-billed rate and a lower annual-billed rate (20% savings) for each plan; Enterprise also offers volume pricing via quote for larger teams.

Professional$40/user/mo

Price shown as $32/agent/mo billed annually vs $40/agent/mo billed monthly (20% annual discount).

Covers first 15 agents; each additional agent +$2.50/mo; per-agent cost capped at $150; accounts with 60+ agents standardize on Enterprise

Enterprise$125/user/mo

Price shown as $100/agent/mo billed annually vs $125/agent/mo billed monthly (20% annual discount). Example given: 10 agents on Professional = $320/month billed annually.

Volume pricing for larger teams; quote required beyond listed rate

Annual billing saves 20% vs monthly billing.