SupportBee

Alerts (Escalation)

SupportBee’s Alerts (Escalation) feature ensures that support requests are automatically flagged and routed to higher-level personnel when unresolved within specific timeframes. By setting escalation rules based on ticket age or priority, teams can avoid SLA breaches and maintain response standards. This proactive approach improves accountability, ensures urgent issues are promptly addressed, and strengthens customer trust through timely intervention and consistent follow-up within the support environment.

Automated Routing

SupportBee’s Automated Routing streamlines ticket management by automatically assigning incoming requests to appropriate agents or teams based on predefined rules. This feature eliminates manual triage, speeds up initial response times, and ensures that each query is handled by the most suitable personnel. With intelligent routing, businesses can optimize agent workload distribution, improve response accuracy, and enhance overall operational efficiency while maintaining consistent and professional customer support experiences.

Community Forums

SupportBee’s Community Forums enable customers to interact, share solutions, and support each other by discussing common questions or product challenges. This feature reduces ticket volume while building a collaborative customer network. Forums also provide insight into trending issues and user behavior. By fostering community-driven support and peer-to-peer engagement, SupportBee enhances user experience, encourages knowledge sharing, and supports customer empowerment outside of traditional support channels.

Contract (SLA Management)

SupportBee’s Contract (SLA Management) functionality allows businesses to define, monitor, and enforce service agreements by setting response and resolution benchmarks. SLAs are linked to ticket priorities and automatically tracked for compliance. The system highlights overdue tickets and escalates when necessary. This ensures service reliability, builds customer confidence, and helps teams meet contractual obligations consistently while maintaining transparent, measurable support performance across all client interactions and service levels.

Customizable Branding

SupportBee’s Customizable Branding feature lets organizations tailor the support interface to reflect their unique identity. Businesses can personalize logos, themes, colors, and URLs to maintain visual consistency with their brand across all support channels. This customization enhances customer trust and reinforces professionalism. By delivering a cohesive user experience, SupportBee ensures customers engage with a support platform that feels familiar, aligned, and integrated with the organization’s overall digital presence.

Document Storage

SupportBee’s Document Storage feature allows agents and customers to upload and share relevant files directly within support tickets. This centralized approach ensures critical documentation—such as screenshots, invoices, manuals, or contracts—is easily accessible throughout the resolution process. Organized and secure file handling improves communication clarity, speeds up issue resolution, and enables a more efficient support experience by keeping all supporting materials readily available and properly contextualized.

Incident Management

SupportBee’s Incident Management feature provides tools for tracking, organizing, and resolving unexpected service disruptions effectively. It enables agents to prioritize incidents, communicate clearly with stakeholders, and record detailed issue histories. By linking related tickets and documenting resolution steps, teams can minimize downtime, identify root causes, and prevent recurrence. SupportBee’s approach supports systematic incident handling, ensuring rapid recovery and maintaining service continuity and customer satisfaction across the organization.

Knowledge Base

SupportBee’s Knowledge Base is a self-service repository where businesses can publish helpful articles, guides, and FAQs for customers and agents. Easily searchable and categorized, it provides quick answers to common questions and reduces support request volume. Content can be regularly updated to ensure accuracy. This feature empowers customers to find solutions independently, enhances user satisfaction, and supports scalable support operations through accessible and consistent information sharing.

Known Issue Management

SupportBee’s Known Issue Management feature allows support teams to log, track, and communicate recurring or widespread issues affecting customers. Agents can link tickets to a known issue, notify users of progress, and provide updates or temporary workarounds. This centralization minimizes duplicate reporting, streamlines communication, and fosters transparency. By proactively managing known problems, SupportBee helps maintain customer confidence while facilitating long-term resolutions and continuous service improvements.

Live Chat

SupportBee’s Live Chat feature offers real-time communication between customers and support agents directly through the company’s website or help portal. It allows for immediate engagement, quicker resolutions, and improved satisfaction. With live chat, agents can handle multiple conversations simultaneously, access ticket histories, and provide context-aware support. This interactive channel complements traditional ticketing, enabling more personal, responsive assistance while enhancing the customer’s overall support experience.

Macros (Templated Responses)

SupportBee’s Macros (Templated Responses) feature lets agents insert predefined replies into tickets, reducing repetitive typing and maintaining response consistency. These templates can include common solutions, policy explanations, or follow-up instructions. Macros improve agent productivity, ensure professional communication, and decrease resolution times. By standardizing replies for frequently asked questions, SupportBee enables faster, more reliable service while maintaining personalized support experiences for individual customer needs.

Multi-Channel Communication

SupportBee’s Multi-Channel Communication consolidates customer interactions from various platforms—such as email, contact forms, and integrations—into a single inbox. This unified approach gives support teams full visibility into ongoing conversations regardless of the origin. Agents can manage tickets seamlessly, respond consistently, and deliver better service across channels. Multi-channel functionality ensures SupportBee users meet customer expectations and maintain high-quality service, no matter how or where inquiries are initiated.

Self Service Portal

SupportBee’s Self Service Portal empowers customers to resolve issues independently by accessing knowledge base articles, submitting new tickets, and tracking existing ones. Designed for ease of use, the portal is customizable and aligns with company branding. This tool promotes 24/7 support availability, reduces agent workload, and enhances customer satisfaction. By enabling customers to find information and monitor requests on their own, SupportBee supports efficient and scalable customer service.

Social Media Integration

SupportBee’s Social Media Integration allows businesses to connect their support workflows with platforms like Twitter or Facebook, bringing social interactions into the help desk. This feature captures mentions, messages, or comments and turns them into manageable tickets. It ensures timely, consistent responses across digital touchpoints. By integrating social media, SupportBee enhances brand responsiveness, centralizes communication, and provides teams with the tools to manage public customer concerns effectively.

Surveys & Feedback

SupportBee’s Surveys & Feedback feature enables companies to collect customer insights following support interactions. Businesses can create customizable satisfaction surveys to gauge agent performance, service quality, and user experience. Feedback is stored and analyzed for continuous improvement. This functionality helps identify trends, monitor customer sentiment, and refine support strategies. With structured feedback loops, SupportBee ensures organizations stay responsive to customer needs and deliver higher-quality, data-informed service.

Ticket Management

SupportBee’s Ticket Management system provides a centralized platform for logging, assigning, tracking, and resolving customer requests efficiently. It supports ticket categorization, priority tagging, and team collaboration, ensuring no issue is overlooked. With clear visibility into ticket status and history, agents can respond promptly and effectively. This feature forms the core of SupportBee’s functionality, promoting accountability, improving response times, and delivering streamlined, professional support to customers at every stage.