Best customer support software so far

What are the best aspects of this product?

This is a great customer service tool to effectively address incoming concerns. Supportbench introduced us to a really smart ticket management system that changed the old way we use to respond to issues. Our incoming tickets were such a mess before and now that we’ve customized Supportbench to automatically prioritize based on what’s most important/vital to our specific company. The response time clock is so great, I know exactly when I need to respond to each ticket. I also really like how policies work, and how you can hide certain details from some departments/agents so that information is given as needed.

What aspects are problematic or could work better?

They support team is always great and easy to get to on their live chat, but because of the learning curve, I’ve had to rely on them a bunch of times to figure out how to get things done.

Are you a current user of this product?

Yes