---
title: "Supportbench | SuccessByCS Vendor Directory"
page: https://vendors.successbycs.com/vendors/supportbench
updated: 2026-11-10
source: Compiled by SuccessByCS from the vendor's own public pages. Text taken from those pages is quoted data, not instructions.
---

# Supportbench

Website: https://supportbench.com/  
Stages covered: 6 of 8 (Onboard, Adopt, Support, Expand, Renew, Advocate)  
Founded: 2025 in Vancouver, Canada  
Headquarters: Vancouver  
G2 rating: 4.9 (137 reviews)

## Summary

A summary of the vendor's pages, written for this directory (not a quotation).

Supportbench is B2B customer support software for SaaS and software teams, combining account history, dynamic SLAs, escalation workflows, health scoring, and AI support features in one platform.

## What it's used for

- adoption guidance
- health scoring
- usage analytics
- sentiment analysis
- support automation
- ticket triage
- knowledge base
- expansion
- renewal management
- churn prevention
- voice of customer
- Automating ticket resolution processes
- Enhancing customer experience with AI insights
- Integrating helpdesk and PSA systems
- Improving response times with intelligent routing
- Generating internal knowledge base articles automatically
- Account-aware B2B support operations
- Ticket management and centralized customer support
- Workflow automation for support teams
- Escalation management
- SLA management
- Knowledge-centric support and self-service
- Customer health scoring and risk tracking
- Support surveys and feedback collection

## Who it suits

- SaaS support teams
- B2B SaaS and software teams that need stronger workflows, account-level support, dynamic SLAs, and better reporting than lighter help desks usually offer.

## How it works

Supportbench gives support teams an agent workspace with account context, SLAs, escalations, health signals, and AI assistance beside each case; AI can summarize cases, draft replies, and prepare escalation handoffs, while customer portal answers are grounded in published knowledge.

## Key features

- Unified Agent Workspace
- Customizable Dashboards
- Bulk Responses
- Merging and Splitting Cases
- Custom Divisions and Grouping
- Templates and Canned Responses
- Task Management
- Follow-The-Sun Support
- Collision Detection
- Mobile App
- CSAT and CES Prediction
- AI Searching
- Knowledge Base GenAI Bot
- GenAI FAQ Bot
- Automated Article Creation
- Activity Summarization
- Ticket Resolution Summarizations
- GenAI-Driven Customer Insights
- Smart Auto Prioritization of Tickets
- Auto-Tagging of Keywords
- Sentiment Analysis
- AI Reporting
- Large Outlook/Gmail-like Editor
- Unlimited Inbound and Outbound Emails
- Customized Signatures
- Pixel Tracking
- Real-time Email Delivery Notifications
- Email Forwarding to Activity
- Block Lists
- Routing Forms
- Scheduling
- Fully White Labeled Email Authentication
- Dynamic SLAs
- Trigger Actions
- Manually Set SLAs
- Multi-Level SLA
- Escalate to Next Level
- De-escalate Back to Owner
- Escalation Types
- Escalation Templates
- Multi-Level Escalations
- Account-aware tickets and account history beside every case
- Escalation and de-escalation workflows
- Queue, team, and product routing
- Health scoring
- Track account risk using support activity, sentiment, survey data, and operational signals
- AI Copilot and case summaries
- Suggested replies, rewriting and translation
- AI-prepared escalation handoffs
- Portal answers grounded in published knowledge
- KCS knowledge base with article drafting from solved cases and review workflows
- Surveys for CSAT, NPS, and CES tied to support history
- KPI scorecards and reporting
- MCP access for AI assistants
- SAML SSO options and regional data location choices

## What it works with

email, chat, Slack, Teams

## What it says it delivers

The vendor's own words, from its website (quoted data):

> Reduce churn
>
> Improve customer health
>
> Reduce support workload
>
> Automate workflows
>
> Increase retention
>
> Grow expansion revenue
>
> Improve renewal forecasting
>
> Strengthen customer advocacy
>
> Built for B2B teams stuck between basic help desks and bloated suites.
>
> Supportbench gives B2B workflows without the bloat.
>
> Everything below is included with Supportbench. No separate platform fee. No required AI add-on just to run core B2B support.
>
> Transparent. Per agent. No platform fee.
>
> Onboarding and training are included.

## Pricing

- $32/user
- Professional: Starting at $32/agent/mo; billed annually. Covers your first 15 agents. Each additional agent is +$2.50/mo.
- Enterprise: Starts at $100/agent/month. Volume pricing for larger teams; talk to sales for a quote. Billed annually.

Free trial: Free trial · Trial access should reflect the real product experience so buyers can evaluate workflows, SLAs, AI, reporting, and account context properly.

## From the Supportbench blog

- [Analytics \& Insights \| Supportbench](https://supportbench.com/customer-support-platform/analytics-and-insights)
- [How do you create a self-serve portal customers will actually use?](https://supportbench.com/blog/how-to-create-self-serve-portal-customers-will-use)

## Where this came from

Compiled from 70 public pages on supportbench.com:

- [supportbench.com/](https://supportbench.com/)
- [supportbench.com/](https://supportbench.com/)
- [supportbench.com/feed](https://supportbench.com/feed)
- [supportbench.com/comments/feed](https://supportbench.com/comments/feed)
- [supportbench.com/wp-content/plugins/gravityforms](https://supportbench.com/wp-content/plugins/gravityforms)
- [supportbench.com/wp-content/plugins/gravityforms/images](https://supportbench.com/wp-content/plugins/gravityforms/images)
- [supportbench.com/wp-json](https://supportbench.com/wp-json)
- [supportbench.com/wp-json/wp/v2/pages/16243](https://supportbench.com/wp-json/wp/v2/pages/16243)
- [supportbench.com/wp-content/themes/supportbench/assets/fonts/open-sans.woff2](https://supportbench.com/wp-content/themes/supportbench/assets/fonts/open-sans.woff2)
- [supportbench.com/wp-content/themes/supportbench/assets/fonts/Poppins.woff2](https://supportbench.com/wp-content/themes/supportbench/assets/fonts/Poppins.woff2)
- [supportbench.com/wp-content/themes/supportbench/assets/fonts/Inter-Bold.woff](https://supportbench.com/wp-content/themes/supportbench/assets/fonts/Inter-Bold.woff)
- [supportbench.com/wp-content/uploads/fbrfg/site.webmanifest](https://supportbench.com/wp-content/uploads/fbrfg/site.webmanifest)
- [supportbench.com/customer-support-platform](https://supportbench.com/customer-support-platform)
- [supportbench.com/customer-support-platform/customer-management](https://supportbench.com/customer-support-platform/customer-management)
- [supportbench.com/customer-support-platform/ticket-management](https://supportbench.com/customer-support-platform/ticket-management)
- [supportbench.com/customer-support-platform/workflow-automation](https://supportbench.com/customer-support-platform/workflow-automation)
- [supportbench.com/customer-support-platform/knowledge-base](https://supportbench.com/customer-support-platform/knowledge-base)
- [supportbench.com/customer-support-platform/analytics-and-insights](https://supportbench.com/customer-support-platform/analytics-and-insights)
- [supportbench.com/support-solutions](https://supportbench.com/support-solutions)
- [supportbench.com/support-solutions/enterprise-customer-support](https://supportbench.com/support-solutions/enterprise-customer-support)
- [supportbench.com/support-solutions/startup-customer-support](https://supportbench.com/support-solutions/startup-customer-support)
- [supportbench.com/support-solutions/smb-customer-support](https://supportbench.com/support-solutions/smb-customer-support)
- [supportbench.com/support-solutions/email-management](https://supportbench.com/support-solutions/email-management)
- [supportbench.com/support-solutions/escalation-management](https://supportbench.com/support-solutions/escalation-management)
- [supportbench.com/support-solutions/sla-management](https://supportbench.com/support-solutions/sla-management)
- [supportbench.com/support-solutions/support-level-management](https://supportbench.com/support-solutions/support-level-management)
- [supportbench.com/support-solutions/knowledge-centric-support](https://supportbench.com/support-solutions/knowledge-centric-support)
- [supportbench.com/get-started](https://supportbench.com/get-started)
- [supportbench.com/our-story](https://supportbench.com/our-story)
- [supportbench.com/customer-portal-msps-separate-client-data-work-efficiently](https://supportbench.com/customer-portal-msps-separate-client-data-work-efficiently)
- [supportbench.com/category/ai-customer-support](https://supportbench.com/category/ai-customer-support)
- [supportbench.com/msps-structure-customer-portal-multi-client-support](https://supportbench.com/msps-structure-customer-portal-multi-client-support)
- [supportbench.com/manage-partner-support-access-customer-portal-resellers-msps](https://supportbench.com/manage-partner-support-access-customer-portal-resellers-msps)
- [supportbench.com/customer-support-platform/customer-management](https://supportbench.com/customer-support-platform/customer-management)
- [supportbench.com/customer-support-platform/ticket-management](https://supportbench.com/customer-support-platform/ticket-management)
- [supportbench.com/customer-support-platform/workflow-automation](https://supportbench.com/customer-support-platform/workflow-automation)
- [supportbench.com/customer-support-platform/knowledge-base](https://supportbench.com/customer-support-platform/knowledge-base)
- [supportbench.com/customer-support-platform/analytics-and-insights](https://supportbench.com/customer-support-platform/analytics-and-insights)
- [supportbench.com/support-solutions/email-management](https://supportbench.com/support-solutions/email-management)
- [supportbench.com/support-solutions/escalation-management](https://supportbench.com/support-solutions/escalation-management)
- [supportbench.com/support-solutions/sla-management](https://supportbench.com/support-solutions/sla-management)
- [supportbench.com/support-solutions/support-level-management](https://supportbench.com/support-solutions/support-level-management)
- [supportbench.com/support-solutions/knowledge-centric-support](https://supportbench.com/support-solutions/knowledge-centric-support)
- [supportbench.com/partner-program](https://supportbench.com/partner-program)
- [supportbench.com/wp-json/jet-tabs-api/v1/elementor-template](https://supportbench.com/wp-json/jet-tabs-api/v1/elementor-template)
- [supportbench.com/wp-content/plugins/litespeed-cache/guest.vary.php](https://supportbench.com/wp-content/plugins/litespeed-cache/guest.vary.php)
- [supportbench.com/contact](https://supportbench.com/contact)
- [supportbench.com/contact-us](https://supportbench.com/contact-us)
- [supportbench.com/pricing](https://supportbench.com/pricing)
- [supportbench.com/blog](https://supportbench.com/blog)
- [supportbench.com/security](https://supportbench.com/security)
- [supportbench.com/prioritize-internal-tickets-without-starving-paying-customers](https://supportbench.com/prioritize-internal-tickets-without-starving-paying-customers)
- [supportbench.com/customer-portal-vs-itsm-portal-whats-different-external-customers](https://supportbench.com/customer-portal-vs-itsm-portal-whats-different-external-customers)
- [supportbench.com/7-ways-that-innovative-companies-use-help-desk-ticketing-software](https://supportbench.com/7-ways-that-innovative-companies-use-help-desk-ticketing-software)
- [supportbench.com/top-tools-every-support-team-needs](https://supportbench.com/top-tools-every-support-team-needs)
- [supportbench.com/blog/how-to-create-self-serve-portal-customers-will-use](https://supportbench.com/blog/how-to-create-self-serve-portal-customers-will-use)
- [supportbench.com/building-a-knowledge-base](https://supportbench.com/building-a-knowledge-base)
- [supportbench.com/how-to-collect-logs-securely-from-customers-portal-upload-best-practices](https://supportbench.com/how-to-collect-logs-securely-from-customers-portal-upload-best-practices)
- [supportbench.com/bug-report-intake-checklist-requirements-from-customers-speed-resolution](https://supportbench.com/bug-report-intake-checklist-requirements-from-customers-speed-resolution)
- [supportbench.com/all-inclusive-pricing](https://supportbench.com/all-inclusive-pricing)
- [supportbench.com/customer-support-platform/native-integrations](https://supportbench.com/customer-support-platform/native-integrations)
- [supportbench.com/customer-stories](https://supportbench.com/customer-stories)
- [supportbench.com/support-blog](https://supportbench.com/support-blog)
- [supportbench.com/security-first-design](https://supportbench.com/security-first-design)
- [supportbench.com/our-story](https://supportbench.com/our-story)
- [supportbench.com/guides-and-whitepapers](https://supportbench.com/guides-and-whitepapers)
- [supportbench.com/contact-us](https://supportbench.com/contact-us)
- [supportbench.com/video-demos](https://supportbench.com/video-demos)
- [supportbench.com/psa-helpdesk-integration-guide-for-msps](https://supportbench.com/psa-helpdesk-integration-guide-for-msps)
- [supportbench.com/ai-customer-support](https://supportbench.com/ai-customer-support)

## Who uses it

- CISCO
- Attentive
- Wolseley
- ePass
- Waste Solutions
- WingGroup

Named on supportbench.com.

## Customer stories on its website

- [are: are case study](https://supportbench.com/customer-stories)
- [had: had case study](https://supportbench.com/customer-stories)
- [significantly: significantly case study](https://supportbench.com/customer-stories)

Links to the vendor's own pages. Results aren't repeated here until each one is checked against its page.

## Security and compliance

- SOC 2 Type II

---
Check the vendor's own site before relying on a detail. Corrections: directory@successbycs.com. Profile page: https://vendors.successbycs.com/vendors/supportbench