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A new support request is counted as a ticket. Back and forth emails on the same support request do not increase the ticket count.
If you mark a ticket as Spam or Trash it (since it's a duplicate ticket), we don't count that ticket. Trashed tickets also don't show up in searches or history. To ensure fair usage, this waiver applies only if you spam/trash an amount of tickets lesser than your monthly ticket limit. Read more here
We use Stripe, a leading payment gateway to process payments. We don't store or even see your credit card details. Stripe stores them securely for us. Read more about their security standards and practices.
Not at all. You can cancel your subscription anytime. Your data can be exported out using our API.
Every email address that you forward emails from is counted as one email address. For example if you want to forward emails from support@example and firstname.lastname@example.org, you need two email addresses.
Groups are used to organize your support teams. When you assign a ticket to a group, all agents in that group are notified and any one of them can work on the ticket. We also offer reports on a group's performance. You need groups only if you have distinctive departments (like sales, marketing & refunds) in your company and you want the same structure in your SupportBee.
We don't stop importing your tickets. You will not be able to reply to the tickets without upgrading your account. If it's a temporary spike, you can write to us and we can bump up your limit for the month.