# Supportbench

Supportbench is customer support software for B2B support teams. It combines account-aware ticketing, dynamic SLAs, multi-tier escalations, health scoring, surveys, a knowledge base and AI assistance in one platform. It is sold per agent per month in two plans, Professional and Enterprise, with onboarding included.

Page: https://slateindex.ai/brand/supportbench · data of 2026-11-03

## Facts

- Founded: 2015
- Headquarters: Vancouver, British Columbia, Canada
- Employees: 11–50
- Company type: Private, venture-backed
- Latest funding: Seed
- Deployment: Cloud-based
- Best for: B2B support teams stuck between basic help desks and enterprise suites, especially mid-sized B2B SaaS teams that need account context and SLA control.
- Compliance: SOC 2 Type II

## Products

- Ticket Management: Unified agent workspace with company, contact and history context beside every case.
- SLA Management: Dynamic, multi-level SLAs built from any data point on the case, account or asset.
- Escalation Management: Multi-tier escalations with templates, de-escalation handoffs and a full audit trail.
- AI & Intelligent Automations: AI Copilot, case summaries, suggested replies, translation and escalation drafts, included in every plan.
- Knowledge Base: KCS workflows with case-to-article linking, AI article drafts and approval workflows.
- Health Scoring and Surveys: Account risk scoring alongside CSAT, NPS and CES surveys connected to support history.
- Email Management: Email handling with unlimited inbound addresses, aliases and outbound volume.
- Reporting: Dashboards and 35+ KPI scorecards, with reports available in plain language.

## Rankings

| Category | Rank | Visibility | Mentions |
|---|---|---|---|
| Help Desk | 20 of 37 | 2.3 | 6 |

## By engine

| Engine | Visibility | Mention rate |
|---|---|---|
| chatgpt | 1.9 | 7.4% |
| google_ai_mode | 1.1 | 3.7% |
| perplexity | 3.9 | 11.1% |

## Definitions

- Visibility (0–100): how often and how high AI answers name the brand, weighted by position.
- Mention rate: share of collected AI answers that name the brand.
- Share of voice: the brand's mentions as a share of all brand mentions in the category.
- Citation authority: share of answers naming the brand that cite the brand's own site.

Cite as: SlateIndex, “Supportbench AI visibility profile”, https://slateindex.ai/brand/supportbench, data of 2026-11-03. Licence: CC BY 4.0 (https://creativecommons.org/licenses/by/4.0/).