Supportbench Boosts Ticket Management with AI, SLA Controls, and Custom Dashboards
Supportbench has upgraded its ticket management system to better serve B2B support teams. The platform now includes AI-powered ticket routing, flexible SLA controls, and customizable dashboards, helping teams handle growing ticket volumes without added complexity. The Customer 360 feature offers agents a complete view of past interactions, service levels, and account history, all accessible from a single screen.
New additions like customizable client portals and advanced knowledge base tools improve both self-service options for customers and efficiency for support agents. These enhancements help teams manage more tickets with higher stakes using automation and actionable performance insights.
“Our agents can now effortlessly manage thousands of emails daily, thanks to the platform’s ease of use and accuracy,” says Eilis Byrnes, Customer Service Manager at Wolseley.
AI-Driven Ticketing and Workflow Automation
Supportbench’s AI-powered ticket routing streamlines issue assignment and prioritization. It offers real-time tag suggestions, automated prioritization, and smart ticket assignment to reduce manual work and prevent triage backlogs. As ticket volume grows, high-priority issues get immediate attention while routine requests are routed efficiently to the right team members.
The system learns from past data and customer behavior, continuously improving routing accuracy to save time and maintain consistent handling across all tickets.
SLA and Support Level Management
The upgraded SLA management tools let support leaders define multiple service levels based on customer tier, contract type, or issue priority. Real-time SLA tracking and automated escalation alerts help teams stay on top of deadlines, notifying agents and managers before response or resolution times are missed.
This proactive approach reduces the risk of SLA breaches and builds customer trust. Managers can monitor SLA compliance across teams and clients, making it easier to meet performance targets reliably.
Customer 360 and Unified Profiles
Supportbench’s Customer 360 feature consolidates every ticket into a single customer profile with complete account history, prior interactions, service levels, and assigned teams. This unified view eliminates the need to switch between tools or search through old emails, allowing agents to respond faster and more accurately.
Support leaders gain insights into customer health throughout the lifecycle, helping manage high-value accounts and maintain service quality as teams expand.
Dashboards and KPI Scorecards
The platform now offers fully customizable dashboards where managers can create real-time views aligned with their team’s goals. Drag-and-drop widgets provide quick access to metrics like ticket volume, agent workload, SLA compliance, and customer satisfaction trends.
Pre-built KPI scorecards track essential benchmarks such as first-response times, resolution rates, and CSAT scores. These insights enable leaders to identify bottlenecks, recognize top performers, and address issues before they escalate. Dashboards scale across team and leadership levels, eliminating reliance on third-party analytics tools.
Custom Portals and Knowledge Management
Supportbench allows organizations to build branded customer portals for ticket submissions, status updates, and self-service resources. These portals reduce ticket volume by empowering customers to solve common issues independently.
Internally, the knowledge management system supports both agents and customers. AI-driven article suggestions surface relevant content based on ticket context, speeding up issue resolution and continuously improving knowledge base accuracy. This approach keeps documentation organized and accessible, turning knowledge management into a practical asset for growing support teams.
Moving Forward with Smarter Support
Supportbench’s latest update helps B2B support teams manage growing service demands without adding complexity. By combining automation, SLA controls, performance dashboards, and full customer visibility, the platform enables teams to scale operations efficiently and confidently.
Support teams interested in exploring these features can request a personalized demo to see Supportbench in action.
About Supportbench
Supportbench is a B2B customer support platform focused on managing complex service operations through AI automation, SLA controls, dynamic dashboards, and comprehensive customer profiles. Built for mid-market companies, it empowers support teams to deliver scalable, high-performance experiences across all channels.
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