SupportPal Reviews 

Amazing product - 100% Worth the money

The ticketing does everything we need in a non-trivial networking setup. A couple of hundred thousand tickets and zero performance issues. Support is always responsive and goes above and beyond.

This on-premise ticketing system offers a rich set of features that cover both daily support operations and more advanced enterprise requirements. It provides powerful macros and automation, flexible filters, and a fast, reliable search that makes working with large ticket volumes efficient and structured.

From a security and integration standpoint, it supports SAML and LDAP authentication, which makes it easy to integrate into existing corporate environments and identity management systems. The interface is intuitive, while still offering enough depth for advanced workflows, reporting, and customization.

Overall, it is a very strong alternative to osTicket, especially for organizations that want more control, better extensibility, and modern authentication options without moving to a fully cloud-based solution. Considering the breadth of features and on-premise deployment model, the pricing is very competitive, making it an excellent value for small to mid-sized teams as well as more demanding environments.

Been a happy client for many years (until now). With the release of version 5.x they split the Due Time into a "Reply Due Time" and "Resolution Due Time". This pigeon holes Due Time to mean only 2 things and has caused significant confusion within our organization because Due Time is not limited to Reply or Resolution. This opinionated decision has led us to start looking for a different ticketing system for fear that additional unannounced SupportPal opinionated decisions will cause similar issues for us in the future.

While support was quick respond it was basically, this is how it is, there is nothing we will do about it.

We have been around the houses looking for a support platform that offers the time tracking we need for our retainer offering, the client collaboration options, as well as having the autonomy of a self-hosted product. We are also not the biggest company in the world, so the price point is important to us.

Having arrived at SupportPal after literally years of research and the internal strife of changing between other expensive platforms, we are now entirely comfortable that we have found the support platform we need. Not only is it blisteringly quick, but the customer portal experience and operator experience are nicely honed for our use case...

...and then there is the SupportPal Support. Prompt, concise and helpful. When we have had a question (rare given that the platform is really that intuitive), they have responded within minutes, rather than hours or days, with a solution.

Overall, a fantastic application and we look forward to working with it for many years to come.

I switched from Kayako to SupportPal 2-3 years ago. It's only gotten better, and I've found their support to be top notch. It's a solid help desk product.

We used Kayako Resolve 4 for 10 years and had over 1.5 million ticket posts. It was stuck in Ubuntu so old our cloud service company would not back it up.

We chose SupportPal because it has a migration and also was a buy-once rather than recurring by technician.

The installation was smooth and well documented. The implementation is full of help messages that tell you what you need to do next. We ran the migration 3 times - learning with each phase. In the end we cut our ticket posts to 400k to finish the migration.

SupportPal was extremely helpful in giving us tips and code updates to make our SupportPal run the way my techs are accustom to. Sometimes it is easier to fix the tool than to train technicians, particularly while they are working. We handle about 150 tickets per day - so it was quite a headache to learn a new system even though nearly all our old info was migrated in.

It has now been two weeks, and none of my techs have said they liked the old system better. We are still learning, but we are confident that SupportPal will fullfill our needs in upcoming years. I'm happy that we have automated backups from our cloud host provider, and that our server is tightly secured. I'm also confident we will add a little bit of automation in the future to increase my staff productivity. 10 Stars.

We switched to supportpal just over a year ago, previously using Vision Helpdesk.

Had a few bumps in the initial switchover, however both Kieran and Jay, were extremely helpful in assisting us to figure out where we had gone wrong.

Having used supportpal for a period of time now, the system is rock solid and much faster than Vision ever was. The documentation is comprehensive and accurate.

On the occasions we have had to contact support, responses are timely and helpful, with the team even going as far as to assist in reviewing plugin code we have written, but having issues getting to work.

I can not hesitate to recommend SupportPal to anyone in need of a ticket /helpdesk system.