Faq Management Software

One downside of Zoho Desk is that the interface can feel slightly complex at first, especially for new users. There’s a learning curve when setting up workflows, Blueprints, and advanced automations.

Reporting, while powerful, can sometimes require extra configuration to get exactly the view you want. Some advanced customizations may also need workarounds or API usage instead of being fully configurable from the UI.

Additionally, performance can occasionally feel slower when handling large volumes of tickets or complex layouts.

Overall, it’s a strong tool, but initial setup and optimization can take time. Review collected by and hosted on G2.com.

Zoho Desk solves the problem of scattered and inefficient customer support management. Before using it, handling tickets across email, calls, and other channels can become unorganized and hard to track. Zoho Desk centralizes all customer interactions into a single platform, making it easier to manage, prioritize, and respond efficiently.

It also helps automate repetitive tasks like ticket assignment, follow-ups, and SLA tracking, which reduces manual effort and human error. This improves response time and ensures accountability within the team.

As a result, it benefits me by increasing productivity, improving visibility into team performance through reports and dashboards, and ultimately enhancing customer satisfaction through faster and more consistent support. Review collected by and hosted on G2.com.

Sometimes visual customization could be more flexible, and some more complex flows end up requiring manual adjustments. I also miss more in-depth reports to understand in detail the impacts of the guides and user behavior. Review collected by and hosted on G2.com.

I use UserGuiding to create guides, update customers about changes, and promote actions. It reduces product friction by guiding users from the start, facilitates the understanding of features, decreases questions, and reduces dependency on support. Review collected by and hosted on G2.com.

The Catch:

The “Salesforce Tax”: It’s expensive, and nearly every “cool” AI feature comes as a pricey add-on that can quickly inflate your monthly bill.

Complexity: This isn’t “plug-and-play.” In practice, you’ll usually need a dedicated admin or a consultant to keep everything running smoothly.

Bloat: The interface is undeniably powerful, but it’s also heavy. It can feel “click-heavy,” and it may run slowly on older hardware.

The Bottom Line: It’s a great fit for large companies that need to scale complex support operations, but for smaller or simpler teams it can easily become “expensive overkill.” Review collected by and hosted on G2.com.

Salesforce Service Cloud eases the headache of fragmented customer data and manual, slow-moving support workflows by bringing every communication channel together into a single “source of truth.” This gives you a true 360-degree view of your customers, so your team can deliver personalized help right away instead of losing time digging through old emails or jumping between disconnected systems. With AI-driven automation and self-service portals, the platform reduces repetitive “busy work” and automatically routes more complex cases to the right experts. In the end, it helps shift your support team from a reactive function to a faster, more efficient operation—leading to quicker resolutions, lower overhead costs, and stronger customer loyalty. Review collected by and hosted on G2.com.

One thing I dislike about Fin by Intercom is that the quality of its answers depends heavily on the knowledge base. If the content isn’t well organized or kept up to date, the responses can end up being inaccurate or misleading. I’ve also found that, in some cases, the customization options feel limited. Review collected by and hosted on G2.com.

Fin by Intercom helps address high customer support volume by using AI to automate responses to common questions. By handling repetitive issues, it reduces the need for human agents to step in for routine requests. For me, this means saving time, lowering support costs, and freeing up agents to focus on more complex customer problems that require a human touch. Review collected by and hosted on G2.com.

My one regret is that I didn't engage with Helpjuice sooner... Review collected by and hosted on G2.com.

Redesigning our new Knowledge Base Review collected by and hosted on G2.com.

While Zendesk is powerful, the pricing can become expensive as your team grows or when adding advanced features. Some useful capabilities are locked behind higher-tier plans, which can make scaling costly. The initial setup and customization can also feel complex, especially for smaller teams without a dedicated admin. Additionally, the reporting configuration sometimes requires extra effort to get very specific insights without using add-ons. Review collected by and hosted on G2.com.

Zendesk helps centralize and streamline customer support by bringing all communication channels—email, chat, and web forms—into a single ticketing system. This eliminates scattered conversations and improves visibility across the team. It also solves response time issues through automation, triggers, and SLAs, ensuring that tickets are routed and prioritized correctly. As a result, we benefit from faster resolution times, improved customer satisfaction, better workload management, and data-driven insights through reporting and analytics. Overall, it creates a more structured, scalable, and efficient support process. Review collected by and hosted on G2.com.

I wish we could filter or create folders for inbox emails by subject, sender, etc. Review collected by and hosted on G2.com.

1. Knowledge Base: We created Knowledge base articles for Sales and Production teams (with restricted access) and clients, as well.

2. Tickets:

a. We created an automated Ticketing system for every email we receive from clients. Each email is automatically assigned to a production representative who is the 'Contact owner' for that client.

The designated production representative can use the Service Ticket dashboard to move tickets through different stages of a ticket resolution pipeline made using Workflows, until the ticket is 'Closed', which removes the ticket from the Tickets dashboard.

b. Onboarding: We have created a different pipeline for Onboarding clients, which generates a ticket for the production manager every time the sales team signs up a client. The production manager can assign the onboarding ticket to a team member, who then moves the ticket along the pipeline's stages until it's marked as 'Closed' using the tickets dashboard.

3. Reports: A production manager can create and access the production Ticket dashboard in Reports to see how each team member or the entire team is performing in terms of ticket management. Review collected by and hosted on G2.com.

Honestly, nothing stands out as a real downside at the moment. Breakout’s been doing exactly what we brought it in to do - smooth integration, great real-time insights, and seamless execution. No complaints so far! Review collected by and hosted on G2.com.

Intelligence and ability to take action on website visitors Review collected by and hosted on G2.com.

Nothing major. We might be missing some features (mainly email notifications when something is tagged), but those are part of a higher-tier plan, and we understand that. Review collected by and hosted on G2.com.

Our company spent a long time searching for a helpdesk solution that would meet our specific needs. For over 10 years, we relied on a tool with a Gmail-style interface. However, we gradually realized the need for a solution that would better align with our current workflow and the demands for automation, transparency, and efficient communication management in 2026. We were looking for a system that would adapt to us—not the other way around. We also highly valued the option to switch the interface to Czech, which made the adaptation process much easier for the entire team. The implementation was seamless. Minor third-party assistance was only necessary to address our highly specific requirements, not due to any limitations of the system itself. Today, thanks to Freshdesk, we have better-defined processes, a higher level of automation, and greater visibility across all communications. Overall, we are very satisfied with the solution. Review collected by and hosted on G2.com.

we would appreciate expanded technical documentation to accommodate language support for our diverse team. Review collected by and hosted on G2.com.

It delves deep into our vast data repositories, encompassing various file formats, databases, and cloud-based storage. The ability to retrieve information from different sources under a unified platform has vastly improved our team's productivity and streamlined our workflows. Review collected by and hosted on G2.com.

I feel the search logic could be improved. It would be helpful to have a feature allowing for voice input, considering we use headsets. Typing can be a hassle, so implementing voice messages could benefit our agents. Review collected by and hosted on G2.com.

I use Knowmax to streamline the seller support process as a centralized intelligence hub, handling complex queries efficiently with its decision tree, ensuring our agents maintain a high seller experience. Review collected by and hosted on G2.com.

While Mihup performs very well overall, the initial configuration for large datasets can take some time, especially when aligning data formats from different sources. Some of the more advanced analytics settings could also be made a bit more intuitive. That said, once everything is configured, the system runs smoothly with minimal manual effort. Review collected by and hosted on G2.com.

Mihup helps us automatically analyze customer conversations, identify sentiment, and detect trends that would be impossible to catch manually. It has drastically reduced QA time and improved agent performance, since managers can now focus on specific issues highlighted by the system instead of reviewing random samples. The real-time feedback and insights have also improved customer satisfaction and helped us make data-driven decisions in our communication strategy. Review collected by and hosted on G2.com.

One thing I dislike about Twixor is that some of the more advanced customization options require deeper technical knowledge, especially when you’re integrating with complex backend systems. Although the platform is user-friendly for setting up basic flows, troubleshooting those integrations can sometimes be time-consuming. I also feel the documentation could be more detailed in certain areas, which would make it easier for new team members to get up to speed and onboard faster. Review collected by and hosted on G2.com.

Twixor helps us handle high volumes of customer conversations across multiple channels without having to increase the size of our support team. Before using Twixor, many routine customer requests were managed manually, which often led to delays and inconsistent responses. After implementing Twixor, we were able to automate repetitive support workflows such as FAQs, order status checks, and appointment bookings. This has significantly reduced response times, improved consistency in the service we provide, and freed up our support agents to focus on more complex customer issues. As a result, we’ve seen better customer satisfaction along with higher operational efficiency. Review collected by and hosted on G2.com.

Honestly, there isn’t much we dislike about Livepro. They’re very open to feedback and consistently improving the platform with regular updates, which we really appreciate.

If I had to identify one area for improvement, it would be the review process for Rockets. In our case, Rockets contain a large amount of our content, and this information needs to be reviewed regularly by multiple departments to ensure accuracy. While Livepro has a great auto‑review feature that sends reminders to departments, Rockets currently can’t be set up for multi‑department auto‑reviews. This means we still need to manage a lot of manual follow‑ups to ensure the right areas review their sections of content.

Another limitation is that Rockets don’t currently support review comments, which makes it harder for departments to provide feedback directly within the review workflow. I know this is already on Livepro’s improvement roadmap, so hopefully we’ll see enhancements in this space in the future. Review collected by and hosted on G2.com.

Livepro has helped us overcome several major problems we experienced with our old knowledge base. Previously, our system had no clear structure, no consistent templates, and information was scattered and ad‑hoc, making it difficult for staff to know whether they were accessing the correct or most up‑to‑date content. We also had no reporting capabilities, which meant we had very limited visibility over how our knowledge base was being used.

Livepro’s reporting tools have made a huge difference. We can now identify knowledge gaps by tracking “no result” searches, helping us add missing terminology or create new content where needed. We also have better insight into which articles are being viewed most often and how frequently, which supports ongoing improvements. The ability to repair broken links instantly, without waiting for agents to report them, has also been a major improvement.

Since transitioning from our old knowledge base to Livepro, our average handle times have decreased significantly. Staff can locate information much faster and have far more confidence that the content is accurate and consistent. This has led to better customer experiences and more efficient service delivery overall. Review collected by and hosted on G2.com.

Did not find anything to dislike. If your needs are complex, make sure to work with the DC team. They are quite resourceful and their platform is quite flexible to address many different scenarios. Review collected by and hosted on G2.com.

We automated support for common issues. One of the major win was automating Returns Management. Review collected by and hosted on G2.com.

One thing that I do not like is the "Rules" engine can be a little hard to configure if you have more advanced workflows. If you are trying to do very advanced branching, the UI feels somewhat limited relative to a full-fledged flow builder. Finally, while the reporting dashboard provides basic KPIs, if I am looking for deep machine level analysis or sentiment trend mapping, I tend to export out via REST API and consume in my Python notebooks. The session timeout also needs to be a little less aggressive; it occasionally logs the agents out before they finish their long, most of the time even on mid case. Review collected by and hosted on G2.com.

We placed the Bot in a state of "Frustration." Many customers do not like speaking with bots because they are too rigid. We are building a more conversational AI with Gladly that gets intent and sentiment. The advantage for me is the feedback loop. Gladly makes it easy to see when the AI fails and we can then update the “Guides” or the “Answers” within minutes in most cases. In the first few months, it is decreasing the Tier-1 support volume by almost 40-50%. This filters the fray out for human agents so that they only have to deal with high-value problems heavy enough to require a consultant's brain. Review collected by and hosted on G2.com.

Pretty boring UI and seems to be pretty basic in features although it doesn't need to do much. Review collected by and hosted on G2.com.

Allows all teams to access knowledge base and collaborate. Review collected by and hosted on G2.com.

Enchant it seems is still in it's early days with call handling and sms. They have no IVR support, and there are some issues I have with the interface on how to easily initiate a new call or sms to a customer. I have been assured that some of these issues will be resolved in coming builds. But this is only a small sacrifice over what we have gained by leaving freshworks. Review collected by and hosted on G2.com.

Enchant is helping us keep all our customer communications in one place. This is critical for our business model, to be able to review a customer's experiance across multiple channels. Review collected by and hosted on G2.com.

I wish I could see more under the hood of what's going on with the Glia virtual assistant. Being able to really see what is triggering some responses, rather than just trusting what the bot is understanding, would be helpful. Sometimes it's like flying by faith and not really getting down to the nitty gritty, which might be helpful when dealing with some customers' issues. Review collected by and hosted on G2.com.

I use Glia to manage inbound requests from our online banking, letting us quickly answer simple questions without human help, reducing response times for frequent inquiries. Review collected by and hosted on G2.com.

The web interface doesn't always chime when a chat comes in if the tab is not in focus and when you finally do switch to that tab, you get blown up with all the chimes from the chats. I recommended a solution for them to fix. Review collected by and hosted on G2.com.

I really support my customers and am always there for them. This support system makes it super easy. Notifications are instant so I can get in touch with my customer within seconds. Review collected by and hosted on G2.com.