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How do you balance customer transparency with internal efficiency?

Hi Freshworks community, I’ve been working on improving customer and employee experience in a small service-based setup, and one challenge I often face is maintaining transparency while keeping things efficient. For example, in customer support, Freshdesk makes it easy to keep all tickets and updates visible to customers — which builds trust. Similarly, for employees in the UAE, we found that offering small digital tools (like a simple gratuity calculator for end-of-service benefits) creates the same kind of trust. People feel more confident when they can quickly check details for themselves instead of waiting for HR or paperwork. It got me thinking: What methods or tools have you used inside Freshworks to balance speed + transparency? Do you usually give customers/employees direct visibility (like portals and dashboards), or do you keep it more internal to avoid confusion? I’d love to hear how others are handling this — any real-world examples would be really helpful. Thanks in advan

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