Customer support teams are the front line of every business—but they’re often stuck digging through outdated docs, switching tabs, and waiting on other teams for help. The result? Slower response times, higher ticket volumes, and frustrated customers.
Glean changes the game by giving support teams the tools they need to quickly find answers, learn from past cases, and deliver top-tier service without escalating every issue. It connects to the systems your team already uses and puts unified, trusted knowledge at their fingertips.
Challenges Faced by Customer Support Teams
Day-to-day, support agents face several time-consuming and frustrating challenges:
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Information spread across too many platforms (Zendesk, Confluence, Jira, Drive, Slack)
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High volume of repetitive tickets without good self-service tools
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Reliance on engineering for troubleshooting or product clarification
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Slow onboarding for new agents due to scattered documentation
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Difficulty keeping up with product and feature updates
Without a central source of truth and fast access to answers, customer satisfaction and team morale both take a hit.
Glean: A Smarter Way to Support Customers
Glean transforms customer support operations by making institutional knowledge searchable and usable. Agents can resolve issues faster, reduce their reliance on other departments, and even pre-empt escalations—all from within their existing workflow.
Provide Fast, Accurate Answers
Time is everything in support. Glean enables agents to:
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Search across platforms in natural language and get precise results instantly
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Use Assistant to generate customer-facing responses using internal knowledge and case notes
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Automatically identify resolution paths based on similar past tickets
Whether it’s a product bug or a ‘how do I?’ question, Glean helps agents deliver fast and consistent responses every time.
Troubleshoot Like a Pro—Without Engineering
Support agents don’t always need to escalate. Glean helps them:
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Search for past error codes and resolutions from Jira, Slack, or Confluence
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Identify who handled similar issues and what was done
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Use prebuilt Glean Apps to navigate troubleshooting workflows independently
This empowers first-line agents to go deeper and reduces the load on engineering.
Keep Up with Product Changes
In fast-moving environments, it’s easy to fall behind. Glean ensures agents:
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Always have access to the latest product and feature information
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Can browse collections of updates or receive AI-generated summaries
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Confidently communicate changes with accurate, friendly explanations
With Glean, everyone stays aligned without needing to chase product managers for updates.
Onboard New Agents at Lightning Speed
Hiring’s hard—onboarding doesn’t have to be. With Glean:
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New agents can self-serve answers and training materials from day one
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Managers can create custom onboarding collections with everything agents need
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Common queries and best practices can be embedded into prompt libraries for fast reuse
That means fewer mistakes, faster productivity, and a smoother handover process.
What Better Support Looks Like with Glean
Support teams using Glean have reported:
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Faster average resolution times and lower time-to-first-response
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Reduced escalations and improved self-sufficiency
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More consistent responses across the team
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Happier customers and more confident agents
Pro Tips for Support Leaders
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Embed Glean directly into your ticketing system (Zendesk, Service Cloud) for instant insights
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Create Glean Apps for recurring technical issues or policy questions
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Use feedback loops to improve prompt library relevance over time
Want Faster Support and Happier Customers?
Don’t let your support team struggle with scattered knowledge. Glean brings clarity, confidence, and speed to every interaction.
Book a consultation with Generation Digital to see how Glean helps support teams deliver world-class service.
Want to learn more?
- Learn how Glean supports Customer Success teams to reduce churn and act faster.
- For developers, Glean’s engineering use case speeds up debugging and cross-team collaboration.
- Explore how sales teams close deals faster with AI-powered knowledge.
- See how marketing teams generate and localise content at scale.