<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=482903392141767&amp;ev=PageView&amp;noscript=1">

How Glean Helps Customer Support Teams Resolve Issues Faster and Delight Customers

By Thomas Jones | April 1, 2025
Thomas Jones

AI glean

Customer support teams are the front line of every business—but they’re often stuck digging through outdated docs, switching tabs, and waiting on other teams for help.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:

  • Information spread across too many platforms (Zendesk, Confluence, Jira, Drive, Slack)

  • High volume of repetitive tickets without good self-service tools

  • Reliance on engineering for troubleshooting or product clarification

  • Slow onboarding for new agents due to scattered documentation

  • 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:

  • Search across platforms in natural language and get precise results instantly

  • Use Assistant to generate customer-facing responses using internal knowledge and case notes

  • 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:

  • Search for past error codes and resolutions from Jira, Slack, or Confluence

  • Identify who handled similar issues and what was done

  • 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:

  • Always have access to the latest product and feature information

  • Can browse collections of updates or receive AI-generated summaries

  • 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:

  • New agents can self-serve answers and training materials from day one

  • Managers can create custom onboarding collections with everything agents need

  • 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.

Glean Zendesk Customer Support AI

What Better Support Looks Like with Glean

Support teams using Glean have reported:

  • Faster average resolution times and lower time-to-first-response

  • Reduced escalations and improved self-sufficiency

  • More consistent responses across the team

  • Happier customers and more confident agents

Pro Tips for Support Leaders

  • Embed Glean directly into your ticketing system (Zendesk, Service Cloud) for instant insights

  • Create Glean Apps for recurring technical issues or policy questions

  • 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.

BOOK A CONSULTATION

Want to learn more?

AI glean

Subscribe to our blog updates