How to reduce support ticket backlogs in 2025?

Support teams handle an overwhelming number of customer queries every day. When support agents can’t quickly find the information they need, response times slow down, customer frustration rises, and unresolved tickets pile up.

Traditional methods — manually searching knowledge bases, navigating multiple tools, and waiting on internal teams — are time-consuming and inefficient. To stay ahead, companies need smarter solutions that empower support agents to resolve issues faster.

How Glean reduces ticket backlogs

Glean’s AI-powered enterprise search and automation capabilities help support teams resolve tickets efficiently by providing real-time, relevant information across integrated platforms. Here’s how:

1. Instant access to the right information

Glean’s knowledge graph connects knowledge bases, ticketing systems, and communication tools, so support agents can instantly find accurate, up-to-date information.

• Seamlessly integrates with tools like Zendesk, Salesforce, Slack, and Confluence.
• Delivers personalized search results based on an agent’s specific context.

2. AI-powered ticket resolution

With Glean Apps, teams can build no-code AI agents that retrieve relevant ticket history, past resolutions, and knowledge base articles in seconds.

• AI agents surface related solutions from previous tickets.
• Customers receive real-time, personalized responses with minimal agent intervention.

3. Faster collaboration across teams

Support tickets often need escalation to engineering, product, or customer success teams. Glean streamlines this process by providing instant access to relevant documentation.

• Support agents find answers without waiting for internal responses.
• AI-powered summarization condenses key context for faster escalations.
• Glean Actions automates ticket creation and tracking in Jira and other tools.

4. Reducing repetitive tickets with self-service

The best way to reduce ticket volume? Empower customers to find answers on their own. Glean enhances self-service capabilities by surfacing the most relevant help articles through AI-powered search.

• Customers quickly find solutions without needing to submit a ticket.
• AI-generated responses improve self-service experiences.

5. Boosting agent productivity with AI summarization

Glean Assistant helps support agents summarize lengthy documents, ticket history, and conversations to deliver faster, more accurate resolutions.

• Summarizes multi-threaded conversations into quick insights.
• Provides structured responses, eliminating guesswork.

Measurable impact on ticket backlog reduction

Companies using Glean see real results fast:

Confluent

• 15k+ hours saved monthly across all Confluent employees who used Glean
• +13% increase in Support teams ESAT results about information access

"Without Glean, it would be very tiresome to search across resources and find required results. [Glean] reduced time to investigate a ticket by 5-10 minutes each, and sped up the time to respond to customers by at least 5 minutes." 

Pulkit Bhardwaj, Technical Support Engineer at Confluent

Wealthsimple

• 98% of employees have utilized Glean to find crucial knowledge
• $1.03M in yearly cost savings as a result of the time saved with Glean

"I love Glean so much — it's been my lifesaver! Whether I'm on a call with a client or trying to solve a complicated ticket, it’s my go-to," 

Helena Daoud, Registered Investment Agent at Wealthsimple

Webflow 

• 65% of Webflow employees regularly leverage Glean for knowledge discovery
• 3x return on investment from the time collectively saved by leveraging Glean

"What makes Glean's search functionality so incredible is its ability to index Slack, Zendesk, Jira, Confluence, Google Drive, etc., all at once. With ticket work specifically, Glean allows me to quickly uncover insights buried within older Slack messages and Zendesk so that I can tackle needs even faster. I love it!"

Steve Rouse, Technical Customer Support Specialist at Webflow 

Conclusion

Support teams don’t need to work harder to keep up with ticket backlogs — they need smarter solutions that stop inefficiencies before they become problems. AI-powered search and automation don’t just speed up responses; they reduce repetitive work and give agents more time to focus on complex issues.

When agents have instant access to the right information, they resolve tickets faster. When customers can find answers on their own, they don’t have to submit a ticket at all. Together, these solutions transform support from reactive to proactive.

The best support teams aren’t the ones buried in tickets. They’re the ones using AI to stay ahead of them.

See how Glean helps support teams resolve tickets faster and reduce backlogs — book a demo today!