Efficient Troubleshooting with Glean

This document provides a concise and efficient method to quickly identify suggested next steps for a customer support ticket using Glean. This process enables seamless integration of various knowledge sources to streamline the troubleshooting experience.

Step 1

Begin by opening an existing ticket where Glean will initiate its analysis. Glean will swiftly review and suggest potential next steps for the ticket, ensuring a quick resolution.

Step 2

Glean examines the ticket, summarizes the information, and uniquely generates and executes search queries across all company knowledge. This feature is not confined to information in run books or knowledge bases. For instance, if there was a relevant Slack conversation within the engineering team that occurred recently, Glean will retrieve and incorporate this information into the response.

Step 3

Within seconds, Glean provides a set of next steps. As a support agent, you can implement these suggestions efficiently. Furthermore, Glean can be embedded within your existing ticketing system, offering assistance for every ticket.

Step 4

Glean is integrated with Zendesk, ServiceNow, and ServiceCloud, providing versatile support across these platforms.