title: "Comment réduire l’arriéré de tickets de support en 2025 ?"

Customer support teams often face a significant and growing backlog of tickets, leading to slower response times and decreased satisfaction. AI-powered enterprise search and generative AI assistants can address this challenge by helping agents find accurate information instantly across all company data sources. This technology reduces the time spent searching for answers, allowing agents to resolve issues more quickly and efficiently. Furthermore, AI can power self-service portals, enabling customers to find solutions on their own and deflecting tickets from the support queue. The Glean platform is highlighted as a tool that provides this contextual AI assistance to streamline support operations.