New agents shadow for weeks before touching a ticket
"We cut new agent ramp time from 8 weeks to 4. They come out of onboarding actually knowing our product, our tools, and how to handle the top 20 ticket types. Managers can finally focus on quality coaching instead of basic training."
How JoySuite Accelerates Agent Readiness
Your best agents spend hours training new hires instead of helping customers. New agents memorize scripts but freeze on anything unusual. Product knowledge is scattered across wikis, macros, and tribal knowledge. Two months in, they're still escalating tickets they should handle themselves—and your CSAT is suffering.
Turn scattered knowledge into structured training
Upload your support content
Feed JoySuite your product docs, SOPs, macro libraries, help center articles, and sample tickets. The JoySuite assistant Dahlia analyzes everything and maps out learning objectives. Learn about Instant Upskilling →
Generate the onboarding path
Dahlia creates a structured learning path: product knowledge modules, tool workflow tutorials, ticket handling procedures, and de-escalation practice. Review and customize the content, timing, and sequence.
Assign to new agents
Assign the path to new hires with due dates. Agents work through modules at their own pace—reading, watching, practicing with simulated tickets, and proving knowledge with quizzes.
Track readiness and certify for go-live
Managers see exactly where each agent is: who's ahead, who's stuck, and who needs help. Certify agents for live tickets based on actual demonstrated knowledge—not just time in seat.
Key Features
⚡ Self-Paced Learning
New agents work through modules at their own pace with reading, videos, and interactive content.
🎯 Practice Scenarios
Simulated tickets let agents practice handling common issues before they touch real customers.
📊 Progress Dashboard
Managers see exactly where each agent is in training and who needs additional support.
🔄 Go-Live Certification
Certify agents for live tickets based on demonstrated knowledge, not just time in seat.
What you can feed it
JoySuite works with whatever you have—no need to polish your notes first.
SOPs & Runbooks
Your standard procedures
Macro Library
Pre-written responses
Help Center Articles
Customer-facing docs
Sample Tickets
Examples of good resolutions
Tool Guides
Help desk, CRM, admin panels
Escalation Policies
When and how to escalate
Adapt this recipe for your needs
Chat Support Track
Focused on live chat—handling multiple conversations, quick responses, and chat-specific tone.
Email Support Track
Focused on written communication—thorough responses, proper documentation, and professional tone.
Technical Support Track
Extended onboarding for technical products—troubleshooting workflows, log analysis, and bug reporting.
Tier 1 to Tier 2 Promotion
Bridge training for agents moving to advanced support—complex troubleshooting and escalation handling.
What you'll get
Here's a sample onboarding path with progress tracking:
Marcus Rivera — Day 18 of 28
Overall Progress: 72% Complete
Module Status
- ✅ Week 1: Company & Product Foundations — Complete (95%)
- ✅ Week 2: Tools & Ticket Workflow — Complete (90%)
- 🔄 Week 3: Common Issue Resolution — In Progress (60%)
- ⏳ Week 4: De-escalation & Edge Cases — Not Started
Practice Scenario Scores
- Password Reset Flow: 100%
- Billing Inquiry Handling: 88%
- Feature Request Routing: 92%
- Angry Customer De-escalation: Not attempted
Manager Alert: Marcus is progressing well on product knowledge but hasn't started de-escalation training. Consider pairing him with Priya for a shadow session on difficult tickets before Week 4.
Who This Is For
Support Team Managers
Track agent readiness and certify them for live tickets based on demonstrated knowledge.
New Support Agents
Learn product, tools, and ticket handling through structured, self-paced training with practice.
Support Operations Leaders
Standardize onboarding across the team and reduce ramp time while maintaining quality.
Training & Enablement Teams
Create consistent onboarding experiences without spending hours on manual training sessions.
Frequently Asked Questions
How does AI improve support agent onboarding?
JoySuite's AI analyzes your SOPs, help articles, and sample tickets to create structured learning paths. New agents practice with simulated tickets and prove knowledge through quizzes, so they're truly ready before handling real customers.
How long does it take to onboard new support agents?
Teams using JoySuite report cutting onboarding time by 50% or more. With structured, self-paced training and practice scenarios, agents reach competency faster than traditional shadowing methods.
Can I track agent onboarding progress?
Yes. The dashboard shows exactly where each agent is in their training path, their quiz scores, and which modules need attention. Managers know who's ready for live tickets based on demonstrated knowledge.
What types of support training scenarios are included?
JoySuite generates product knowledge modules, tool workflow tutorials, ticket handling procedures, and de-escalation practice scenarios customized to your support environment.
Does this work for technical support teams?
Yes. The Technical Support Track includes extended training on troubleshooting workflows, log analysis, bug reporting, and complex issue resolution for technical products.