Some support teams have just barely enough people to cover their hours or their ticket volume. But some teams have the luxury of not being so bootstrapped. If that’s you, you may be wondering what your support agents should be doing with their time, when not answering tickets.

Well…. the answer is many, many things! These tasks are not filler, fluff, or frivolity. They are key and core to not only supporting your users and your business, but supporting your team as growing individuals on unique career paths.

Below is my brainstorm of ideas to get you started. Choose what works for your company, and leave the rest!

1. documenting things you should have been documenting all along but never did
2. recording screencasts, videos, gifs, and taking screenshots for help articles
3. researching how to write great help articles
4. writing and maintaining a great knowledge base
5. writing and maintaining great canned responses
6. learning how to become a power user of the various softwares you use
7. thoughtfully considering and reconsidering how you use tagging
8. analyzing trends in support data each week/month/quarter/year
9. onboarding new customers
10. digging through logs to find errors and proactively reaching out to customers who were too frustrated to reach out to you
11. conducting user interviews to get more info on expectations and use cases before building a new feature, or fixing an existing one
12. researching how to do that well
13. keeping track of feature requests and finding the best way to do that
14. writing detailed bug reports and keeping all issues organized and prioritized
15. reading great articles posted in this slack community
16. writing great articles about support, your product, your industry, stellar customer interactions, etc
17. preparing to speak at a conference
18. learning html, css, and javascript so you can understand the error console better, and better communicate with the tech teams
19. learning how to write well
20. learning nonviolent communication
21. researching support tools that will better help everyone do their jobs better/faster/more consistently
23. watching Full Story sessions to learn more about how your customers think and act
23. reading awesome support books
24. learning more about your industry, or what your users are experts in
25. asking other departments what support can do better, what they wish they knew more about when it comes to our users, where their pain points are with interdepartmental communication, and working to help solve those problems
26. planning a dope team party/retreat/scavenger hunt
27. delighting long-term users, power users, and users in online forums with thoughtful hand-written notes, gifts, random acts of kindness, etc
28. learning about accessibility, diversity, inclusivity, sensitivity, and teaching your teammates how to apply this to their everyday support conversations
29. preparing for a future specialization, promotion or career path by learning new skills, being mentored, or mentoring others
30. really thorough QA

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