Start well-prepared

The best onboarding process for your new customer support agents

Get off to a flying start in support! A 30-60-90-day onboarding plan can help make the start in the company as pleasant as possible for new colleagues and team members. With such a plan, managers set realistic expectations and clear goals to ensure that new employees can get started right from the beginning.

What this post is about

  • Acquire theoretical foundations right from the start
  • Understand day-to-day business
  • Gradually promote full integration
  • Ensure regular communication
  • Focus on establishing feedback conversations

New colleagues are inundated with a wealth of information, new processes and exciting products in the workplace. To prevent this deluge of input from overwhelming new hires, orientation aids and signposts serve as a lifesaver. With their help, both employees and team leaders can keep track, ensuring a smooth start without complications.

Communication about expectations and goals is the most crucial tool in this process, requiring regular updates between the parties, especially in the first three months. Each month demands a specific focus to establish clear structures and a goal-oriented perspective.

Initiation of Onboarding: The First 30 Days

With a roadmap for the initial three months, team leaders and supervisors keep the onboarding period for new team members in support in focus. For a soft start, the first 30 days should focus on learning everything about the company, its products or services, and its customers.

Understanding the framework is essential for contextualizing guidelines or actions. Through internal documents, knowledge repositories, and conversations with colleagues, newcomers gain a basic overview of the company and its organizational culture.

The primary goal in the first days is to establish the theoretical foundation, including training in the use of programs or process workflows. This goal of foundational understanding should be communicated in the initial workdays, anchoring the first review conversation after the 30 days to clear frameworks and tasks specific to your organization.

Acknowledging Progress: 60 Days in the Company

In the second month, team leaders build on the theoretical foundation and involve newcomers in day-to-day operations. Newcomers should independently handle initial tickets and take responsibility for more complex tasks. Patience and understanding for mistakes are undoubtedly essential managerial soft skills that come into play during this phase. In subsequent feedback loops, identifying recurring weaknesses or areas for improvement is advisable.

Within the 60-day timeframe, the learning process is still ongoing, allowing for optimizations of workflows, individual work approaches, and integration into the team to continue developing. Looking back on the second phase, adjustments can still be made, defining the goal setting for the third month of onboarding in your support team.

Grown into the Team: Support Agent after 90 Days

After 90 days, the onboarding process is typically completed, and the support agent can consider themselves a fully-fledged member of the team with all tasks and responsibilities. Routines and meetings are now part of the daily business, signaling to the employee that they are fully integrated. Without a doubt, mistakes may still occur, but any consequences must be taken on with a sense of personal responsibility.

A concluding discussion after the 90-day onboarding period helps to comprehensively outline tips, advice, and improvements. Additionally, the support agent is given the opportunity to express suggestions or feedback. It's crucial to seize this moment, as the relevant comments are still fresh and free from operational biases. Make sure to actively seek this input to continually review your internal workflows.

Promoting Communication: Answers Boost Motivation

In the initial stages, numerous questions arise from various sources. Engaging in conversations that provide facts is crucial to answering these questions honestly and in detail. Our tip: Document recurring explanations and contexts in an internal reference tool, such as the Zammad Knowledge Base or other guides.

These resources are particularly helpful for newcomers to quickly conduct independent research but should not replace communication or collaboration among colleagues. Regular feedback sessions and goal-setting create a straightforward process to familiarize employees with the company culture.

This, in turn, generates motivation and a desire for new agents to contribute. Clarifying uncertainties in the early stages and resolving misunderstandings creates a secure space for growth and paves the way for long-term collaboration.


Plan and make the most of three months for the onboarding of support agents! A warm welcome and a well-prepared workspace are just the beginning of an intensive onboarding phase. Team leaders must ensure that expectations and goals are aligned, providing the time needed to achieve them. It requires input and preparation from both sides, as a successful collaboration is a two-way street!

On a side note: For those eager to be part of our dynamic team and contribute to our innovative endeavors, Zammad currently has open positions. We are actively seeking passionate individuals who share our commitment to excellence in customer support and technology. Whether you're a seasoned professional or a talented newcomer, Zammad offers a collaborative and growth-oriented work environment. Explore our current job opportunities and join us on this exciting journey.

  1. Initiation of Onboarding: The First 30 Days
  2. Acknowledging Progress: 60 Days in the Company
  3. Grown into the Team: Support Agent after 90 Days
  4. Promoting Communication: Answers Boost Motivation
  5. Summary
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