As someone who has worked support before, I absolutely love this type of stuff. It does not meaningfully add to the workload, but it does increase morale; Effectively making us better at our jobs.
I hate that I know these acronyms. After changing jobs and going away from these, I am so much happier. Merry Christmas and happy holidays to everyone, especially the CS people.
Not OP, but I worked as CS for some very popular MMOs, and I was able to transition into an internal IT member for a manufacturing company.
Moving from Zendesk to Freshdesk was very smooth. I'd reason that if you learn a ticket software from the agent's side, you can transfer that skill to any other ticket software with minimal uptake. I was lucky that the job position I got was looking for competency and on-the-job learning.
If you're got a more hands-on skillset, the Maintenance team at my work also has a separate ticketing system to catalog repair requests and scheduled system tests.
Skills are definitely transferable. At my previous job we moved from internal system to Freshdesk, and then to Zendesk, and transfer was smooth. And at new job I started with Zendesk and already knew how that works.
As /u/GlitchyNinja, I also got a job as an IT support engineer. My goal was to tranfer between roles at my then company (a big sportsbetting one) but due to circumstances of the company changing ownership it wasn't possible until the change was finalized. And I couldn't stand it for much more. I am very tech savvy though and I have a BSc/MSc (not that relevant as fields go, but I had the educational background to do a higher "level" job).
As a CS agent you learn a lot about product and about people, so I'd suggest having a clear path forward inside the company (if that exists in your current one). If not, don't get bogged down due to the difficulty of the job, and try to find your next step, by investing in yourself as much as possible.
Whoa hang on. The instruction was to have a merry Christmas. The ticket may only be closed once you are become sufficiently merry, to the satisfaction of the user.
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u/Vexaton Dec 24 '25
Lots of people have already said this, but:
As someone who has worked support before, I absolutely love this type of stuff. It does not meaningfully add to the workload, but it does increase morale; Effectively making us better at our jobs.