Support Ticket Deflector

If the right article isn’t available, the system guides users through personalized troubleshooting or lets them raise a contextual query directly from your knowledge base.

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Trusted by thousands of businesses across 150+ countries

Personalized Troubleshooting Guides

Custom configure adaptive pathways that guide readers through targeted questions.
Narrow down issues faster and reach the right solution without agent intervention.
If resolution is not accessible, users can submit queries from the knowledge base itself.

Support that works smarter, not harder

Connect with helpdesk tools

Native integrations with platforms like Zendesk, Freshdesk, and more.
Automatically assess queries and classify them before they become tickets.
Reduce repetitive tickets and shorten resolution times for escalated cases.

Analytics that drive action

Track deflection rates, search terms, and unresolved queries.
Identify knowledge gaps and create targeted content.
Measure ROI with insights that tie directly to reduced ticket volumes.

Embed the deflector

Place the assistant inside your knowledge base menu for easy access.
Keep resolution just one click away for your readers.
Simplify the user journey while increasing self-service adoption.

Turn every query into an opportunity, not a ticket

Without Document360

Every unresolved question leads to a support ticket, adding to costs.
Agents spend hours on repetitive, low-value tickets.
Limited visibility into what customers are struggling with.
High ticket backlog slows down response times and lowers CSAT.

With Document360

Many queries are resolved directly within the knowledge base.
Agents now focus on high-priority and complex cases.
Analytics highlight knowledge gaps.
Deflection reduces support ticket volume and drives customer satisfaction.

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Drive strategic outcomes across your organization

Customer Support & Service Agents

By deflecting repetitive questions, agents free up bandwidth to focus on complex, high-priority issues.

Technical Writers

Writers can track which articles successfully deflect tickets and identify knowledge gaps through analytics.

Knowledge Base & Documentation Managers

Managers gain insights into deflection success rates and user queries, enabling them to refine knowledge strategies.

IT & Systems Administrators

Admins ensure seamless integrations with tools like Zendesk and Freshdesk, keeping ticket workflows smooth.

Product Managers

By analyzing top unresolved queries, product managers spot gaps in documentation and the product itself.

Real rating, from real users

Rating 4.7

>3000 reviews