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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.
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.
❓Frequently Asked Questions
What is the Ticket Deflector in Document360?
The Ticket Deflector is a configurable form that helps users find answers in the knowledge base before submitting a support ticket. As users type their query, the system searches the knowledge base and surfaces relevant articles. If the articles don't resolve the issue, users can submit a contact form to raise a ticket.
Where can the Ticket Deflector form be placed?
The Ticket Deflector can be added to the knowledge base site's primary and secondary header navigation and the footer. It can also be embedded in other areas of the site using the deflector's link.
Does the Ticket Deflector integrate with helpdesk platforms?
Yes. The Ticket Deflector integrates with Zendesk and Freshdesk. When a user submits the form, a ticket is created in the configured helpdesk. Users also receive an acknowledgement email confirming their submission.
What analytics are available for the Ticket Deflector?
Document360 provides a Ticket Deflector analytics dashboard showing total searches, successful vs. unsuccessful search rates, most frequently selected questions, and the "Answered from Knowledge Base" metric, the number of queries resolved by suggested articles without a ticket being submitted.