Български 
Čeština 
Dansk 
Deutsch 
Eesti 
Español 
Français 
Ελληνικα 
Hrvatski 
Italiano 
Latviešu 
Lietuviškai 
Magyar 
Nederlands 
Norsk bokmål 
Polski 
Română 
Русский 
Slovenčina 
Slovenščina 
简体中文 
Tagalog 
Tiếng Việt 
العربية 
Português 
What is a ticket deflection?
Ticket deflection is a term used when a company utilizes the Customer Portal or Knowledge Base to provide customers with answers, even when their agents are offline. Knowledge Base is the perfect way to reduce load of tickets – the most common questions can be answered in a FAQ section or in any other category that the company creates.
This can be very useful because customers can also find the history of these issues and find solutions on their own. It’s especially useful in simple issues handled via it ticket systems, where the user can see the exact steps for solving a specific problem in the knowledge base. Knowledge Base is completely customisable and adaptable to the company needs.
Learn more about how your company can benefit from using Customer Portals and Knowledge Base.
Frequently Asked Questions
What is the definition of a ticket deflection?
Ticket deflection means that as a result of your company's use of the customer portal or knowledge base, the reduced number of tickets is sent to customer service agents. Ticket deflection ratio or Self-Service Score is the total number of customer self-service interactions divided by the total number of users who submitted support tickets. The higher the better.
How can you perform ticket deflection?
To ticket deflection, the company must maintain a customer portal or knowledge base. Then clients receive responses even when agents are offline. This is a great way to reduce incoming calls, especially if they are related to frequently recurring issues and questions.
What are the advantages of a ticket deflection?
The higher the ticket deflection ratio, the better. This means that the knowledge base or customer portal has enough substantive knowledge and the customer can solve the problem on his own, without the need to contact the service.
LiveAgent is a customer service software with features like complaint management, email management, and self-service software. It offers a free trial and GDPR-compliant policies. The ticketing system organizes and manages customer service requests to improve efficiency and provide real data insights. With features like universal inbox, CRM integration, and automation, LiveAgent's ticketing software helps improve response times and increase productivity.
What is a ticketing system: Definition, examples & features
What is a ticketing system, and how can it benefit your business? Discover its key features and real-life examples to boost your customer support operations.
Ticketing software LiveAgent is a highly recommended tool for improving customer service, communication, and support. It has helped businesses increase customer satisfaction and sales while saving time and improving productivity. Open tickets are crucial for efficient customer service, allowing clear communication between the customer and support team until the issue is resolved. LiveAgent's ticketing system can help streamline the process and ensure faster resolution times.
