helpdash Support operations
Ticket Deflection
Resolving customer questions via self-service — a knowledge base or help center — before they turn into an agent-handled ticket.
Ticket deflection is the share of customer questions answered by self-service — a knowledge base, help center or automated answer — so they never become a ticket an agent has to handle. Higher deflection means your team spends its time on the issues that genuinely need a human.
The foundation of deflection is a well-maintained knowledge base surfaced at the right moment (in the widget, portal or search). Helpdash pairs a multi-locale knowledge base with the support inbox so answers are easy to publish and reuse.