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Ticket Deflection:

The Key To Reducing Ticket Volume And Saving Agent Time

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Maximize Your Support
Team's Efficiency

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Ticket deflection has the powerful ability to increase your support team's efficiency by removing repeatable, tedious tasks from agent workloads and allowing them to focus on the more complex matters. This is because simple customer inquiries are redirected to self-service tools where they can be solved on their own - without creating another ticket that takes up valuable agent time.
Ticketdeflection screenshot 1 (1)
Ticket Deflection Through:

The Customer Hub

Ticketdeflection screenshot 1 (1)

As customers go to the Customer Portal to create a new support ticket, you have the option to offer Suggested Solutions, which are links to articles or similar, that answer common and simple inquiries. If the customer finds the solution they're looking for, the ticket is automatically closed and never created. 

chatbot ticket deflection example
Ticket Deflection Through:

Chatbots

chatbot ticket deflection example

The chatbots in our Messaging & Live Chat platform can recognize keywords in customer messages, which then trigger automatic responses that answer the question or provide links to articles that help. If the customer clicks on one of the links, their browser will automatically load article and the conversation isn't directed to a live agent. 

Ticket Deflection In an Email
Ticket Deflection Through:

Emails

Ticket Deflection In an Email

When responding to customer inquiries that are sent via email, agents can still save time by clicking on the Suggested Solutions button. When they do, related articles appear that can be shared with the customer as links or directly in the email copy - reducing time to resolution. 

ticket deflection in ticket
Ticket Deflection:

When The Ticket Was Already Created

ticket deflection in ticket

If the ticket has already been created, agents can still reduce their workload by using the Suggested Solutions tool. Similar to redirecting email inquiries, agents can use the tool to share solutions with customers in the form of links or with the content as the response - so they never have to take time to search for an answer. 

The average TeamSupport customer deflects 40% of their tickets to self-service options. 

TeamSupport
Actual Data

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Ready to increase your customer service team's efficiency? Schedule a demo today to see our ticket deflection tools in action and start saving time today!

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