what is
ticket deflection
in one line
ticket deflection is resolving a customer's question through self-serve help before it turns into a support ticket.
ticket deflection means a customer who would have opened a support ticket gets their answer another way first. the ticket never gets created, so an agent never has to handle it.
the easiest tickets to deflect are the "how do i" questions: where is the setting, how do i export this, how do i add a user. they're repetitive, they have a known answer, and they pile up.
deflection done badly is just making it hard to contact support. deflection done well means the customer actually solved the problem, which is why it's worth measuring whether the self-serve path was completed, not just whether a ticket was avoided.
where heytappr fits
heytappr targets the "how do i" tickets directly by walking users through the answer on the live page, and its outcome funnel shows whether they actually finished the task.
see it in practice
related terms