Ticket deflectionSelf-serviceKnowledge baseAutomation
Strategies to Increase Ticket Deflection Rate
workro desk team·5 min read·25 June 2026
What Is Ticket Deflection?
Ticket deflection is when users resolve their own issues without creating a ticket — through knowledge base, FAQs, or self-service tools.
Strategies
- Knowledge base: Top 20 articles covering 80% of common issues
- Self-service portal: Password reset, software request, status check
- Chatbots: AI-powered answers for routine questions
- Video tutorials: Screen recordings for complex procedures
- Community forum: Peer-to-peer support for non-critical issues
Measuring Deflection
Deflection rate = KB views / (KB views + tickets created). Target: 30%+ within 6 months.
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