Accessing the ticket deflectors in portal
  • 13 Jan 2022
  • 5 Minutes to read
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Accessing the ticket deflectors in portal

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    Light
  • PDF

Ticket deflectors help reduce the volume of support tickets by resolving customer queries with self-service support.

Here is a quick walkthrough video on how to configure the ticket deflector.


Ticket deflector on the Knowledge base portal

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Ticket deflector limit

There is no limit on the number of ticket deflector forms that can be added to the project. Similarly, there is no limit on the number of forms that can be set as Online.

Accessing the ticket deflectors overview page

  1. From the Document360 portal, click on Settings → Knowledge base site → Ticket deflectors
  2. The list of already added ticket deflector forms (active and inactive) would be displayed on the ticket deflectors overview page (if any)
  3. If accessing the ticket deflector option for the first time, create a new ticket deflector form by clicking on the Add ticket deflector button.
  4. Already added ticket deflector forms (active/inactive) can be modified or removed from the ticket deflectors overview page

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This page shows information about the ticket deflector forms, such as

  • Title - The title given for the ticket deflector form
  • Status - Denotes whether the ticket deflector form is online or offline. Use the toggle to switch on or off
  • Last modified by - The team account that has last updated the settings or content in the ticket deflector form
  • Last modified date - The date when the ticket deflector form settings or content was last updated
Note

Currently, ticket deflectors can only be configured for the main version of the project and its languages.

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Ticket deflector controls

Hover the mouse pointer over the ticket deflector form, and the different controls available are displayed.

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a. Copy link

Click on this icon to copy the link to the ticket deflector form. This copied link can be used to access that respective ticket deflector form from anywhere on the web. This copy link option is enabled only on ticket deflector forms that are online.

For instance, the link can be copied and plugged in on any of your companies websites, social media, or any third-party platforms that you use. If your customer clicks on the link, they can access the ticket deflector form on your knowledge base site.

b. Clone

Click on this option to clone the existing ticket deflector form with its settings, questions, and other content.

For instance, you want to create an identical ticket deflector form, but vary on a few steps and questions. Using the clone option, you can create a replica of the online form and edit the form to match your requirement.

c. Preview in knowledge base

Click on the preview option to look at the ticket deflector form in action on the knowledge base site. The entire interface of the selected ticket deflector form can be experienced. This preview can help review the form content, flow, and logic before taking the ticket deflector form live.

d. Edit

Click on this option to edit the settings, flow, questions, content, and links in the ticket deflector form.

e. Delete

Click on this option to delete the ticket deflector form from the knowledge base. A Delete confirmation prompt appears; click on Yes again.
The delete option is disabled if the ticket deflector form status is online. Switch the form to offline mode to delete it.


Ticket deflector on the Knowledge base site

The live ticket deflector form can be added and accessed on the knowledge base site's header, footer, and menu sections.

In header navigation

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In the knowledge base portal

  1. Go to Settings → Navigations → Header navigation. Select the version and language to add the ticket deflector in
  2. The ticket deflector can be added on both the left and right navigation.
  3. Click on the first field dropdown and select Ticket deflector from the list
  4. Type in the text to display on the knowledge base site header
  5. The next field dropdown contains the ticket deflector form list to choose from

Only ticket deflector forms with the online status would be listed.

  1. Turn on the toggle to open the ticket deflector form on a new web browser tab
  2. Click on the Save button

The ticket deflector would be available on the knowledge base site for readers to access.

In footer navigation

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In the knowledge base portal

  1. Go to Settings → Navigations → Footer navigation. Select the version and language to add the ticket deflector in
  2. In the Add navigation field, provide the navigation name
  3. Paste the copied ticket deflector form link in the following field
  4. Turn on the toggle to open the ticket deflector form on a new web browser tab
  5. Click on the Save button

The ticket deflector would be available on the knowledge base site for readers to access.

In menu section

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In the knowledge base portal

  1. Go to Settings → Navigations → Menu. Select the version and language to add the ticket deflector in
  2. Click on the first field dropdown and select Ticket deflector from the list
  3. Type in the text to display on the knowledge base site menu
  4. The next field dropdown contains the ticket deflector form list to choose from

Only ticket deflector forms with the online status would be listed.

  1. Turn on the toggle to open the ticket deflector form on a new web browser tab
  2. Click on the Save button

The ticket deflector would be available on the knowledge base site for readers to access.

The ticket deflector link can also be added as a single level or Multiple level menus using the form link.


Using form link

The ticket deflector can be added in other relevant places where customer support tickets need to be deflected. This would encourage the use self-service for troubleshooting and make sure the queries are resolved.
Use the copied ticket deflector form link to add the ticket deflector on the knowledge base site.

Here are some instances where the ticket deflector can be hyperlinked

  • Inside article and category page content
  • In article or category page deprecation messages
  • In smart bars
  • In cookie consent
  • In snippets and variables
  • In the knowledge base home page
  • In the knowledge base assistant

Ticket deflector on the Knowledge base assistant

Provide better customer support by integrating the ticket deflector with the knowledge base assistant.
From the knowledge base portal,

  1. Click on Settings → Knowledge base assistant → Installation & Setup
  2. Scroll down on the page to find the Ticket deflector dropdown and expand the section
  3. Turn on the Show ticket deflector toggle
  4. In the Select ticket deflector dropdown, choose from the list of ticket deflector forms

Only ticket deflector forms with the online status would be listed.

  1. In the Menu name field provide the relevant text
Character length

The character length with spaces should be 25 characters or less.

  1. Click on the Save button

The ticket deflector would be available on the knowledge base assistant as a tab next to the Page help and Knowledge base tabs.


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