---
title: "What is ticket deflector? | How to use ticket deflector effectively?"
slug: "accessing-the-ticket-deflectors"
description: "Document360 ticket deflectors help reduce the volume of support tickets by resolving customer queries with self-service support."
tags: ["Case deflection", "Ticket deflector", "Enterprise"]
updated: 2026-05-29T05:16:46Z
published: 2026-05-29T05:16:46Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.document360.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Accessing the ticket deflectors in portal

Ticket deflectors are a powerful feature designed to reduce the volume of support tickets by empowering users to resolve their queries independently. By providing self-service options directly within your knowledge base site, ticket deflectors streamline the support process, enabling quicker resolutions and improving overall user satisfaction.

Consider a scenario where a customer encounters an issue while navigating your website. Instead of raising a support ticket, they use the ticket deflector to find a step-by-step troubleshooting guide in the knowledge base site, resolving their issue without contacting support. This not only saves time for the customer but also reduces the workload for your support team.

---

## **Ticket deflectors** overview page

To access the **Ticket deflectors** overview,

1. Navigate to **Settings** (**) > **Knowledge base site** in the left navigation bar****in the Knowledge base portal.
2. In the left navigation pane, navigate to **Ticket deflectors**.

The **Ticket deflectors** page includes the following elements:

![Overview of ticket deflectors with options for customization and management features displayed.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Ticket%20deflector.png)

1. **Title**: Displays the title of each ticket deflector.
2. **Status**: A toggle that indicates whether the ticket deflector is online or offline.
3. **Last updated by**: Shows the team member who last updated the ticket deflector settings or content.
4. **Last updated**: The date when the ticket deflector settings or content was last modified.
5. **New ticket deflector**: Click **New ticket deflector** to create a new ticket deflector.
6. **Integrate your Helpdesk**: Click **Integrate your Helpdesk** to configure integrations with platforms like Freshdesk or Zendesk.

Hover over any ticket deflector to access additional options:
7. **Copy** (**): Click the **Copy** (**) icon to generate a link for the ticket deflector. This link allows users to access the ticket deflector form directly online. This icon is available only if the ticket deflectors is active.
8. **Clone******(**): Duplicate an existing ticket deflector, including its settings and content, to quickly create a similar form.
9. **Preview in Knowledge base******(**): Preview the ticket deflector form as it will appear on the knowledge base site. This helps ensure the content and flow are correct before publishing.
10. **Edit******(**): Modify the ticket deflector form's settings, flow, questions, or links.
11. **Delete** (**): Remove the ticket deflector from the knowledge base.

> [!NOTE]
> ** NOTE
> 
> - You must set the ticket deflector to offline mode before deleting it.
> - **Ticket deflectors** can only be configured for the main workspace of the project and its languages.

---

## Helpdesk configuration

Ticket deflectors support integration with third-party helpdesk platforms like **Freshdesk** and **Zendesk**. This enables seamless ticket creation directly from the ticket deflector form.

1. Navigate to **Settings** (**) > **Knowledge base site** in the left navigation bar****in the Knowledge base portal.
2. In the left navigation pane, navigate to **Ticket deflectors**.
3. Click **Integrate your Helpdesk** to open the configuration panel.
4. Choose one of the following options:

![](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1768751696686.png)
  - **Freshdesk****– Create ticket**
  - **Zendesk****– Create ticket**
5. Configure the selected platform:

**Freshdesk** **Integration**
  1. Enter the API key and domain URL obtained from **Freshdesk**.
  2. Click **Validate & save** to complete the integration.

> [!NOTE]
> ** NOTE
> 
> For more information on obtaining the API key, refer to this [help article](https://support.freshdesk.com/en/support/solutions/articles/215517-how-to-find-your-api-key).

![](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1768751810414.png)

**Zendesk****Integration**

1. Enter the API key, domain URL, and the **Zendesk** agent’s email address.
2. Click **Validate & save** to complete the integration. Ensure all credentials are accurate for successful validation.

![](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1768751840116.png)

---

## Adding **Ticket deflectors** in Header and Footer sections

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

#### Header navigation

To access the Header - Primary navigation, follow the steps below:

1. Navigate to **Settings** (**) > **Knowledge base site** in the left navigation bar****in the Knowledge base portal.
2. In the left navigation pane, navigate to **Site customization**.
3. Click **Customize site** to access the design configurations.
4. From the left dropdown, select **Site header & footer**.
5. Expand **Header**,****then select **Primary navigation**.
6. Click **Add new item** to create a navigation menu.

The **Add new item** panel will appear.
7. In the **Select type** dropdown, select **Ticket deflector**.
8. Enter a title and select the desired ticket deflector from the dropdown.

Only ticket deflector forms with an active status will be listed.
9. Select the **Open link in new tab** checkbox to open the link in a new tab.
10. Once done, click **Add**.

![](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Ticket%20deflector%20-%20Header.gif)

To access the Header - Secondary navigation, follow the steps below:

1. Navigate to **Settings** (**) > **Knowledge base site** in the left navigation bar****in the Knowledge base portal.
2. In the left navigation pane, navigate to **Customize site**.
3. Click **Customize site** to access the design configurations.
4. From the left dropdown, select **Site header & footer**.
5. Expand **Header**,****then select **Secondary navigation**.
6. Click **Add new item** to create a navigation menu.

The **Add new item** panel will appear.
7. In the **Select type** dropdown, select **Ticket deflector**.
8. Enter the desired title in the **Title** field.
9. Paste the desired Ticket’s deflector’s link.
10. Select the **Open link in new tab** checkbox to open the link in a new tab.
11. Once done, click **Add**.

#### Footer navigation

1. Navigate to **Settings** (**) > **Knowledge base site** in the left navigation bar****in the Knowledge base portal.
2. In the left navigation pane, navigate to **Customize site**.

The **Customize site** page contains all the basic site design configurations.
3. Click **Customize site**.
4. Select **Site header & footer** from the dropdown.
5. Click the **Footer** option.
6. You have two design options for the footer: **Basic footer** and **Custom footer**.

**Basic footer**
7. Click **Add new link**.
8. Enter the title and paste the desired Ticket deflector’s link.
9. Select the **Open link in new tab** checkbox to open the link in a new tab.
10. Once done, click **Add**.

**Custom footer**
11. Paste the desired Ticket deflector’s link in the desired code location.
12. Click **Save** and then **Preview** to view the changes on the Knowledge base site.
13. Once done, click **Publish** to apply the changes.

### Using form link

The ticket deflector can be added in other relevant places where customer support tickets must be deflected. This will encourage using self-service for troubleshooting and ensure the queries are resolved. Use the copied ticket deflector form link to add the ticket deflector to the knowledge base site. You can add the ticket deflector form link to other relevant sections, such as:

- Inside articles or category pages
- Deprecation messages
- Smart bars
- Cookie consent notifications
- Snippets and variables
- Knowledge base home page
- Knowledge base assistant

---

### FAQ

#### How can I copy the ticket deflector form link?

To copy the ticket deflector form link:

1. Navigate to **Settings** (**) > **Knowledge base site** in the left navigation bar****in the Knowledge base portal.
2. In the left navigation pane, navigate to **Ticket deflectors**.
3. Click the **Copy** (**) icon next to the ticket deflector.

This link can be shared on websites, social media, or other platforms for direct access to the form.

#### What does the **Clone** option do in Ticket deflector?

The **Clone** (**) option duplicates an existing ticket deflector form, preserving its settings, questions, and content. You can then customize the cloned form as needed.

#### Can I preview the ticket deflector before publishing it?

Click **Preview in Knowledge base** to view the ticket deflector form as it will appear on the knowledge base site.

#### How can I delete a ticket deflector?

To delete a ticket deflector:

1. Navigate to **Settings** (**) > **Knowledge base site** in the left navigation bar****in the Knowledge base portal.
2. In the left navigation pane, navigate to **Ticket deflectors**.
3. Set the desired ticket deflector’s status to offline.
4. Hover over the ticket deflector and click **Delete** (**).

## Related

- [Configuring secondary navigation](/header-secondary-navigation.md)
- [Configuring primary navigation](/header-primary-navigation.md)
- [Setting up the basic footer](/footer-navigation.md)