The ticket deflector integration lets you surface a support request form inside the knowledge base widget. When enabled, a dedicated menu tab appears in the widget that guides users through a self-service flow — showing relevant articles first, then allowing form submission if the issue remains unresolved. You configure this integration from the widget's Configure & connect tab in the Document360 portal.
When to use ticket deflector in the widget
Use this integration when:
- You want to reduce incoming support ticket volume by surfacing relevant articles before a user can submit a request.
- You have already configured a ticket deflector in Document360 and want to embed it in the widget for in-app access.
- You want to capture structured user queries before routing them to your helpdesk.
How to add a ticket deflector to the knowledge base widget
- Navigate to Connections () > Knowledge base widget in the left navigation bar.
- Hover over the desired widget and click the Edit () icon.
- In the Configure & connect tab, expand the Ticket deflector accordion.
- Turn on the Show ticket deflector toggle.
- Select the desired ticket deflector from the dropdown.
- If required, edit the Menu name field to customize how the tab label appears in the widget (for example, "Contact support" or "Submit a request").
- Click Save to apply changes.
The widget now includes the selected ticket deflector as a menu tab.
Considerations
| Item | Detail |
|---|---|
| Offline deflectors | Ticket deflectors set to Offline do not appear in the widget dropdown and cannot be embedded. Set the deflector to Online before configuring the widget. |
| Workspace scope | Ticket deflectors can only be configured for the main workspace and its languages. They are not available for additional workspaces. |
| Decision Tree links | Decision Tree links are not supported inside the widget. They will either open in a new browser tab or return a 404 error. Use standard article links in your ticket deflector content instead. |
Best practices
- Only set the deflector to Online when it is ready for production — offline deflectors cannot be linked or embedded.
- Preview the deflector on the knowledge base site before embedding it in the widget. Use Preview in knowledge base from the Ticket deflectors overview page.
- Keep the Menu name short and action-oriented (for example, "Contact support" or "Submit a request").
- Map each deflector to a dedicated notification email address so the right team receives the right tickets without manual triage.
- Review ticket deflector analytics regularly to identify topics where your knowledge base is not resolving queries — those gaps are candidates for new articles.
FAQ
How do you enable the ticket deflector in the knowledge base widget?
Go to the Installation & Setup tab of the desired knowledge base widget (Knowledge base widget > Edit).
Enable the Show ticket deflector toggle.
Click the Save button at the top.
How do I remove the knowledge base widget icon from an article?
Go to the URL mapping tab of the desired knowledge base widget (Knowledge base widget > Edit).
Create a new URL mapping with the Hide action for the desired article.