You can integrate a Ticket Deflector to help deflect support queries. To add a ticket deflector to your knowledge base widget, follow the steps below:
How to add a ticket deflector to the knowledge base widget
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Navigate to Connections () > Knowledge base widget in the left navigation bar.
The list of widgets will appear.
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Hover over the desired widget and click the Edit () icon.
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In the Configure & connect tab, expand the Ticket deflector accordion.
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Turn on the Show ticket deflector toggle.
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Select the desired ticket deflector from the dropdown.
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If required, edit the Menu name field.
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Click Save to apply changes.
The widget now includes the selected Ticket deflector.
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.