---
title: "Add a ticket deflector to the Knowledge base widget"
slug: "add-ticket-deflector-to-knowledge-base-widget"
description: "Customize the Knowledge base widget to improve the user experience. And learn how to add a ticket deflector in the Knowledge base widget."
tags: ["Ticket deflector", "Widget"]
updated: 2026-08-17T07:37:00Z
published: 2026-08-17T07:37:00Z
canonical: "docs.document360.com/add-ticket-deflector-to-knowledge-base-widget"
---

> ## 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.

# Add a ticket deflector to the Knowledge base widget

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 **Advanced settings** 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.

---

## Add a ticket deflector to the knowledge base widget

1. Navigate to **Connections** () > **Knowledge base widget** in the left navigation bar.
2. Hover over the desired widget and click the **Edit** () icon.
3. In the **Advanced settings** tab, expand the **Ticket deflector** accordion.
4. Turn on the **Show ticket deflector** toggle.
5. 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").
6. In the **Select ticket deflector** dropdown, choose the desired ticket deflector.
7. Click **Save** to apply changes.

![Widget configuration panel showing the Ticket deflector section with the Show ticket deflector toggle enabled](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Widget-ticket-deflector.png)

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?**

    
    
      

1. Go to the **Advanced settings** tab of the desired knowledge base widget (**Knowledge base widget** > **Edit**).
2. Enable the **Show ticket deflector** toggle.
3. Click the **Save** button at the bottom.

    
  
  

  

**How do I remove the knowledge base widget icon from an article?**

    
    
      

1. Go to the **URL mapping** tab of the desired knowledge base widget (**Knowledge base widget** > **Edit**).
2. Create a new URL mapping with the **Hide** action for the desired article.

## Related

- [JWT reader groups](/jwt-reader-groups.md)
- [Whitelisting guidelines](/csp-guidelines-for-document360-widget.md)
- [Adding a new ticket deflector](/adding-a-new-ticket-deflector.md)