From the Document360 portal, go to Settings -> Knowledge base site -> Ticket deflectors and click New ticket deflector

Step 1: Ticket deflector form title, slug, and description

1. Click New ticket deflector and a form creation model

2. The default Ticket deflector title would be How can we help you?

3. Click on the ticket deflector title to edit it

4. The ticket deflector slug would be autogenerated; however, this field can be edited

5. In the following field, provide a concise description informing users about the purpose of the ticket deflector and how to proceed in the form

Step 2: Add the qualifying question(s)

What is a qualifying question?

A qualifying question is a question intended to understand user problems, guide users in the right direction, and determine the next step in query resolution using the Ticket deflector form.

Though the field is referred to as a Qualifying question, that doesn’t mean it always has to be an actual question. Any imperative statement, phrase, or even just simple words (from your point of view) can be used.

Qualifying questions help you narrow down their query or issue and find the right solution. It also allows admins to determine the category and type of problem they face if they decide to submit the form or raise a ticket.

1. In the add ticket deflector module, there would be two default questions created when the Add ticket deflector option was chosen

2. Remove or add more questions to the list of qualifying questions

a. Type in the qualifying question for the form

For example, I have a pricing question (or) Why is the payment portal not working?

b. Force search: Switch the toggle on/off to enable the knowledge base search option and make it a mandatory step. You need to search your knowledge base before proceeding to the next step.

If the toggle is set to on, the search bar appears in the forms, and if the toggle is set to off, you will not view any search bars

c. Provide users with the option to skip the search function before moving on to the next step. This option would be enabled only when the Force search toggle to the left is set to on

d. Choose the next course of action for the user after the search (Contact form, Block step)

e. Delete - Hover over the question and click on the icon to delete a qualifying question step

f. On the left of each question, you can find the Reorder icon. Click on it, hold, drag, and drop the workspace vertically to place it in the position you prefer

g. Click Add question to add multiple qualifying questions in the ticket deflector.
Currently, there is no limitation on the number of qualifying questions added to a single form.

Step 3: Add block step(s)

What is a block step?

The blocking step in the context of the Document360 ticket deflector is simple checkpoint navigation based on the user response. You can send your users directly to the contact form or add additional steps and questions to help users self-serve from the knowledge base.

Adding block step(s)

Add a block step in the ticket deflector in one of two ways.

Method 1
In the Qualifying questions section, click If a user selects, then go to dropdown and select Add block step option.

(or)

Method 2
On the left, there would be the First step, block step, and final step sections. Find the Add step button next to the Block steps section. Click on the button.

Block step types

Add any of the three distinct types in a single block step on the ticket deflector form.

1. More questions

This replicates the Qualifying question + Block step combo at different sub-levels. This helps narrow the user’s query and provide the correct answer.

2. Simple answer

This is more of a straightforward text answer or solution to a qualifying question. The answers can be formatted using basic text formatting (Bold, Italics, Underline, and Hyperlink). The next step would be the contact form after this.

3. Answer from the Knowledge base

This option can display and direct users to the relevant articles from the knowledge base. Add a title and select a relevant article from the required project version for the block step. Multiple articles cannot be determined.

Step 4: Contact form

The next step in a ticket deflector is the contact form. These form fields can be configured or customized to suit the ticket deflector's needs.

Form fields

Required fields

• Email
• First name
• Provide a brief description of the issue
• Form submission title

Optional fields

• Last name
• Telephone
• Allow attachments (Maximum five files each 2MB limit)
• Enable captcha (reCAPTCHA protects your website from fraud and abuse.)

Thank you message

(Required)

Type in a custom thank you message for the reader after submitting the form.
(Default message: Thank you for getting in touch! You’ll hear from our support personnel shortly.)

Step 5: Notification

Configure the mail subject and recipients of that notification mail here.

a. Email Subject

(Required)

A brief subject line for your mail to make it easily identifiable in your mail inbox.
(Default message: New ticket deflector request received)

For example, Billing request received

b. Recipients from the team account

Add one or more team accounts associated with the project as a recipient of the notification mail. Click on the '+' button to search and choose from the list of team accounts.

c. Additional recipients

(Optional)

Individual or group IDs can be added as additional recipients. Any number of mail recipients can be added here, as there is no limitation as of now. Type in the recipient’s valid mail ID and hit Enter or Return on your keyboard.

Step 6.

How do you localize the variable text in the ticket deflector?

1. Go to Settings → Knowledge base portal → Localization & Workspace → Localization variables

2. Select the desired language in the Select language section

3. Expand the Ticket deflector section

4. Update the desired text(s)

5. Click Save