--- title: "Creating a Ticket deflector form on your knowledge base" slug: "adding-a-new-ticket-deflector" description: "Design an interactive and problem-solving ticket deflector form to cater to your reader query resolution. " tags: ["Case deflection", "Enterprise", "Ticket deflector"] updated: 2026-07-01T06:05:22Z published: 2026-07-01T06:05:22Z canonical: "docs.document360.com/adding-a-new-ticket-deflector" --- > ## 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. # Adding a new ticket deflector A ticket deflector is a multi-step form in your {{variable.Knowledge base site}} that searches your knowledge base as readers describe their issue and suggests relevant articles before they submit a support request. This article walks through creating a ticket deflector from scratch — from the form title through to notification settings. --- ## Before you begin :::(Info) (

NOTE) Ticket deflectors can only be configured for the main workspace and its languages. They are not available for additional workspaces. ::: --- ## How to create a ticket deflector 1. Navigate to {{variable.Settings}} in the left navigation bar of the Knowledge base portal. 2. In the left navigation pane, go to {{variable.Knowledge base site}} > **Ticket deflectors**. 3. Click **New ticket deflector**. The ticket deflector form opens with a default title. --- ### Step 1: Title, slug, and description 4. Click the default title and enter your own. Titles cannot exceed 150 characters including spaces. 5. The slug is auto-generated from the title but can be edited. Slugs cannot exceed 150 characters. :::(Warning) (IMPORTANT) Changing the slug after the deflector is live will break any existing links to it. The `/ticket-deflector/` prefix is system-generated and cannot be changed or removed — only the portion after it can be edited. ::: 6. Add a short description to tell readers what the form is for. 7. Ensure the **Online** toggle is on for the deflector to appear on the knowledge base site. You can leave it off while you're still configuring the form. --- ### Step 2: Context questions Context questions are the options readers select to describe their issue. Their selection determines the next step in the flow — whether that's a knowledge base search, an additional question, or the contact form. 8. Click **Questions**. Two default questions are provided as a starting point. 9. For each question: - Enter the question or prompt text. There is no character limit. - Turn on **Enable search** to require readers to search the knowledge base before they can proceed. - Select **Make search optional** if you want readers to be able to skip the search step. - In the **If user selects this option, go to…** dropdown, choose the next step (for example, a suggestion block or the contact form). 10. To remove a question, hover over it and click **Delete** . 11. Click **Add questions** to add more options. 12. Use the **Reorder** icon to drag questions into the right order. :::(Info) (

NOTE) At least one context question is required. There is no limit on how many questions you can add. ::: --- ### Step 3: Suggestions (optional) Suggestions are intermediate steps between the initial question and the contact form. Use them to narrow down the issue further or direct readers to a specific article. Suggestions are optional — you can route readers directly to the contact form from a context question if you prefer a simpler flow. 13. In the **Suggestions** section, click **Add** to create a block step. Choose one of three types: **Additional question** — adds another set of options to narrow the query further, using the same structure as context questions. **Answer** — provides a direct text answer with basic formatting (bold, italics, underline, hyperlink, code view). Use this for simple one-step resolutions. **Answer from your knowledge base** — links to a specific article: - Select the **Workspace** from the dropdown. - Search and select the article in the **Article** field. - The default next step after this block is the contact form. :::(Info) (

NOTE) Only one article can be linked per "Answer from your knowledge base" block. ::: --- ### Step 4: Help request (contact form) The contact form is the final step readers reach if the knowledge base doesn't resolve their issue. You can customize which fields appear and whether they are mandatory. | Field | Mandatory by default | Notes | |---|---|---| | Email | Yes | Required for follow-up communication. | | First name | Yes | | | Last name | No | Toggle on to make mandatory. | | Telephone | No | Toggle on to make mandatory. | | Description | Yes | 5,000 character limit. | | Subject line | No | 100 character limit. If left blank, a default subject is used. Toggle on to make mandatory. | | Form submission button | Yes | Customize the button label text. | | Allow attachments | No | Toggle on to permit file uploads. Maximum 5 files, 2 MB each. | | Enable CAPTCHA | No | Toggle on to add a CAPTCHA challenge and prevent automated submissions. | | After submission message | Yes | Custom message shown after the form is submitted. 250 character limit. | --- ### Step 5: Ticket submission settings 14. In the **Email subject** field, enter the subject line for notification emails sent to your team. Maximum 100 characters. 15. In **Send notification email to**, add one or more project users as recipients. 16. In **These emails**, add any additional individual or group email addresses as extra recipients. This field is optional and has no recipient limit — enter each address and press **Enter**. :::(Info) (

NOTE) Each ticket deflector form can be mapped to a different email address. For example, a billing deflector can notify `sales@yourcompany.com` while a technical deflector notifies `support@yourcompany.com`. ::: **Connecting a helpdesk** 17. Expand **Create helpdesk ticket** and turn on the **Create helpdesk ticket on form submission** toggle. 18. Click **Connect a helpdesk**. 19. Select **Freshdesk** or **Zendesk**. 20. Enter the required credentials and click **Validate & save**. When a reader submits the contact form and a helpdesk is connected, a ticket is created automatically in your helpdesk. An acknowledgment email is sent to the reader from your helpdesk's configured email address. If no helpdesk is connected, the acknowledgment is sent using your project's mapped support email address. --- ## Localizing ticket deflector text You can translate the default UI labels in the ticket deflector (such as "Solved my issue" and "Change answer") into any project language. 1. Navigate to {{variable.Settings}} > **Knowledge base portal** > **Workspace & localization**. 2. Go to the **Localization variables** tab and expand the **Ticket deflector** accordion. 3. Update the variable text for each language as needed. 4. Click **Save**. --- ## Best practices - Write context questions from the reader's perspective, not your team's internal categories. "I have a billing question" works better than "Billing & payments." - Enable the knowledge base search step for at least your most common question options — it's the primary mechanism that deflects tickets. - Use "Answer from your knowledge base" blocks to link directly to the most relevant article for a specific issue rather than sending all readers to the contact form. - Map each deflector to a dedicated notification email address so the right team receives the right tickets without manual triage. - Keep the contact form as short as possible. Only make fields mandatory if you genuinely need that information to resolve the issue. --- ## FAQ

Can I change the /ticket-deflector/ part of the URL?

No. The /ticket-deflector/ prefix is system-generated and cannot be modified. Only the slug after it — for example, /how-can-we-help-you — can be edited. Be aware that changing the slug after the deflector is live will break any existing links.

Can Decision Tree answers carry over into the ticket deflector contact form?

No. While readers can be directed from a Decision Tree to a ticket deflector contact form, their Decision Tree answers will not auto-populate into the form fields. The two features are independent of each other.

Are suggestions mandatory?

No. Suggestions are optional. You can create a simple deflector that routes readers directly from a context question to the contact form, without any intermediate suggestion steps.