---
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", "Ticket deflector", "Enterprise"]
updated: 2026-04-28T06:26:44Z
published: 2026-04-28T06:26:44Z
---

> ## 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

Ticket deflectors streamline query resolution by helping users find answers independently before reaching out for support. This guide walks you through creating a ticket deflector, from setting up its components to customizing its functionality for user needs.

Imagine you run a SaaS platform with extensive documentation. A user encounters an issue with billing. Instead of submitting a support ticket immediately, the ticket deflector helps the user locate a relevant FAQ or guide on resolving billing issues. If the provided resources don’t solve their problem, they are directed to a tailored contact form to raise a ticket.

---

## Creating a new Ticket deflector

To create a ticket deflector, follow these steps:

1. Navigate to **Settings** (**) > **Knowledge base site** in the left navigation bar****in the Knowledge base portal.
2. In the left navigation pane, navigate to **Ticket deflectors**.
3. Click **New ticket deflector**.

![](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/New%20ticket%20deflector.png)

### Step 1: Ticket deflector Form Title, Slug, and Description

The ticket deflector form will appear with the default title “**How can we help you?”**

1. Click the **Ticket deflector title** and edit the desired title. Titles cannot exceed 150 characters (including spaces).
2. The **Ticket deflector slug** is autogenerated but can be edited. Slugs cannot exceed 150 characters.

> [!NOTE]
> ** NOTE
> 
> Changing the Ticket deflector’s URL will break any existing references to it. The slug only controls the portion of the URL after `/ticket-deflector/`. The `/ticket-deflector/` prefix is system-generated and cannot be changed or removed.

1. Add a concise description to inform users about the purpose of the ticket deflector.
2. Ensure the **Online** setting is toggled on for the deflector to appear on the Knowledge base site.

![](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1768755760106.png)

### Step 2: ****Context questions****

**Why are****Context questions****important?** **Context questions** help understand user issues, guide them effectively, and determine the next step in resolution. While called "questions," they can be phrased as statements or prompts based on your audience's needs.

> [!NOTE]
> ** NOTE
> 
> There is no character limit for **Context questions**.

1. Click **Questions** to begin. By default, two questions are provided.
2. For each question: a. Enter the desired text (e.g., *I have a pricing question*). b. Turn on the **Enable search** toggle to require users to search the knowledge base before proceeding. c. Select the **Make search optional** checkbox to allow skipping the search step. d. Choose the next action from the **If user selects this option, go to...** dropdown (e.g., contact form). e. Hover over any question and click the **Delete******(**) icon to remove unwanted questions. f. Click **Add questions** to include more questions. g. Use the **Reorder******(**) icon to rearrange the question order.

> [!NOTE]
> ** NOTE
> 
> - At least one qualifying question is mandatory.
> - There are no limits to the number of questions per form.

![](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1768755789343.png)

### Step 3:****Suggestions****

In **Suggestions**, adding steps to the Document360 ticket deflector provides simple checkpoint navigation based on user responses. You can guide users directly to the contact form or include additional steps and questions to help them self-serve using the knowledge base.

> [!NOTE]
> ** NOTE
> 
> **Suggestions** are optional for the ticket deflector form. You can create a form with a simple Q&A style or direct users to the contact form or helpdesk ticket based on their responses to the qualifying questions.

#### Creating block steps

1. In the **Suggestions** section, click **Add** to create a block step.
2. Choose one of the following suggestion types:
  1. **Additional question**
  2. **Answer**
  3. **Answer from your knowledge base**

**a.****Additional question** This section is similar to **Context questions** and you can narrow queries further.

![](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1768755813975.png)

1. Enter a title for the block step.
2. Enter the desired question for the block step.
3. Choose the next action from the **If user selects this option, go to...** dropdown (e.g., contact form).
4. Hover over any question and click the **Delete** (**) icon to remove unwanted questions.
5. Click **Add questions******to include more questions.
6. Use the **Reorder** (**) icon to rearrange the question order.

**b.****Answer** Enter the desired title and provide a straightforward text answer with basic formatting options (bold, italics, underline, hyperlinks, and code view).

![](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1768755837928.png)

**c.****Answer from your knowledge base** In this section, you can direct users to a relevant article.

1. Enter the title for the step block.
2. Select the desired workspace in the **Workspace** dropdown.
3. Search and add the article in the **Article** field.

By default, the next step will be the **Contact form**.

> [!NOTE]
> ** NOTE
> 
> Multiple articles cannot be linked.
> 
> ---

### Step 4: **Help request**

**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 requirements. You can customize the following field names:

| **Field** | **Description** | **Mandatory** |
| --- | --- | --- |
| **Email** | Users must provide their email address for further communication. | Yes |
| **First name** | Users must enter their first name. | Yes |
| **Last name** | Users can enter their last name. Use toggle to make it mandatory if needed. | Optional by default |
| **Telephone** | Users can enter their telephone number. Use a toggle to make it mandatory if required. | Optional by default |
| **Description** | Users must describe their issue. Character limit is 5000. | Yes |
| **Subject line** | Users can enter a subject. Turn on the toggle to make this field mandatory if needed. The maximum character limit is 100. If no subject is entered, a default subject will be used. | Optional by default |
| **Form submission** | Users can customize the text displayed on the form submission button as needed. | Yes (button needed) |
| **Allow attachments** | Users can turn on this toggle to allow users to upload attachments. A maximum of five files is allowed, with each file size up to 2 MB. | Optional |
| **Enable CAPTCHA** | Users can turn on this option to add a CAPTCHA field to the form. This helps prevent spam and automated submissions. | Optional |
| **After submission message** | Users can enter a custom message to display after the form is submitted. Must not exceed 250 characters (including spaces). | Yes |

![Document360 interface shows how to add ticket deflectors](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1768755866494.png)

### Step 5: **Ticket submission settings**

**Ticket submission email notification**

In the **Ticket submission email notification** section, you can configure the email subject and the recipients of the notification emails.

1. **Email subject**
  - Enter the desired subject for the email.
  - The email subject cannot exceed 100 characters.
2. **Send notification email to**
  - Add one or more users associated with the project as recipients of the notification email.
  - Click the ** button to search and select from the list of users.
3. **These emails****(adding additional recipients)**
  - Add individual or group email IDs as additional recipients. This is an optional field.
  - There is no limitation on the number of recipients.
  - Enter a valid email ID and press **Enter** on your keyboard.

![](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1768755889533.png)

> [!NOTE]
> ** NOTE
> 
> **Mapping Ticket deflector forms to specific emails**
> 
> Each ticket deflector form can be mapped to different email addresses within your company.
> 
> For example:
> 
> - A sales ticket deflector form can send notifications to [**sales@yourcompany.com**](mailto:sales@yourcompany.com).
> - An operations ticket deflector form can send notifications to [**tech@yourcompany.com**](mailto:tech@yourcompany.com).
> 
> This feature ensures that relevant departments are notified about submissions or tickets specific to their forms.

**Connect a helpdesk**

From the received ticket deflector, you can create a helpdesk ticket:

1. Expand the **Create helpdesk ticket** accordion and turn on the **Create helpdesk ticket on form submission** toggle.
2. Click **Connect a helpdesk**.

The helpdesk configuration panel will appear.
3. Select the desired helpdesk application, such as **Freshdesk** or **Zendesk**.
4. Enter the appropriate credentials and click **Validate & save**.

> [!NOTE]
> ** NOTE
> 
> For more information, read the article on [Accessing the Ticket deflectors in portal.](/help/docs/accessing-the-ticket-deflectors)

![](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1768755960791.png)

---

### Acknowledgment email for submitted forms

When an end user submits a form through the Ticket deflector, Document360 automatically sends an acknowledgment email to the email address provided in the form. This helps users know their request has been received and is being looked into.

- If your project is integrated with a ticketing system (such as Freshdesk, Zendesk, etc.), the acknowledgment email is sent from the configured helpdesk email address.
- If there is no ticketing system integration, the email is still sent using the mapped support email address configured in your project (not the default `support@document360.com`).
- The acknowledgment email includes the user’s name and email to personalize the communication.
- If domain mapping is enabled, the email will be sent using your custom domain for a consistent brand experience.

---

### Localize or customize text in the ticket deflector

You can localize or customize the text displayed in the ticket deflector in your Knowledge base site. This allows you to translate the default text into other languages. To update this text,

1. Navigate to **Settings** (**) > **Knowledge base portal** in the left navigation bar****in the Knowledge base portal.
2. In the left navigation pane, navigate to **Workspace & localization****.**
3. In the **Localization variables** tab, expand the **Ticket deflector** accordion. You can update elements such as *Question*, *Solved my issue*, and *Change answer*.

By default, the variable texts are localized to the respective language.
4. Click **Save**.

![Interface showing localization variables for ticket deflector in multiple languages.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Ticket%20deflector%20-%20Localization%20variables.png)

---

## FAQ

****Can I remove or change the**`/ticket-deflector/`**part of the URL or the breadcrumb label?****

No. The `/ticket-deflector/` portion of the URL and the breadcrumb label "Ticket deflector" are system-generated and cannot be modified. Only the slug after `/ticket-deflector/ `(e.g., /how-can-we-help-you) can be edited.

****Can I integrate Decision Tree answers into the Ticket Deflector form?****

No. While users can be directed to the Ticket Deflector contact form after completing a Decision Tree, their Decision Tree answers will not auto-populate into the ticket fields. The two features are independent, the Decision Tree guides users through self-service steps, and the Ticket Deflector provides a contact form if the issue remains unresolved. There is no direct data integration between them at this time.