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Ticket deflectors help reduce the volume of support tickets by resolving customer queries with self-service support.

Ticket deflector on the Knowledge base portal

Ticket deflector limit

Limitation for the number of ticket deflector forms varies based on the plan:
Enterprise plan: 10 limits
Business plan: Includes 1 ticket by default, but additional tickets can be purchased with an add-on.
Professional plan: Includes 1 ticket by default, and additional tickets can be purchased with an add-on.

Accessing the ticket deflector overview page

  1. From the Document360 portal, click on Settings → Knowledge base site → Ticket deflectors

  2. The list of already added ticket deflector forms (active or inactive) would be displayed on the ticket deflectors overview page (if any)

  3. If you are accessing the ticket deflector option for the first time, create a new ticket deflector by clicking on the New ticket deflector

  4. Already added ticket deflector forms (active or inactive) can be modified or removed from the ticket deflectors overview page

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This page shows information about the ticket deflector forms, such as

Title: The title given for the ticket deflector form
Status: This denotes whether the ticket deflector form is online or offline. Use the toggle to switch on or off
Last modified by: The team account that has last updated the settings or content in the ticket deflector form
Last modified date: The date when the ticket deflector form settings or content was last updated

Note

Currently, ticket deflectors can only be configured for the main version of the project and its languages.

Helpdesk configuration

Helpdesk ticket

(Optional)

You can raise support tickets from the Document360 ticket deflectors to form directly onto third-party helpdesks like Freshdesk or Zendesk. Here’s how the helpdesk configuration can be done from a new ticket deflector form.

  1. Click on Settings -> Knowledge base site -> Ticket deflectors

  2. On the right, you can find the Helpdesk configuration

  3. Click on the Helpdesk configuration if no helpdesks have been configured previously

  4. Choose from one of two options Freshdesk or Zendesk. You can configure both the helpdesk platforms but connect only one configuration with your ticket deflector form

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Freshdesk

a. To configure Freshdesk, add the API key and Domain URL obtained from Freshdesk on the Document360 Helpdesk configuration blade.

Zendesk

b. To configure Zendesk, add the API key, Domain URL, and Zendesk agents’ Email obtained from Zendesk on the Document360 Helpdesk configuration blade.

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Ensure the API key, domain URL, and Agent email entered are correct for the Document360 platform to validate and authorize the integration.

Each time a reader raises a ticket, a replica of the ticket is recorded on the helpdesk platform you have configured.

You can also edit or remove previously configured helpdesks and add a new one.

Ticket deflector controls

Hover the mouse pointer over the ticket deflector form, and the different controls available are displayed.

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a) Copy link

Click on this icon to copy the link to the ticket deflector form. This copied link can access that respective ticket deflector form anywhere online.

This copy link option is enabled only on ticket deflector online forms.

For instance, the link can be copied and plugged in on any of your company's websites, social media, or any third-party platforms that you use. If your customer clicks the link, they can access the ticket deflector form on your knowledge base site.

b) Clone

Click on this option to clone the existing ticket deflector form with its settings, questions, and other content.

For instance, you want to create an identical ticket deflector form but vary on a few steps and questions. Using the clone option, you can create a replica of the online form and edit the form to match your requirements.

c) Preview in knowledge base
Click on the preview option to view the ticket deflector form on the knowledge base site. The entire interface of the selected ticket deflector form can be experienced. This preview can help review the form content, flow, and logic before taking the ticket deflector form live.

d) Edit
Click on this option to edit the ticket deflector form's settings, flow, questions, and links.

e) Delete
Click this option to delete the ticket deflector form from the knowledge base. A Delete confirmation prompt appears; click on Yes again.

The delete option is turned off if the ticket deflector form status is online. Switch the form to offline mode to delete it.

Ticket deflector on the Knowledge base site

The live ticket deflector form can be added and accessed in the knowledge base site's header and footer sections.

In header navigation

In the Knowledge base portal,

  1. Go to Settings -> Knowledge base site -> Customize site -> Customize site

  2. The Customize site window appears. Select the Header dropdown and click Primary navigation

  3. On the left navigation bar, click Add new item, and the blade appears

  4. Select the type of Ticker deflector, enter the title

  5. The Select ticket deflector dropdown contains the ticket deflector from the list.

Only ticket deflector forms with an online status would be listed.

  1. Check Open link in new tab, if you need to open in a new tab

  2. Click Add

The ticket deflector would be available for readers to access on the knowledge base site.

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In footer navigation

In the knowledge base portal,

  1. Go to Settings -> Knowledge base site -> Customize site -> Customize site

  2. The Customize site window appears. Select Footer and select Basic footer

  3. The Select ticket deflector dropdown contains the ticket deflector from the list

  4. Enter the Title and paste the link of ticket deflector

  5. Check Open link in new tab, if you need to open in a new tab

  6. Click Add

The ticket deflector would be available for readers to access on the knowledge base site.

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Using form link

The ticket deflector can be added in other relevant places where customer support tickets must be deflected. This would encourage using self-service for troubleshooting and ensure the queries are resolved.
Use the copied ticket deflector form link to add the ticket deflector to the knowledge base site.

Here are some instances where the ticket deflector can be hyperlinked

  • Inside article and category page content
  • In an article or category page, deprecation messages
  • In smart bars
  • In cookie consent
  • In snippets and variables
  • In the knowledge base home page
  • In the knowledge base assistant