Adding a new ticket deflector

From the Document360 portal select Settings → Knowledge base site → Ticket deflectors and click on the Add ticket deflector button.

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

1. Click on the Add ticket deflector button and a form creation modal
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 next field, provide a concise description informing users about the purpose of the ticket deflector on how to proceed in the form

Step 2: Add 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 Qualifying question, that doesn’t mean it has to be an actual question always. Any type of imperative statement, phrase, or even just simple words (from the user's point-of-view) can be used.

Qualifying questions help users to narrow down their query or issue and find the right solution themselves. It also helps admins determine the category and type of problem the user is facing if the user decides 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 is chosen
2. Remove or add more questions to the list of qualifying questions

a. Type in the qualifying question for the form user (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. Users will be required 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 the users will not view any search bar

c. Provide users the option to skip the search function before moving 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 - Click on the icon to delete a qualifying question step. A minimum of one qualifying question is required. A question step once deleted cannot be recovered

f. Easily reorder the qualifying questions in the ticket deflector form by a simple drag and drop

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

Step 3: Add block step(s)

What is a block step?

Block step in context to Document360 ticket deflector is simple checkpoint navigation, based on the user response. You can choose to 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 on the
’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 section. Find the Add step button next to the Block steps section. Click on the button.

Block step types

Choose to add any one of the three distinct types in a single block step on the ticket deflector form.

1. More questions

This is pretty much the replica of the Qualifying question + Block step combo at different sub-levels.
This helps narrow down the user’s query and provide them with the right 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 knowledge base

This option can be used to 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 selected.

Step 4: Contact form

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

Form fields

Required fields

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

Optional fields

These optional fields can be enabled in the form by turning on the toggle next to each field.

• Last name
• Telephone
• Allow attachments (Maximum 5 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 form submission.
(Default message: Thank you for getting in touch! You’ll hear from our support personnel shortly.)

Step 5: Notification

(Required)

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 team accounts

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. Just type in the recipient’s valid mail ID and hit Enter/Return on your keyboard.

Step 6: Helpdesk ticket

(Optional)

Users can raise support tickets from the Document360 ticket deflectors 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 → Notification & Ticket
2. Find the Helpdesk ticket section when scrolling down the right section (where you add block steps)
3. Turn on the toggle next to Submit helpdesk ticket
4. Click on the Configure helpdesk button if no helpdesks have been configured previously
5. 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
   

(or)

The helpdesk blade can also be accessed by clicking on the Helpdesk configuration button on the Ticket deflector overview page

Helpdesk configuration

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

• How to obtain the API key on Freshdesk?
  
  

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

• How to obtain the API key on Zendesk?
  
  

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

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

How to localize the variables text that appears in the ticket deflector?

1. Go to Settings → Knowledge base portal → Localization & Versions → 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