QuackbackTicket Deflection
Ticket deflection is the share of customer questions resolved through self-service, such as help articles, AI answers or a status page, instead of reaching an agent. A high deflection rate means your team spends its time on the questions that need a person.
What is ticket deflection?
Every question a customer answers on their own is a ticket your team doesn't have to handle. Deflection measures how often that happens. It is usually calculated as help sessions that didn't lead to a conversation, divided by all help sessions.
Measuring it honestly
Deflection is easy to overstate. A customer who gives up isn't deflected, they're lost. Pair your deflection rate with signals of success: article ratings, AI answers marked helpful, and whether the same customer contacts you about the same topic later.
What deflects best
Answers at the moment of the question. Article suggestions as a customer types, a help tab inside the app, and an AI that answers from your documentation all beat a help center link in an auto-reply. During an outage, a status page deflects more conversations than anything else.
Don't hide the contact option to raise the number. Deflection should make getting help faster, not harder.
Ticket deflection in Quackback
Quackback deflects in the widget's Help tab, in help center search, and with Ask AI, which answers from your published articles with citations. On Pro and up the AI agent answers in chat and hands over to a person when it can't help. Help center analytics show the searches that found nothing, so you know what to write next, and the status page keeps outage questions out of the inbox.
Common questions
What is ticket deflection?
Ticket deflection is the share of customer questions resolved through self-service, such as help articles, AI answers or a status page, instead of reaching an agent.
How do you calculate ticket deflection rate?
A common formula is help sessions that did not lead to a conversation divided by all help sessions. Check it against article ratings and repeat contacts so customers who gave up are not counted as deflected.
Have another question? Talk to the team.