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Support Ticket Deflection

Support ticket deflection refers to the strategic practice of diverting and resolving customer queries or issues through alternative channels, such as self-service solutions, before they escalate to the need for a formal support ticket. This approach empowers users to find solutions independently, reducing the volume of incoming support tickets and mitigating the workload on support teams. 

Businesses can deflect common queries by implementing robust self-service options like knowledge bases, help sites, or portals, providing users with quick resolutions while maintaining efficient support operations. The ultimate goal is to enhance customer experience by facilitating faster issue resolution and minimizing reliance on traditional support channels. Deflecting support tickets reduces overhead customer support costs and frees up resources for more complex or critical support matters.

An example of Support Ticket Deflection is creating a knowledge base where customers can find accurate, up-to-date information and FAQs about the product or service. 

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Heretto enables support to teams to deflect tickets.

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