Working practice
Ticket deflection
Preventing support contacts by answering the question before it is asked.
Definition
Reducing inbound support volume through documentation, in-product guidance, better error messages and self-service tools, so people resolve the issue without opening a ticket. It is measured as the share of would-be contacts that never arrive.
Why it matters
Deflection is easy to fake by making it hard to reach a human, which lowers ticket counts and raises churn instead. Read it alongside a satisfaction or resolution measure. A support partner paid per ticket has no reason to reduce tickets at all, which is worth noticing when structuring the contract.
Related
Read next
KPI (key performance indicator)
A small number of measures agreed to represent whether things are working.
Read the definition ›Service level agreement (SLA)
Measurable commitments about response, resolution or availability.
Read the definition ›Runbook
Step-by-step instructions for operating and fixing a system.
Read the definition ›Escalation path
The named route for raising something that is not being resolved.
Read the definition ›Next step
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