What is Ticket Deflection?

Did you know that businesses spend a lot of money on customer support each year? In fact, according to some studies, the average cost of a single customer service call can range from $6 to $25. That’s a lot of money, especially when you consider that many of these calls could be resolved more quickly and easily through self-service channels.

That’s where ticket deflection comes in. 

Ticket deflection is the process of redirecting customer inquiries or support requests away from traditional support channels such as email, phone, or chat, and towards alternative self-service channels.

Of course, ticket deflection isn’t just about providing self-service options. Businesses can also use chatbots or automated systems to answer common customer questions, or direct customers to peer-to-peer support forums where they can find answers from other users. 

How to measure ticket deflection in your helpdesk software?

Is there a way to measure the success of your self-service support? Yes, and it’s called the ticket deflection ratio, or deflection rate for short.

Here’s how it works:

You take the number of views on your self-service portal posts and divide it by the number of tickets you receive. This gives you a ratio that tells you how many of your customers were able to find the answers they needed without having to contact your support team.

Why is the ticket deflection ratio important? 

Well, the ticket deflection ratio can help you track the effectiveness of your self-service resources. If you have a high ratio, it means that you’re doing a great job of providing the information your customers need to solve their problems on their own. And that’s a win-win situation: your customers get the help they need quickly and easily, and your support team can focus on more complex issues.

So, if you’re looking for a way to improve your support and reduce your workload, keep an eye on your ticket deflection ratio. The higher it is, the better you’re doing at providing effective self-service support.

How ticket deflection improves customer experience?

Ticket deflection  reduces the number of support tickets by offering self-service support options and improves the customer experience in several ways. 

By providing faster and more convenient support options, empowering customers to solve issues on their own, and allowing support teams to focus on complex issues; businesses can increase customer satisfaction and loyalty.

Customers who find the information they need through self-service channels are more likely to view the company positively, leading to increased loyalty and repeat business. Ultimately, ticket deflection can lead to better customer experiences and more successful businesses.

Top 5 benefits of ticket deflection for your business

Offering exceptional customer service is essential for any business, and providing self-service resources is a powerful way to meet this goal. Let’s see the real value delivered by the ticket deflection process  in a more detailed manner.

There are several benefits of having the right self-service portal in your business.

  1. Quick Resolve : By providing self-service resources like knowledge bases, FAQs, and video tutorials, customers can find answers to their questions quickly and easily, without having to wait for a support representative to assist them.
  2. Round the clock availability :  Self-service channels are available 24/7, so customers can find the help they need at any time, even outside of regular business hours.
  3. Higher Freedom for Customers: Customers have the freedom to work at their own pace and can go back and review the information as many times as they need to fully understand it.

Moreover, with fewer tickets coming in, support teams can focus on handling more complex issues or providing personalised support to customers who need it most.

Customers who are able to find the information they need through self-service channels may have a more positive perception of the company, which can lead to increased loyalty and repeat business.


To sum up, it is not hard to see how using ticket deflection in your business can be extremely beneficial. Not only does it provide a faster resolution to your customer’s issue faster and without needing to wait on the phone or in a queue, but it also frees up the agent for more complex or time-sensitive issues, improves customer satisfaction and boosts productivity by removing emotion from the equation

With Helpinbox.io, you can set up the right helpdesk software for your business to leverage the power of ticket deflection and its benefits.