Tip of the Week – Using Topic Suggestions to Increase Ticket Deflection

Tip of the Week – Using Topic Suggestions to Increase Ticket Deflection

March 2, 2012
Tip of the Week – Using Topic Suggestions to Increase Ticket Deflection

Providing self-service resources is one of the best ways to increase customer support efficiency. We refer to it as “ticket deflection,” because it reduces the number of tickets users submit. (Clever, isn’t it?) In this week’s tip, Anton explains how to implement a simple ticket-deflection feature within Zendesk that helps users submit forum posts from the search results page. This is extremely helpful because it urges users to seek help from the community rather than submit a ticket when search doesn’t yield what they need, thus increasing forum resources while reducing tickets. Basically, everyone wins–brilliant!

Update
This article has been updated! Please visit the new tip here.

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