WorkHub Tasks: Tasks in Ticketing Deflection during Major Incidents

Ticketing deflection has been a popular buzzword in recent years (at least in the customer service business), and for good reason. A high-ticket deflection ratio suggests a positive customer experience, which aids in the improvement of other aspects of your business and reduces customer hassle. We’re here to demystify ticket deflection and explain why it’s essential, as well as how you can improve your deflection ratio, to assist your company’s overall customer support experience.

By definition, ticketing deflection refers to a reduction in the number of tickets sent to your support agents. The total number of client self-service interactions divided by the total number of customers who submit support tickets yields a ticket deflection ratio, also known as your self-service score. It is preferable to have a larger ratio. Ticket deflection, on the other hand, is about much more than the number of tickets submitted. When the ticket deflection ratio is high, it suggests that customers are able to find answers to their issues without needing to contact customer service—they can help themselves.

Ticket Deflection Ratio

Customers become more knowledgeable about your company’s products or services when they can answer their own inquiries. They also have less friction because they don’t have to go out of their way to reach out or wait for a response. “Delighting customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does, [and] acting deliberately on this insight can help improve customer service, reduce customer service costs, and decrease customer churn,” according to the Harvard Business Review.

A good, or high, ticket deflection ratio is achieved by reducing your customers’ efforts to remedy a problem. Companies should focus on increasing self-service capabilities with a knowledge management solution in order to obtain a high-ticket deflection ratio. When implemented properly, self-service can reduce the number of tickets submitted, freeing up agent time, reducing unnecessary support expenses, and, most significantly, increasing user satisfaction with your product.

How WorkHub Tasks Helps in Ticketing Deflection?

When a customer service or IT helpdesk ticket is avoided through a self-serve help mechanism, companies like WorkHub Tasks can help in ticketing deflection. This means that an employee will be able to resolve their own problem without the need for assistance from a support specialist or the creation of a service ticket. Allowing your employees to handle their own problems should result in higher productivity and a reduction in the amount of work your service desk has to do. As a result, you might be interested in learning how to implement a self IT help desk strategy that maximizes ticket deflection.

Measuring Ticket Deflection

Ticket deflection might be difficult to correctly measure. It’s difficult to objectively identify whether an issue has escaped a helpdesk agent. Because you’re monitoring the lack of support tickets. Obviously, the first sign of deflection is a decrease in the number of service tickets. Beyond that, you can check the following areas to see if your self-service desk is operational:

1. Increased traffic and views on the knowledge base, according to analytics
2. Increased upvotes/downvotes for knowledge bases that allow reactions
3. Rise in generation of knowledge base articles as a result of revealing the types of questions users are asking
4. More feedback or a charge

Improve the Quality of Your Self-Service Counter

WorkHub Tasks techniques are easy to use that are based on automation. And are forward-thinking for your service desk to take things to the next level. Consider the following suggestions:

1. By centralizing knowledge access, you can keep the knowledge seeker in the app.
2. Keep an eye on Slack chats for signs that your knowledge base is being put to good use (frequently asked questions, informal support requests, knowledge sharing)
3. Set up notifications to ensure that your most-read articles are up to date and validated.
4. Examine how artificial intelligence (AI) may help your helpdesk architecture.

The purpose of the helpdesk is to divert tickets. Your support team will have a much more efficient workflow as a result of employing some of these tactics, and their clients will be on pace to achieve greater success.

How Ticketing Deflection Benefits Both Customers and Businesses?

When a user has a problem with your app, their first reaction will be to self-serve as quickly as possible. Your app should constantly support a user’s natural impulses.

Ticket deflection occurs when you allow a customer to self-serve in a way that solves their query more quickly. It is fully resulting in a positive customer experience and relieving your support organization of some of the burden. You keep clients interested while also giving them the tools they need to solve difficulties. Your customer service team does a lot less heavy lifting, but not at the expense of client loss.

Despite this, many mobile apps still manage ticket deflection in a passive manner. Customer service groups ensure that customers are satisfied.

Ticket deflection, when done correctly and with a solid and well-connected knowledge base, benefits more than simply customers. It also allows a customer service organization to respond more promptly to high-priority tickets that cannot be deferred. The agent’s productivity has increased.

Conclusion

Ticketing deflection refers to the reduction in the number of tickets issued to customer care agents. As a result of your company’s utilization of the customer portal or knowledge base. The total number of client self-service engagements divided by the total number of users. And this then submitted support ticket is the Ticket Deflection Ratio or Self-Service Score. The higher the number, the better.

The organization must keep a client portal or knowledge base in order to deflect tickets. This is a terrific approach to cut down on incoming calls. Especially if they’re about concerns and inquiries that come up repeatedly.

For detailed information and to get a personal quote reach our website and one of our dedicated specialists who will be happy to help you.