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Secret ingredients to quality software

Do you use ticket deflection?

Last updated by SSW.Rules.SharePointExtractor on 22 Feb 2021 02:22 am (9 months ago) See History

Providing your clients a personal service is really important, but it's expensive. Great deflected tickets give a more consistent experience and quicker experience, plus they are cheaper compared with support personnel.

Step 1: You should find the most common requests and make sure they can be deflected by creating FAQs or blog posts.

This way you help your users to access the information they need and help themselves before submitting a ticket, avoiding the contact with your support team.

Step 2: Use a ticket system that supports deflected tickets. Zendesk is the leading solution with deflected tickets. ServiceNow is another good one.

More info: https://support.zendesk.com/hc/en-us/community/posts/203459886-Fine-Tuning-Best-Practices-for-Ticket-Deflection

azure logic deflected tickets
Figure: You can use Azure Logic Apps with Cognitive Services to implement deflected tickets

Note: SSW uses Zendesk.

Adam CoganAdam Cogan
Tiago AraujoTiago Araujo

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