In an effort to reduce the number of tickets your customers send your way, you can use Knowledge Base Tickets and Tagging to display suggested articles to your customers in hopes they will find the answer to their question before actually submitting a ticket or connecting with your team over Chat. Suggestions are displayed during:

  • Ticket Creation: Articles are suggested to customers during ticket creation on the Customer Hub.
  • Ticket Confirmation Email: This feature is optional. The “New Ticket Confirmation – Advanced Portal” email template is used to send suggested solutions to authenticated customers who submitted a ticket via the Customer Portal.
  • Customer Chat: Articles will be suggested to customers on the initial Customer Chat screen before the chat is actually initiated.

Setup

The first step is to configure the Knowledge Base article correctly. You can create new KB tickets or use existing ones. Several items are required:

  1. On the ticket:
    1. Visible (to customers) should be checked
    2. Knowledge Base should be checked
    3. One or more keyword tags should be added to the ticket. These tags will be matched with with words used by your customers, and the matched articles will be suggested to them.
  2. On the action inside of the ticket:
    1. KB should be selected
    2. The action should be marked Public


The above settings will allow articles to be suggested upon Ticket Creation on the Customer Hub. If you would also like articles suggested on Customer Chat and on the automated confirmation email sent after a new ticket is created on the Hub, you must additionally have the following settings enabled in your My Portal settings.

How Suggested Solutions are Displayed

Upon Ticket Creation on the Customer Hub

Articles will be displayed under the title “Suggested Solutions”. The keyword Tags on the articles are matched to the words typed into the Ticket Description. Suggestions will be made to authenticated and anonymous Customer Hub users.

Customer Hub New Ticket Confirmation Email

The “New Ticket Confirmation – Advanced Portal” email template has a placeholder which allows Suggested Solutions to be offered in the automated responses to tickets submitted via the Customer Hub. Articles will be displayed in the email that have Ticket Tags that match the keywords that customers have typed in their Ticket Description box.

To utilize this feature,you must insert the placeholder {{Deflector title="insert title text here"}} in the ticket template. You may customize your title by changing the text inside the quotations.

This placeholder is not available for the email template that is used to automatically respond to tickets submitted via email. Additionally, articles will only be suggested to customers who are logged in to the Customer Hub. Suggestions are not made to users who submit tickets anonymously; even if they are a portal user in your system.

Customer Chat

The initial Customer Chat window that is available to the customer contains a box that allows the customer to type their initial question. Articles will be displayed that have Ticket Tags that match the keywords that customers have typed in their Chat question box.

Viewing Articles

In all cases, when your customers may click the suggested topic, they will be taken to the actual article where they will have a chance to indicate whether or not the article was helpful. This information is stored in the “Ticket Deflections” report as described below.

Measuring Success for Tickets Deflected from Customer Hub

TeamSupport tracks how effective the Ticket Deflections have been in the “Ticket Deflection Report” in the Reports section. This will show each time a user clicks on a suggested ticket presented by Ticket Deflection initiated by ticket creation on the Customer Hub, and will log if that ticket was used by the user or not.

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