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. Suggestions will be made to authenticated and anonymous Customer Hub users.
  • 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 Hub.
  • Customer Chat: This feature is optional. Articles will be suggested to customers on the initial Customer Chat screen before the chat is actually initiated.

Setup

Step One

Required for suggestions during Ticket Creation on Hub, Ticket Confirmation Email, Customer Chat

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

Step Two

Required for Ticket Confirmation Email and Customer Chat

The following settings must be enabled in your My Portal settings.

Step Three

Required for Ticket Confirmation Email

To display article suggestions via the Ticket Confirmation Email, you must insert the placeholder {{Deflector title="insert title text here"}} in the “New Ticket Confirmation – Advanced Portal” email 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.

Step Four

Required for Customer Chat

The option “Enable Ticket Deflection” is found under Customer Chat Settings in the Admin panel.

Additionally, Customer Specific Articles must be disabled in the Admin panel.



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.

Ticket Confirmation Email

Articles will be displayed in the email that have Ticket Tags that match the keywords that customers have typed in their Ticket Description box. They will be listed under the title you have defined into the placeholder value.

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.

Need more help with this?
Customer Support

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