What is Ticket Deflection?
What does 'Ticket Deflection' mean?
Ticket deflection is answering an employee request completely, so no ticket ever reaches a human queue. It counts only when the request is actually resolved. An agent that replies with a link to a policy page has not deflected anything; one that resets the password, grants the licence or files the expense has.
List of software with Ticket Deflection functionality
About the reviewer
Rajat Gupta is the founder of Spotsaas, where he has built software research covering 25,000+ products across CRM, HR, AI, and finance. He applies hands-on product research and a background in commerce and the CFA program to evaluate software through a business and ROI lens. His goal: help teams make software decisions they won't regret.
Disclaimer: This research has been collated from a variety of authoritative sources. We welcome your feedback at [email protected].