In last week’s tip of the week, we highlighted several of the smaller features we’ve released lately. In this week's tip we'll look at some of the options you have for improving ticket deflection by leveraging your Help Center or Web portal.
Deflecting tickets as they're created
If you checked out last week's tip, you saw how relevant knowledge base article suggestions can be displayed to your customers as they create a support request with the request form.
These article suggestions make it easier for your customers to find the answer to their question so that they don’t need to submit a support request at all. That’s called ticket deflection and it’s an important aspect of managing your customer support. Help your customers help themselves by leveraging your knowledge base and your user community to reduce your overall number of tickets.
Deflecting tickets with search (Web portal)
If you have the Web portal, you can also improve ticket deflection by adding search to your home page. The search deflection feature is available in the Web portal but not in Help Center. If you're not sure which one you have, see About the different versions of Zendesk.
Example of ticket deflection with search:
When your customers search your knowledge base, the three most relevant topics are displayed. By clicking the More button, all the other topics that contain the search terms are displayed.
In addition to the relevant search results, your customers are also prompted to take additional steps if they weren’t able to locate the answer to their question by searching.
As you can see above, they have three follow-up options. They can post a question in a Questions forum, post an idea or suggestion in an Ideas forum, or open a new support request. Directing your customers into a community-based Questions forum, for example, makes it easy for your customers to interact with and support each other.
The first two options add links to forums in your knowledge base that have been set to either the Questions or Ideas forum content type.
The third option (get in touch) is a link to the Submit a Request page in your Web portal.
So how you do set this all up for your own account? There are only a couple of steps involved but you need to be an administrator to do them.
First, enable forum search on your Web portal home page by selecting Settings > Channels > Web Portal > Edit. On that page, the first setting you need to enable is Forum search on portal home page.
Then, scroll to the bottom of the page and enable Topic Suggestions. This adds topic suggestions to your support request form.
Save your new settings by clicking the Save button.
The final step is go to your forums page and either create new or edit existing forums and set their content types as Ideas or Questions. If you've already got forums set to these content types, you're already done. Remember that all forums that are set to either of these content types will be displayed by the topic suggestion tool.