Fine Tuning: Best Practices for Ticket Deflection

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8 comments

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    Philip Hansen

     

    CSM response

    Welcome all! Parts 1 & 2 are now open for discussion. Please feel free to ask questions or share techniques you've used to successfully increase ticket deflection.

  • Avatar
    Wes Drury

    Hi Phil - We rely on the Help Center Dashboards to give us insight on the new articles that we need to create for ticket deflection.  We have a team that meets once a month and we cover the Reporting "Search" to see what our end users are searching for the most on our Help Center.  We also look at ticket tags which the new "Insights' is helping shows us the new trending tags.  Based off that data we come up with several topics that we think need to be added to our KnowledgeBase and start working on the articles.  The positive benefit to this is that even if you deflect one end user to an article then thats one less ticket that we have to worry about :-)

     

    CSM response

    Thanks for breaking the ice on this topic Wes! This is a excellent example of how the Help Center Dashboards Search data can be used to uncover articles or topics that may be lacking in your current knowledge base content. It's also nice to hear that your team meets monthly to discuss areas for improvement which brings up another great point...ticket deflection is ongoing process that requires regular attention and analysis from your content team.

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    Sally Anne Dishong

    Hi! Thanks for this great topic. I'm just digging into the content...this link isn't working for me: "SEO techniques" https://support.zendesk.com/entries/26237033-SEO-Basics-for-Help-Center-

  • Avatar
    Jennifer Rowe

    Hi Sally Anne,

    Sorry about that! Looks like that's an internal KB doc. I removed the link for now. We'll see if we can post an external version of it.

    Glad you liked the spotlight topic. Let us know if you have any other ideas/experiences to share!  

  • Avatar
    Jennifer Rowe

    HI again,

    We've updated the link about optimizing search to a public-facing article:  Optimizing your Help Center content for search 

    Hope that helps!

  • Avatar
    Sally Anne Dishong

    Thanks for updating the search portion!

  • Avatar
    John Peate

    Hey Phil, great article - I did have one quick question -- do you have more information on the data collection methods in the survey your referenced in the "Need proof" section (see below)?


    Thanks,

    John

  • Avatar
    Jessie Schutz

    Hi John!

    The sources for that whitepaper are listed at the very bottom:

    You should be able to get the information you're looking for from them!

    Please let me know if you have any other questions!

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