About Support Ticket Deflection
The Support Ticket Deflection system is integrated into the Magentrix platform to allow efficient case resolution by your support team. With options to sort tickets by priority and request type, customer, partner, and employee cases can be quickly identified and resolved.
To reduce ticket volume, a case deflection system can be set up so that users can search existing knowledge base for self-service support before the submission of a new case. To set up case deflection, please contact Magentrix Support.
Requirements
To configure case deflection settings, users must be assigned a role with one of the following permissions:
- Administrator System Role
- Additional Settings: Access Service Management Enabled
Configuring case deflection:
Administrators can configure the article types users can search in the case deflection self-service support.
- Navigate to the Setup Home page and click Service Management > Ticket Deflection.
- Toggle the Ticket Deflection Enabled setting to enable and disable ticket deflection.
- Configure the following settings:
- Ticket Deflection Workflow: Select steps that users will go through to contact support and view the knowledge base articles.
- Ticket Entity: Select which entity to track support ticket information.
- New Ticket Form URL: Optionally enter the URL of the custom page or form to allow users to submit tickets. If you are using an active page, you need to add code to its active controller. See this documentation.
- Knowledge base Articles: Enter the article lists that users will search during the ticket deflection workflow.
- Wikis: Enter the wikis that users will search during the ticket deflection workflow.
- Sync Tracking KB Articles for Cases to Salesforce: Enable this option if you have the "Magentrix Articles with Salesforce" feature and would like to sync case article assignments to Salesforce.
- Email Template: Select an email template to use when sending an article post through email.
- Does Not Require Login: Enable this setting if you would like the ticket deflection page to be publicly accessible.
- Optionally configure labels for buttons.
- Click Apply to save your changes.