Workflows
Support Deflection
Use the knowledge base, support widget, tickets, SLAs, sentiment, and CSAT to resolve customer questions efficiently.
Support deflection helps customers find an answer before they create a ticket, while still giving agents a complete path for issues that need human help.
Modules involved
| Step | Module | Record |
|---|---|---|
| Publish answers | Knowledge Base | Articles and collections |
| Offer self-service | Support | Customer portal and widget |
| Manage the issue | Support tickets | Ticket, replies, labels, SLA |
| Measure quality | Support analytics, Surveys | CSAT, survey results, SLA compliance |
Recommended flow
- Publish public support articles in Knowledge Base.
- Configure the Customer Portal.
- Add the Embeddable Widget to your website.
- Configure SLA Policies and Auto-Assignment.
- Use Saved Views for agent queues.
- Track sentiment and quality with Sentiment Scoring and Support Analytics.
Useful automations
- New high-priority ticket -> notify support lead.
- SLA warning -> escalate and post to inbox.
- Ticket resolved -> send CSAT request.
- Negative sentiment -> add label and raise priority.
Setup checklist
- Configure white-label settings for portal and widget branding.
- Publish initial public knowledge-base articles.
- Configure ticket statuses, labels, canned responses, and templates.
- Set SLA policies before launching the portal.
- Add the widget snippet to your website.