Ticket deflection
Fewer tickets, better tickets
Most tickets are questions your docs already answer. SupportLime answers those on the page, and the ones it cannot answer arrive as tickets with the transcript attached, so the first human reply is the useful one.
Setup in three steps
- 1
Measure
Analytics shows resolution rate and the most-asked questions.
- 2
Fix the gaps
Add answers for the "could not answer" list; watch the deflection rate climb.
- 3
Keep the hard ones
Handoffs become tickets with status, priority and notes.
What changes
- Resolution rate and handoffs on one screen
- Tickets arrive with context
- Resolved threads can be reopened by the visitor
- Webhooks keep your existing tools in the loop
Frequently asked questions
- What deflection rate should I expect?
- It depends on how much of your support is already written down. Teams with a decent help centre typically see the majority of website questions answered without a human; see the glossary entry on deflection rate for how to measure it honestly.
- Does deflection hurt customer satisfaction?
- Not when the assistant is honest. Because it says "I do not know" and hands off instead of guessing, visitors with real problems reach a person faster, not slower.
Other use cases
Try it on your own site
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