Deflection list

Recurring how-to questions in the ticket export, clustered and named, with the handling hours each consumes and whether a help article exists and was viewed before the ticket. Ranked by hours a month; the fix per cluster is write it, place it, rewrite it, or change the product.

DefinitionRecurring how-to questions in the ticket export, clustered and named, with the handling hours each consumes and whether a help article exists and was viewed before the ticket. Ranked by hours a month; the fix per cluster is write it, place it, rewrite it, or change the product.

Hours, not counts

The two-minute question asked eighty times is less than the hour question asked twenty.

Tracked after the fix

A cluster that does not fall was not fixed by what was done.

How it is computed

How-to tickets are clustered by question, and for each cluster the list shows tickets per month and handling hours, ranked by hours.

Example

Forty-one tickets a month ask how to export a report, taking 14 hours. One article and an in-product link would remove most of them. It ranks second on the list.

Where it goes wrong

Articles written about what the team finds interesting, not about what the ticket counts say customers ask.

Articles that use this term

Territory, capacity and quota planning · Customer service

Deflectable tickets by category: the how-to questions an article would have answered

How a customer service leader finds the tickets that a help article, a product change or an onboarding step would have prevented, from the ticket export: tickets by category and sub-category, the share that are how-to against fault, the how-to questions that recur across accounts, whether a help article exists for each and whether it was viewed before the ticket, the handling time consumed, and the deflection list ranked by hours a month.

16 Sept 20262 min read Board and management reporting · Customer service

Ten questions a head of customer service asks, and the table that answers each

The ten questions a head of customer service puts to the team leads and the account managers, which accounts are surging against their own baseline, which have gone silent, which have to call twice, which accounts consume the most effort for their revenue, are we meeting each account's own SLA, what credits are owed, which how-to questions would an article have answered, which categories repeat across accounts, which tickets have no account, and what changed, each with the table from the ticket export, the contract register and the account list, and the answer to send back.

16 Sept 20262 min read