Ticket deflection is the percentage of customer issues resolved without creating (or escalating into) a human-handled support ticket. In AI support, deflection is only meaningful if the resolution is accurate and customers are satisfied.
Common ways to measure deflection:
How Worknet helps: Worknet focuses on increasing the % of requests handled end-to-end by combining self-service, agent assist, and context-preserving escalation—so deflection doesn’t come at the cost of customer experience.
What is ticket deflection in customer support?
It’s resolving issues without requiring a human-handled ticket.
What’s the difference between containment and deflection?
Containment is staying within the AI channel; deflection is avoiding a human ticket and follow-up.
How long should the “no follow-up” window be?
Typically 3–14 days depending on your support cycle and product usage patterns.
What metrics prevent “bad deflection”?
Reopen rate, repeat contact rate, CSAT/sentiment, and escalation reasons.
How does Worknet improve deflection safely?
By grounding answers in real sources and enabling seamless human escalation with full context.