---
Title: "What Is Ticket Deflection? Definition and Examples"
Url: "https://computer.io/glossary/ticket-deflection"
Topic: "Ticketing"
Description: "Ticket deflection is resolving customer questions through self-service or AI before they become support tickets. Definition, examples and how to measure it."
---

# What is ticket deflection?

Ticket deflection is resolving customer questions through self-service, such as help center articles, community forums or AI agents, before they become tickets for a human agent. It lowers support costs and gives customers faster answers, as long as their issue is actually solved.

## Examples

| Tactic | How it deflects |
| --- | --- |
| AI agent | Answers and acts instantly |
| Help center | Customers find articles |
| Article suggestions on forms | Answer before submission |
| Community | Peers answer |
| Status page | Outage questions answered |

## Deflection vs resolution

A deflected ticket that leaves the customer stuck isn't a success. Measure confirmed resolution, not just avoided tickets.

## FAQ

### What is a good ticket deflection rate?

It varies widely by product and how deflection is measured.

### Is ticket deflection bad for customers?

Not if it solves their problem; it's bad when it blocks access to help.

### How does AI improve deflection?

It answers specific questions and takes actions, beyond surfacing articles.

## Related terms

- [Deflection rate](https://computer.io/glossary/deflection-rate)
- [Customer self-service](https://computer.io/glossary/customer-self-service)
- [AI resolution rate](https://computer.io/glossary/ai-resolution-rate)
- [What are the best AI systems for ticket deflection?](https://computer.io/answers/what-are-the-best-ai-systems-for-ticket-deflection)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)

## Compare

- [Devrev vs zendesk](https://devrev.ai/compare/devrev-vs-zendesk)

## Further reading

- [Ticket deflection](https://devrev.ai/blog/ticket-deflection)