Ticket deflection calculator: what your help center saves in tickets
A good article answers a question before it becomes a ticket. Enter your help center visits and tickets to see how many visits ended without one and what that is worth.
Visits without a ticket
90%
Tickets deflected
900
Saved per month
$4,500
Treat this as a range, not a promise. Lower the share of visitors who would have written in to see a cautious saving, and watch whether tickets fall when you add or fix articles.
Questions
What is ticket deflection?
Deflection is when a customer finds an answer in your help center and does not need to write in. A higher rate means fewer tickets for the same number of customers.
How do I measure deflection?
Compare help center visits that ended without a ticket to all visits. Count a ticket as linked to a visit if it was created in the same session or soon after.
Why ask what share would have written in?
Most visitors only wanted to read or were not going to write anyway. Counting every visit as a saved ticket would overstate the saving, so this tool lets you set a cautious share.
What is a realistic deflection rate?
Many teams see 20 to 40 percent of visits end without a ticket once articles cover the common questions. Your own trend matters more than any benchmark.
How can I raise deflection?
Write articles for your top ticket topics, place search and suggestions on the contact form and fix articles that visitors read right before writing in.
Link to this page
Free to use and share. If it helped, a link back is the best thanks.
<a href="https://flatdeskfinal.vercel.app/free-tools/deflection-calculator">Ticket deflection calculator</a>Guides that go with this tool
- How to reduce support tickets without making customers angryFind which tickets should not exist, fix the causes, and answer repeat questions before they are asked, with a way to measure whether it worked.
- How to tell whether your help center is workingThe few numbers that show whether customers find answers on their own: searches with no result, article views, deflection and what to fix first.
- How to write a help center article that stops repeat ticketsHow to turn a repeat question into a help center article that customers find, finish and act on, so the ticket never gets written.
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