Peak Helpdesk · Guide
Ticket deflection or resolution?
Fewer tickets is not the same as fewer problems.
A ticket that never gets created is not automatically a solved problem. This guide shows the difference and how to check whether customers really get further.
What should happen to a customer question?
2 questions in the plan. First question: What exactly do you want to achieve: fewer tickets or fewer problems?
Three ways to handle a question
Brush off. Redirect.
What exactly do you want to achieve: fewer tickets or fewer problems?
The goal is a solved problem, not an empty inbox.
If you only look at the number of tickets, it is easy to lower: hide contact options, delay replies, send people in loops. The inbox gets quieter, customers get less happy. The better question is: do people get further? Today Peak Helpdesk shows you volume per day and channel, reasons, resolution times and the satisfaction recorded by the team. Self-service and a help center are planned in Peak Helpdesk and not yet available.
From reading to doing
Your questions. For your support.
Clarify before the next target.
2 questions selected
- What exactly do you want to achieve: fewer tickets or fewer problems?
The two can coincide, but they need not. Write your goal so that a solved problem counts, not a prevented ticket.
- Do people still get in touch about the same topic after reading an article?
Check whether a reason stays just as common despite the article. Then the article does not help.
How to recognise
a real resolution.
Deflection means a question is answered without a ticket, for example by an article. That is good if the person gets further afterwards. It is bad if they simply give up or come back another way.
What exactly do you want to achieve: fewer tickets or fewer problems?
The two can coincide, but they need not. Write your goal so that a solved problem counts, not a prevented ticket.
No coming backThe same person does not return shortly after with the same question.
No detourThe question does not show up by email or phone instead.
No giving upAnyone who finds no answer can easily reach a person.
The playbook
How to check whether deflection really helps.
Redirect or
resolve.
Question → Self-help or team → Problem solved
- 01
Record the starting point.
Under “Performance” in Peak Helpdesk, note how often a reason comes up, through which channels and how long resolution takes, before you change anything.
Sample dataReason “reset password” comes up often
Note the baseline before you change anything. - 02
Change one thing.
Write instructions, improve a reply or change the flow in the product. Change only one thing at a time, otherwise you will not know what worked.
One change
Short instructions plus a change in the product.Long instructions in chat - 03
Check four things.
After a few weeks, compare: is the reason less common? Does it show up in another channel? Do the same people come back? Has recorded satisfaction stayed the same or improved?
Check afterwardsFewer tickets on the reason?
And no detour, no return, no lower satisfaction?
Your quality check
Are you measuring resolution or just quiet?
Tick what you have checked. Your selection stays in this view only.
0 of 4 points checked
What this article is based on.
Editorial guide without studies or customer figures. Everything in the example is sample data. Today Peak Helpdesk shows volume, channels, reasons, times and the satisfaction recorded by the team. Self-service, a help center and automatic surveys are planned in Peak Helpdesk and not yet available.
- Editorial demo
Editorial guide with made-up sample data. Only features Peak Helpdesk has today are described; everything else is marked as planned or example. No studies, no customer metrics.
Measure whether your customers get further.
Start Peak Helpdesk, give tickets a reason and compare over weeks what a change really achieves.
Frequently asked questions
What is the difference?
Deflected means the person did not write. Resolved means their problem is gone. The first does not prove the second.
Does Peak offer self-service?
Not yet. Help center and customer portal are planned. Today every request goes through the inbox.
How do I check whether something is resolved?
Watch whether the same person comes back with the same topic. The history in Peak Helpdesk shows it.