Ticket deflection
Ticket deflection is the practice of answering a user question through the site itself, so the question never becomes a support ticket.
Search, help content, and support automation can answer a question before a ticket is opened. Page-level feedback supports a different path: it helps teams improve the page that caused the question.
Ticket deflection is difficult to attribute because a ticket that was avoided leaves no record. Compare ticket volume for the same topic before and after a documentation change, and treat the result as directional.
Frequently asked questions
How does a feedback widget deflect support tickets?
Indirectly. It identifies pages that may be generating questions so the team can improve them.
Is ticket deflection a good reason to buy a feedback tool?
It can be one reason, but the effect is difficult to attribute. Page context and clearer reports are more direct benefits.