Support Search
Divert Tickets

# Stop tickets before they're submitted

Reduce the number of tickets raised by providing relevant content suggestions from within the case form itself. Empower customers, partners, and agents to self-serve before submitting a request — at exactly the right moment.

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All support solutions

30–50%

typical ticket deflection rate when search is embedded in the ticket form

< 3 sec

average time for suggestions to appear after the customer starts typing

2×

improvement in CSAT when customers find answers without waiting for an agent

## Deflect tickets at the point of creation

The highest-leverage moment to prevent a ticket is the moment the customer is about to raise one. Keyspider intervenes intelligently — without friction.

### Auto-suggestion in the ticket form

As the customer types their issue title, relevant articles appear instantly inside the case form. Most users resolve their query without ever submitting.

### Results re-ranking

Pin the most effective deflection content to the top. Prioritise high-resolution articles so users find the right answer before they reach the submit button.

### Zero gap results

Instant crawler updates ensure that new or updated articles are immediately searchable. Your deflection content is always accurate — never stale.

### One place for all answers

Pull suggestions from your knowledge base, community forums, documentation, and product guides — all presented in one coherent list at the point of submission.

## How ticket deflection works

The intervention happens silently — customers see helpful suggestions, not a barrier. Agents see fewer tickets. Everyone wins.

01

Customer begins typing their issue

As they fill the subject line in the ticket form, Keyspider's search engine fires real-time queries against all connected content sources.

02

Relevant articles surface instantly

A ranked list of knowledge base articles, community answers, and documentation appears inline — no page reload, no redirect.

03

Customer self-resolves

The customer clicks an article, reads the solution, and closes the form without submitting. Ticket deflected. Agent workload reduced.

04

Unresolved queries still reach an agent

If no article satisfies the query, the customer submits normally. Nothing changes for them — but you've eliminated every avoidable ticket.

Fine-tune which content appears first in deflection suggestions

## Works with your existing ticketing system

No rip-and-replace. Keyspider embeds alongside the tools your team already uses — injecting intelligence at the point where tickets are created.

Zendesk

Native integration — deploy in minutes

Salesforce Service Cloud

Native integration — deploy in minutes

Freshdesk

Native integration — deploy in minutes

## Ready to give your users better answers?

AI Search, AI Assistant, and Workplace Search. Deployed in days, not months. See it live on your own content.

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