Free tool
Ticket deflection estimator
Vendor deflection numbers describe someone else’s queue. Yours has a ceiling set by two things you can measure today: how much of your volume repeats, and how much of that has a written answer. This estimates the ceiling, a realistic first-year target, and the lever that actually raises it.
Your queue
Two of these you can measure today: pull a month of tickets and count how many are repeats, then check how many of those have a documented answer. The last slider is a judgement call about risk tolerance, not a product capability.
Your deflection ceiling
A ticket can only be deflected if it recurs and an answer exists. That product is the ceiling — no tool exceeds it, whatever the marketing says.
Realistic first-year target
The ceiling discounted by what you would actually let run unsupervised.
- Deflection rate
- 19%
- Tickets never reaching a human
- 76/mo
- Handling time returned
- 31 h/mo
Your biggest lever
About 72 tickets/month are repeat questions with no documented answer. Writing those articles raises the ceiling itself — which no amount of model quality can do.
How the math works
Ceiling = repeat share × documented share. A ticket is only deflectable if it recurs (so an answer is reusable) and an answer exists (so there is something to retrieve). No tool exceeds that product — which is why deflection projects that skip documentation stall regardless of model quality.
Realistic target = ceiling × the share you would let run without review. That last number is a risk decision, not a capability: it belongs to you, and the guardrails playbook covers how to decide it per category.
The repeat-but-undocumented figure is the one to act on: those tickets raise the ceiling itself once written up. Our guide on structuring a knowledge base for AI retrieval covers how to write them so retrieval actually finds them, and the ROI calculator turns the hours back into money.
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