Glossary
Deflection
Deflection means the help center or assistant answered so a person did not have to. Xupport only cites published articles; otherwise it hands off.
Last updated 2026-10-09.
In Xupport
Deflection is when the visitor gets the answer from an article or from the assistant citing that article. Xupport does not invent a deflection rate for your workspace. If the article is missing, the assistant hands off — that is not deflection, it is a ticket.
Related
Questions
Common questions
- Does Xupport measure ticket deflection?
- Xupport does not invent a deflection rate. The assistant cites published articles or hands off to a person.
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