Deflection Wizard
by Monochrome
Deflection Wizard guides users to the right solution before a ticket is even created.
Install Trend
View Install Data
| Date | Install Count | Change |
|---|---|---|
| 2026-09-09 | 0 | - |
| 134 days of no change | ||
| 2026-04-27 | 2 | -2 |
| 182 days of no change | ||
| 2025-10-26 | 0 | +2 |
About
Deflection Wizard intercepts tickets before they reach your service desk. It guides users to known issues, knowledge, or the right forms, cutting volume and speeding up resolution.
Too many tickets get logged when they don’t need to be. Deflection Wizard sits in front of the incident form to catch those moments, offering faster paths to resolution before a ticket ever hits the queue.
Whether it’s a known issue, a self-service fix, or a simple request routed the wrong way, Deflection Wizard guides users to the best next step with zero friction.
The result? Fewer tickets. Faster handling. Happier users.
Key Features
Major Incident Handling – Quickly identifies and manages critical incidents.
Most Useful Articles – Surfaces high-impact knowledge for common issues.
Most Popular Items – Surfaces the popular catalog items.
AI Search Integration – Suggests solutions before tickets are created.
Self-Resolution Support – Empowers users to resolve issues without agent help.
Incident Deflection Optimization – Reduces repetitive, low-value ticket volume.
Seamless ServiceNow Integration – Works natively within existing environments.
Minimal Configuration Needed – Easy deployment with low setup overhead.