Deflect tickets before they are created
The best ticket is the one that never exists. Done0 intercepts employee requests and resolves them with AI before they hit your queue.
The Challenge
Ticket volume keeps growing
Every new employee, tool, and policy change generates more tickets. Your team cannot keep up.
60% of tickets are repeats
The same questions come in week after week. Your KB has the answers but employees do not find them.
Skilled agents wasted on L1 work
Your most experienced people spend their time on password resets instead of complex infrastructure projects.
Cost per ticket keeps rising
With inflation and labor costs increasing, every unnecessary ticket directly impacts your IT budget.
How Done0 Solves This
Proactive Deflection
AI intercepts requests in Teams, Slack, and email, providing instant answers before a ticket is created.
Intelligent Knowledge Delivery
RAG-powered search finds the right KB article, extracts the relevant section, and presents it conversationally.
Automated Actions
Common tasks like password resets, group membership changes, and software access are executed automatically.
Deflection Analytics
Track deflection rates by category, identify new deflection opportunities, and measure ROI.
Confidence-Based Routing
AI only deflects when confident in the answer. Uncertain requests are routed to agents with full context.
Feedback Loop
When agents resolve tickets, the solution feeds back into the knowledge base, improving future deflection rates.
Frequently Asked Questions
Ticket deflection means resolving an employee IT request before it becomes a formal ticket in your ITSM system. The employee gets instant help, and your agents never see the request.
Done0 tracks every interaction. A deflection is counted when the AI resolves a request and the employee confirms satisfaction without a ticket being created. You can see deflection rates by category, channel, and time period.
Done0 uses confidence scoring. If the AI is not sufficiently confident, it escalates to a human agent rather than risk a wrong answer. The employee can also choose to escalate at any time.
No. Deflection works best for repetitive, knowledge-based requests (password resets, how-to questions, software access). Complex issues, outages, and novel problems are still handled by your team.
Ready to transform your IT support?
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