A ticket counts as deflected when the reader was shown an answer and did not come back to submit.

​
Only the failure is reported

The success case sends no signal. A reader who reads the answer, closes the modal and goes back to work does nothing else at all — there is no second click to record, and asking them to confirm they were satisfied would be a survey attached to a support form. So the browser reports exactly one thing:
sent with keepalive as the page navigates away, because it fires at the moment the ticket is filed. Silence is success.

​
Interceptions that produced no answer are excluded

Every interception writes a row, including the ones that generated nothing — tagged with why. Those are excluded from the rate: a question the deflector declined neither succeeded nor failed at deflecting. They are shown beside it, because a form generating nothing because every question lands under the length floor otherwise looks identical to a form nobody uses. A repeat inside the cache window writes no row at all — the browser never asks again. It reports submitted against the deflection it already holds, so a second press of the same question is counted as that answer being filed past.

​
Where to read it

Workspace → Integrations → Support form deflector → Activity shows, for the last 30 days:
  • Deflection rate, answers shown, tickets avoided, filed anyway
  • A daily chart: answers shown as bars, split into avoided and filed, with the rate as a line on its own axis
  • Average confidence of the answers that were shown
  • The skip breakdown above
The chart is the one to read. A single rate answers “is this working”; only the series answers “did it stop working” — a form whose markup changed under the deflector reads as a healthy lifetime average for weeks before the cumulative number moves. The rate line is plotted only on days an answer was actually shown and spans the days in between, so a quiet Sunday does not read as a day the deflector scored 0%. Analytics → Overview → Ticket Deflection rolls the same numbers up across every deflector in the workspace, including embeds that name no deflector at all. It ignores the knowledge base filter beside it: a deflector belongs to the workspace, not to one knowledge base.

​
Was the answer any good?

The deflection rate cannot tell you. It counts tickets avoided, and a confidently wrong answer avoids the ticket too — the reader goes away satisfied and comes back angry a day later, by which time the deflector has been credited with a success. That is what the 👍/👎 under each answer is for. It is on by default, shows no count to the reader, and lands in message_feedback with every other rating in the product, so a deflection appears in Analytics beside your widget and bot answers rather than in a store of its own. Turn it off under Behaviour if you must; you will be flying on the rate alone.

​
Multi-step forms

If the button that starts the answer is not the button that files the ticket, the deflector never sees the submission and every deflection is recorded as a success. Set the ticket-submitted selector and event — see Multi-step forms.

​
What is not counted

  • A reader who never reached submit. The deflector attaches to a submission; it cannot see someone who read your docs and closed the tab.
  • Anything below the length floor, or inside the repeat window.
  • Tickets filed from a page the deflector is not on. The rate is per form.