8 July 2026
The Success Window That Makes Deflection Believable
Pick a time window for “helped without a ticket,” write it down, and stop moving it mid-quarter.
If someone reads an article and opens a ticket three minutes later, that was not deflection. If they return a week later for a new issue, that may still be fine. The difference is the success window you agreed to measure.
Common windows are 24 or 48 hours for the same reason code. Whatever you choose, publish it next to the rate. Changing the window to “improve” the number destroys trust faster than a low baseline.
Once the window is fixed, improve content and flows—not the definition.