The Support Form Deflector answers a question at the moment someone submits your support form. If the answer helps, no ticket is filed. If it does not, the form submits as normal. It works on any HTML form on a page where you can add a <script> tag. You don’t need a helpdesk integration.
The ticket always gets through. If anything goes wrong (a network error, a selector that no longer matches, the reader skips the answer), the form submits as if the script was never there.

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How it works

1

The reader presses submit

The submission is paused. The submit button is disabled and a progress line appears next to it, with a Skip and submit link.
2

Kelu looks for an answer

The question is answered from your knowledge base and given a confidence score. Below the deflector’s threshold (default 55%), nothing is shown and the ticket is filed.
3

The reader decides

A modal shows the answer and its sources. That answered my question closes it and files nothing. Continue to submit ticket files the ticket. The reader can also ask follow-up questions and rate the answer.
Questions shorter than 25 characters go straight through. So does a question this browser already got an answer to in the last 2 hours: the second press files the ticket.

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Add it to a page

Create a deflector under Integrations → Support form deflectors, then paste the snippet from its Setup tab: 
<script
  async
  src="https://widget.kelu.dev/kelu-widget.js"
  data-knowledge-base-id="YOUR_KNOWLEDGE_BASE_ID"
  data-client-key="kl_pk_..."
  data-deflector-id="YOUR_DEFLECTOR_ID"
></script>
Everything else (selectors, text, threshold, colours) is stored on the deflector and loaded when the page opens. When your form changes, edit the deflector in the dashboard, not the page.

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Good to know

  • Each deflection counts as one question against your plan’s monthly allowance.
  • Answers never use restricted documents, and an internal knowledge base can’t be used.
  • Each deflection is saved as a conversation. It shows up under Conversations and in analytics.
  • A form inside an iframe from another domain can’t be reached. Add the script to that iframe’s own page instead.
  • To answer tickets after they are filed, use helpdesk automation.

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Next

Quickstart

Set up your first deflector.

Behaviour

Every setting, attribute and default.

Styling

Colours, dark mode and fonts.

Conversation hand-off

Put the conversation on the ticket.

Deflection rates

How deflection is measured.

User tracking

What is recorded about the reader.

Zendesk support form

Step-by-step for Zendesk Guide.

FAQ

Common questions and fixes.