You’ve written the knowledge base article. It answers the question perfectly. And customers still raise a ticket, because the portal never put it in front of them while they were typing.
Why it happens
Knowledge base deflection in the portal is weak: the right Confluence article rarely surfaces as a customer fills in a request, so easily self-serviceable questions become tickets your agents have to answer by hand.
The cost of weak deflection
- Agents answering the same handful of questions over and over.
- A knowledge base that quietly stops earning its keep.
- Longer queues for the requests that genuinely need a human.
How Patcher fixes it
Patcher suggests matching knowledge base articles live on the portal form as the customer types, deflecting the easy questions before they become tickets. It runs on Forge and toggles per project or space.