Use case
Deflect repeat tickets without losing the customer experience
Every ticket your team doesn't have to handle is hours back. Orbit's deflection workflow combines knowledge-base surfacing, automated responses, and a clean self-service portal.
Who it's for
- Help desks with high repeat-question volume
- Software-support teams with predictable issues
- Internal IT teams flooded with how-to requests
Pain points we solve
- Same question, three different answers from three different techs
- KB articles no one reads because they're hard to find
- Self-service portals that don't actually deflect
How Orbit fits
Orbit surfaces matching KB articles when clients open new tickets, auto-acknowledges common requests, and reports on deflection rate so you can improve the playbook.
Capabilities
What Orbit delivers
KB-on-intake
Matching articles surface when a ticket is opened.
Auto-acknowledgment with link-outs
Common questions get an auto-reply with the relevant article.
Deflection reporting
Track how often the KB resolves a question before a tech intervenes.
Common use cases
When teams reach for this
- Internal IT password resets
- SaaS product how-tos
- Onboarding-related FAQs
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