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Categorise a month of tickets by what caused them, not by what they were about. A confusing checkout step, a billing message that reads wrongly, a product that ships late.
Usually a small number of causes produce a large share of volume, and several are fixable by a team that does not know they are causing them.
A confusing billing message generating six hundred tickets is a copy change, not a knowledge base article. Deflecting it means answering the same question six hundred times more efficiently.
This is the highest-return work in support and the hardest to get done, because the fix belongs to another team and the pain belongs to yours.
Fixing the upstream cause. Deflection is efficiency; a fix is elimination.
Only for questions that are genuinely questions. A confusing product is not one.
It rewards making contact hard. Pair it with resolution and satisfaction.
Half an hour with your own data usually saves reading three of these. The guides will still be here afterwards.