Why did my Elevio deflection rate suddenly drop?
The Elevio help pages give 3 common reasons. The first to rule out: Elevio says that when someone submits a ticket because there was no related content or the suggestions were not useful, it counts as a submission rather than a deflection.
What causes it?
Elevio says that when someone submits a ticket because there was no related content or the suggestions were not useful, it counts as a submission rather than a deflection.
In the Elevio help:
if the user ended up submitting a ticket because there was no related content or they didn't find the suggestions useful, the ticket is then classified as a Submission.
Ticket Deflection Rate, read 2026-11-12.Elevio says that as a general rule, the more complete and current your knowledge base is, the more likely relevant suggestions are shown.
In the Elevio help:
As a general rule, the more comprehensive and up-to-date your knowledge base, the more likely it is that GateKeeper will surface relevant suggestions to the user.
GateKeeper for Support Module deflection, read 2026-11-12.Elevio says GateKeeper supports a listed set of languages at the moment.
In the Elevio help:
At the moment, GateKeeper supports the following languages
GateKeeper for Support Module deflection, read 2026-11-12.
How do I check it myself?
Elevio's ticket statistics report can show what a customer meant to send, which suggestions they were shown and which one solved their issue.
In the Elevio help:
that will show you what the customer intended to send, what suggestions they were delivered, and which suggestion solved their issue.
GateKeeper for Support Module deflection, read 2026-11-12.Elevio's deflection report can show how many tickets were deflected or submitted, and what share was deflected each day, so you can see which days the rate fell.
In the Elevio help:
It includes how many times support tickets were deflected or submitted, as well as what percentage of tickets were successfully deflected on a daily basis.
Ticket Deflection Rate, read 2026-11-12.
How does Elevio work with Feder?
- Connect Elevio to Feder and it joins your Experience apps.
- When you connect Elevio, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.
See whether you can trust the numbers in Elevio, one of your Experience apps. Feder only reads. It never changes anything in Elevio.
What else goes wrong with these numbers?
- Why are my Elevio searches coming up empty?Elevio
- Why don't my Elevio views match my site traffic?Elevio
- Why did Google Analytics stop collecting data?Google Analytics
- Why aren't my key events showing in Google Analytics?Google Analytics
- Why does Google Analytics show (not set)?Google Analytics
See every question.
Where do these answers come from?
Every cause and check on this page comes from the Elevio help pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.