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NICE CXone Expert
Expert Success Center

Use the Search-In-Place Touchpoint for Ticket Deflection

Applies to:
MindTouch (current)
Role required:

Use Case for Ticket Deflection

Expert drives product expertise and self-service, relieving support teams by reducing support ticket volume. However, there may be scenarios where your customers may still want to contact support. Touchpoints can extend the self-service experience to the ticket submission page.

Ticket deflection is the concept of addressing customer issues and questions proactively so that they do not need to submit a support ticket. When a customer has an issue, typically they will look to contact product support through a variety of channels including a submission form or call. If a customer is able to solve their own problems through self-service, that would be considered a ticket deflection. 

A benefit of ticket deflection is an overall reduction of support tickets as well as a higher satisfaction among customers. Furthermore, customers will be able to learn on their own and become product experts, using the Expert site more effectively as they continue to self-serve their own support issues.


  • Admin access to your Expert site
  • Admin access to your help desk or CRM software
  • Familiarity with HTML, CSS, & JavaScript
  • Knowledge of how to configure and embed the Search-In-Place Touchpoint


  • Search-In-Place Touchpoint
  • Ticket submission form
    • This form can either be pre-existing or you can create one specifically with this recipe in mind. This can be a generic embedded ticket form that is connected to your help desk or CRM software of choice. This form can be a native feature of your help desk or CRM software.

Deploy the Integration

  1. Create and configure a Search-In-Place Touchpoint
    1. If you chose to enter a CSS selector in the Search input CSS Selector field, verify that it identifies the ticket submission form input that you would like to use as a  Expert search query source.

      Remember to use the correct hostname so that your Touchpoint will work properly after embedding.

  2. Embed your Search-In-Place Touchpoint on the website that hosts your ticket submission form. Place your embed code in the area where you want your results to populate. This is typically below the input field or to the side of the form
  3. If you chose not to enter a CSS selector in the Search input CSS Selector, when the Search-In-Place Touchpoint was configured, you may use a DOM event listener to attach the Search-in-Place search query action to a ticket submission form input.
  4. Test the Search-In-Place Touchpoint by entering search queries into the search input field. A list of any related articles will populate:


This Touchpoint configuration will also hide the default Search field for the Search-In-Place Touchpoint.


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