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@@ -7,7 +7,21 @@ description: Linking knowledge to a support ticket (for Support Engineers)
**Are you linking content to a support ticket?**
Did you know that it can be a document or a knowledge article? Linking ‘any’ knowledge to a support ticket creates a critical feedback loop for us. It provides valuable insights into opportunities, as well as measurements. We have not yet made this a mandatory process. However, we need and want this to become the norm for you during your support workflow. Try it!
Start with SEARCHING for knowledge!
In Zendesk, within a ticket click on the Knowledge Icon in the Right panel, and then use the Search (magnifying glass) to search for a resolution to that ticket. You can SEARCH for documentation and/or knowledge articles within that search functionality!
When you find knowledge (Documentation or article) you can and shold then LINK taht knowledge to the support ticket. Linking knowledge to a support ticket creates a critical feedback loop for us. It provides valuable insights into opportunities, as well as measurements.
