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FY26-Q2 Support Roadmap Project: Closure habits - Links

In Progress: Full description is pending while we determine scope from FY26 plan on this Closure Habits . Work-in-progress

GOAL: Every support ticket closed represents an opportunity to strengthen our knowledge and improve future customer experiences. We commit to ensuring that all Support ticket resolutions are documented, searchable, and reusable through linking of knowledge articles or documentation.

No ticket closes without knowledge linking . Every resolution must include a link allowing us to gain insights into support and knowledge.

The Expectation is that All support tickets will be resolved using knowledge articles and/or documentation. Support Engineers will search for and apply existing knowledge articles or documentation. When no relevant documentation exists, Support engineers will capture the resolution knowledge before ticket closure. This can be accomplished through:

  • Creating a new knowledge article (in DRAFT or PUBLISHED status)
  • Updating existing documentation (modify and link)

This ensures that every solution becomes available for future use, preventing repetitive problem-solving and accelerating future resolutions.

Links to knowledge articles or documents should be added throughout the ticket lifecycle.. As support engineers search for issues, or provide customers with information, they should link relevant resources in real-time. This creates a knowledge trail that benefits both Customers and Support.

By maintaining this structure, we will:

  • Reduce resolution times through immediate access to proven solutions
  • Ensure consistent, high-quality responses across all customer interactions
  • Build a validated, continuously improving knowledge base
  • Enable data-driven decisions about documentation priorities
  • Accelerate onboarding and knowledge transfer
  • Transform every customer issue into a learning opportunity that benefits all future interactions

This is a fundamental aspect of how we deliver support. Every support engineer is responsible for both using and contributing to our knowledge base. Every Support manager is responsible for reinforcing these habits and ensuring that every support tickets captures knowledge through linking.

  • More Details will be outlined (Such as Training, etc.) NOTES HERE
Edited by Kirsty Allen