It looks like you can't do that.
I looked into templates, but it doesn't really accomplish that.
If a user opens a ticket and chooses the forgot password category, is there a way to send an email with a link to the knowledge base for, how to reset your password?
If this leads to a dead end, you could have an auto-reply template (linked above) when a user opens a ticket, saying something like "Did you know, many issues are found in the internal KnowledgeBase, try searching your issue there in the meantime and close your ticket if you find a solution."
Depending of the environment or technology?
What's the problem with that?
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