Knowledge base articles can be automatically recommended to users who submit a ticket, allowing for self-solving of incidents. To control when a knowledge base article is triggered, navigate to the article you wish to edit, and select Edit Article on the right.
Scroll down to the Applies To section and select what models, device categories or issues this article will apply to. When you have finished editing, click Save Article to save your changes.
Also, Knowledge Base articles links will are added to the emails requestors receive when submitting tickets.