Do you use ticket deflection?
  v1.0 Posted at 15/10/2017 3:50 AM by Tiago Araujo
Providing your clients a personal service is really important, but it's expensive. You should find the most common requests and contact subjects and make sure they are deflected by creating FAQs or an article.

This way you help your users to access the information they need and help themselves before submitting a ticket, avoiding the contact with your support team.​​

More info: https://support.zendesk.com/hc/en-us/community/posts/203459886-Fine-Tuning-Best-Practices-for-Ticket-Deflection​

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