I'm mocking an app, on mobile, which goal is for the user to open a ticket (can be about anything). For example, the user lost his contacts in his outlook. The stakeholders defined me that they want the user to first search for the issue and only then open a ticket on that issue.
so the user flow, in simple terms 1. search the topic 2. found an answer -> follow its instruction to resolve the issue 3. didn't find an answer or answer is not good enough -> open a ticket 4. while writing the the issue description suggest related issues for
My question is whether step 4 is over exaggerating the search. offcourse the stake holders goal is for users not to open tickets but to search the knowledge base.
What do you think ?