There’s nothing wrong with that approach, the person raising the support ticket likely hasn’t read through all the documentation of the product they’re using.
If implemented well, sure -- sometimes, maybe often, you can point a customer to a support document that directly answers their specific question and relieves some of the load on your staff. That's great.
But the execution matters a lot, and DO's is currently not great. IIRC, it takes clicking through a few screens of "are you sure your question isn't in our generic documentation? How about this page? No? This one then? Still no? You're really sure you need to talk to someone about this error? sigh Okay, fine then."
These systems should not be implemented as a barrier to reaching human support, but they often are.
In all my experience with support, I have been referred to a document that helped me with my problem literally zero times, because if something went wrong the first thing I did was Google it and so I already saw the unhelpful document.
