The Zendesk Application records all customer-related information, provided by the customer upon raising a query/ticket. For the Customer Service Agents to resolve said tickets, a backend team is usually required to pull out data from a Knowledge Management portal, which works independently from the Zendesk CRM.
Once the setup is complete, the user will be granted access to the Knowledge Base upon the creation of a ticket/query. The subject details of said ticket will be moved to KM as a keyword, allowing the user to gain access to all related information. The information provided can then be designed in picture guides, decision trees, FAQs or article format.