I'm new to Zoho and am looking to replicate something I did for a previous employer. I want all newly created tickets to receive an automated welcome message that includes a few recommended articles from our knowledge base. Ideally there would be a way for the recipient to optionally indicate whether the articles were of help and the ticket can be closed.

I know Zoho can send an automated welcome message, but the part that I haven't yet figured out is how to include recommended articles.

What we are not looking for is a reply written by generative AI that attempts to resolve the ticket. A simple list of possibly helpful articles supplied prior to a human agent getting to it would be perfect.