The napili template is one the most powerful support community templates. Napili allows customers to post questions in the forums as well as search for and view articles. If customers still don’t find what they are looking for after exhausting both these resources they are able to contact a support agent.
The template even takes it a step farther and adds suggested discussions and articles to your personalized support community. With all of these resources and options It becomes highly unlikely that you will have to create a ticket in order to find the answers that you seek.