[kaycebasques]

This is close to an ideal outcome, IMO. For us technical writers it's a sign that we're doing our job correctly when support/software engineers answer customer questions by linking to our docs. It's viewed as a good thing because presumably it wasn't too much work for the engineers to find and send that link. Much less work than recreating ad hoc explanations for the same question every time that it comes up, at least.

If something feels off about the situation, you might argue that it could be a symptom of suboptimal design. I.e. "this is covered in the docs, why aren't customers finding it?" But in my experience there will always be a subset of new, inexperienced who default to asking for help in the forums. Once they see that the engineers keep linking to the docs to answer their questions, they usually get the hint that they should just check the docs first.