We've implemented Solutions in TargetProcess HelpDesk about a year ago but sometimes people still ask what's the surplus value of this feature. So let's look into it now.
If you're dealing with customers and with their questions/requests, the questions are the same very often, so as a customer support person/account manager you have to type in same answers to same questions over again.
That's why we implemented the Solutions feature. You can think of all the typical questions, put them in to HelpDesk as Solutions and save your time.
See the general workflow of TargetProcess HelpDesk if you haven't used it up to now.