About Solutions


Solutions are text templates you create for closing issues. They allow you to pre-define appropriate answers, steps or statements that address common questions, issues and requests.

While your Agents may still change or add information once they select a Solution, its base template helps ensure the same kind of issue—no matter which Agent works it—generally receives the same or similar resolution.

All users can view Solution-related data in issues and reports, but only users with Can Close issues permissions can select a Solution on an issue.