I'm wondering how other folks are using Resolutions.

 

I understand that I can search Solutions, then copy the resolution from a solution to the resolution of my ticket, but what if I want that solution to go to the requester.

 

Where's the step for emailing that solution to the requester? (Our folks aren't using the portal yet and may never).

 

I'm trying to understand the workflow: Should there be an option from the resolution tab to send it to the requester?  Is that supposed to be done by saving, then going to a reply template and adding? Is there or should there be a feature request to send from the Resolutions tab?

 

Thanks in advance for your feedback.