Yesterday we've released TargetProcess v.2.13. The release is fully dedicated to Help Desk improvements.

In short, we've improved Help Desk user experience and made some actions easier. Some usage patterns:

Action	Old way	New way
Check for unprocessed requests	Navigate to requests list, sort by date. Then sort by last comment date. Filter out ideas to see just issues and questions.	Navigate to Issues Queue
Reply to typical request	Find similar request using search, navigate to it, find appropriate comment, copy this comment and add to the new request.	Click Attach Solution, select required solution.
Maintain conversation	Open request, try to find latest comment in the messy comments thread, edit comments to remove bad formatting and redundant information	Open request and read clean comments thread.