I've been searching the forum, because I know I can't be the only person requesting this feature? :)

I run a web business where I sell custom designed products and my production staff sends clients samples of our work as PDF attachments for them to approve prior to shipping. The problem now is, we are using Outlook to communicate and Outlook creates two major issues:

1. We have a lot of clients and sometimes communications gets mixed up and it's hard to know what is going on with a particular client's order. That is why we like a ticket support system, so we can assign ticket numbers for each client, and search for a particular ticket# and get instant data, rather than dig through 2,000 emails in Outlook. :

2. With Outlook, you have to be on an employee's PC to access their Outlook and check email. I like the idea of adding a ticket support system to my website, so that any employee can access tickets 24/7 and be aware of what is going on. I know we can install a Webmail system, but that doesn't eliminate the clutter mess of several emails from thousands of clients.

So, that is that.

I love osTicket myself as a ticket support system, although I don't see how I can attach files or images (PDFs) to tickets? Or how my clients can?

Again, my company sends samples of our designs to our clients and we need a record on each ticket, that shows what files we sent, in case our clients dispute what was sent to them and what they approved. I'd love to see a ticket system where it shows that my guys wrote John Doe and said, "this is sample. Please approve" and I can see the sample to verify the right one was sent. Then, also see where Mr. Doe said, "it's great.. please ship". If he disputes it, the proof is there!!!

I also need for customers or clients to attach files too. Sometimes, they'll write me back and say, "No, this is what I need..." and send me over files to view or better explain what they want. I also need those to be attached to the ongoing ticket, so I can have an account of what was sent and what we sent, etc.

Are there any add-ons out there? I don't mind paying for an upgrade, if this works? I am using osTicket on one site but plan on adding more.

I was going to try out Freelancer... maybe. This is very important. I feel like osTicket is 99% of the way there, towards what I need. It's just missing this one BIG extra!