One hates to find fault with something obtained for nothing (looking a gift horse in the mouth and so on), however... after working with osTicket for over a week now, putting in mods, debugging queries, etc., I'm becoming frustrated with the level of missing features. The things that keep me coming back from another app I'm evaluating are the ticket locking, the cost, and this forum.

However, those things may not be enough to keep me on board with this. I feel this application suffers by lacking the following necessary features:

1) Edit and delete individual messages, responses, and internal notes. Various fields such as the customer's email address should be editable as well.

2) Safely display HTML email (I'm aware this is a difficult one) instead of stripping out HTML tags.

3) Admin should be able to add custom fields.

4) Search function should also search responses, internal notes, and message body (djtremors wrote a mod to search responses, which I fixed and added message body searching as well). Why searching didn't include the customer's messages, by default (and the code comments say it won't) is beyond me. It makes the search function not worth very much, IMHO.

5) Message quoting (another mod I've added)

6) Cc and Bcc fields

7) Merge / reassign customer ticket function.

8) Who replied last / who's turn to respond / new message in thread type indicator. Again, NaN0 wrote a mod for this. I tweaked the main query again, and have it giving the last date pulled from various date fields throughout the database (ticket create, update, response create, update, and something other one I can't recall.)

9) A customer knowledge base would be great.

It's a good start and it's pretty easily customizable from a programming perspective. The above features would make it even better!