In my first week with osTicket, I have been pretty satisfied, just a few features I would like to see:

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1) A more extensible template system. By this, I mean a way to make more variable names. A cleaner way to do this would be to send $body to a convert function, allowing for a preg_replace or something. This would allow you to have the search and replace items as arrays, and just make one call, instead of having a str_replace call for each item you want to replace. Also, moving it to a function would make it more accessible, so you dont have the same str_replace(or preg_replace) in all the different places for each possible response.

2) Cleaner group/department structure. Right now you have groups and departments, which kind of overlap. Users are set in a specific department, but then are in a group which can have multiple departments (which may not even include the department they are set in on their staff page). I would like to see this cleaned up, where the user is a member of a group, and the group is a member of a department(s). That way, you get to set up specific groups to be able to get alerts, etc for multiple departments.

3) The alerts system. Right now you have to be set to a specific department to receive alerts. I would like to see this moved to a group option. Also, the 'new messages' alerts should at least include all of the options of the 'new ticket' alerts.

4) Saved searches. Make it so you can save searches, so you can click and run a query. Also, this might be a bug, but when you do a search, the 'refresh' button takes you back to the full ticket list, instead of refreshing your search results page.

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I will try to show my reasoning for the above by explaining how I am using the system.

Right now, I am using the departments as 'queues', and have a limited number of staff. I need all the staff, whether they are admins, managers, or just staff, to get notices when new emails come in, so they can respond to the ticket in a timely manner. This applies to both new tickets, and new messages.

Don't take this as harsh criticism, just expressing what I could see as some improvements. Overall, I am quite impressed with the software, and look forward to seeing its continued development.