Hi there,
so I've spent the entire day so far reading, trying and comparing codes and reading discussions of features I'm missing. Just to the background of why I'm writing this post:

We have recently switched (after 7 years) using HESK (with mfh) to osticket 1.16, at first everything is awesome and I love how forms and lists are deeply customizable. However, after trying the ticket system (and yes, it's now open for customers) I can not believe there are very simple (but needed) things missing.

The reason for this thread is to explain the developers (and maybe community coders) the urgency or rather need of some simple things that might scare people of who are looking at trying osticket for their site as well. Why? Because many people install it, see features missing and don't even think about discussing it. I want to at least give it a try and won't abort after just 2 days of using it. Maybe I'll find some developer or community help. But in my opinion those are features that should be in osticket per default.

Here's the list of what I found (what's really killing the ticketsystem for us):

You can not see the last replier in the ticket list (yes, it's bold if unanswered, but seing a name of the last replier is needed)
there is no $var for the current agent's user name? If I want to have my name in a canned response I would need to assign the ticket to myself first, and if another agent uses the canned response while the ticket is assigned to me he'd get my name in there? Why? 🙁
tickets can not close automatically after being inactive for e.g. 3 days? As I can not configure (at least I have not found it) to define a default status that's applied after answering (aka resolved) somethig missing like that is killing it.. I saw an plugin for that, but that does not seem to work with 1.16? 🙁
You can not see the category (aka Help topics) in ticket list (if I just want to deal with one kind of issues or requests as I'm the lead admin I do not want to bother with stuff I don't care? We have about 16 different help topics but all agents do deal with all issues, 8 agents)
the status of a ticket can not change to "answered" automatically after responding? Or in general, I can not set a status that's automatically applied after an agent answers?
Why would a signature not be added to the ticket (just in mails)?
Why can't the admin change the signature of each user, the user needs to change it in their own profile?

Those are basic things that almost any other ticket systems do support. I've tried so many ticket systems before going with osticket, they all had, but I love how osticket does the custom forms, etc, in general, I love how osticket does stuff but the upper points are something that makes it really hard for us to stick with it..

I hope anyone can assist here, on those points. Maybe we'll find a solution so we can stick to osticket.

Chris