I used OSTICKET on my lab testing. It's a real fantastic piece of coding. The only 'must have feature' is sending SMS to user upon Ticket locking and resolving. Because nowa days SMS are more convenient for user end.Example if user end internet line is broken, and he logged complains from another computer or call and agent lock his complains, then a confirmation should be sent to user. Is there any way we can query PHONE NUMBER from mysql query? I dont see any easy way to fine the table and link it with teh actual username etc.