Hi Robert, I had similar issues at the beginning, now it's been close to a year of using the way I wanted, that's the beauty of open source, osTicket is one of the best I have ever used, other open source has a limitation.The best way I learn this system is written down and created the flaw of how I want to use the support system then set up and tested, each setting has ? to it, which tells you what that function does, I am planning to write my own document on how to use the osTicket, to help others out thereStevland is right, use the forum for each issue you have and someone might have already done that, which you can use it, just make sure to keep documentation of all the changes, you will need when you do upgrade