i also wanted to know if this function is available - I can't seem to find it if it is --..
Currently this is not a default feature. It has been suggested here http://osticket.com/forums/showthread.php?t=23(http://osticket.com/forums/showthread.php?t=23) and http://osticket.com/forums/showthread.php?p=3014(http://osticket.com/forums/showthread.php?p=3014).
And Peter (The lead osTicket developer) has said this about it:
Most of the features you mentioned are already on todo list and/or in various stages of development. Any development help you can provide would be appreciated.