Possibility of using a variable to define what to call a "Ticket". For example, instead of saying New Ticket, it could be New Request, New Issue, New "Insert name here".I use osTicket internally for the company I work for and some users don't like the word "Ticket" as it seems to send a negative message. They are in queue, get in line and wait, and so on. I've recently gone through all the code and several reply emails and changed the wording from Ticket/Tickets to Request/Requests and it has been received much better. Just a thought.