Hi, we've been looking for a ticket service to manage all our clients. now we're testing yours, osticket, which seems quite powerful but we miss some issues.
1.- client authentication to acces to all user's history, not just ticket authentication.
2.- ticket forward between staff
3.- attachement files in new ticket submit form
4.- history calendar user/tickets and client/tickets
5.- dedication hours/tickets
6.- ticket status while processing
7.- assign clients to a client account with access to a specific department
well... perhaps some of them are already made but we haven't discovered yet, but in any case, congratulations because although this suggestions seems quite great!! :)