Have you seen this?https://github.com/osTicket/osTicket/pull/3231Your second idea sounds like it would be a fairly simple customization for a professional programmer to pull off. You can hire the osTicket developers to write some custom code for you, or look for a programmer elsewhere (I've used Freelancer.com myself in the past).If you do decide to hire a programmer, you may want to wait until 1.11 comes out, which could be soon from what I hear.