osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
sorry for my bad english.
My little suggestione is the ability to track total time for each ticket based on single time recorded on all activity of this ticket.
When i reply a ticket i can manually sign the time need to solve a problem.
The system calculate the total.
I attach 2 screenshot from software I actually use so you can understand better what i try to explain.
Thanks and good job :)