IMHO, in a scale of value from 1 - 10:
> 1. Ticket can be created either by mail/ browser > 10 > 2. Ticket can be assigned to some group mail/personal mail. > 7 (to a group or more then an agent is not easy for me to manage, responsible/owner some times is not enought) > 3. Ticket can be tracked ,SLAs can be monitored > 10 > 4. Mail should come when someone responds the ticet. > 10 > 5. Reports should be available. > 6 (lack in some features in native mode and is not really easy some time to have what you really want) > 6. Customer can do attachment and select priorities. > 10 > 7. Customers should be created such that different products can be > assigned to him for ticket generation for that product > na (not understand or not used) > 8. Customer can view/get notification on receiving ticket/change of > status- NOT ALL But some notifications > 8 (or all or nothing or with notification (event) but with hard work ;) )
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