Then you're aware of the fact that the system sends emails (as if in response to a client-initiated email - which is incorrect) when you use PhoneView? This is not desirable. Also, using 'PhoneView' for something unrelated is just plain confusing. Especially in large helpdesk setups - imagine having to train people with this kind of confusing terminology.
Um, I find it quite useful; the client then knows their ticket was created, and can then reply to the generated notice to add extra information if they need to, as I recall? (Only used it once) It would perhaps be easier to simply add a checkbox to enable/disable the confirmation email, and have a setting in the config as to whether this should default as on or off? As for terminology; thats part of your original point 5. You could call it anything you liked then :)
Excellent - do you have any other ideas to add to the wishlist?
Well, I've not looked into if its possible yet, but if it's not already part of otrs (I barely use half the features as it is, so its possible I've overlooked this) it'd be nice to integrate it into a customer area; and have them preauthenticated. I'd imagine this is already done, though I'm not sure if it supports looking up customer details from another, existing MySQL DB? Regards, Phillip Baker