Hi, We've been using OTRS in our organisation for about 6 months now and in many ways it does everything we want and has been a vast improvement over previous ad hoc systems. There are two areas that are frustrating though and may cause me to look elsewhere for other solutions: 1. Our customers are companies - but of course we get support requests from individuals. Obviously you can link them together using the same CustomerID but what would be great would be the ability to select the customer from a drop down box when a ticket comes in on order to set the CustomerID. 2. Reporting - I'd love to generate some more reports - things that spring to mind are: Number of new tickets in office hours / out of hours Time between new ticket created and first agent response Time between new ticket and ticket closed What are other people's experiences in these areas? Thanks, Marcus