I am new to OTRS, but I already have some feature requests. I am used to use Outlook and besides its lack of features and of course limitations, at least in terms of mail quantity and user-shares, Outlook has some good things that I would also like to see in OTRS. For example, as far as I know, when composing a new ticket, I can attach only ONE file!! If I have two screenshots for a customer, I have to zip them first?? Other things are: - the manual is too technical. I would like that there is more written and explained how things work and not just the .pm files listed. Example: SPAM It might be good if there would be more written about HOW to filter SPAM and stuff. - TIME zones. I know people talked about this in the lists. I am in Italy+Germany and the OTRS people are also in Germany, how come there is NO feature for time offset as in other softwares??? I use ModernBill which uses also MySQL and it HAS time offset!! - store ticket before sending. I loved this outlook feature. When I compose a new message, I could store it before sending. For example, I write several messages and then at a certain time I insert some more things and then I decide to send them. With OTRS, I have to send them IMMEDIATELY! :-( - Filtering is not as easy as it could be. If there were some filter options, not only FROM, but also TO, this might help a lot!! Thanks, Marc