First my congratulations to the progammers of this tool. I'm happy that I can use it now! OTRS is nice for managing incomming e-mails but support is often done via telephone. For telephone support the most important thing (at least for me) is managing contacts. So I miss the following features: - Forms for managing customers and their contact persons (two tables) - field for foraign system customerID for referencing with billingsystem - In PhoneView: - search for contact name and automatic fill for the fields e-mail and customer ID - optional new ticket with only a name (if contact has no e-mail - yes, this ist real) - Quick insert of new customer and contact if name is not found - Filter for open (and closed) )tickets by customerID, Name or contact name (for fast editing an existing call when contact person did not know his ticket#) - on incomming mail automatical fill contact name and customerID if e-mail address match with contact in contact table - change of the From field on existing ticket if ticket is generated via PhoneView (to correct errors) - flag for billing in each step of a ticket (you can't make an invoice for all things you do) - separat statistics for work and possible billing grouped by customer and contact with list of ticket# - view cusomer name in queue view Generally I miss: - send answers with attachment I hope I'm not alone with this wishes and may find some of this in feature releases. regards Volker