Hello, first of all, thanks for your great work! From version to version it gets more and more exciting! One thing I am missing at the moment is an automated recording of the spended time per ticket. We have to report the time spended per ticket, well and I am a little bit forgetful, so sometimes I leave the field empty :-(. Would it be possible to track the time from zooming in a ticket until sending a mail or editing a phone call respectively? If the field for Time units is empty while sending the mail, a popup should appear which reminds one to enter the time spended. Absolutely superb it would be, if the field would be already filled with the time spended since zooming in. After sending the mail the view should switch back to ticket or queue view, respectively. Also I would like to add two states for tickets: feedback and pending feedback. In the ticket view the state feedback should be appear beside new, pending, reminder .... . All tickets with the state 'pending feedback' should be included in 'Pending' and if the pending time is reached they should switch to 'feedback'. Is this just an configuration task or have more to be done? Thanks again Bye Ralph