Greetings, folks! First off, thanks for writing and distributing OTRS for free. It's one of the best support mechanisms I've seen and competes very well with commercial tools. The opensource community doesn't get enough thanks for what it does, and that should be fixed whenever possible! That said, is there any place where a feature list for OTRS 2.0 is available? I'm competing 1.3.x against a commercial tool called 'Footprints' for our support team, and I'd like to know if any of the "Deficiencies" in OTRS vs. Footprints are close to being fixed. Also, one last question: Is there a built in mechanism for automatically adding new customers (IE, emails OTRS hasn't seen before) directly into the customer database, or would I have to write my own? (OR, is there a better way that I just haven't thought of yet?)