Great plugin. I wanted to see if the following is available in the tool, or if it requires custom development? I hate to custom on top of a plug-in, so I hope there's ways for the plugin to configure and set some of these up.
1). Export out report in CSV of tickets (either manually or via chron job).
2). Ability to add custom fields including drop-down options (Are of focus, Business unit)
3). Ability to ask "final delivery date" - use ticket system as job request.
4). Custom Status levels (in progress, on hold)
5). Emails to agent on each ticket opened. Email to admin each time ticket is sourced, closed.
6). Notes section to capture reason for change in status
7). Email Piping
8). Ability for admin to update change original ticket details on sourcing.