I am finding that many of my clients enjoy using their email for support. But I would still like it all to be documented somewhere. I have seen companies use systems where both emails and the support system are synced together. This can also help in creating FAQs out of these emails. Is this something your system can do? Will be doing?
Also, do you guys plan on including a support rating system? It would be great to get users to rate the support they received after the ticket is closed. As you know, support and an easy to use and convenient system is key in our industry!