When setting up a rule for incoming tickets, I'd like to be able to filter these based on what address the original email was sent to.

We have

tickets@mydomain.com and support@mydomain.com both forwarding to tickets@mydomain.ZenRep.com

I'd like to assign tickets based on the incoming address.

Sometimes a user pulls out the part of the email we parse to thread messages, and their reply comes in as a separate thread. Or they just send responses as new emails. Having the ability to merge two threads from the same user would be ideal.

I need to have an overview of how we process tickets. There is no setting to let me know when a ticket is closed. This means I have to check in ZenRep to see if people are doing their jobs. I guess we could add answers/closed notifications to the daily digest.

Our clients wish to see details of helpdesk tickets we receive, we don't want to give our clients access to our admin panel, we just need an easy way to share meaningful data (similar to what is shown on screen in reports beta) with them on a periodic basis, so they are informed of the type of helpdesk tickets we are receiving and they can tell how quickly we are closing them.

When seeing the "feedback and support" tab on a page, users assume that when they enter a ticket, you know what page they are on. But the widget does not add the URL location to the ticket. That would be nice to have.

How can I change the content of outgoing Support emails (that are auto-generated with each ticket?)?

This way, once we answered a support question, there would be less chance we would have to answer a similar question.

Sometimes one of the admins might forget to reply to a raised ticket. It would be very helpful to be able to send the assignee a reminder about the ticket.

Instead of having to click on each ticket to see who has been assigned a ticket... I wish there was a one page view to see who has currently been assigned a ticket at a glance.

Would be nice to see some breakdowns of the response time it takes from when a ticket is created to first response, to closing the ticket, etc.

At the graduate school we have a team of three people doing triage on new tickets. They either answer or assign them to a specialist. One of the three acts as team lead and assigns one-third of the tickets to each of her teammates. During the height of application season this could be a few hundred tickets every morning. All of this work could be avoided if a rule could be created to assign the tickets round-robin to these team members as they are received.