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Hi Carl, I think these are all great feature requests did you get any feed back about inclusing in a later release? We use this for software support and so far its really useful but we need some of that you have asked for before we comit to an unlimited seat product.

Here's my feature requests for SmarterTickets : Rules that allow to route tickets based on determinated condition (subject, destination email, specific headers, etc...) CRM-like features: Be able to see others tickets for the same email (with status... closed, opened, etc... quick stats) - a notification...