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I would *really* like to see some advancement in this area, maybe for 5.x? Other competing software packages are much stronger in terms of authentication options, namely Zimbra, @mail, the usual *nix open source servers. Beefing up LDAP support (not just for address lists) would open SM up to much larger...

Another example is where an existing ticket now needs to involve a new person -- perhaps a department manager, etc. -- but doing a reply in Outlook or SmarterTicket and altering the TO: address to that manager will only include them in the ticket conversation this ONE TIME ... while all future updates...