hi again, and thanks for your reply, i don't know why your forum doesn't send notification so i know somebody replied!okay, i will make the upgrade as per your instructions, however few small Qs1- can i upgrade from 1.8.2 directly to 1.9.3? or i have to do some steps first?-> i found this is it valid for my case?http://osticket.com/wiki/Upgrade_and_migration2- i had problem with statistics, i read a lot and tried a lot of things, but lines and number of tickets in each department or topic are wrong, will the latest upgrade do the needful?3- for the interface to deal with clients and add them to the system from its own interface, is there a demo to see how this function is working?thanks a lot in advancedMike