Just to start i think the developers have done a great job! I thought i'd mention some things that I've come across that might be beneficial....Knowledgebase:1. Having the ability to create Subcategories in the KB would be useful so we can break component parts of an application into areas rather than having one big long list of FAQs.2. Making the knowledgebase also available for guest access would be more convenient for users. Equipment Inventory:I think having the ability to link an item of equipment to a ticket would be useful. One of our tasks is to send away faulty equipment to a third party for repair and users often query the status. I modded our ost 1.6 system to include equipment with attributes (such as the name, serial number, support expiry date, etc.) and made it possible to link the equipment to a ticket. Obviously you could do this in subcategory format with items like printers, pcs, projectors, phones, etc, etc.