I want to do the same thing, but haven't taken the time to do it with the following solution. It looks promising though by slightly altering the UK English language pack to make the few modifications I would want to make (similar to you I need to relabel Department, Help Topic, etc.). If you try it out and it works let me know and I might re-prioritize this in my environment. I have been waiting for the 1.10 release to really start thinking about it.http://i18n.osticket.com/project/osticket-official/discussions/465http://i18n.osticket.com/project/osticket-official/en-GB#