I'd like to provide my 2 cents. I am broke otherwise it would be a dollar. OSTicket is an open source community driven by the users (to an extent). You have folks developing for OST on their own time. Features are added that are requested (usually depends on the need from the community), but it doesn't happen overnight. Automation has just started picking up more so everywhere, it mainly was just companies that had the coders, but just like photographers, everyone is a programmer nowadays. We always suggest to submit feature requests because it helps OSTicket but also the users who enjoy the helpdesk system.