I want to add my thanks to the osTicket development team as well. We started using osTicket over two years ago after the developer of our previous support ticket system went out of business, leaving all the users who had paid for a license hanging.
I researched a number of paid and open source options, and went with osTicket on the advice of a friend who had used it while working as tech support lead at a communications hardware manufacturer. We had good results with the system, and I never took the time to thank the people responsible.
I upgraded to 1.7ST over the weekend, and this morning I discovered a serious problem. The quick response from ntozier pointed me right to the solution, and that experience confirmed my previous belief that going with osTicket was the best decision I could have made. osTicket has given our small software company a professional, organized and efficient system to manage support requests and keep things under control. The only thing missing for us was a Knowledge Base/FAQ and now with 1.7 we have that! I spent a couple of days converting old email replies into the the start of our new knowledge base, and have already received several positive comments from end-users.
Thanks again for all your hard work!