Shanta Nathwani

I second this feature. It would be nice to be able to forward requests that don't actually belong to us, but to one of our clients. We support their help desk, not their end users. I want to be able to copy their help desk so the end user doesn't have to start all over again. 

I wanted to be able to track these as how we closed them. We're on a team plan and can't produce customize results. Can I do this with tags and get those kinds of reports on the plan we have?

We were just discussing this in our organization yesterday. Being able to close a ticket that was "Critical" vs. "Informational" is something we would really want to track. Helps us answer the question, "What kind of ticket was this?" and further, "How quickly did we respond to/resolve those types of tickets?"