Dan Lauer

+1 How can this not be a feature? Clients routinely email outside of the ticket thread and we need to post those emails and their attachments to the ticket. It's astonishing that there is no existing way to do this.

I just don't understand why, with the ability to define custom views, why it's not possible to specify which view a particular agent uses as the default "dashboard" view? How hard can it be?

+1 Hard to believe there is not, at least, a customizable view for the Dashboard.