Curious that’s all. I stripped back Lisa’s approach as I thought it was too much. However, I let my first client loose for user testing and their comments were invaluable, asking if I could add in some of the stuff I’d initially stripped out.
The only thing I’d like more control over is the content of email notifications but can’t really do that on a per weblog basis which is unfortunate and also the search.
It suits the need for the time being and it’s free. Client raises a ticket, gets assigned status of ‘new’ I get an email telling me ticket submitted by x, I can go in, change status or priority. Leave a comment and the client automatically gets notified.
I have filters for by client, ticket status, ticket priority.
Touching on search, clients can only see the tickets raised by others in their member group but if they were to search, the excerpt could give away some things. So far I can see how to restrict searching across entries that don’t belong to your group.