Hey!
I'm going to be making a support ticket system in PHP\MySQL sooner or later. I want to make a big competition with the current, ever so popular software, PerlDesk. I'm going to introduce the new software at $9.95 per license and then raise it to $19.95.

Anyway, I like the features they have on PerlDesk, however, I think I can do much better with feedback from users. Please leave some comments.

Thank you.

Bear in mind that there's an explosion of good cheap ticket/helpdesk systems lately. By the time yours is out the rest will have jumped ahead too. What I'm saying in a kind way is you might have missed the boat ;)

What's your release schedule?

im not sure..people will continue to want them though.

Maybe by trying something different can make the program stand out in the market.

Automation intergrates with all well-known control panels. User will be added automatically into database when a new domain is added.

When a client submit a trouble ticket which contains words that found in the knowledgeable base database, telling them they may find the answers in kb section somewhere.

For example, the ticket contains "nameservers" and there are several topics in KB discussing how to setup nameserver, what is nameserver, etc. When every time a client submits a ticket, the page returns the search query of KB.

Just some opinions. Not sure if it's realistic.

I like that idea, except the first one, its a good idea, however, this is just a support ticketing system, not billing & support, which then again, it could be in the future. When a user submits a troubleticket, before it submits, it takes them to a page that says
"Related Questions"

Then at the bottom, it says submit ticket... So basically a user is given a chance to look if its in the Knowledge Base beforehand, when they submit it.

That is in place at doteasy.com - I like it actually.

Yeah.