[thorsteneckel]

We're in our first month of releasing Zammad [1] an open source Zendesk alternative with pretty neat features. You can check out some screenshots or a free 30 day trial oft our hosted solution on our commercial site [2]. I really like your feature ideas and will later create issues for them. Would be great if you add some too if you have more of them.

Full disclosure: I'm part of the maintainer staff.

[1] https://github.com/zammad/zammad/ [2] https://zammad.com

[jlgaddis]

Additional features: custom fields w/ user-chosen types: free text field, drop down list, etc.); time tracking (I spent n hours/minutes on this ticket); these should be searchable.

Major feature that allows me to work around any shortcomings in your office: API access to everything and/or database access (preferably direct read/write access, but even if it's just a downloadable .sql.gz it's a huge benefit).

I'm probably not a typical user, though, FWIW.