[foxtrot]

Ive been a fan of www.kayako.com for some time, its got lots of features and is relatively inexpensive.

For a new product what I would like to see: Easy Template System Simple Back-end 1 Click Install (simple to wordpress) Live Messaging

1 area that I do not feel has been explored or taken advantage of is desktop software. I tried a while ago to create a desktop app that would sit in the system tray, receiving status updates and messages from a central system.

It would allow customers to stay up to date with system status without visiting a website and it could be used to notify of support replies, which should then reduce the "I didnt get a reply" issue.