I find osticket the opensource ticketing software fit most of my requirements, however I am looking to add the following functionality:
1 - Forward the conversation thread between staff and end-user as an external email. This could be done by opening an outlook/ email client to send the email (so the email shows in the outlook's sent items). This forward of email does not have to be reflected/ stored in the osticket application. Email-ids should be stored and listed in drop-down as user types first few characters.
2 - HTML based email footer to be picked from a file or url (rich-text or html functionality is only required for footer not for editing)
3 - Facility to add attachment in responses
4. Report-view for daily-average count of staff ticket-response, viewable for a selected range of months, reports to be accessible by managers and admin. Following are the columns: Month, Staff_name, Daily_average & monthly_total.
5. Currently the system sends reminder alerts when staff delays responding. Modify this current staff-response delay email-alert, to avoid sending the alerts on holidays or during off-work hours instead raise alert '2' hours from beginning of the next staff-reporting time.