Tickets is a great addon and I can recommend it to others. But when you use it on a busy site then you encounter quite a lot of issues that disturb the relationship with your users. I think that Tickets needs a release that deals with these issues. Some examples: Users try to reply by email and never see the ticket replies. So they get angry about the lack of response. Solution: Tickets - Applications - Setting to hide reply content in email Tickets - Better email title for ticket Users reply as guests and then register and loose ticket access. Tickets - change the owner of guest tickets to a member account. Tickets - Moderator Tool Item: "Assign Ticket Owner" Tickets - Add users & guests to ticket Multiple users need ticket access. Tickets - Multiple ticket participants Tickets - Add users & guests to ticket Tickets - Open Ticket for Multiple Members Users post sensitive personal information. Storing this in this format is illegal under GDPR: Tickets - Private Fields for sensitive data. Users don't understand how to resolve a ticket. Tickets - Make it MUCH clearer for members how to resolve a ticket Cannot convert a support requests on profile to ticket: Tickets - Convert profile message to ticket Cannot post 'responses' to new ticket: Tickets - Applications - Make "Responses" available right from the Start Users report their support request. We cannot convert to ticket: Tickets - Moderator Tool Item: "Assign Ticket Owner" Users open a ticket with non-existent email address. It keeps bouncing which leads to blacklisting. Tickets - Bounce handling for guest tickets Edit ticket does not allow to edit email No way for teams to monitor a category: Tickets - Category Email If you combine the issues above, then you see it entails quite a headache to deal with it all. Especially when one problem collides with others. I know that you have a lot on your plate, but please address this by doing another big release for tickets after the calendar release.