Hello.

I have been using HCL for about a year now and am very impressed with it. It is the only PHP opensource simple, easy to use and effective support system that intergrates support tickets and on-line chat that I am aware of. Keep up the good work.

I have a couple of feature requests that I think would be very useful...

1) My support department monitors the Trouble Tickets page every day and we use the Opera browser to operate HCL so that if IE crashes it doesn't take HCL with it and Opera has an auto refresh option which we set to 5 minutes so that new tickets are automatically displayed when the page refreshes.

I would like to see an option within the Ticket module of HCL to automatically refresh the page every x amount of time and to have some sort of audible, and possibly visual, alert when a new ticket has been submitted.

2) I believe that a Knowledge Base section or module in HCL would be a very welcome addition. This could be used for internal usage to assist the support staff with common teck issues and resolutions.

3) A method to backup the settings (Operators, assignments and etc) and all content data (tickets, current and old, transcripts and etc).

Thanks.