- Ability to forward an e-mail to an e-mail address and create a ticket (bonus points if it can extract attachments and add them as attachments to the ticket)

- Ability to forward an e-mail to an e-mail address and create a ticket (bonus points if it can extract attachments and add them as attachments to the ticket) - System tray app which I can quickly log tickets with - in-built screenshot util a must, even better if it could do screen capture video and convert it to a flash file or something. - Well documented API / underlying database schema - so I can query whichever way I want for whatever reports. (Bonus points - have a page on your website which allows people to submit their custom api calls / SQL queries which other people can access - as you see common ones you like, you can quickly create a "top 25" reports package you can ship with your app) - I don't want hosted only. I want to run it on my hardware. We're a windows shop, does it run on Windows / SQL Server - that's always good. - Painless install & backup. I agree with FreeRadical - most importantly, visual beauty.