1.      Custom view of Draft/ed Tickets.

2.      Custom view of "failed replies" (i.e. tickets where reply was not sent because of any technical reason.)

3.      Important: In case of breach of "State-level SLA", there should be option to:

a.       Update global SLA (as violated).

b.      Option to update fields values.

c.       Option to escalate ticket.

d.      Preparing reports based on “State-level SLA”

4.      Important - Option to paste images in “Description” field, while creating a new ticket (same feature as Gmail has.)

a.       + Option to drag & attach images in “Description field”.

5.      Very Important - Option to disable reply on closed tickets (department wise) i.e. Agents should not be able to reply on closed tickets.

6.       Important: In case of a movement of a ticket from one department to another. Option to create report based on the time at which, ticket has landed in second department. (i.e. “Ticket Movement Time” etc)

7.       Option to move / share ticket with another department via workflows or supervise rules.

8.       Option to export ticket history.

9.       Important: Email alert, whenever an email id is blocked via zoho email server + option to unblock it.

10.   Very Basic & Important feature: “Year”, “Quarter” & “Month” wise grouping of reports.

11.  Option to clone ticket with entire email body & attachments.

12.   Important: Option to edit subject line of any particular thread of a ticket while forwarding it. (subject line of original ticket should remain as it is).

13.   Option to compare fields while creating “custom views” & “work flow”.  For example, if we want to fetch all the tickets where “ticket modified time” > “ticket closed time” etc.