Hi Matthew - we appreciate the time you took in laying out the features you want to see in the ticket system. The WHMCS team can act on your suggestions in a much more effective manner if they are broken up into individual feature requests. Be sure to check out the existing requests on the feature request site to see if you can vote on any existing ideas. We have also made many improvements to the ticket system in the 6.3 release - details can be found here: http://docs.whmcs.com/Version_6.3_Release_Notes.