Kayako as in "E-mail Management" opposed to Ticketing system

[Merlin2000]

We're looking for a program to manage our e-mail online.

We have multiple employees, queues, etc..

A few things that set this apart from a normal ticket system:

1) E-mails (or tickets), must be able to display html, such as bold, paragraph, and image tags. Some of our clients e-mail us, and write "changes are in bold"

2) Employees must be able to view a queue, and see the "last reply" section as a date/time of last reply, as opposed to "time since last reply"

So instead of "Last reply is 1 hour ago" it should display "last reply is mm/dd/yy at hh:mm am|pm"

3) Sub queues! Similar to folders within an e-mail program, we would like to have sub queues (or folders). So if we have an e-mail queue for our sales e-mail address, we may have specific companies that e-mail into sales, and for those e-mails, we would like them to display in another folder, or sub queue. So if incoming e-mail == "specific_company@domain.com" then send to sub folder.

4) Queues should be able to e-mail other queues. An employee that works in sales should be able to e-mail an employee that works in support. So the sales@domain.com should be able to e-mail support@domain.com