Hi Since the version 4.40.1148 published in 03 May 2012 no other version of the software was released until today ( August 2012 ) and we need bug fixes and improvements especially in the following areas: - some better manual for the scripting language for the reports, try and error is not very efficient. - reports possibility to email them and and schedule auto email delivery to management and customers - possibility to force the staff to input billing information before they can close the ticket ( we avoid a lot of administrative work later or potential conflicts with the customers ). - is any plan to add ITIL features ( asset management , problem management , incident management ) out of the box in the tool , some of the competing solutions have this. - auto-notification for mobile clients (IOS/Android) - otherwise you need manually to check the tickets and sync them which is not very efficient and productive plus you drain the battery much faster. - possibility to have admin and staff IP based access separated , we want to allow the staff from more locations and restrict the admin access to the tool to fewer. - option to have client site certificate authentication for the staff and admin access ( stronger security ) then simple password. We are very grateful to Kayako, is a good tool and we use it every single day but we would like to see that the improvements continue to be delivered in a timely fashion not with such long intervals.