We usually use Kayako for internal use and most of our customers don't even know that the helpdesk exist. I would like to know the following: 1. Is it possible to replace the user with organization in creating tickets and viewing tickets. I know there is a work around by naming your user as an organization but this is just a band-aid solution. 2. In custom fields, is it possible to make a report like show only tickets with "XXX" in custom field. Thanks!