Firstly, I once again want to compliment Ian for creating such a fine piece of software. It really suits my enviroment well, and is by far the best trouble ticket tracking system that I’ve ever used!
That being said, I have a suggestion for a modification to the Staff Member Access Levels. Please correct me if I am wrong, but it has been my experience that ONLY those staff members with Administrator rights can assign a ticket to another staff person. I need my help desk staff to be able to route an re-route tickets, WITHOUT the ability to modify the HelpSpot Administrative Settings. Perhaps you can add this “dispatcher” right to the “Help Desk Staff Member” level?