Hi Old Turtle,
I am very interested in the future growth of your module. Traditionally I think that the lack of a good helpdesk solution in DotNetNuke has been an unnoticed hole in the community.
I know that it is still early in your product lifecycle, but I was wondering when you think the following features will be implemented:
1) Workflow / SLA management
Escalation path, conditional escalations
2) Custom forms / Custom Objects
Allow users/administrators to choose to open a specified type of ticket that may have additional forms/objects associated with it. For example, if the customer chooses to open a "Server Down" ticket, they should be asked for things like server name, IP address, admin password, etc. If they open a "DotNetNuke Upgrade Request" ticket, then they should be only asked for the domain name.
3) Live Chat
Currently the helpdesk solution that we've been using (Kayako) has been very good to us, but it is a PHP based solution, and if there was a better product in DNN, I we would consider changing.