I need to have an overview of how we process tickets. There is no setting to let me know when a ticket is closed. This means I have to check in ZenRep to see if people are doing their jobs. I guess we could add answers/closed notifications to the daily digest.

At the graduate school we have a team of three people doing triage on new tickets. They either answer or assign them to a specialist. One of the three acts as team lead and assigns one-third of the tickets to each of her teammates. During the height of application season this could be a few hundred tickets every morning. All of this work could be avoided if a rule could be created to assign the tickets round-robin to these team members as they are received.

Would be nice to see some breakdowns of the response time it takes from when a ticket is created to first response, to closing the ticket, etc.

Instead of having to click on each ticket to see who has been assigned a ticket... I wish there was a one page view to see who has currently been assigned a ticket at a glance.

Sometimes one of the admins might forget to reply to a raised ticket. It would be very helpful to be able to send the assignee a reminder about the ticket.

This way, once we answered a support question, there would be less chance we would have to answer a similar question.

How can I change the content of outgoing Support emails (that are auto-generated with each ticket?)?

When seeing the "feedback and support" tab on a page, users assume that when they enter a ticket, you know what page they are on. But the widget does not add the URL location to the ticket. That would be nice to have.

Our clients wish to see details of helpdesk tickets we receive, we don't want to give our clients access to our admin panel, we just need an easy way to share meaningful data (similar to what is shown on screen in reports beta) with them on a periodic basis, so they are informed of the type of helpdesk tickets we are receiving and they can tell how quickly we are closing them.

Within Setting/tickets/RULES, you can set auto-reply based on certain rules.
There should be a way to enter HTML so the e-mails can be A. Branded B. Have LINKs embedded into text.
For e.g. to avoid ugly links like : Click here to track a package http://www.xyz.com/track-a-package/
and replace ugly links with as a link in itself.

Our support team often post link from the support site on our development tracker for bug report or feature request. The problem is that there is not easy way to link to ticket.

URL look like this: https://youdomain.ZenRep.com/admin/tickets/#!search?term=assignee:others+status:open&pages=2&id=294

and those link are not working, all I can get is "No record selected".

As you can understand, this is hurting our workflow and communication.

There are occasional needs to print tickets. The current frames format make printing just the contents of the ticket difficult. I would recommend that you add a "Printer Friendly" option to the pull down menu associated with each ticket. When selecting this option, a new window would open with the ticket in a printer friendly format.

The ticket overview list does not indicate the ticket's status. It would be great if open tickets would be immediately recognizable

Have a way to quickly sort/filter tickets by the admin they are assigned to

Your smtp helo of "smtp1.ZenRep.com" is ok.
Your sending IP does have FcrDNS, but it is a generic host name

You should be able to search all tickets at once when something comes through you regular user inquiry email and you've got to assign it someone on your team, but first you've got to check if it hasn't already been assigned by someone else.

You can't make bullet points or add links (you can add links, you just have to wait and see after you send it if it's working).