Please pass these suggestions on to your developers. Thank you.
1. In the Ticket view, in the right-hand column the three lines are Agent, Status, and Priority. Please add "Tag".
2. When closing a ticket, please add the option to have the requester receive an auto-generated notification that their case has been closed.
3. When choosing Filter options in the Ticket view, change 'Tag' so that the pop-up menu contains check boxes. Currently selecting multiple tags is tedious.
4. Under 'Agent Availability', enable agents to be enabled/disabled on a per group basis, not globally.