• Attachments should be visible on a ticket without opening it e.g. a paper clip symbol. This would allow work to be prioritised without the need for separate queues. I suspect some of the auto allocation rules/queues being created for attachments are a workaround for this feature not existing.

• It should be possible to “preview” a copy of the attachments without downloading to your desktop and potentially creating issues of copies being on multiple local machines (e.g. PCI issue if a CC mandate is sent to us). It would also be an advantage if this improved the overall time taken to open an attachment.

• It should also be possible to print from preview, again with the emphasis on speed and ease.

The ability to see a preview of ticket contents as part of triage. This would include the ability to see contact details and whether there were attachments.