«A web interface for customers is available to write new tickets, check the state and answer old tickets and search through their own tickets»
Rationale, quoting myself: «speaking of "accountability" and transparency the first and most important thing we need is surely an OTRS update which allows to tell users the status of their request. The main problem with our OTRS is that people writing to it are writing to a black box and don't know anything on the progress unless they get a reply; this is especially awful when (as it happens not so rarely) a ticket is sent from a queue to another and vice versa countless times».
This is, for instance, the first feature I mentioned when I asked my university to revamp their e-mail support system, and in the end it was among the most important requirements we approved for the call for bids (won by a company not using OTRS). I hope we'll join the 21st century too.